Manager Front Office

Professional Experience

Carpedia Hospitality Ltd.

Consultant (11/2019- Present)

Travel Based Position, Global

• Analyze work processes and management systems using area profile interviews of area leaders and associates, data analysis, field observation, client collaboration as well as process and system redesign

• Work directly on site to provide recommendations to client managers to facilitate process and financial improvement changes resulting in an average of 6% labor savings amongst completed projects

• Design reporting systems to allow for better forecasting and scheduling tools which resulted in increased visibility within the business and enhanced management controls

American Cruise Lines

Hotel General Manager (03/2019- 11/2019)

Shipboard position, USA

• Oversee all Hotel Operations on board boutique luxury cruise ships with passenger counts ranging from 100-190 passengers throughout the 2019 cruise season

• Direct reports included Assistant Hotel Manager, Dining Room Manager, Housekeeping Manager, Cruise Director, Guest Service Coordinator, Executive Chef and all shipboard hotel crew.

• Mentored 3 crew members through the leadership development program which included daily meetings and training sessions which resulted in the promotion to management positions for all 3 crew

• Implement programs and work together with the shipboard officers to maintain a 30% rebooking rate

• Communicate regularly with Captain and Marine Operations team to manage itinerary changes and ship maintenance needs

Oxford Hotels and Resorts

Director of Rooms (03/2018- 03/2019)

Godfrey Hotel and Cabanas Tampa: Tampa, Florida

• Oversee the operation of Housekeeping and Front Office departments in a 276-room property. Direct reports include 2 department managers, 3 supervisors and 40 associates

• Lead transition to a pay per room model for housekeeping in partnership with StaffPro Managed Services to control labor expense and increase cleanliness scores

• Created mentor program resulting in 3 associates being promoted to leadership roles at the property

• Implemented Quore software program to improve efficiency and communication between departments

• Implemented Ivy by Go Moment in order to better connect with guests through SMS text while increasing F&B revenue 4% and Room Ancillary revenue 11% year over year

• Implement processes using Six Sigma methodology to improve efficiency of Room Attendant position resulting in an annual labor savings of 5%

• Serve as the champion of Revinate program to analyze guest feedback and implement programs which increased NPS score 10 points year over year

LRA by Deloitte

Consultant, Customer Experience Measurement (09/2015- 03/2018)

Travel Based Position, North America

• Work with leading hospitality companies to ensure consistent branded experiences for guests

• Conduct Brand Standard Audits for 21 Marriott/SPG hotel brands ranging from select to luxury service

• Travel to client locations and conduct evaluations based on client requirements

• Communicate standards and information clearly to client management teams

• Accurately record all information gathered during inspections into reporting system

Starwood Hotels and Resorts (02/2013-09/2015)

Complex Housekeeping Manager (01/2015-09/2015)

Walt Disney World Swan and Dolphin Resort: Orlando, Florida

• Managed daily operations of the Housekeeping department including 400 associates with a focus on the supervisor role including onboarding, training and leadership development of supervisor team.

• Guest Experience Index Champion for the complex reviewing guest feedback and communicating opportunities and new initiatives to all departments and Executive Committee

• Lead project groups conducting root cause analysis and implement programs to improve the guest experience and operational efficiencies

• Utilized six sigma methodology to improve inspection program in collaboration with the Rooms Division to ensure each room is inspected prior to guest arrival which drove property cleanliness score from 87% to 92%

Overnight Resort Manager (12/2013-01/2015)

Sheraton Kauai Resort: Koloa, Hawaii

• Served as the Manager on Duty and ensure total guest satisfaction.

• Managed all overnight operations of the resort including Housekeeping, Front Desk, Engineering and Security departments.

• Managed resort laundry including bi-monthly linen inventory, linen ordering and laundry washing contract with outside vendor to control expenses and ensure a quality product for all guests

• Served as the Lead Six Sigma Greenbelt for the property to drive operational innovation

• Championed multiple corporate initiatives to improve guest satisfaction amongst all departments

Management Trainee (06/2013-12/2013)

Sheraton Kauai Resort: Koloa, Hawaii

• Intensive six-month program designed to identify and develop executive-level leaders

• 3 months serving as Property Operations Manager (HSKP/Eng); staff of 100 associates

• 2 months in Front Office serving as Guest Services Manager serving as the Manager on Duty

• Use of Starwood systems including Lightspeed, Galaxy, StarGuest Response and ADP Timesaver

Food and Beverage Intern (02/2013-05/2013)

The Moana Surfrider, a Westin Resort and Spa- Honolulu, Hawaii

• Assisted in daily operations of four dining outlets located in the resort

• Created and lead a re-training of service standards to the 10 restaurant hosts

Education:

Hawaii Pacific University University of Louisiana at Lafayette

Honolulu, Hawaii Lafayette, LA (Online Program)

BSBA, International Business MBA Candidate- Estimated Completion 12/2021

Certifications:

Hospitality & Tourism Management Certificate

Florida Atlantic University College of Business

Six Sigma Greenbelt

Starwood Hotels and Resorts

Servsafe Management Certification

Valid through 01/2022

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