Head Of Sales Operations

• Jan 2021 - Present

Assistant Manager

• May 2021 - Dec 2021

Jr. Sales

• Nov 2015 - Jan 2017

Front Desk Manager

• May 2014 - Sep 2015

Successfully managed a team of over 50 employees including: Bellmen, Valet, Front Desk Agents, PBX, Rooms Coordinators, Concierge, Pool Attendants, and Supervisors.Provided assistance to other employees and departments to contribute to the best overall performance of the department and the hotel and ensure safety by following guest check in and security procedures.Provided leadership, guidance and support in the areas of guest service, training, scheduling and performance management for the overall successful day-to-day operations. Provides the first point of contact for guests and was responsible for creating an excellent, memorable first impression.

Hotel Guest Service Manager

• Dec 2012 - May 2014

Responsible for overseeing the daily operation of the Guest Service Department: Foster and maintain positive relations with vendors, guests, and all operational departments; Provide superior guest service, assistance, and resolution in response to guest related situations; Evaluate guest survey data and develop processes to increase guest experience and satisfaction.Maintain positive customer and associate relationships: Hire, train, motivate, recognize, coach and develop guest service associates; Ensure proper staffing and scheduling for maximum productivity; control payroll costs to achieve maximum profitability.Responsible for guest service expectations: Coordinate and verify guest reservation information; Manage strict room inventory to achieve highest possible room occupancy percentage; Manage guest accounts to ensure correct rates are being applied, appropriate rate authorization is obtained where necessary, and a method of payment is being received; Review incoming groups to ensure all blocking needs and front office requirements are met and relay information to appropriate staff.

Security Supervisor

• Mar 2012 - Dec 2012

Manage a team of over 20 park rangers. Well versed in dealing with high pressure situations such as: Guest altercations, medical emergencies, lost children, and various other situations that arose. Instrumental in budget forecasting as well as departmental training and professional development for security staff.Assist with the development and implementation of value-added security programs, such as physical security, personnel safety, and awareness and training of all park personnel. Ensure that established security standard operating guidelines are adhered to by security personnel, and assist in drafting, publishing and distributing new or revised guidelines.

Security Area Lead

• May 2011 - Mar 2012

Scheduled and coached 20 person team. Go to lead for decision making to ensure best outcome for all parties involved.Execute security services as outlined and directed by Security ManagementObserve and report suspicious activities and personsWrite detailed narrative reports and maintain daily activity reportsEnforce rules, regulations, policies, procedures, and respond to emergency situations requiring security assistance

Loss Prevention Investigator

• Jan 2010 - May 2011

Responsible for conducting internal audits to ensure all cash handling departments maintained accurate safes. Addressed issues related to ticket scalping, fraud tickets, and was responsible for numerous arrests and banishments from property.Trained and certified in the Wicklander and Zulawski Interview and interrogation tactics.Conduct surveillance to detect loss. Conduct physical security checks. Make recommendations for ways to prevent loss.Called upon to speak with employees and/or guests who were part of an open investigations.

Park Ranger

• Mar 2008 - Jan 2010

Ensure all public areas have well stocked displays and point of sale, ready for the Attraction opening and that they are maintained and kept in a clean and tidy manner throughout the day.Respond and execute on any reasonable duty as detailed by the Management team of the Attraction .Provide directions to customers so that they may navigate throughout the attraction.Follow opening and closing procedures as detailed in the department’s operating plan.

Guest Service Associate

• Apr 2007 - Mar 2008

Promote Merlin Entertainments policy of quality customer care by ensuring a courteous, efficient, helpful and entertaining service to the public.To ensure the delivery of excellent guest experience.Greet all guests with eye contact, a smile and a verbal greeting on every transaction.Establishes a relationship that will make the customer feel comfortable and welcome.

Attractions Associate

• Mar 2006 - Apr 2007

Operates rides, oversees play areas, performs grounds cleaning duties and maintains LEGOLAND California’s highest standards of safety, guest service and cleanliness. Grounds staff rotation includes sweeping, washing down and cleaning grounds, trashcans and restrooms.As designated On-The-Job (OTJ) Trainer, I was assigned to train new hires on ride operations and other aspects of the role.