• Upheld high standards for customer service and led by example. • Inspected rooms for damages and sufficient housekeeping practices. • Trained new employees on standards and hotel procedures. • Reviewed housekeeping supply charts and inventories. • Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates. • Oversaw day-to-day operations of 36-room hotel with staff of 30 employees. • Resolved customer complaints involving food or beverage quality and service. • Maintained highest standards for beverage quality and service.

• Oversaw front of house and back of house personnel to maintain adequate staffing and minimize overtime. • Negotiated with vendors and suppliers to reduce costs and achieve profitability. • Improved average wine and alcohol spend per guest through curation, service training and hands-on hospitality. • Developed relationships with suppliers and vendors leading to special volume pricing discounts and availability. • Identified customer needs to respond proactively to concerns, boosting customer satisfaction scores

• Worked in matrix management environment with oversight of division level managers, operations, sales, finance, human resources, safety and compliance. • Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow. • Prepared annual budgets with controls to prevent overages. • Increased profit by 10% streamlining operations and increased sales. • Identified procedure or process changes required to improve performance and productivity.

Over looked the operation of Lobby Lounge, Take Away Shop, Family Coffee Shop, and Banquets

Worked at the Indian Restaurant and Banquets