Experience

Madeline Hotel & Residences, Auberge Resorts Collection

• United States
• Hospitality
• 1 - 100 Employee

• Director of Guest Services

  • Jul 2023 - Present

  Leading an icon in the Telluride luxury accommodations scene including the operational and system’s planning and maintenance of a Forbes Five Star operation at both micro and macro levels to ensure a seamless guest experience from the moment they put their trust in Auberge Resorts. Leading an icon in the Telluride luxury accommodations scene including the operational and system’s planning and maintenance of a Forbes Five Star operation at both micro and macro levels to ensure a seamless guest experience from the moment they put their trust in Auberge Resorts.



Pendry Hotels & Resorts

• United States
• Hospitality
• 300 - 400 Employee

• Director of Front Office

  • Aug 2022 - Jul 2023

  Newly developed, project execution, taking ownership and operationally leading cross-functional teams in a medium-sized ski resort. Reporting directly to the hotel manager, monitoring daily financials and labor, maintaining budget all whilst offering the level of luxury expected of a Pendry hotel. Newly developed, project execution, taking ownership and operationally leading cross-functional teams in a medium-sized ski resort. Reporting directly to the hotel manager, monitoring daily financials and labor, maintaining budget all whilst offering the level of luxury expected of a Pendry hotel.



The Charleston Place

• United States
• Hospitality
• 100 - 200 Employee

• Director Of Front Office (Taskforce)

  • Mar 2022 - Jul 2022

  Demonstrating detail-oriented leadership overseeing the entire arrival and departure experience for guests in a world-class hotel. Reporting directly to the Managing Director, often acting as the operational lead on the entire property. - Led a team of 50+ colleagues to effectively run Front of House operations across three separate departments, Front Desk, Concierge, Bell/Valet during a transition from a luxury hospitality brand to private ownership. - Comprehensively write new SOP’s to build and develop operational procedures for the department. - Analyzed and reviewed incentive structure, producing and successful rollout of new structure increasing revenue by 50% within first 3 months. - Successfully spearheaded the rollout of the property’s gift card program including training and system implementation. - Managed brand standards throughout every guest interaction with a focus on the delivery of Forbes Five Star standards across all Front Office team members. - Created the department’s first training manual incorporating systems training, property information and brand standards. - Facilitated the property-wide rollout of Alice (Hotel Operations Software) from start to finish including ongoing training for new hires. - Collaborated with Revenue and Sales and Marketing departments to drive new strategies and initiatives on both a local and national scale to boost business volume. Show less



Trip.com Group

• China
• Technology, Information and Internet
• 700 & Above Employee

• Regional Market Manager - New Zealand

  • May 2019 - Nov 2020

  Provide meaningful revenue management consultancy to hotel partners through data analysis, market insights and specific marketing promotions and campaigns through the use of Trip.com’s booking platform and extranet. Maintain rate parity, availability and inventory of key hotel partners and suppliers. ● Using provided systems to monitor and analyse budgets and preparing forecasts with an analytical mindset to assist all departments in their day-to-day operations. ● Review both historical and forecasted performance to work alongside our sales team in developing optimal sales strategies for maximum ROI and possible future opportunities. ● Point of contact for accounts and play a key role in the acquisition of new hotel partners through promotion of the company brand and its online reservation services to hotel partners. ● Source and manage both B2B and B2C products for Trip.com in order to offer the best products to our organisation and customers. ● Promote and educate partners on a wide range of company's products and tools increasing revenue and business production by 60%. ● Monitor and analyze competitor's strategies/promotions to ensure Trip.com's products remain competitive and strongly positioned within the marketplace. ● Host regular meetings/calls with key accounts to discuss property performance/statistics/market trends. ● Represent the company in the local market, build a company profile with tourism departments and key local influencers while providing industry expertise. ● Develop and sustain strong partner relationships through delivery of consulting services focusing on each individual partner with data analysis and positive business growth for key accounts. ● Execute overall market business plans to meet or exceed key targets, goals and/or strategic objectives for 2019 through overall client acquisition by 70% and platform production and revenue by 60%. Show less



