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.
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• 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.
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