Operations Manager at Courtyard by Marriott (2024-09 – Present)
Develop, implement, and monitor day-to-day operational systems and processes to provide visibility into the goals, progress, and obstacles of key initiatives. Draw on relationships with department heads, external partners, and vendors to make decisions regarding operational activity and strategic goals.
- Assisted the General Manager in Cash Deposits and Admin Tasks
- Hiring, training, scheduling, and evaluating staff performance, as well as resolving internal conflicts
- Staff Leadership & Management: Hiring, training, scheduling, and evaluating staff performance, as well as resolving internal conflicts
Background Investigator at CACI INC (2024-03 – 2024-05)
Organized and prioritized workload to meet the needs of the customer (DCSA) to determine the eligibility of individuals seeking a National Security position by conducting comprehensive interviews with subjects, employers, associates, references, and reviewing appropriate records to obtain facts to resolve all material issues in a case.
- Documented and submitted a detailed report of investigation within a strict timeline
Assistant General Manager at Homewood Suites (2023-06 – 2023-12)
Assist General Manager in the day-to-day operation of the hotel in maintaining all standards of guest service.
- Analyze the performance of each department, report any problem areas, and make recommendations to improve profitability for hotel operations
- Facilitates management of the hotel's human resources functions, such as HR administration, turnover control, staff motivation, and employee development and retention
- Ensure that all local, state, and federal rules and regulations, as well as any corporate or brand-established policies and practices, are followed
- Input invoices into our M3 software programming
- Handle any and all Accounts Receivables and log them into our records for future audits
- Responsible for chargebacks that came to our hotel and respond to them in a timely manner
- Ensure to respond to any guest complaints in a timely manner
Director of Operations at Hilton Garden Inn (2022-06 – 2023-06)
Develop, implement, and monitor day-to-day operational systems and processes to provide visibility into the goals, progress, and obstacles of key initiatives. Draw on relationships with department heads, external partners, and vendors to make decisions regarding operational activity and strategic goals.
- Plan, monitor, and analyze key metrics for day-to-day operations to ensure efficient and timely completion of tasks
- Devise strategies for ensuring the growth of programs enterprise-wide and implement process improvements to maximize output and minimize costs
- Adhere to the company's policies and standards and ensure that laws and regulations are being followed
- Work closely with the General Manager to lead the team with integrity and to establish and maintain a trusting, inclusive, and productive environment
Front Desk Manager/Sales Manager at Best Western Plus (2021-03 – 2022-06)
- Defining and implementing front desk objectives and procedures
- Hiring and training staff and managing the shift schedules
- Tending to guests' complaints and questions and providing exceptional customer service
- Ensuring that the front desk and reception area is kept clean and organized
- Maintaining front desk office supplies and equipment
- Managing budgets, records, and contracts
- Supervising staff and all front desk activities including bookings, appointments, phone calls, and emails
- Conducting performance reviews with the front desk staff
- Generating reports and feedback for presentation to the general manager
- Performing administrative duties such as filing and updating records, among others, as needed
Front Desk Supervisor/Sales Administrator at Ethan Allen Hotel (2017-11 – 2021-03)
- Welcome guests and visitors to the front lobby of the facility, record their information and choose a room or rooms for them based on their needs
- Coordinate solutions quickly when guests experience problems in their room by working with housekeeping and/or service staff
- Collect the guest's payment using either credit/debits cards, cash or checking account information for rooms at the end of each stay and ask for a room deposit when necessary
- Settle the facility register at the end of each shift or day by counting the drawer, printing receipts and running financial activity reports
- Ensure that extra services ordered by the guests, such as alcoholic drinks, entertainment and food, are properly accounted for and charged on the final bill
- Communicate with other hotel staff, such as housekeeping or maintenance, when rooms are ready to be cleaned or repaired in preparation for a new guest
- Keep the hotel lobby area inviting and clean by vacuuming, dusting, setting up welcome supplies and other various duties
