Experience

Coup D'Etat, Inc.
• United States
• Retail Furniture and Home Furnishings
• 1 - 100 Employee
• Sales Executive

  • Mar 2023 - Present

HEWN San Francisco
• United States
• Design Services
• 1 - 100 Employee
• Brand Manager

  • Jan 2021 - Mar 2023


Hotel Caza

• Hospitality

• Director Of Front Office

  • Oct 2019 - Mar 2021

  • Built the Operations Team from ground up including strategy, branding, processes, and workforce to deliver exceptional guest service while maintaining team efficiency. • Implemented and oversaw Self Service Check-in Kiosks as the beta hotel for Highgate Hotel company. • Created the guest Amenity & VIP Program to deliver top tier guest experiences. • Assisted in overseeing all aspects of the 342-room hotel including maximization of financial performance, guest satisfaction, and staff development within established quality standards. • Created 2020 Business Strategy with the Executive Committee, with a focus on how the Operations Team would contribute to lowering cost while improving the overall guest experience. • Recruited and on-boarded all front office new hires, including managers and hourly team members, for the opening of Hotel Caza. • Maintained contracts with third party vendors while keeping costs in line with the budget. Show less



Park Central Hotel San Francisco

• United States
• Hospitality
• 1 - 100 Employee

• Assistant Director Of Front Office

  • Sep 2018 - Oct 2019

  • Directed a team of 45 direct reports including Front Desk, Reservations, PBX, Bellmen, and Doormen. • Managed employee relations with two unions in a 681-room hotel. • Acted as first responder for all guest-related issues and Manager on Duty overseeing hotel operations. • Brand Ambassador for Marriott’s Loyalty Program: Marriott Bonvoy. • Mentored and developed all members of staff, assisting four members in obtaining positions of greater responsibility. • Directed a team of 45 direct reports including Front Desk, Reservations, PBX, Bellmen, and Doormen. • Managed employee relations with two unions in a 681-room hotel. • Acted as first responder for all guest-related issues and Manager on Duty overseeing hotel operations. • Brand Ambassador for Marriott’s Loyalty Program: Marriott Bonvoy. • Mentored and developed all members of staff, assisting four members in obtaining positions of greater responsibility.



Two Roads Hospitality

• United States
• Hospitality
• 1 - 100 Employee

• Director of Guest Experience

  • Oct 2015 - Sep 2018

  • Served on the Hotel Executive Committee. • Led the rollout of Joie de Vivre/Marker brand initiatives, including front of house training, and ensured compliance. • Managed scheduling and payroll while ensuring that the department operated according to budget. • Oversaw all front office operations including Front Desk Agents, Bellman, Doorman, Security, and Valet. • Collaborated with the Director of Housekeeping, Director of Engineering, Director of Revenue, and Director of Sales & Marketing to ensure guest satisfaction goals were exceeded for the entire hotel. • Served as Task Force Team Member for the renovation of Hotel Kabuki and Terranea Resort. • Directed Front Office Task Force for the opening of Ventana Big Sur, an Alila Resort. Show less



The Buchanan - A Kimpton Hotel

• Front Office Manager

  • Nov 2014 - Sep 2015

  • Collaborated with the Operations team, Sales team, Marketing team, and PR firm to successfully renovate, rebrand, and rename the hotel. • Developed team member performance to include providing supervision, conducting counseling, developing performance evaluations and delivering recognition rewards. • Hosted monthly department meetings to keep staff informed of all activities in the hotel, reinforce brand standards, and promote a strong team atmosphere and culture. • Conducted payroll and scheduling for union team members in the front office. Show less



Hotel Palomar San Francisco - A Kimpton Hotel

• Front Desk Manager

  • Jan 2014 - Nov 2014

  • Created and implemented a positive name mention incentive program, an amenity tracking program, and a group resume system. • Facilitated group travel arrangements. • Ensured front desk agents’ billing, routing, and cash transactions were in line with hotel standards. • Supported the General Manager with strategic room blocking during a 9-month renovation period. • Assisted in training, evaluating, motivating, and counseling front office team. • Created and implemented a positive name mention incentive program, an amenity tracking program, and a group resume system. • Facilitated group travel arrangements. • Ensured front desk agents’ billing, routing, and cash transactions were in line with hotel standards. • Supported the General Manager with strategic room blocking during a 9-month renovation period. • Assisted in training, evaluating, motivating, and counseling front office team.



