Operations Manager at Tumi Hospitality Staffing (2025-10 – 2026-01)
- Managed relationships with hotel leadership across six properties, serving as primary point of contact for daily operational support and service coordination.
- Proactively identified operational gaps and implemented solutions to maintain service continuity across multiple accounts.
- Resolved last-minute operational and staffing issues to prevent service disruptions.
- Maintained and optimized workforce and compliance data for 100+ employees using CRM systems, ensuring accuracy and reporting readiness.
- Delivered standardized reports and insights to support leadership decision-making and operational performance.
Customer Success Manager at La Isla Vacation Rentals (2022-08 – 2024-08)
- Managed a portfolio of 60+ luxury short term rental properties, delivering high-touch support and maintaining long-term client relationships across 100+ daily interactions.
- Managed multi-platform data integrity across Guesty, Hostaway, Streamline, and OTA channels, ensuring accuracy in reservations, payments, and reporting.
- Provided technical support via live chat and video, troubleshooting OTA sync errors, reservation discrepancies, automation failures, and payment issues, restoring normal operations within hours.
- Led onboarding and supported ongoing use of SaaS platforms, guiding users with varying technical proficiency and improving platform adoption.
- Documented and resolved escalated issues and built process improvements to reduce repeat support tickets and improve resolution speed.
- Maintained consistent 5-star satisfaction rating, generating 30+ verified positive reviews per month through proactive issue resolution.
Revenue & Reservations Manager at Aimbridge Hospitality (2020-10 – 2022-08)
- Directed pricing, distribution, and revenue strategy for a 298-room IHG property using Opera PMS and GDS data, translating complex booking trends into actionable recommendations that helped leadership improve RevPAR.
- Managed reservations, inventory and group room blocks in Opera PMS and OTA platforms, coordinating rooming lists to maintain optimal availability and support group bookings.
- Maintained property data integrity with the expert usage of Opera PMS, tracking reservations, booking pace, account performance, and revenue metrics.
- Built automated Excel reporting tools (macros, pivot tables), reducing manual reporting time by 80%.
- Conducted OTA commission audits, working to identify discrepancies and saved over $2,000+ per month.
- Elevated property to #1 in benchmark group • 65% conversion rate on reservation calls.
Guest Services Coordinator at Safi Royal Luxury Hotels (2019-08 – 2020-11)
- Coordinated guest communications, reservations, billing requests, and service inquiries for a 244-room luxury hotel, serving as a central liaison between guests and operational departments.
- Trained and onboarded new team members, on guest service procedures, systems, and operational workflows, helping maintain service consistency across the department.
- Managed guest services inventory, welcome amenities, personalized arrival experiences, and interdepartmental coordination with housekeeping to ensure consistent luxury service standards.
- Provided cross-functional support to front desk operations, handling reservations, guest check-ins, payment processing, and administrative requests during peak demand periods.
- Resolved a backlog of 1,500+ outstanding invoices, restoring operational workflow and improving billing efficiency.
Corporate Travel Agent at EnlaceForte (2019-02 – 2019-08)
- Served as primary point of contact for 15 VIP corporate accounts, working directly with executive assistants and decision-makers to manage travel programs and specialized accommodation requests.
- Oversaw 150+ daily reservations through Amadeus and Sabre, ensuring accuracy, policy compliance, and seamless traveler experiences under high-volume conditions.
- Developed relationships with hotel sales teams and negotiated preferred rates, partnership opportunities, and accommodation solutions tailored to client requirements.
- Coordinated rooming lists, executive travel itineraries, changes or disruptions, and special accommodations for corporate travelers while maintaining high service standards.
Guest Relations Agent at Grupo Posadas (2018-05 – 2019-02)
- Delivered luxury-level guest service for VIP and high-profile guests at a 180-room business luxury hotel.
- Managed check-ins, check-outs, billing, and guest requests using Innsist and POS systems.
- Resolved guest concerns and service issues while maintaining exceptional satisfaction standards in a fast-paced, high-scrutiny environment.
- Coordinated with housekeeping, maintenance, and operations teams to ensure seamless guest experiences.
