Organized Hospitality Professional with strong interpersonal and computer skills. Background in customer service and support and accustomed to managing difficult guest situations. Experience in both Rooms and Food and Beverage operations. Strong leadership of multiple departments emphasizing in strong guest and employee engagement. Interested in areas of growth within the hospitality field, specifically within Luxury Brand Hotel operations. Currently a Rooms Division Leader in an expansive Forbes Five Star and AAA Five Diamond resort looking to continually learn and grow.
Hotel operations and management
Five-star hotel experience
Front desk experience
Food and beverage services
Lateral service in Club Concierge, Front Drive (Valet/Door), Front Office, Concierge, Guest Relations, Recreation, and Lobby Ambassador
05/2018 to Current
Front Desk Manager/Manager on DutyThe Miami Beach EDITION – Miami Beach, FL
02/2017 to 05/2018
Front Office SupervisorThe Ritz-Carlton Hotel, LLC. – Naples, Fl
Increased hotel revenue, profits and market share through dynamic upsell program. Revenue from upsells exceeding 1.3 million
Assisted with Room Controller duties when position was vacated - Including reservations, revenue, and room blocking duties.
Interviewed job candidates and made staffing decisions.
Resolved service-related problems in a timely manner.
Improved customer service ratings through department WIG's and creative Leads.
Led a team of top performers for Up Sells and Rewards Enrollments Company-Wide.
Ensured that all Corporate initiatives were in place and consistently executed.
Fully trained in all Forbes and BSA standards for Front of House areas.
Extensive experience with Guest Services - acting supervisor overseeing Bell and Front Drive/Valet staff
Experience with large events and functions - both local and on-property and flawless execution
Extensive Forbes Five Star training and audit experience
Continuously high Gallup scores and monitoring all social media alerts and issues
Accomplished company-wide Rewards Enrollment success by implementing creative incentives