Complex Associate Director of Sales

• Jun 2023 - Present

Assistant General Manager

• Dec 2022 - May 2023

Director Of Front Office Operations

• Feb 2022 - Dec 2022

General Manager

• Mar 2021 - Mar 2022

Assistant General Manager

• Feb 2018 - Mar 2021

Operations Manager

• Aug 2016 - Feb 2018

Guest Services Manager

• Jan 2014 - Aug 2016

Manage all components of Front Desk, PBX, Concierge and Bellman/Valet/Shuttle Services within a 489 room Full-Service Property by: • Provide strategic leadership and direction for current and future operational plans.• Management responsibilities for hourly staff of up to 30 members. • Ensure customer satisfaction is maintained by monitoring, evaluating, and auditing the daily success of the “CARE” log and service; offering, initiating improvements and building relationships.• Train all new front office associates and assist with performance reviews, demonstrating high level of integrity, confidentiality and fairness, planning and hosting monthly departmental meetings, manage room inventory• Field guest complaints, conducting thorough research to develop the most effective solutions and negotiate results Show less

Front Office Supervisor

• Apr 2012 - Jan 2014

Providing outstanding customer service, exceeding customer expectations, Supervising all front office operations to smoothly check in and out nearly 489 rooms per day, while still "wowing" our guests; Supervising guest agents and answering any questions to problems they encounter; answering phones, handling cash, and credit transactions efficiently, balancing cash drawers nightly; Sending out a nightly report of any events that occur; Coordinating with each department to ensure rooms are ready and available by check in time, that the front office is well informed on events to direct guests with questions. Ensuring the safety of all guests, especially during emergency situations; emailing guests with addresses on file to thank them for staying and welcoming them back to the hotel, making certain that each guests' stay is pleasant, memorable and is one they will return for again and again. Show less

Front Desk Supervisor

• Jun 2011 - May 2012

Performing Manager on Duty (MOD) shifts approximately four nights each week, inspecting the hotel grounds and ensuring each department runs smoothly throughout the evening; sending out a nightly report of any events that occurred. Supervising front desk activities, running reports, holding MOD keys, maintaining the MOD bank and making change for different departments. In the case of an emergency: investigating alarms, coordinating with the engineering department and local law enforcement to determine that it is safe to re-enter the hotel and announcing “All-Clear” status over the intercom and clearing fire alarms on the fire panel. Coordinating with the sales department and food and beverage department to ensure that special events run smoothly and that any special notations for incoming groups are noted and executed for each guest as requested. Show less

Sales Floor Leader

• Nov 2007 - Sep 2011

Floor Leader - Family Christian Stores Nov 2007 - August 2011 Provides prompt, courteous customer service, Rings up all sales on cash register, properly and accurately handling money, checks and other types of payment received for products sold. Performs housecleaning duties essential to maintain store cleanliness and basic upkeep and/or cleaning of all equipment in the store. Assists in maintaining proper inventory levels and shift audits. Controls merchandise, cash shortages and other selling expenses. Performs all duties with minimal supervision; some times working irregular hours, attend job-related meetings and perform other duties as assigned Show less