Director of Sales / Manager on Desk at Bison Plains Lodge (2020-02 – 2025-12)
Served as Director of Sales and Manager on Desk at Bison Plains Lodge, overseeing sales operations, guest services, front desk management, housekeeping coordination, and property maintenance. Led strategic sales initiatives, managed team operations, and ensured exceptional guest experiences while maintaining budget goals.
- Cultivated a collaborative team environment through effective and clear communication with coworkers.
- Ensured optimal client service by fostering team communication, implementing cross-training within the department, and maintaining appropriate office coverage.
- Collaborated with sales managers to clarify the sales strategy and facilitate its effective implementation within the segment.
- Partnered with the management team to devise and execute a comprehensive sales plan addressing revenue, customer acquisition, and market outreach.
- Demonstrated professionalism and a friendly demeanor towards clients and coworkers, ensuring timely responses to their needs while adhering to office standards.
- Guaranteed that hotel performance consistently met or exceeded budgeted goals.
- Monitored and tracked adherence to company cross-selling procedures.
- Leveraged the company profile database to identify target geographic areas for travel agent outreach while nurturing existing relationships with top travel agents.
- Coordinated travel agent promotions and appreciation events during slower business periods.
- Assisted in the development and execution of promotional activities, both internally and externally.
- Focused efforts on attracting new business opportunities.
- Actively participated in and contributed to monthly sales strategy meetings.
- Owned and updated the sales strategy and sales plan in collaboration with the General Manager.
- Reviewed and approved special corporate negotiated rates by signing the Company Volume guaranteed rate (CVR) contracts.
- Negotiated rates and contracts with clients drawn to our unique, at-home atmosphere.
- Provided dynamic and assertive leadership to maximize revenue potential by setting personal booking goals as a model.
- Balanced financial accounts from the day shift, ensuring accuracy.
- Managed front desk operations, overseeing guest check-ins and check-outs while delivering exceptional service.
- Ensured customer satisfaction by scheduling wake-up calls and concierge services tailored to guest preferences.
- Handled customer inquiries and complaints, effectively directing requests to appropriate employees or departments.
- Prepared invoices, bills, and checks for vendors, employees, and contractors to maintain accurate financial records.
- Oversaw and updated all official documentation relevant to the role.
- Ensured the successful execution of end-of-day activities across all departments by all employees.
- Answered inquiries related to potential bookings, providing prompt and informative responses.
- Assisted the housekeeping department by laundering linens on site to support daily operations.
- Communicated with booking, housekeeping, and maintenance departments to address guest needs promptly.
- Facilitated reservations and appointments for guests seeking local entertainment or services.
- Recorded details of guest calls for reference in future follow-ups.
- Exceeded guest expectations by predicting and proposing necessary services and recommending local venues.
- Maintained continuous correspondence with guests prior to weddings, corporate retreats, and in-house events to ensure preparedness.
- Reported any accidents or injuries to senior management immediately for appropriate action.
- Contributed hands-on support by laundering linens to assist the housekeeping department on-site.
- Conducted routine maintenance tasks, such as repairing structural damage including windows, doors, and walls.
- Addressed plumbing issues to prevent water damage and restore full functionality of fixtures.
- Worked on electrical repairs within safety regulations to address any wiring issues or shortages.
- Maintained HVAC systems to ensure optimal climate control within the facility.
- Implemented preventative maintenance strategies to mitigate future issues, such as roof sealants.
- Identified and resolved potential safety hazards to prevent employee injuries.
- Performed painting duties to refresh areas with faded or chipped paint.
- Oversaw standards for all housekeeping operations while setting benchmarks for excellence.
- Managed scheduling for staff and the Housekeeping Department, optimizing labor efficiency.
- Fostered a positive work environment to enhance staff morale and engagement.
- Enforced uniform guidelines, policies, and procedures to maintain professionalism.
- Instilled a high standard of service excellence by providing coaching focused on achieving service goals.
- Preserved hotel facilities and guest units to meet the highest standards of cleanliness.
- Conducted thorough inspections of all units before releasing them for occupancy.
- Developed written standards for team members to ensure consistent cleaning practices across the hotel.
- Monitored housekeeper efficiency and productivity to guarantee timely room turnovers per hotel guidelines.
- Tracked room readiness to assure all rooms are cleaned according to daily standards for guest check-in.
- Established and maintained strong relationships with vendors to ensure service quality.
- Implemented and monitored budget controls within the established financial parameters.
- Utilized labor forecast and tracking reports to effectively schedule employees within budgetary constraints.
- Addressed and resolved guest housekeeping complaints promptly, both in-person and in writing when necessary.
- Conducted inspections of rooms and common areas alongside the General Manager and owners as needed.
- Participated in weekly Operation Managers Meetings to align on objectives and initiatives.
- Served as the Housekeeping Emergency Response Team coordinator for incident management.
- Facilitated departmental communication effectively, ensuring the pertinent flow of information among team leaders.
- Led by example, motivated team members, and established the highest standards of service excellence within the team.
- Participated in hiring processes by interviewing and assisting in the onboarding of new employees as necessary.
- Documented employee performance issues, conducted disciplinary actions, and assisted with terminations when appropriate.
- Utilized Microsoft Excel, Word, and Google applications to enhance operational efficiencies.
- Ensured training and certification programs were in place for new team members as required.
- Maintained a flexible schedule, including availability to work weekends and holidays.
- Processed and edited Housekeeping staff payroll as needed for accurate compensation.
- Proposed and implemented policies and procedures aimed at improving overall hotel efficiency and service levels within the Housekeeping department.
- Understood and enforced all safety and security policies to guarantee a safe workplace.
- Remained informed about State and Federal legislation concerning hotel ownership to ensure compliance.
- Ensured operational adherence to all Federal, State, and local laws relevant to hotel ownership and operations.
- Followed guidelines of safety incentive programs to minimize workers' compensation claims by tracking and implementing safety recommendations as needed.
- Executed other duties as assigned.
