Night Manager

• Aug 2022 - Present

Guest Service Manager leading nightly business operations for Hilton's unique 466 room triplex featuring the Hilton Garden Inn, Home 2 Suites and Hampton Inn connected to the McCormick Place Convention Center. Updated SOP's and issued new training that created a more empowering and productive work space for Guest Agents; increasing our guest service scores. Demonstrated timely and effective resolutions to guest requests and concerns. Partnered with appropriate leadership to ensure our VIP and Group guest were handled properly. Conducted nightly auditing procedures Conducted chargeback investigations with solutions through Business Tracker, reducing chargeback loss to the 3 properties. Partnered with Finance department for month end procedures. Responsible for Hilton Advance deposit posting and reconciliation, local tracking reconciliations and other task as assigned by our Finance Team Developed experience working with a Unionized property Show less

• Aug 2021 - Aug 2022

Responsible for Frontend Operations including checkout processes, customer service desk returns and money services.Takes proactive steps to handle any shopper concerns, inquires, or issues submitted in person and through Medallia.Designated store recruiter. Assisted store People Lead in hiring and onboarding of new staff members.Produced balanced scheduling and successful training 50+ associates on a weekly basis.Preformed Orientation classes as well.Displayed outstanding customer service.Ensured Frontend operations were consistent with current or new company operations. Show less

• Dec 2019 - Aug 2021

• Aug 2019 - Dec 2019

Ensuring that store associates are up to date on training modules;Greeting customers and ensuring that they are having a pleasant shopping experience;Working to resolve any customer care complaints quickly and efficiently;Handling basic staffing issues like shift swap requests and call-out shift coverage;Preparing yearly reviews for eligible associates and providing constructive feedback.

Night Manager

• Aug 2018 - Jun 2019

Responsible for overnight hotel operations for a cluster of hotel properties featuring a 272 room Aloft, a 180 room Fairfield Inn & Suites, and 212 room Hyatt Place. Proficient with property management systems: Fossi (Fairfield), Lightspeed (Aloft), and Opera (Hyatt Place). Supervised night audit procedures for Aloft, Fairfield Inn & Suites, and Hyatt Place. Also performs complete night audit process when needed. Completed Onboarding and training of new hires. Ensures that all new and current employee are equipped with tools and resources necessary to be successful in their perspective roles. Monitored employee attendance, issued coaching and improvement plans to achieve development goals. Verified guest tracking scores and employee opinion survey goals are achieved. Actively participate in the decision making process on guest relocation for nights when over capacity, execute accordingly and ensure a smooth relocation process. Assist the Front Office Manager of each property in implementing and enforcing financial controls throughout the department, helping with control of operating expenses, scheduling and purchasing. Work closely with all Departments to improve guest services and foster cross departmental communication. Reviews financial statements, sales and activity reports, and other performance data to measure productivity and goal achievement and to determine areas needing cost reduction and program improvement. Current in all updates with regards to new procedures and training Show less

• Oct 2015 - Jul 2018

Supervised and performed the necessary duties required for the financial department, includingAccounts Receivables, Accounts Payable, audits, payroll and accounting.Prepared and submitted data for month end financial statements on a timely basis.Arranged Audits for the hotel property.Assisted in the preparation of annual budgets.Advance knowledge of Hiltons OnQ Property Management SystemSupervised CAM parking system.Effectively able to deal with and resolve conflict situations, such as disputes with billing.Intermediate knowledge of M3 accounting program.Completes monthly "Manager on Duty" shifts regularly.Trained new front office staff on 1st, 2nd and Night Audit Shifts.Covered shifts, including Night Audit.Acting C.A.R.E Committee TreasurerParticipated in C.A.R.E Committee monthly and quarterly events. Show less

• Mar 2015 - Oct 2015

Team Member

• Jun 2013 - Dec 2013