Results-driven, dedicated customer service leader with expertise in real estate, property management, and facilities. Eleven years developing leadership and communication skills throughout the sales industry. Exceptional communicator with a positive attitude, problem resolution, and client needs assessment aptitude. Demonstrates self-motivating initiative, attention to detail, establishing priorities and meeting deadlines, administrative expertise, program enhancement creativity, and consistent performance success.
MS Office (Word, Excel, PowerPoint), SharePoint JD Edwards, MRI, Yardi, People-Soft, Quick Books, Work Speed, Angus Anywhere, OPERA, Reserve, Leadership, Team Player
Reservation duties to include handling guest reservation requests to include putting speciﬁc guest information on the reservation Managing reservation system interfaces Provide hotel information to callers, (rates, availability, reserve reservations, or cancellations). Coordinate guests' requests, balancing room inventory, entering group rooming list and creating room block building. Set up billing and routing requests/check-in alerts, assisted in marketing efforts while building rapport with customers.
Customer Service Management
*Created direct billing accounts for company events to ensure billing for incoming guests. Manage OTA extranets, respond to online Expedia/Booking.com guest requests and respond to online rating reviews Review nightly reports to ensure cancellation charges are correctly charged.
*Reviewed reports ensuring employee beneﬁts are in line with employee room booking policy Support the front oﬃce upsell program and Transient Sales Team requests.
*Built customer loyalty through customer relationship marketing. Maintained product knowledge of all categories of products. Executed cross-collaboration efforts that achieved departmental and company goals.
*Led the team by providing crucial business training in self-reliance, spirit to succeed, and vital ability to communicate with people from all socio-economic backgrounds successfully.
*Successfully built relationships with customers and managing customer accounts, which helped ensure repeat and renewed business within the organization.
*Implemented process improvement plans that contributed to improvements within the internal databases.
Assisted property manager with monthly reports (reviewed general ledger for re classes, and assisted with closing reports preparation). Collected due diligence for new vendors ( W-9, COI), etc. Kept accurate records of all tenant correspondence. Entered accounts payable invoices using the Yardi accounting system. Sent out monthly rental statements/prepared tenant bill backs. Applied tenant rental payments to tenant accounts.
*Prepared delinquency letters for past due rental collections Oversaw monthly collections for tenant rents, maintaining building positive relationships with tenants Prepared vendor service agreements.
*Ensured common areas were kept clean, neat, and free of debris—resolved conﬂicts between tenants in the most effective manner. Ensured certiﬁcate of insurance certiﬁcates complied with ownership criteria. Point of contact for the security team to ensure daily procedures are in line with ownership expectations.
*Performed building inspections for building cleanliness, program tenant/vendor access cards. Maintained ﬁtness room access waivers. Established strong, professional relationships with tenants by promoting team collaboration and delivering exemplary service. Maintained operational facilities to potential tenants by organizing maintenance. Attended weekly construction meetings. Resolved tenant conﬂicts in the most effective manner.
Oversaw day to day building operations for 262,019 Sq. Foot class, A oﬃce building, Fostered/maintained tenant/vendor relationships. Maintained communication with tenants /vendors. Scheduled door programming for conference center events, coordinate staﬃng for conference center events. Worked with building engineering staﬀ to ensure productive operations. Coordinated tenant moves/loading dock reservations. Prepared monthly/Quarterly reporting project memos for review to Vice President, Workplace Services.
Facilities & Project Management
Coordinated & conducted property building inspections with the janitorial team Coordinated building service maintenance with vendors to ensure building upkeep. Daily check-in meetings with the cleaning supervisor Point of contact for the janitorial staff and security teams.
Dispatched tenant service calls with engineering team/janitorial staﬀ Maintained tenant ﬁtness center waiver forms/program security access cards. Prepared paperwork for new contracts/renewals Maintained tenant/vendor contact lists and distributed them accordingly Properly maintained certiﬁcate of Insurance for tenants/vendors Assisted with building life safety procedures processes.
Notiﬁed ﬁnance department of tenant rental payments OFAC tenant rental payments to include making copies of checks, ﬁling documentation accordingly, and obtaining tenant rental log. Monitored/advised the ﬁnance department of delinquent rental payments. Sent documentation of rental payments to the ﬁnance department of receivables, deposits, and rental log. Assisted with budget preparation/monitor spending reports to ensure within budget. Assisted with budget re-forecasting. Prepared monthly variance reporting and capital building project variances.
Budget & Administrative Management
Maintained constant contact with ﬁnance liaison, prepared invoice check request forms for vendor payments, prepared tenant bill back submissions. Researched invoice statements to ensure the invoice are processed accordingly. Logged invoices on log sheet/prepare, submitted invoices to payments services for processing. Reviewed maintenance reports providing proper tenant billings. Prepared monthly tenant rental statements and distribute them. Collected vendor due diligence forms for proper vendor system set up. Assisted with security desk coverage and provided training on a day to day procedures/expectations. Reviewed accurate general ledger coding of invoices.
Oversaw execution of contracts/renewals and ensured the detailed scope of work Attended bi-weekly meetings with the vice president for one-on-one meetings on departmental projects.
Trained interim coordinator on day to day oﬃce procedures and provided mentoring and guidance. Met regularly with the security company account manager. Updated post orders accordingly to reﬂect an implemented updates or changes. Assisted with lost and found pickup coordination. Assisted manager as needed as it relates to emergency evacuation preparations Assisted with coordinating vacant office space tours.
Assisted with board meeting logistic preparations for board member visits Assisted with Energy Star submission data collection. Coordinated & conducted garage inspections with garage management staff. Point of contact for onsite garage attendants and account manager.
Led the day to day operations of commercial oﬃce buildings (Class A, B, C) office buildings totaling an average of 630,389 sq. ft. (Including managing agent for The Pew Charitable Trusts). Managed, trained, mentored motivated back and front-of-house employees to always be improving knowledge and abilities in the ﬁeld. Assisted with building startups to ensure all due diligence handled in a timely fashion Point of contact for engineering and janitorial staff. Fostered and maintained tenant/vendor relationships. Trained new office employees. Coordinated building tenant events and prepared monthly tenant services invoices.
Guided policy initiatives, leading and mentoring staff, and executing management deliverables worldwide—implemented quality control programs to transform business operations and stabilize organizational processes.
Managed the training, developing, mentoring, and motivating team members to meet and exceed all goals.
Developed uniquely strong customer loyalty to foster relationships with customers to retain repeat business.
Property Management & Tenant Management
Prepared monthly accrual submissions entered accounting information in the Yardi accounting system, and prepared monthly variance reports. Prepared tenant statements to include bill back preparation for bill backs. Applied tenant rents to account and made bank deposits. Prepared security deposit paperwork. Gathered tenant vendor information ( W-9, Certiﬁcate of Insurance). Assisted with budget preparation.
Veriﬁed building vacancy reports for proper janitorial billing Performed building inspections. Assisted in ensuring capital improvement projects are in proper scope with contracts and follow up on progress/completion Assigned security access cards to tenants/staff and onsite vendors as needed. Ensured policies and procedures were followed by tenants/vendors.
Ensured common areas were kept clean, neat and free of debris Worked with support teams to resolve issues with services or accounting.
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