Highly organized, seasoned, and multifaceted professional, offering extensive background in the hospitality industry, encompassing operations management and personnel administration. Goal-driven leader, with high-caliber management qualifications in overseeing day-to-day front desk operations while ensuring excellent guest experience and satisfaction. Well-versed communicator, with strong interpersonal, problem-solving, analytical, and multitasking aptitudes; effective at establishing positive working relationships with all levels of individuals.
Directed overall aspects and day-to-day operations of Front Office, Food and Beverage, Engineering, and Housekeeping departments.
Rendered hands-on management to team which involved monitoring and evaluating performance; facilitating training and counseling; offering operational support; and providing recognitions to improve performance and exceed business goals.
Ensured strict compliance with hotel’s standards and policies, while maintaining a safe and secure environment for guests, staff, and hotel assets.
Applied the highest level of hospitality and resolved all guest-related concerns in a timely and professional manner to ensure maximum guest satisfaction.
Accommodated and coordinated very important person (VIP) and other arrivals as well as provided all special requests and needs to ensure smooth operation and first-rate guest experience.
Obtained award for demonstrating competency and exceptional management skills during unexpected hotel crisis; implementing proper emergency plan to ensure guest and staff safety; and minimizing property damage by 98%.
Consistently adhered to hotel accounting procedures in managing all night audit functions, which included monitoring and completing all reports, reviewing and correcting all discrepancies, and reconciling hotel accounts which led to 98% reduction to guest billing error.
Managed the Loyalty Rewards Program and efficiently completed an in-depth reconciliation, reflecting more than $100k in areas since 2011, bringing all account up-to-date and current, which led to in increasing Loyalty guest satisfaction.
Provided in-depth training and support to all new accounts receivable staff of all levels.
Managed the Hotel Loyalty Program and acted as the credit manager during the absence of the credit manager.
Contributed to quarterly and annual groups’ sales goals, consistently achieved 110% of groups’ revenue goals.
Oversaw the development and performance of approximately 30 groups per month, which led in obtaining 99% client satisfaction and repeat business.