Experience

Palm Holdings

• Canada
• Hospitality
• 1 - 100 Employee

• Guest Services Manager

  • Mar 2016 - Present

  Responsible for all front office operations including hiring, training, cash handling, scheduling, reporting, accounting, responding to social media reviews, and heavy emphasis on guest service and satisfaction including resolution and maintaining guest loyalty. Proficient in hotel conversion, new hotel opening, renovation. Responsible for all front office operations including hiring, training, cash handling, scheduling, reporting, accounting, responding to social media reviews, and heavy emphasis on guest service and satisfaction including resolution and maintaining guest loyalty. Proficient in hotel conversion, new hotel opening, renovation.



Contempo Florida Holidays

• Davenport, Florida

• Reservations Team

  • Apr 2011 - Mar 2016

  Responsible for day-to-day operations in the Reservations office for placement of bookings, maximizing property planners, payments, correspondence, managing guest reviews and feedback, placing owner bookings, acquiring additional inventory during peak times, general administrative duties, as well as additional projects as needed by upper level management. Responsible for day-to-day operations in the Reservations office for placement of bookings, maximizing property planners, payments, correspondence, managing guest reviews and feedback, placing owner bookings, acquiring additional inventory during peak times, general administrative duties, as well as additional projects as needed by upper level management.



Lake Eve Resort

• Orlando, Florida Area

• Reservations Manager

  • Oct 2009 - Mar 2011

  Responsible for managing all extranet avenues for e-commerce, wholesale, corporate, and leisure reservations including rates and inventory for corresponding rate seasons Responsible for inputting all reservations, including those requested by phone, fax, or e-mail Worked closely with General Manager and Director of Sales for optimum revenue maximization by analyzing trends and forecasting projections. Offered support to Sales Department, Accounting, and Front Desk in times of… Show more Responsible for managing all extranet avenues for e-commerce, wholesale, corporate, and leisure reservations including rates and inventory for corresponding rate seasons Responsible for inputting all reservations, including those requested by phone, fax, or e-mail Worked closely with General Manager and Director of Sales for optimum revenue maximization by analyzing trends and forecasting projections. Offered support to Sales Department, Accounting, and Front Desk in times of need Responsible for training front desk agents on proper reservation techniques including phone etiquette Ensuring complete guest satisfaction with regard to reservation requests Show less Responsible for managing all extranet avenues for e-commerce, wholesale, corporate, and leisure reservations including rates and inventory for corresponding rate seasons Responsible for inputting all reservations, including those requested by phone, fax, or e-mail Worked closely with General Manager and Director of Sales for optimum revenue maximization by analyzing trends and forecasting projections. Offered support to Sales Department, Accounting, and Front Desk in times of… Show more Responsible for managing all extranet avenues for e-commerce, wholesale, corporate, and leisure reservations including rates and inventory for corresponding rate seasons Responsible for inputting all reservations, including those requested by phone, fax, or e-mail Worked closely with General Manager and Director of Sales for optimum revenue maximization by analyzing trends and forecasting projections. Offered support to Sales Department, Accounting, and Front Desk in times of need Responsible for training front desk agents on proper reservation techniques including phone etiquette Ensuring complete guest satisfaction with regard to reservation requests Show less



Hampton Inn South of Universal Studios

• Assistant General Manager

  • Jan 2007 - Oct 2009

  Assisting General Manager with duties as necessary, hiring, training, payroll, overseeing Front Office, Maintenance, Housekeeping, Accounts Payable/Receivable, responding to guests' needs in a timely, friendly and efficient manner Assisting General Manager with duties as necessary, hiring, training, payroll, overseeing Front Office, Maintenance, Housekeeping, Accounts Payable/Receivable, responding to guests' needs in a timely, friendly and efficient manner



Hampton

• United States
• Hospitality
• 700 & Above Employee

• Assistant General Manager

  • Jan 2007 - Oct 2009

  Managed operations for 170 room property, including supervision of Front Desk, Reservations, Engineering, Housekeeping, and Comp Services Held responsibility of collections of Aging Accounts, reducing balance by more than 60% in approximately 3-6 months from hire date Maintained "Acceptable" ratings from each Quality Assurance Inspection including a 99.88% in "Cleanliness" Recipient for 2007 "Spirit of Hampton" Award for excellence in Guest… Show more Managed operations for 170 room property, including supervision of Front Desk, Reservations, Engineering, Housekeeping, and Comp Services Held responsibility of collections of Aging Accounts, reducing balance by more than 60% in approximately 3-6 months from hire date Maintained "Acceptable" ratings from each Quality Assurance Inspection including a 99.88% in "Cleanliness" Recipient for 2007 "Spirit of Hampton" Award for excellence in Guest Service Ensured compliance of Hampton brand and standard policies Responsible for hiring, training, payroll, resolution of guest concerns, accounts payable and receivable Show less Managed operations for 170 room property, including supervision of Front Desk, Reservations, Engineering, Housekeeping, and Comp Services Held responsibility of collections of Aging Accounts, reducing balance by more than 60% in approximately 3-6 months from hire date Maintained "Acceptable" ratings from each Quality Assurance Inspection including a 99.88% in "Cleanliness" Recipient for 2007 "Spirit of Hampton" Award for excellence in Guest… Show more Managed operations for 170 room property, including supervision of Front Desk, Reservations, Engineering, Housekeeping, and Comp Services Held responsibility of collections of Aging Accounts, reducing balance by more than 60% in approximately 3-6 months from hire date Maintained "Acceptable" ratings from each Quality Assurance Inspection including a 99.88% in "Cleanliness" Recipient for 2007 "Spirit of Hampton" Award for excellence in Guest Service Ensured compliance of Hampton brand and standard policies Responsible for hiring, training, payroll, resolution of guest concerns, accounts payable and receivable Show less



