Experience

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  Crowne plaza at the united nations

  Jun 2000 - Jun 2002

  Revenue/reservations manager

  · Completed weekly and monthly room revenue forecasts, along with the annual budget.· Created and implemented packages in PMS and Global Reservations systems.· Controlled hotel’s online inventory and rates for Expedia.com and Hotel Reservations Network.com. Established price positioning for 3rd party opaque sites.· Maintained up-to-date room and hotel information in global system/GDS HOD screens.· Created a front-desk cross training program on reservations and group procedures.· Trained and provided support for clustered reservations office on customer concerns, hotel policy, procedures, and information. Show less

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  Crowne plaza times square manhattan

  Feb 2002 - Oct 2005

  Director of front office operations

  · Supervised the Guest Assistance Hotline Department· Created and implemented new reporting procedures which helped identify common guest issues and common troubled locations.· Created visual reference cards program for the multi-lingual Housekeeping team to use with espresso guest response program.· Introduced and championed Service Recovery and Service Enhancement amenities initiative.

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  Crowne plaza white plains

  Oct 2005 - Sept 2009

  Room division manager

  · Worked with Housekeeping, Engineering and Front Office departments to ensure guest satisfaction.· Mentored Operations Management staff to help ensure that all rooms division departments operated seamlessly.· Restructured Front Desk to improve efficiency and guest satisfaction.· Improved communication and teamwork between departments.· Oversaw and monitored all departments to ensure compliance with all procedures with regards to quality and brand standards.· Assist the General Manager in the development, implementation and monitoring of financial operational plans.· Maintain a proactive human resources function to ensure positive employee relations.· Led hotel in corporate initiative on promoting Crowne Plaza’s golf sponsorship, earned first place recognition in our company. Show less

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  New york-new york hotel & casino

  Dec 2009 - Feb 2014

  Hotel manager

  · Oversaw daily operations of the Front Desk.· Address guest concerns to ensure repeat visits.· Foster a positive work environment.· Mentor, coach and council staff to promote consistency and teamwork.· Complete daily reports, including revenue, productivity, and payroll.· Train New Hires for Front Desk and VIP Lounge.· Created and train Guest Service Training class for Front Desk, VIP and Business Center staff.· Notary

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  Excalibur hotel & casino

  Feb 2014 - Sept 2016

  Hotel manager

  · Oversaw daily operations of the Front Desk to include PBX and Front Services.· Operate department in accordance to the Teamsters contract.· Mentor staff on service focus initiatives, including 4S.· Oversight on recruiting for Front Desk.· Prepared a policy and procedure manual. · Created a New Hire training manual and structured training outline.

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  New york-new york hotel & casino

  Sept 2016 - Apr 2021

  Senior hotel operations manager

  · Oversee daily operations of the Hotel Division to include Front Desk, Business Center, Front Services, VIP Lounge and Group Reservations.· Manages PBX department · Responsible for labor management and front desk clerk productivity · Participates in Revenue Strategy and Passkey Direct Marketing meetings · Monitors same day rates and provides input on strategy.· Monitors traffic flows for T-Mobile events· SHOW Service Basics training rollout· Implemented Mobile check-in on property· Property lead in Opera Upgrade; Opera Upgrade Committee member· Opera Governance Committee member Show less

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  Mandalay bay resort and casino

  Apr 2021 - Jan 2023

  Senior hotel operations manager
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  New york-new york hotel & casino

  Jan 2023 - now

  Director of hotel operations