Experience

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  Orange lake resort and country club

  Jan 2003 - Mar 2006

  Responsible for supervising a team of 6 marketing coordinators who qualified and booked marketing related packages such as owner referrals, mini-vac and latitudes on a timeshare presentation. Developed and coached team members when tour penetration fell below threshold.In addition, duties included handling any sales related customer service inquiries from owners. Resolution included pulling deeded contracts, obtaining statements from sales agents and if needed working with contract administration to rewrite any contracts to satisfy owners. Show less Worked in a highly paced sales environment that produced sales volumes in excess of over 100 million dollars. As a Quality Assurance Officer, responsibilities included reviewing all contract related legal documents regarding timeshare purchase by notarizing and securing all required signatures from customer.Achievements• November 2003 received an award for achieving the lowest cancellation percentage for the entire team. • January 2003 completed certification to become a Notary Public • Awarded for perfect attendance for the 2003 calendar year. Show less

  • Supervisor- Sale & Marketing Welcome Desk

    Sept 2004 - Mar 2006

  • Quality Assurance Officer- Sales Operations

    Jan 2003 - Sept 2004
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  Orange lake resort and country club

  Mar 2006 - Mar 2008

  Director of resort services- resort operations

  Responsibilities included managing Resort Services call center that included yearly fiscal budgetary compliance and performance while balancing the needs of the employees to ensure positive morale and low attrition. I provided leadership and development to customer service agents by ensuring maximum efficiency and delivery of customer service to our owners/guests. Was responsible for the property MOD'S and call center supervisors who monitored calls and tracked performance of the customer service agents to ensure consistency and quality of service.Achievements:• Assisted with the development and relaunch of the Customer Care team at the resort. • Took part in a six sigma process development class in order to identify new processes as part of the relaunch. Show less

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  Holiday inn club vacations

  Mar 2008 - now

  Responsibilities included orchestrating the activities of the hotel managers and hourly associates to ensure that guests receive a high level of service, associates are satisfied, and profit meets owner expectations. Oversee managers at the resort such as the Activities, Front Desk Manager, Housekeeping Manager and Maintenance. Ensure that managers and associates maintain hotel cleanliness and maintenance. Ensure compliance with HICV brand standards. Create the culture in the hotel to ensure that the hotel complies with accounting standards for budgetary purposes. Train and mentor managers and associates to deliver excellent performance and to reach their personal development goals. Interview, hire, and train associates at all levels in the hotel. Ensure all areas of the hotel are inspected daily for compliance to standards and policies. Maximize revenue, yield management, and cost control measures. Show less Sunset Cove, Marco Island, FloridaResponsibilities included orchestrating the activities of the hotel managers and hourly associates to ensure that guests receive a high level of service, associates are satisfied, and profit meets owner expectations. Oversee managers at the resort such as the Front Desk Manager, Housekeeping Manager and Maintenance Manager. Maintain an open and effective communication with the hotel ownership and HOA. Manage the preparation of ownership quality and operational update reports for presentation to the HOA Board. . Ensure that managers and associates maintain hotel cleanliness and maintenance. Ensure compliance with InterContinental Hotel Group brand standards. Create the culture in the hotel to ensure that the hotel complies with accounting standards for budgetary purposes. Coach, counsel, discipline, train, and mentor managers and associates to deliver excellent performance and to reach their personal development goals. Interview, hire, and train associates at all levels in the hotel. Ensure all areas of the hotel are inspected daily for compliance to standards and policies. Maximize revenue, yield management, and cost control measures. Show less Manage, develop, train and lead teams that consist of Signature Collection Concierge, Guest Services, and Pool team that are responsible for servicing all owners/guests experience pre- arrival, during the stay and until they depart property to ensure exceptional levels of service are followed through. Other duties require me to work closely with Food & Beverage, Front Desk, Engineering, Housekeeping, and Marketing leadership to ensure that processes related to the Signature stay are upheld to create a warm, inviting, and accommodating stay. Additional responsibilities require me to manage a Condo Budget of nearly $3.1 million. Review monthly operational expenses through Procurement and make necessary adjustments to ensure that the operating fund is trending in a positive direction for the Condo Association. In addition to the Signature Collection duties, I remain committed to the duties of Sr. Manager On Duty by supporting the current team and handling any extreme cases that require to be escalated to maintain a positive customer experience. Show less Manage a team of [4] highly performing managers who are responsible for running the day to day operation of a timeshare resort that has more than 2400 units. I have partnered successfully with sales, marketing, food & beverage, security, engineering and housekeeping to maintain a Gold Crown/ 4 star resort for our owners and guests to experience.I have assisted the Sr. Management team by filling in on weekends as a point of contact person for any operational issues that would arise.Achievements:• Nominated for manager of quarter in 2009 within Resort Operations. • 2010 received a Finalist nomination for an ARDY for the category of Resort Department Manager. • 2010 received an award for Most Valuable Support Team member for Sales Operations. • 2013 nominated for Manager of the quarter within Resort Operations. • Certified in first aid and CPR Show less

  • General Manager, Holiday Inn Club Vacations, Inc.

    May 2017 - now

  • General Manager, Holiday Inn Club Vacations

    Aug 2014 - May 2017

  • Senior Manager- Signature Collection/ Manager on Duty- Resort Operations

    Aug 2013 - Aug 2014

  • Senior Manager on Duty- Resort Operations

    Mar 2008 - Aug 2013