Kimpton Hotels & Restaurants

• United States
• Hospitality
• 700 & Above Employee

• Front Office Supervisor

  • Jun 2013 - Jan 2014

  • Managed team of 20+ employees including Front Desk Agents, Bellman, In Room Dining Servers, Valet Attendants, and Concierges. • Assisted guests and agents with the check in/check out process. • Trained new hires and retrained team members on Kimpton standards. • Worked closely with sales and banquets team during group stays and site visits. • Served as Manager on Duty for shift operations. • Managed team of 20+ employees including Front Desk Agents, Bellman, In Room Dining Servers, Valet Attendants, and Concierges. • Assisted guests and agents with the check in/check out process. • Trained new hires and retrained team members on Kimpton standards. • Worked closely with sales and banquets team during group stays and site visits. • Served as Manager on Duty for shift operations.



Loews Hotels

• United States
• Hospitality
• 700 & Above Employee

• Customer Service Coordinator

  • Sep 2011 - Jun 2013

  • Handled guest complaints and took action to resolve situations as per Loews Service Standards for a 790-room property. • Answered internally-generated guest and team-member calls while assisting guests with their engineering, housekeeping, valet, bell desk, front desk, security, recreation, and room service requests. • Generated revenue within the hotel by upgrading rooms, selling cabanas, and up-selling hotel amenities. • Mediated emergency situations calmly and effectively according to hotel guidelines. Show less



Chili's Grill & Bar

• United States
• Restaurants

• Front Waiter

  • Jan 2010 - Oct 2012

  • Dedicated to maintaining a clean dining room and providing exceptional customer service • Reputation for putting guests at ease, handling large crowds, and maintaining composure in stressful situations • Certified Trainer: Responsible for training new employees for dining room service and To-Go procedures • Consistently cares for 100-150 guests per shift • Talented at lifting and carrying large amounts of food safely, securely, and gracefully • Dedicated to maintaining a clean dining room and providing exceptional customer service • Reputation for putting guests at ease, handling large crowds, and maintaining composure in stressful situations • Certified Trainer: Responsible for training new employees for dining room service and To-Go procedures • Consistently cares for 100-150 guests per shift • Talented at lifting and carrying large amounts of food safely, securely, and gracefully



IGLTA

• United States
• Travel Arrangements
• 1 - 100 Employee

• Intern/In-House Events Coordinator

  • Mar 2011 - Aug 2011

  • Orchestrated a variety of high profile events including a large consumer travel expo, board of directors meetings, speed networking events, sponsored VIP receptions, and an annual global convention • Coordinated membership renewals to drive revenue for this global association, which has more than 2,100 members in 85 countries • Recruited, trained, and motivated volunteers for all events • Orchestrated a variety of high profile events including a large consumer travel expo, board of directors meetings, speed networking events, sponsored VIP receptions, and an annual global convention • Coordinated membership renewals to drive revenue for this global association, which has more than 2,100 members in 85 countries • Recruited, trained, and motivated volunteers for all events



Johnson & Wales University

• United States
• Higher Education
• 700 & Above Employee

• Admissions Events Assistant

  • Oct 2007 - Jan 2010

  • Managed and updated multiple Microsoft access databases • Planned, implemented, and coordinated the logistics of events hosted by the University’s Admissions Office • Processed and handled event participation payments for approximately 150 guests per event • Managed and updated multiple Microsoft access databases • Planned, implemented, and coordinated the logistics of events hosted by the University’s Admissions Office • Processed and handled event participation payments for approximately 150 guests per event


Jungle Island
• Food & Beverage Intern

  • 2009 - 2010