Experience

Best Western Plus Boulder Inn

• United States
• Hospitality
• 1 - 100 Employee

• Assistant General Manager

  • Oct 2016 - Present

  • Managed 99-room AAA three-diamond limited service property with 90% annual occupancy• Supervised 8 to 10 person front desk staff and all procedures involved, making myself available 24 hours per day, 7 days per week for questions or issue resolution• Served as human resources for all other employees• Performed rate management, maximizing revenue and occupancy; increased ADR year over year• Managed accounts receivable and payable; monitored and adjusted commissions and Rewards program• Facilitated installation and managing of IT systems, including internet and wifi, DirecTV, credit card processing, BWI central reservation system and interface, and property management system and workstations• Worked closely with Director of Sales to create promotions, packages, and group contracts• Maintained extensive database of contacts for our continuing business with corporate, federal, and university clients• Responded directly to guest feedback, addressed with service recovery if necessary

• Housekeeping Supervisor

  • Dec 2011 - Oct 2016

  • Coordinated and directed housekeeping crew in performing each day's activities• Responsible for cleanliness of all guest rooms and public areas, including dining room and conference space, as well as requesting and arranging maintenance work as needed• Worked closely with Director of Sales to prepare and serve all scheduled conferences• Monitored breakfast service and ordered all food and supplies• Cleaned guest rooms, performed set-up of conference, banquet, and breakfast rooms as necessary

• Front Desk Agent

  • Nov 2008 - Dec 2011

  • Performed check-ins and check-outs in a fast-paced environment of high occupancy• Made, changed, or cancelled reservations via phone calls, negotiating rates when appropriate• Carried out duties as the “face of the hotel”, being the first impression of arriving guests or phone inquiries, the main point of contact during their stay, and the front line of resolution for any issues• Worked closely with managers in order to ensure efficiency, accuracy, and total success of all operations within our scope• Assisted Director of Sales with details of groups and conferences• Maintained a large database of guest information, including repeat guests, VIPs, and members of loyalty program