The Palms Hotel & Villas

• Front Office Manager

  • Jul 2005 - Sep 2006

  Directed all Front Office operations including hiring, training, payroll, reservations, guests requests, cash handling. Acted as MOD in absence of General Manager Directed all Front Office operations including hiring, training, payroll, reservations, guests requests, cash handling. Acted as MOD in absence of General Manager



Palms Hotel and Villas

• Front Office Manager

  • Jul 2005 - Sep 2006

  Managed front desk operations for 320 unit property, including reservations, check-in/check-out, cashiering, group management, night audit functions and food service Supervised 10 staff members Held responsibility for all hiring and training of front office employees Ensured compliance of all policies and procedures Provided guidance/assistance with resolving guest concerns Made forecasts/projections and analyzed trends for hotel operations Acted as manager on duty… Show more Managed front desk operations for 320 unit property, including reservations, check-in/check-out, cashiering, group management, night audit functions and food service Supervised 10 staff members Held responsibility for all hiring and training of front office employees Ensured compliance of all policies and procedures Provided guidance/assistance with resolving guest concerns Made forecasts/projections and analyzed trends for hotel operations Acted as manager on duty during absence of Director of Operations Show less Managed front desk operations for 320 unit property, including reservations, check-in/check-out, cashiering, group management, night audit functions and food service Supervised 10 staff members Held responsibility for all hiring and training of front office employees Ensured compliance of all policies and procedures Provided guidance/assistance with resolving guest concerns Made forecasts/projections and analyzed trends for hotel operations Acted as manager on duty… Show more Managed front desk operations for 320 unit property, including reservations, check-in/check-out, cashiering, group management, night audit functions and food service Supervised 10 staff members Held responsibility for all hiring and training of front office employees Ensured compliance of all policies and procedures Provided guidance/assistance with resolving guest concerns Made forecasts/projections and analyzed trends for hotel operations Acted as manager on duty during absence of Director of Operations Show less



Hampton Inn Maingate East

• Reservations Manager

  • Nov 2004 - Jul 2005

  Directed all Front Office operations including hiring, training, payroll, reservations, correspondence, guest services. Acted as MOD in absence of General Manager Directed all Front Office operations including hiring, training, payroll, reservations, correspondence, guest services. Acted as MOD in absence of General Manager



Hampton

• United States
• Hospitality
• 700 & Above Employee

• Reservations Manager

  • Nov 2004 - Jul 2005

  Held responsibility for accurate reservation procedures for revenue maximization at 164 unit hotel Handled daily payroll and other human resources duties Worked closely with Sales Department for effective group management Managed blocking of guest rooms for optimal guest satisfaction Held responsibility for all hiring and training of front office employees Made forecasts/projections and analyzed trends for hotel operations Served as main contact point for all… Show more Held responsibility for accurate reservation procedures for revenue maximization at 164 unit hotel Handled daily payroll and other human resources duties Worked closely with Sales Department for effective group management Managed blocking of guest rooms for optimal guest satisfaction Held responsibility for all hiring and training of front office employees Made forecasts/projections and analyzed trends for hotel operations Served as main contact point for all Hilton/Hampton Inn training information Show less Held responsibility for accurate reservation procedures for revenue maximization at 164 unit hotel Handled daily payroll and other human resources duties Worked closely with Sales Department for effective group management Managed blocking of guest rooms for optimal guest satisfaction Held responsibility for all hiring and training of front office employees Made forecasts/projections and analyzed trends for hotel operations Served as main contact point for all… Show more Held responsibility for accurate reservation procedures for revenue maximization at 164 unit hotel Handled daily payroll and other human resources duties Worked closely with Sales Department for effective group management Managed blocking of guest rooms for optimal guest satisfaction Held responsibility for all hiring and training of front office employees Made forecasts/projections and analyzed trends for hotel operations Served as main contact point for all Hilton/Hampton Inn training information Show less



Homewood Suites by Hilton

• Guest Manager

  • Dec 2002 - Nov 2004

  Worked in front desk operations for 156 unit all-suite property, including leisure and wholesale reservations, check-in/check-out, cash handling and heavy phone work Held responsibility for maintaining contact with Hilton Honors guests, including submission of invoices to Hilton Honors Program for reward stays, blocking of rooms for optimum Honors guest enjoyment, preparation of daily check-in packets for Honors guests and satisfied Honors guests€* service issues or concerns Worked in front desk operations for 156 unit all-suite property, including leisure and wholesale reservations, check-in/check-out, cash handling and heavy phone work Held responsibility for maintaining contact with Hilton Honors guests, including submission of invoices to Hilton Honors Program for reward stays, blocking of rooms for optimum Honors guest enjoyment, preparation of daily check-in packets for Honors guests and satisfied Honors guests€* service issues or concerns