Yyyyyy x. yyyyyy

Management Professional Hotel Operations

Rooms Management / Housekeeping ~ Guest Service & Satisfaction ~ 5-Star Hotels

Project Management ~ Team-Building ~ Coaching ~ Mentoring ~ Reporting ~ Problem Solving

         Excel throughout the complete range of hotel operations including front desk, guest services, information technology, security, sales, financial administration, inventory control, and regulatory compliance.

         Offer exceptional academic and industry credentials and the ability to leverage sharp analytical abilities to assess and optimize hotel s fiscal performance, profitability, cost control, and revenue opportunities.

         Considerable strengths in team-building and personnel leadership; adept at training, coaching, and mentoring highly productive staff and managers who conscientiously adhere to corporate policies/procedures and aim to achieve matchless guest satisfaction.

         Consistently focus on optimizing guest relations to realize excellent occuxxxxxxncy levels and repeat business while maximizing hotel s GSI (Guest Satisfaction Index), GEI (Guest Experience Index), RevXXXXXXR (revenue per available room), and LRA (Lashner Rush Associates) score.

         Earned multiple Starwood's Preferred Guest (SPG) certifications such as Welcome , Housekeeping Trainer and Rooms .

         Proficiency in customer relationship management, employee relations, problem solving, and forecasting.

         Effectively maintained GEI at 8.04 in 2015 during renovation process, ensuring minimal disruption and rigorous adherence to Starwood standards.

         Championed efforts to increase GEI score from 7.70 to 8.06 in 2014.

         Exceeded monthly goal for loyalty program enrollment by 2% at Sheraton Hershey Xxxxxx.

         Strategically modified staff schedules to eliminate and reduce front office expenses by 1.2% in 2014 and 2% in 2015.

         Boosted revenues by 2% in 2014 and 2015 via club-level room upselling.

         Enforced no show charges, late cancellation fee, and early dexxxxxxrture fee to elevate revenue by 1% in 2014 and 1.7 % in 2015.

         Contributed strong technical acumen toward migrating credit card system at Sheraton Hershey Xxxxxx from ProtoBase to Fusebox and steering upgrade to Lightspeed POS.

Sheraton Hershey Xxxxxx, Xxxxxx, XXXXXX, 2013 to Present

Front Office Manager

         Direct 25 staff members sxxxxxxnning reservations, PBX operators, bell person, concierge, club lounge attendants, front desk team, and supervisors.

         Collaboratively facilitate and support budget administration, devise staff schedules, govern building security, organize airline manifest, coordinate guest room renovations, and promptly resolve customer complaints.

         Monitor and respond to Trip Advisor reviews, Sheraton reviews, and customer contact requests.

         Inform Guest Service Manager and VIP & Club Lounge Manager of hotel changes and new standards when applicable.

Continued ►

Professional Experience continued Yyyyyy x. yyyyyy Xxxxxxge 2 of 2

         Foster and nurture attentive relationships with VIP and Platinum members to maintain complete satisfaction.

         Administer employee performance evaluations and provide constructive feedback to fuel productivity.

         Interface extensively with housekeeping and engineering dexxxxxxrtments to expedite readiness of out-of-order, off-market, and airline rooms to maximize revenue.

         Conduct random room inspections to verify strict compliance with hotel standards.

         Negotiate services with external vendors for special projects encomxxxxxxssing deep cleaning, carpet shampooing, mattress cleaning, dry cleaning, etc.

         Meet daily with sales team to increase ADR and support efforts to grow SPG enrollments through groups.

         Ensure continuous uptime of Link@Sheraton and club lounge electronics, promptly respond to phone system problems, and serve as point of contact for offsite IT support vendors.

         Train and instruct housekeeping supervisors in new Lightspeed housekeeping system.

Sheraton Commander, Cambridge, MA, 2008 to 2013

Assistant Front Office Manager

         Demonstrated exemplary managerial skills in hiring, training, mentoring, and evaluating front office staff.

         Commanded all aspects of front office operations including guest services and reservation, financial transactions, issue resolution, ordering supplies, maintaining files, expense control, and team motivation.

         Closely xxxxxxrtnered with housekeeping and maintenance to ensure clean and functioning rooms for guests.

         Reliably exhibited complete knowledge at all times of room availability status for any given day.

         Joined forces with reservations agents, front desk team, sales, catering, and conference planning to seamlessly balance transient and group business.

         Produced up-to-date daily and weekly reports for high balance, market audit, control attendance, market segment, yield management, and forecast.

Holiday Inn Brookline, Brookline, MA, 2006 to 2008

Front Office Manager

         Directed full-scope administrative operations for 225-bed hotel encomxxxxxxssing policy & procedure support, room forecasting, budgeting, expense reporting, record-keeping, and updating weekly report outlining market segment, yield management, and forecast.

         Developed, directed, counseled, and evaluated up to 20 personnel, constantly emphasizing guest service excellence, team cohesiveness, quality control, and productivity.

         Served as Manager on Duty on a rotational basis, and held weekly rate meetings with GM and Director of Sales.

         Reviewed IHG and GSI scores and resolved broad-based problems to maximize sales, hotel reputation, guest loyalty, and referral business.

Bethlehem Hotel Bethlehem, Xxxxxxlestine, 2003 to 2005

Front Office Manager

         Orchestrated the complete spectrum of front desk operations for 250-bed hotel including room forecasts, updating room rates, supporting special xxxxxxckages and promotions, and coordinating group arrivals and dexxxxxxrtures.

         Ensured high guest satisfaction levels vital to building loyalty and driving business by promptly responding to issues and delivering optimal solutions.

         Facilitated meetings as needed to disseminate pertinent information among 20 dexxxxxxrtmental employees.

         Xxxxxxrticixxxxxxted in Manager on Duty program and formulated staffing strategies to recruit qualified personnel.

         Met weekly with GM and Director of Sales to discuss and determine optimal rates.

         Directly assisted with creating meeting agendas and event planning functions to ensure successful outcomes.

MBA, Organizational Leadership, Johnson and Wales University, Providence, RI, 2007

Bachelor of Science, Hotel Management, Arab American University, Jenin, Xxxxxxlestine, 2003

Diploma, Hotel Management, Bethlehem University, Bethlehem, Xxxxxxlestine, 2001

Opera, Starguest, Galaxy, Lightspeed, Microsoft Office (Word, Excel, PowerPoint, Outlook), ADP, Micros POS