Experience

Argosy Casino Hotel & Spa Riverside

• United States
• Gambling Facilities and Casinos
• 1 - 100 Employee

• Director of Hotel Operations

  • Aug 2018 - Present

  • Strategize/collaborate with marketing and revenue leadership teams to drive organizational sales and success. • Deliver leadership to over 50 staff, including managers instilling a performance-based culture. o Partner with the hotel leadership team on the talent acquisition recruitment process and weigh in on hiring decisions for supervisory positions and above. • Create and communicate departmental employee engagement plan based on yearly employee survey scores to increase employee satisfaction, retention, and drive engagement. • Collaborated on two property employee guidance manual updates, including a companywide initiative to work towards a more consistent policy for the organization nationwide. • Bridge management and employee relations by addressing employee needs and grievances through open communication, one-on-one meetings with team members, skip level, small group meetings, and round table meetings to develop actionable items and solutions. • Manage an $8MM budget and monthly P&L for Hotel, Spa, and Valet departments to ensure efficient operations that meet guest standards and drive financial performance and profitability. ACHIEVEMENTS • Gained a cost savings of over $15K annually for in-room amenities, while maintaining quality, by conducting research on options and ultimately changing vendors and product selection and negotiating cost-effective contracts. • Managed the project plan, business requirements, resource management, project documentation and reporting, and implementation of the Hotel Amenity Fee Project that generated over $850K in 2019 and projected to generate over $1MM in 2020 and annually after that. • Awarded AAA 4 Diamond Award status every year from 2012 to present due to outstanding operations, talent and project management practices. • Reached Top 5 out of 24 hotels on Customer Service scores in 10 different hotel areas. • Developed, coached, and mentored team members who have moved up to leadership positions in the organization. Show less



Argosy Casino Hotel & Spa Riverside

• United States
• Gambling Facilities and Casinos
• 1 - 100 Employee

• Hotel Manager

  • 2011 - 2018

  • Led a staff of up to 90 employees, including managers. Hired, trained, managed, and developed Front Office, Housekeeping, Spa, and Revenue Management Teams as well as the Environmental Services Team 2013 to 2015. • Delegated to a team with diverse skills and monitored the progress of key performance indicators (KPIs).• Managed staff through stages of change to minimize resistance as a result of the significant hotel renovation.• Developed, optimized, and implemented business process best practices through standard operating procedures (SOPs), communication tools, training, and policies to drive profitability and ensure consistency in performance.• Earned Triple-A 4 Diamond Hotel Award Winner for the first time in 2012.• Appointed as Red-Carpet Customer Service Trainer.ACHIEVEMENTS• Contributed as a critical member of the team by recognized multiple agendas and driving strategic decisions in ways that fostered cooperation for the completion of a $4.8MM Hotel Renovation in 2018. o Reopened rooms after reno one week ahead of schedule.• Saved approximately $10K in labor costs annually by diligently monitoring overtime, implementing creative scheduling changes, and focusing workforce on peak demand hours. Show less

• Housekeeping Manager

  • 2010 - 2011

  • Recruited, hired, trained, and managed employee development plans for Supervisors and team members.• Developed, implemented, and updated departmental standard operating procedures (SOPs), training programs, and processes to drive profitability and proper execution of operational initiatives.

• Front Office Manager

  • 2007 - 2010

  • Contributed as a key participant of the Hotel Management Opening Team.• Recruited, hired, trained, managed, and developed Assistant Front Office Managers and Front Desk Agents.• Developed and implemented departmental SOPs, new hire training programs, monthly training, and secret shop programs to drive profitability, consistency of service standards, and customer experience.• Coordinated inter-departmental training and process improvement procedures. o Created all departmental training materials and presentations and conducted training sessions for opening team members as well as train the trainer. Show less



Sheraton Clayton Plaza

• United States
• Hospitality
• 1 - 100 Employee

• Assistant Front Office Manager

  • 2004 - 2006

  • Trained, managed, and scheduled Front Desk agents, PBX agents, bellmen, shuttle drivers, and concierge. • Collaborated with Front Office Manager to assist in monthly billing and budgeting. • Selected to serve as Task Force Manager at Sheraton Miami Biscayne Bay, a large high volume hotel, from February to April 2005 to accommodate property ownership transition after it was sold. o Managed the task force for approximately 3 months to ensure quality standards were still being met. o Managed bookings and financial transactions for airline crew rooms, which included per diem payments to the employees, cruise line groups. o Collaborated with staffing agencies to ensure the appropriate level of staffing. • Selected to fill in as Acting Front Office Manager at Sheraton Clayton for 4 months in 2005 to cover FMLA absence. • Appointed as Starwood Building World Class Brands Trainer. Show less