Implemented service and revenue strategies in operations areas to increase capture ratios and revenues.
Focus on Customer Service and associate pride to increase customer satisfaction. Increase Guest satisfaction scores 5 points over 2016 goal of 66.9% to a goal of 61.4%.
Achieved 2nd highest total hotel revenue of $45.5 million in 2014.
Involved with hotel's group and transient revenue strategy including funnel reviews to ensure actions were aligned with hotel\'s goals.
Engaged with Hotel's site-inspection process and immersion of new sales team members.
Implemented a product and Service Strategy to increase revenue in the hotel's greatroom concept.
Led team in service execution of large high profile events and concerts.
Updated team members about changes in hotel products, services, pricing and policies.
Directed the team to increase service scores and led the execution of a renovation game plan of total hotel while maintaining Guest Satisfaction Scores and communication with Owner\'s project team and asset manager.
Business Leader for the property with hands on approach.
Responsible for all aspects of Food and Beverage and Rooms\' Operations including guest and associate satisfaction.
Lead team in successfully executing a plan for the hotel\'s $8 million renovation to minimize financial and guest satisfaction impact.
Created a site-inspection program with Sales team leaders to ensure we highlight the positive attributes of the hotel.
Achieved 3.9 point increase year over year increase in GSS and 2 point increase over goal during a renovation year.
Partnering with General Manager to successfully market hotel as the premier hotel in Charleston, WV.
Financial responsibility of $16.5 million operation.
Conducted weekly production and operations contractor meetings, which facilitated stronger communication and the ability to resolve critical issues.
Performed regular job site observations to provide direction for all general contractor personnel.
Digitally archived weekly progress and technical “Knowledge Base” photographs of all assigned projects.
Prepared and followed through on all required punch lists.
Oversaw the entire building turnover process, while enhancing communication between all construction management.
Determined the project schedule, which included the sequence of all construction activities.
Oversaw a seasoned leadership team in increasing service scores while increasing revenue.
Implemented a service strategy to increase scores in Concierge Lounge and an $800K workout facility renovation.
Business Leader for the property with hands on approach Responsible for all aspects of Food and Beverage and Rooms\' Operations including guest and associate satisfaction.
Achieved property high guest satisfaction scores in both Rooms Operations and Events.
Assisted in directing team to create and market hotel\'s own BBQ Sauce.
Partnering with General Manager to successfully build community relationships.
Financial responsibility of $14 million operation.
First Marriott manager to join the implementation team, oversaw the execution of the takeover plan as well as intergrate Marriott processes during turnover.
Created a culture of executing outstanding events and service resulting in a #1 ranking in Event Satisfaction Survey.
P&L responsibilities Responsible for $8.5 million catering budget.
Supervised all Event Operations and Planning for the hotel while operation on a Collective Bargaining Agreement.
Responsible for Event Management, Event Operations and Event Technology Staff.
Implemented Plans and Actions to achieve positive results in Customer Satisfaction Survey.
Operated under a Collective Bargaining Agreement.
Responsible for $8.4 million in catering and Audio Visual.
Managed the Event Operations and planning team while building a strong relationship with the Event Booking Center and Community.
Oversaw operations during the 9/11 events and partnered with the Port Authority in providing services to their members.
Responsible for smaller Wedding and Larger Association Market.
Oversee Planning and Operations department.
Detailed high profile events and ensuring positive customer relations.
Key point person for Port Authority F&B provider, resulting in over $1 million in revenue in 3 months.
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