Dedicated, dependable and creative hospitality professional with over 10 years of hotel operations, revenue management and guest relations experience. Committed to ensure excellence in providing an outstanding guest service and financial profitability. Skilled in developing and training teams. Forward-thinking and proactive with achievements across sales, food & beverage, front office, and revenue management. Team member with abilities of creating strategic alliances with organizational leaders and effectively aligning with and supporting key business initiatives. Organized and dependable candidate successful at managing multiple priorities while maintaining a strong work ethic and exhibiting a positive attitude. Willingness to take on added responsibilities to meet team goals. To seek and maintain a full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
|
|
• Established new customer service and problem resolution processes to improve client satisfaction rates.
• Boosted customer satisfaction scores from 38% to 98% in 4 months’ time.
• Hired and trained new employees, built consolidated team of over 50 people servicing two hotels, 256 guest rooms, public areas and 6 restaurants, Grand Plaza and Beachcombers Resort.
• Instituted cost control and other operating procedures and enforced adherence to policies and regulations that impacted bottom-line.
• Aligned department vision, goals, and objectives with company strategy to achieve consistently high results.
• Hired and trained new employees, demonstrating best methods for serving clients and guests.
• Established internal databases and record management systems to enhance accuracy and integrity of all documentation and data.
• Oversaw day-to-day operations of 156-room hotel with staff of 16 front of the house and sales & marketing employees.
• Managed and maintained group and transient inventory controls, implemented blackout dates, and conducted forecasting.
• Developed, monitored, and adjusted pricing strategies based on competitive and demand analyses.
• Participated in financial activities such as setting room rates, establishing budgets, and allocating funds to departments.
• Participated in creation of room rate promotional and marketing packages.
• Managed, reported, and analyzed all OTA and Dynamic rate productivity.
• Monitored total of 550 room inventory for 2 resorts, Island Grand and Guy Harvey.
• Communicated with third parties and wholesale travel agencies to assure proper rate parity
• Served as liaison with front office, sales, and reservations to maximize inventory, profitability.
• Received several sales awards for achieving and fulfilling all sales goals.
• Facilitated group block management process to ensure contracted blocks are maintained, forecasted, and yielded.
- Generated daily, weekly, and monthly revenue and statistics reports.
- Exceeded regional annual sales target by 20 %.
- Established and administered annual budgets with effective controls to prevent overages, minimize burn rate and support sustainability objectives.
- Oversaw and improved sales & marketing, front desk, housekeeping, and engineering work results through efficient coordination of daily operations.
- Optimized revenue streams with catering sales, producing up to 600 beach weddings per year.
- Developed and maintained partnership with all OTA and Third-Party Site market managers.
- Ensured excellence in providing exceptional guest services and experience.
- Motivated, trained, and disciplined employees to maximize performance.
- Performed pricing and estimates based on customer needs and requirements.
- Enforced quality assurance protocols to deliver ideal customer experiences.
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
- Built customer loyalty by devising promotions and products according to customer needs and budget.
By clicking Customize This Resume, you agree to our Terms of Use and Privacy Policy
Disclaimer
Resumes, and other information uploaded or provided by the user, are considered User Content governed by our Terms & Conditions. As such, it is not owned by us, and it is the user who retains ownership over such content.
Resume Overview
School Attended
- University of Bridgeport
- University of Latvia
Job Titles Held:
- Executive Director of Housekeeping
- Guest Service Manager
- Rate and Revenue Analyst
- General Manager
Degrees
- Bachelor of Arts
- Associate of Arts
By clicking Customize This Resume, you agree to our Terms of Use and Privacy Policy
