General Manager

• Aug 2020 - Present

Hotel Manager

• Feb 2020 - Aug 2020

Director Of Rooms

• Mar 2018 - Feb 2020

Led rooms division consisting of 180 employees, including spa and retail operations. Served as senior leader on property in absence of general manager and resort manager. Managed rooms budget of revenues exceeding $24,000,000 while increasing rooms retention YOY. ● Managed spa and retail budgets, increasing spa revenue YOY; #3 highest increase in the Americas.● Improved all guest experiences in division, with measurable successes in all areas.● Led housekeeping team to a 10% YOY increase in Medallia Guest Room Cleanliness rating; #1 most improved in Americas.● Led front office team to 38% increase in corporate upsell goal in 2019.● Increased Employee Favorability Metric by 12% YOY (largest percentage increase in resort).● Successfully completed $60,000,000 two-year renovation of resort, including full rooms renovation, retail, and spa enhancements.● Coached team members through focus on leadership development, with seven rooms management promotions. Show less

Front Office Manager

• May 2017 - Feb 2018

Directed front desk, concierge, bell, door, and kids for all seasons operations. Led team to achieve Medallia Arrival/Departure and Concierge rankings of 5th and 3rd, respectively, out of 105 Four Seasons properties worldwide. Served as rooms lead for resort during absence of assistant director of rooms. ● Led the launch of new Guest Experience Database for resort, and led training classes throughout the year.● Achieved 129% of corporate upsell goal for 2017, adding $485,000 in additional revenue.● Ran front office manager shifts while on task force at Four Seasons Hotel New York during peak United Nations General Assembly dates. Show less

Director of Housekeeping

• Sep 2015 - May 2017

Led department of 75 employees in day-to-day housekeeping and laundry operations. Served as rooms lead and attended semiannual Corporate Rooms Conference as the resort representative. Assisted Four Seasons at The Surf Club with pre-opening hiring of front office and housekeeping positions. ● Successfully improved room attendant productivity through training and consistent standard testing.● Drove focus on employee experience, with YOY increase in Employee Experience Survey.● Promoted five employees into new manager roles. Show less

Assistant Director Of Housekeeping

• Jun 2013 - Sep 2015

Recruited, hired, trained, evaluated, and scheduled 66-person department. Assisted in compiling and submitting, on a yearly basis, operating budgets, capital expenditures, and the department’s requirements for linens, uniforms, and all additional consumables. Led the launch of multiple new operating systems on property (FS Chat, HotSOS).

Assistant Housekeeping Manager

• Nov 2011 - May 2013

Responsible for the day-to-day operations of a 163-person, union-staffed, multi-cultural housekeeping department. Led trainings and P&P creation for the department, and was sent to other Four Seasons properties to perform mystery shops on entire hotel performance. Awarded Manager of the 4th Quarter in 2012 for consistently superior performance.

Overnight Front Office Manager

• Nov 2012 - Apr 2013

Oversaw all overnight operations for both housekeeping and front office. Conducted night audit, as well as served as the point of contact for any employee or guest issues.

Housekeeping Supervisor

• Apr 2010 - Nov 2011

Front Office Coordinator

• Sep 2007 - Apr 2010

Reservations Agent

• Sep 2006 - Aug 2007

Sales Assistant

• Mar 2006 - Aug 2006