Coordinator, Industry Insights

• Feb 2020 - Present

Lead Concierge

• Apr 2016 - Dec 2017

Front Office Supervisor/Concierge Services

• Mar 2015 - Apr 2016

Ensure that consistent high quality customer service is delivered by all members of the team. Provide guidance and leadership to the front office staff using various coaching techniques and recurrent training. Focus on the overall guest experience and act as a point of contact between team members and management. - Focus on performance drivers to improve hotel survey scores related to the front office - Assist in implementing service recovery programs to the front office staff - Support the Director of Operations and Accounting team in the processing of daily reports - Address and monitor guest concerns and comments with proper follow up and resolution standards - Perform night audit functions and record daily revenue, settle folio variances, process folio billing - Acting concierge providing addition service to guest inquiries about the area and providing recommendations to local businesses and attractions

Front Office Supervisor

• Mar 2014 - Mar 2015

Ensure that consistent high quality customer service is delivered by all members of the team. Provide guidance and leadership to the front office staff using various coaching techniques and recurrent training. Focus on the overall guest experience and act as a point of contact between team members and management. - Performed front office job training following Hyatt Training guidelines during the onboarding process of new hire employees - Assisted agents in developing personal goals through coaching and recurrent training - Took ownership of any guest concerns and resolved them according to Hyatt standards - Encouraged and coached agents on reaching pre-set departmental upsell goals and reward program enrollments

Administrative Assistant – HR, Compensation & Benefits

• Oct 2011 - Nov 2012

Provide administrative support to the Vice President and Directors of Compensation and Benefits for the Americas Region and serve as a first point of contact for client meetings. Collaborate with VP and Directors to manage the departmental budget to ensure client services were paid in a timely fashion. Identified and planned for the purchasing of office supplies, equipment, facilities and services necessary to maintain an efficient office environment.- Monitored and reported variances to departmental budgets and tracked departmental spending- Maintained the appointment calendar and departmental expense report; coordinated telephone/conference calls; set up and maintained filing systems- Facilitated on and off-site team meetings, events, activities- Arranged travel for all members of the Compensation and Benefits team

Coordinator - Global Content Services

• Aug 2008 - Oct 2011

Support a global portfolio of 3000+ hotels by maintaining content through multiple revenue channels based on established brand guidelines and market trends. Verify and process content update requests through multiple revenue channels for new/existing/terminated hotels. Provide email and phone support for clients related to content and quality inquiries and updates.- Facilitated reporting of hotel content updates to third party clients for new and existing hotels- Fostered ongoing business relationships with internal domestic and global business partners and external clients such as Travelocity, Expedia, Orbitz, Priceline and their subsidiaries- Progressively developed a process for tracking hotel updates through third party client sites to ensure content quality and consistency through multiple revenue channels - Assisted in streamlining processes related to our content ticketing system to improve overall team efficiency and productivity- Applied strong communication skills and analytical abilities to identify and resolve customer problems; providing effective troubleshooting and support- Worked well both independently and as a team member; skilled at establishing rapport with individuals at all organizational levels and with diverse backgrounds

Reservation Specialist

• Jul 2006 - Aug 2008

Provide a unique hotel brand experience while maintaining credible presence during the reservation process for international and market specific reservation calls. Stay up to date on relevant trends and events for the assigned market. Utilize up-sell techniques to meet and exceed benchmarks set by the company based on market trends.- Point of contact for the IHG/Expedia re-launch project team. Oversaw the gathering and compilation of specific hotel data for 3000+ hotels and facilitated reporting to Expedia partners. - Project was completed ahead of schedule which allowed for additional quality control and process improvement- Participated in a focus group dedicated to developing specialists for new roles within IHG- Re-developed and facilitated delivery of a peer support program designed to provide feedback and growth opportunities to new reservation specialists- Assisted Training Specialists in a classroom environment for new hire orientation classes- Assisted reservation specialists with inquiries regarding the reservation process and system navigation- Received company recognition for managing multiple supervisory roles simultaneously