Business Operations Manager

• Dec 2022 - Present

General Manager

• Nov 2021 - Dec 2022

Senior Operations Manager

• Sep 2020 - Nov 2021

* Revamped the vendor operations department by changing the labor model, introducing new operational procedures and pricing structure while achieving target cleanliness ratings and turning cleanings into a profit center for the company * Grew company’s third-party partnerships from 15 to 40+ partnerships nationwide in one year. * Created performance metrics for third-party service providers and achieved a 4.8/5 average Airbnb cleanliness score while averaging 4000… Show more * Revamped the vendor operations department by changing the labor model, introducing new operational procedures and pricing structure while achieving target cleanliness ratings and turning cleanings into a profit center for the company * Grew company’s third-party partnerships from 15 to 40+ partnerships nationwide in one year. * Created performance metrics for third-party service providers and achieved a 4.8/5 average Airbnb cleanliness score while averaging 4000 appointments per month. * Developed a new pricing model, negotiated contracts with all 40 service providers, and achieved a 10% overall profit margin. * Transitioned Avantstay’s housekeeping model from an in-house model to third-party partnerships in 25 markets while ensuring labor law compliancy. Show less * Revamped the vendor operations department by changing the labor model, introducing new operational procedures and pricing structure while achieving target cleanliness ratings and turning cleanings into a profit center for the company * Grew company’s third-party partnerships from 15 to 40+ partnerships nationwide in one year. * Created performance metrics for third-party service providers and achieved a 4.8/5 average Airbnb cleanliness score while averaging 4000… Show more * Revamped the vendor operations department by changing the labor model, introducing new operational procedures and pricing structure while achieving target cleanliness ratings and turning cleanings into a profit center for the company * Grew company’s third-party partnerships from 15 to 40+ partnerships nationwide in one year. * Created performance metrics for third-party service providers and achieved a 4.8/5 average Airbnb cleanliness score while averaging 4000 appointments per month. * Developed a new pricing model, negotiated contracts with all 40 service providers, and achieved a 10% overall profit margin. * Transitioned Avantstay’s housekeeping model from an in-house model to third-party partnerships in 25 markets while ensuring labor law compliancy. Show less

Quality Operations Manager

• Nov 2019 - Jun 2020

* Managed cleaning and laundry operations for an Airbnb-backed housing company with 2500 properties across 6 markets * Reduced monthly cleaning expenditure by $200k through various initiatives including but not limited to streamlining vendor pay for 25 vendors, implementing internal guidelines for invoice approvals, creating SOP for resident chargebacks, revamping cleaning fees in accordance to internal cost * Improved quality score from 8/10 to 9.6/10 through various initiatives… Show more * Managed cleaning and laundry operations for an Airbnb-backed housing company with 2500 properties across 6 markets * Reduced monthly cleaning expenditure by $200k through various initiatives including but not limited to streamlining vendor pay for 25 vendors, implementing internal guidelines for invoice approvals, creating SOP for resident chargebacks, revamping cleaning fees in accordance to internal cost * Improved quality score from 8/10 to 9.6/10 through various initiatives including but not limited to establishing vendor SLAs, creating incentive/penalty program for vendors and creating vendor performance dashboard * Scaled cleaning department quickly and efficiently to match the fast-growing real estate portfolio

Operations Analyst

• Jul 2018 - Nov 2019

* Managed cleaning operations for a portfolio of 800 rental properties across four markets * Hired, trained and managed 15 third party vendors * Initiated and scaled the Quality department at Zeus alongside department head * Developed training material and performance audits for field ops teams

Front Desk Associate and Quality Training Ambassador

• Jun 2017 - Jul 2018

* Trained new associates on front desk duties and Forbes standards * Administered routine training programs for existing associates * Engaged in room and suite up-selling to increase room revenue * Performed day to day front desk duties * Trained new associates on front desk duties and Forbes standards * Administered routine training programs for existing associates * Engaged in room and suite up-selling to increase room revenue * Performed day to day front desk duties