Experience

CSM Corporation

• United States
• Real Estate
• 200 - 300 Employee

• Complex Front Office Manager

  • Jul 2021 - Present

  • Collaborate with internal departments to develop strategies to increase revenue, guest satisfaction and employee engagement. • Train and educate team members on brand programs, guest satisfaction, service recovery and best practices. • Lead the department in process improvement projects. • Accountable for guest satisfaction, service standards, expense management and hotel profitability. • Collaborate with internal departments to develop strategies to increase revenue, guest satisfaction and employee engagement. • Train and educate team members on brand programs, guest satisfaction, service recovery and best practices. • Lead the department in process improvement projects. • Accountable for guest satisfaction, service standards, expense management and hotel profitability.



Network In Action International

• United States
• Advertising Services
• 1 - 100 Employee

• Franchise Owner

  • Dec 2020 - Jun 2022



Ledgestone Hospitality

• United States
• Hospitality
• 1 - 100 Employee

• Regional Director of Operations

  • Jun 2019 - Sep 2021

  • Conducted hotel business performance reviews and audits. Developed action plans to improve business performance. • Respond to hotel support requests and provided solutions for central reservation systems, revenue management and best practices. • Communicated and collaborated with property owners, keeping them engaged and informed of property performance and goals. • Conducted hotel business performance reviews and audits. Developed action plans to improve business performance. • Respond to hotel support requests and provided solutions for central reservation systems, revenue management and best practices. • Communicated and collaborated with property owners, keeping them engaged and informed of property performance and goals.



Legacy Hotel Group

• United States
• Hospitality
• 1 - 100 Employee

• Director of Operations

  • May 2014 - Apr 2019

• Director of Operations

  • May 2014 - Apr 2019

  Led a team of General Managers from 14 hotel properties that average NPS 60.29 and annual revenues of $22,000,000. Earned five Presidents Awards from Radisson Hotel Group for three consecutive years.Leadership Development: Recruited, hired and trained General Managers• Met with leadership individually to review goals and accomplishments and discuss property information and KPIs • Conducted annual performance reviews and recognition for all direct reports • Developed and mentored employees to promotionsStreamlined Procurement Process: Decreased costs by 2.5% by developing client relationships, restructuring ordering process Improved Guest Satisfaction and Property Ranking: Increased NPS by over 20 points by establishing monthly analysis of guest metrics, identifying areas of opportunity and implementing improvement action plans• Established set guidelines for responding to guest comments in person and online• Developed problem resolution procedures that empowered staff to perform service recovery the while guest was still on siteProperty Improvement Plan Management (PIP): Collaborated with brand to ensure continuous progress on all PIPs • Annually reviewed PIP with brand, developed strategic plans for annual improvements, resolved design challenges and submitted plans for approvalBudgeting and Revenue Analysis: Developed annual budgets in conjunction with revenue manager• Implemented variance reporting, improving understanding of market segments, revenues, labor expenses and cost containment Best Practices and Idea Development: • Promoted brand standards to ensure guests had a positive and consistent experience • Developed and implemented training focusing on the guest that provided consistency Hotel Sales and Acquisitions: Acted as the owner representative and point person for staff during transition• Formulated an assessment and made recommendations of the property needs and due diligence prior to completing an acquisition Show less



Hospitality Investors

• Director of Operations

  • Oct 2007 - May 2014

  Director of Operations Provided leadership to General Managers at 12 limited service properties Accountabilities Recruitment, Retention of General Managers: Identified and evaluated existing leadership strengths and skills. Recruited and placed high producing leaders to take over daily property operations. Rate Strategy Development: Defined seasons driving demand during shoulder seasons and increased RevPar 3% YOY. Developed and executed revenue management guidelines, using brand programs Operational Excellence: Created and implemented cost containment measures reducing overall expense by 13%. Established baseline average expenses by category. Restructured budget process to improve overall financial results Work Comp Claims Management: Reduced workplace injuries by 32% by Show less