Experience

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  Dexterra

  • Richmond, British Columbia, Canada

  • Customer Service Operations Manager

    • Sep 2016 - Jun 2022
    • Richmond, British Columbia, Canada

    As Customer Service Operations Manager, I oversaw daily customer care operations, staffing, and resource management on behalf of YVR Airport Authority. Supervising more than 60 customer care ambassadors, concierges, and supervisors, I delivered quality assurance of contract services and collaborated with airport operations and stakeholders to ensure world-class airport experience for travelers and tenants. In addition, I promoted employee engagement and adherence to process and service standards by front-line and supervisory staff. I consistently ensured compliance with safety and health initiatives and established positive working relationships with workforce and clients. A few highlights included:• Provided management for international arrivals area with crowds of 20K+ passengers per day. • Facilitated monthly meetings with team members, resulting in increase in productivity by 10% and decrease in absenteeism and tardiness by 30%. • Contributed to implementation of modern automated customs’ declaration kiosks to expedite customs’ arrival experience for 30K daily arrivals. • Facilitated and led recruiting and hiring efforts, employee recognition programs, training and development opportunities, and performance management. • Consistently provided support and care to team members, as well as opportunities for growth and advancement, serving as an advocate in each employee’s career journey.

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  Marriott Hotels

  • Vancouver, Canada Area

  • Director of Room Operations

    • Aug 2010 - Nov 2016
    • Vancouver, Canada Area

    As Director of Room Operations, I orchestrated and directed room operations, coordinated with construction project managers on various remodeling and renovation projects, and developed and monitored management control systems for key financial and service indicators including performance measures and benchmarking for development of appropriate rate structures for conference room and guest room rates. I focused on long-term customer and employee satisfaction and encouraged professional development among team members.A few highlights included:• Managed major renovation projects of hotel lobby with a $10M budget and hotel restaurant with a $5M budget. Sourced and purchased soft goods for rooms, totaling $2M. Negotiated replacement of bed linens with suppliers at no cost due to deficiencies. Completed both projects on time and under budget. • Executed strategy to improve front-office engagement score from 27% to 62% in a 6-month period. • Implemented a remote check-in process for Marriott Elite Program members to reduce check-in times by 10 minutes each per guest and boosted guest satisfaction. • Developed Room Upsell Program through the Beil’s Program, resulting in increased revenue of $150K first year. • Cross-trained 60% of team to handle all front office positions, resulting in improved morale and efficiency by 30%. • As a member of the Executive Committee, contributed to strategies that improved operations and business processes by recommending personnel changes and promotions, discussing budgets and cost-saving initiatives, and developing strategies to resolve employee issues. • Achieved AAA 4-Diamonnd rating with high remarks from hotel’s independent inspector. • Consistently achieved above average year-over-year (YOY) score of 94% to 97% for annual internal audit.

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  Marriott Hotels International

  • Vancouver, Canada Area

  • Director Of Services

    • 2004 - 2010
    • Vancouver, Canada Area

    In this role, I monitored and directed hotel operations to ensure revenue, profit, and customer satisfaction targets were met. I tracked and analyzed expenses, incident reports, department requests, purchase reports, and accounts payable and accounts receivable to meet financial goals. I also conducted financial analysis and created financial reports to ensure goals were achieved. A few other highlights included:• Focused on employee engagement and improved employee engagement survey from 63% to 81%. • Facilitated and led training for housekeeping staff to improve cleanliness score from 65% to 92%. Maintained cleanliness score year-over-year (YOY) and ranked Top 10% in the region for cleanliness. • Established positive relationships with vendors and negotiated 30% cost reduction for supplies by promising approved list of vendors exclusivity with hotel group for high-volume purchases. Sat on Board to develop and approve vendor list and contract. • Collaborated on a team of 6 to convert an all-casino hotel in Halifax to the Marriott brand. • Converted an underperforming 200-room hotel to a Radisson Hotel. Trained and coached existing manager and staff to comply with quality cleaning standards and transformed communication efforts and team performance, increasing efficiency and profitability by 15%. • Sent to Raleigh, North Carolina Marriott to observe and recommend corrective actions to resolve staff and management issues. • Designed and implemented $550K Bedding Program in a 3-week period.• Maintained regional cleanliness rating in the top 8 out of 351 hotels. • Awarded Manager of the Quarter in 2005 and Edge Award for delivering operational excellence and employee and supervisory excellence in the Canadian region.

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  The Sutton Place Hotel

  • Vancouver, Canada Area

  • Assistant Executive Housekeeper

    • Sep 2001 - Aug 2004
    • Vancouver, Canada Area

    In this role, I managed public relations and communicated with guests to ensure customer satisfaction, provided guest satisfaction follow-up, and implemented strategies to improve the customer experience.A few highlights included:• Conducted regular meetings with contractors to ensure all cleaning services are performed in a consistent and qualitative manner.• Designed décor of rooms, selected fabrics and soft goods during hotel renovations for 397 rooms.• Purchased linens and operational supplies and tracked inventory for housekeeping.• Empowered and implemented a room’s self-check program for room attendants to complete after downsizing supervisory staff from 10 to 2.• Recruited, hired, and trained housekeeping staff, delegated tasks, approved and tracked vacation time, and coached team to ensure laundry standards and quality of service were consistently achieved or exceeded.• Prepared departmental budgets and maintained productivity and labor costs. • Supervised 100 housekeeping staff and supervisors.• Achieved AAA 5 Diamond rating for 3 years consecutively.• Won Manager of the Quarter Award for 2002.