Crown Resorts

• Australia
• Hospitality
• 700 & Above Employee

• Duty Manager

  • Dec 2017 - May 2019

  Led a team dedicated to providing the highest level of customer service and hospitality in an environment often sought out by high-end clientele. Main liaison between operations and department heads; communicated daily operations and ensured guest expectations were exceeded. Assisted with payroll and managed inventory and scheduling. ● Recognized as a leader in managing a comprehensive upsell program for the hotel ● Served as the main point of contact for VIP clientele and senior management by providing assistance when issues arose which resulted in achieving consistently positive outcomes for both the guests and business. ● Drove a strategic and successful upsell program through regular training and strategies to reach monthly targets laid out by Crown Management. ● Collaborated with the Casino and Entertainment complex to market and promote offerings to guests. ● Managed brand standards throughout every guest interaction with a focus on the delivery of Forbes Five Star standards across all Front Office team members. ● Wrote/updated department policies; facilitated training and implementation of hotel/department directives. Show less



Four Seasons Hotels and Resorts

• Canada
• Hospitality
• 700 & Above Employee

• Resort Assistant Manager/Front Office Supervisor

  • Oct 2016 - Oct 2017

  • Leading a team of young professionals dedicated to providing the highest level of customer serviceand hospitality in an environment often sought out by high-end clientele.• Acting as the main liaison between the front-line and department heads communicating dailyoperations, arrival and departure information as well as flagging VIP guests and ensuring allpreferences and standards are achieved at arrival and throughout the guest’s stay.• Held a key role in managing and driving the Resort’s Experience Our Best upsell program designed to driveroom revenue and produced results with increases of as much as 300% while enhancing the guestexperience.• Administrative responsibilities included assisting with payroll, managing inventory for dailyoperations and being a leading figure in managing a comprehensive upsell program for the resort.• Managing brand standards throughout every guest interaction with a focus on the delivery ofForbes 5 star standards across all Front Office teams including Front Desk, Concierge and GuestServices.• As a senior figure within the team, developing and coaching junior employees was key to setting upthe team for success and focusing on areas that required improvement and development.• Acting as the sole manager on both day and overnight shift, working closely with all departments forsmooth operations and setting daily operations up for success.• Writing, updating department policies and procedures to ensure correct training and implementationof hotel and department directives.• Maintaining guest confidentiality and ensuring any personal information is kept confidential,imperative to the type of high-profile guests and clientele of the Four Seasons brand. Show less

• Guest Relations Officer

  • Oct 2015 - Oct 2016



The Playford M Gallery Collection

• Adelaide, South Australia, Australia

• Front Desk Agent/Concierge

  • Aug 2014 - Aug 2015

  Collaborated with a team responsible for managing the entire guest experience from point of arrival through to send off of guests upon departure. Planned guest’s vacation experience including promoting the local attractions and arranging dinner reservations, tours and transportation. ● Made guest reservations during out-of-office hours and met all guest preferences and specific requests. ● Swiftly attended to guest requests in a timely and professional manner. ● Increased loyalty program sales through the promotion and sales of the brand’s loyalty program at both the complimentary and paid loyalty programs. Show less



Four Seasons Hotels and Resorts

• Canada
• Hospitality
• 700 & Above Employee

• Front Desk Agent

  • Dec 2013 - May 2014



Westin Hotels & Resorts

• United States
• Hospitality
• 700 & Above Employee

• Service Express Attendant

  • Dec 2012 - Jun 2013

  Interchanged between both the Guest Services and In-Room Dining teams. Provided a welcoming and professional arrival and departure experience. Worked independently on the overnights, handling guest inquiries and organising and preparing room service requests to guest’s specific preferences. Acted as commissionaire/doorman to help manage the hotel’s driveway and ensure it is clear of congestion. Interchanged between both the Guest Services and In-Room Dining teams. Provided a welcoming and professional arrival and departure experience. Worked independently on the overnights, handling guest inquiries and organising and preparing room service requests to guest’s specific preferences. Acted as commissionaire/doorman to help manage the hotel’s driveway and ensure it is clear of congestion.



Adina Apartment Hotels

• Germany
• Hospitality
• 100 - 200 Employee

• Porter

  • Dec 2011 - Dec 2012