Energetic hospitality professional successful at improving customer satisfaction ratings by leading a team to exceed guests' expectations. Highly eager to further develop my knowledge and career in the industry of hospitality. Reliable, motivated, and willing to go the extra mile to guarantee internal and external guests' comfort and enjoyment. Accustomed to working in fast-paced environments with success in effectively handling difficult situations. Natural leader with strong interpersonal, organizational, and time management skills.
Highlights
Communicates Effectively
Exceptional Multi-tasking
Inventory Management
Staff Motivation and Training
Exceptional Customer Service
Budgeting and Cost Control
Education
Indiana University-Purdue University IndianapolisIndianapolis, INExpected in 2002 – –:Massage Therapy - GPA:
Greenfield Central High SchoolIndianapolis, INExpected in 2001 – –High School Diploma: - GPA:
Accomplishments
Earned “Manager of the Quarter” at the Hilton Indy in June 2014 & April 2017
Maintained a Guest Satisfaction Ranking in the top 35% or higher in all U.S. Hilton Hotels since October 2013
Recognized as the #1 Ranked U.S. Hilton in May of 2014 for Overall Service
Experience
Hyatt - Director of Rooms Smyrna, GA, 08/2018 - Current
Manage a team of 50-60 individuals ensuring exceptional service is offered at all times
Working closely with sales managers on group needs
P&L and Cost Control; Provide Director of Finance with monthly departmental recap
Review daily revenue reports
Daily management of rate and inventory
Attend weekly revenue meetings
Maintain knowledge on various hotel events and activities
Determine staffing requirements and provide staff schedules to ensure complete and continuous coverage
Build and maintain strong positive relationships, with both internal and external guests
Attend to guest inquiries, special requests, and immediately handle complaints
Follow and enforce established policies and procedures as well as ensure compliance to brand standards
Motivate staff and provide them with support and guidance
Complete and administer associate reviews
Sage Hospitality Resources, Llp - Director of Rooms Jackson, WY, 11/2017 - 08/2018
Ensure contracts, rooming lists, and group masters are completed daily
Working closely with sales managers on group needs
Prepare daily deposits, invoices, and maintain accounts payable/receivable
Manage a team of 15-20 individuals ensuring exceptional service is offered at all times
Respond to SALT surveys with professionalism
Daily management of rate and inventory
Determine staffing requirements and provide staff schedules to ensure complete and continuous coverage
Build and maintain strong positive relationships, with both internal and external guests
Attend to guest inquiries, special requests, and immediately handle complaints
Follow and enforce established policies and procedures as well as ensure compliance to brand standards
Motivate staff and provide them with support and guidance
Complete and administer associate reviews
Inn At Perry Cabin - Front Office Manager Saint Michaels, MD, 10/2013 - 11/2017
Task Force Ambassador : Washington D.C
* Acting Manager at the Fairfax on Embassy Row
Task Force Ambassador : Philadelphia PA
* Conversion Team/Trainer
Fostered strong working relationships with all hotel departments
Follow and enforce established policies and procedures as well as ensure compliance to brand standards
Motivate front office staff and provide them with support and guidance
Daily management of rate and inventory
Coordinate monthly staff meetings
Complete and administer associate reviews
Manage associate training and assist front desk, bell staff, and valet in performing efficient work
Determine staffing requirements and provide staff schedules to ensure complete and continuous coverage
P&L and Cost Control; Provide Director of Operations with monthly departmental recap
Manage a team of 25-30 individuals ensuring exceptional service is offered at all times
Maintain front office operating supplies and manage office equipment
Build and maintain strong positive relationships, with both internal and external guests
Attend to guest inquiries, special requests, and immediately handle complaints
Attend weekly revenue meetings
Maintain knowledge on various hotel events and activities
Hyatt Hotels Corp. - Guest Service Manager White Plains, NY, 08/2006 - 09/2013
Input contracts and rooming list while working closely with sales managers on group needs.
Prepare daily deposits, invoices, and maintain accounts payable/receivable.
Manage a team of 15-20 individuals ensuring exceptional service is offered at all times.
Respond to SALT surveys with professionalism.
Input SRP’s and group masters.
Hilton Certifications: OnQ PM, OnQ R & I, Reservation Processing, OnQ Sale-Rapid, ADA, HHonors Reward Reimbursement, CRM, Account Receivable, and Hilton Honors 101, etc.
Aimbridge Hospitality - Night Auditor / Front Desk Agent Miami, FL, 03/2005 - 04/2006
Greeted and registered guests and issued room keys.
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