General Manager at Lark Hotels DBA Lark Hospitality - Hotel Management Group (2022-04 – 2026-05)
- Managing multiple teams across property; coordinating communication between several departments, including Maintenance, Guest Experience, and Housekeeping, while ensuring deliverables are met and delays are communicated in a timely way
- Diversify recruiting, creating Onboarding operating procedures to minimize turnover and maximize employee retention
- Routinely following up with leaders to ensure timelines and projects are being achieved; discuss roadblocks and drive introspection through team meetings, weekly 1:1's and constructive real time coaching
- Drive sales conversion through high level customer service, guest review follow up, and employee training on Guest Experience
- Cross portfolio alignment; acted as Task Manager to support the integration of new properties to the portfolio and culture, creating opening checklists to finalize purchasing needs, and develop strong relationships with new Ownership, employees, customers, and vendors
- Assisted in the transition, opening, onboarding, or activation of 5+ properties in a 70+ property portfolio - travel from VT to TX,DE, MA, NY
- Align with ownership and upper management on the Budget, review P&L and flag concerns or upcoming expenses in the month proactively
- Assure team growth with on-site mentorship, cross training opportunities, and compassionate coaching in the moment, as well as annual employee reviews
- Addressing guest satisfaction and customer care with an open mind, acknowledge the feedback and assess steps to resolve any issues or concerns - develop strategies with the team to proactively understand common concerns, professional engagement with customers, and resetting expectations to avoid unnecessary conflict
- Following through on all tasks and assignments from top down, and inspecting what I expect from my team to ensure consistent operations and clear deliverables
- Reviewing financial performance to address weak points of growth and assess any cost saving changes to alleviate unnecessary spending
- Onboarding, and continued orientation through software integration, real time interviews, and retraining annually
- Cross property schedule management, cross departmental training, and cross portfolio scheduling support to assist with opening of new properties
- Reviewing and redefining the inventory process, assuring no redundancies or fallacies in the system and reporting
- Social media marketing, local engagement, and promoting live music events (featuring G Love, Guster and others)
- Community, ownership, and vendor partnership cultivation and ongoing development to ensure company growth
- Responsible for overseeing 3 property openings, two ownership transitions, and multiple support opportunities throughout 70+ portfolio, in addition to providing accurate, on time financials and excellent guest service
Dual Outlet Manager, Beverage Manager at TopNotch Resort & Spa - Choice Hotels Group (2017-09 – 2021-05)
- Responsible for ordering, end of month inventory and building wine menus and cocktail matrix - addressing inventory variances, ensuring accurate reporting, and accountability in timely invoicing
- Front of House focus on interacting with guests, supporting staff members, and managing the floor in multiple outlets - Back of House focus on menu concepts and design, expediting food service, supporting staff during busy times, with some experience as prep cook
- Multi-department team development, employee benefit advocate
- Mentor and real time coach in standards of customer care - compassionate coaching and clear expectations ensure a smooth guest experience
- Reintegration of core team following Pandemic - supported reopening with enhanced security measures, customer protection and employee education
Front Desk agent, Night Auditor, Breakfast Attendant at The Hilton Garden Inn Downtown Burlington (2013-08 – 2017-05)
- Hired as Breakfast Attendant, cross trained to Front Desk Agent role, supporting both F&B and Guest Services teams throughout High School
- Supported guests in booking, modifying, and cancelling reservations - handled smooth check in process for groups of up to 50, as well as processing walk in reservations
- Engaged the LISTEN technique when handling guests feedback, or potential issues during the stay
- Trained and retained as a Night Auditor, handled end of day processes and cash balancing - rectifying reports and ensuring deposits are collected
- Assisted with luggage, concierge services, and acting as a local guide to all guests
