Director of Front Office at Fairmont Miramar Hotel & Bungalow (2025-04 – 2026-01)
- Led and developed 4 managers and 15+ team members, establishing leadership routines, accountability frameworks, and service standards that improved operational consistency.
- Directed daily operations for a 297-room luxury resort, stabilizing service delivery during transition while improving guest satisfaction and labor efficiency.
- Drove a sustained 40–50% increase in guest satisfaction scores by redesigning arrival/ departure flow, strengthening service recovery protocols and implementing service culture training.
- Improved online reputation scores by 25% (Revinate/VOG) through consistent execution of brand standards and cross-department collaboration.
- Owned labor planning, scheduling, payroll and departmental financial reviews, maintaining cost controls while elevating guest experience outcomes.
- Increased employee engagement scores by 20%, strengthening retention, and internal promotion.
Executive Administrative Assistant at Army & Air Force Exchange Services (2024-05 – 2025-04)
- Supported General Manager with executive-level reporting, financial presentations, and operational coordination across AAFES facilities.
- Organized and maintained various administrative and confidential files and records.
- Maintained inventory of office supplies and equipment.
- Served as the first point of contact for visitors and vendors, ensuring a professional and welcoming environment.
Director of Front Office at The Blackstone, Autograph Collection (2023-04 – 2024-04)
- Led daily operations for a 335-room luxury hotel, ensuring service consistency and elevated brand perception.
- Owned cross-functional alignment across the Front Office, Housekeeping, Engineering and Revenue teams.
- Reduced guest complaints by 20% by implementing standardized service protocols and escalation pathways.
- Achieved a 10% reduction in labor costs while maintaining guest satisfaction benchmarks.
- Increased upsell revenue by 30% through structured incentive programs and guest experience engagement training and performance trackers.
- Owned labor forecasting, scheduling, and cost controls for guest services while supporting departmental financial reviews.
Front Office Manager & Club Manager at The Langham Chicago (2022-04 – 2023-04)
- Led Front Office and Club Lounge operations at a Forbes Five-Star Luxury property for a 316-room property, ensuring consistent compliance with brand and Forbes standards.
- Designed and executed training calendars and mock audits, strengthening guest arrival experience and audit readiness.
- Achieved 80% guest satisfaction scores by leading high-impact team development initiatives, including strategic recruitment, performance coaching, and competency-based training programs that align with luxury service expectations.
- Elevated guest satisfaction scores by 20% in Club Lounge through service flow redesign and collaboration with Culinary on upgraded F&B offerings.
- Reduced operational expenses by 10% through inventory control measures while maintaining service levels.
Assistant Operations Manager at Hyatt Centric Magnificent Mile (2019-04 – 2022-04)
- Successfully managed Front Office operations for a 419-room urban lifestyle property, ensuring seamless elevated guest experience consistency.
- Reduced onboarding time by 20% with the development and implementation of a new training manual.
- Increased staff performance ratings by 40% with team collaboration and guest service standards.
- Proactively handled guest concerns and analyzed guest feedback, maintaining a strong focus on satisfaction, loyalty, and service recovery.
Front Desk Supervisor at Hyatt Centric Magnificent Mile
Front Desk Agent/ PBX Operator at Sonesta Simply Suites (Chicago O'Hare)
Housekeeping Supervisor at Extended Stay America
Cashier/ Retail Sales Associate at Zara
Barista at Starbucks
Crew Member at Chipotle
