G Suites Hospitality

Apr, 2023  –  Mar, 2026  •  3 yrs  -  Full time

Acted as the face of the property, handling front desk tasks, as well as all community, vendor, and guest interactions.
Managed property operations, including finances, bills, renovations, and maintenance needs.
Handled all online, in-person, and phone reservation requests and bookings, as well as coordination of group inquiries, blocks, and bookings.
Collected payments, authorization forms, and tax information as needed, as well as properly handling cash drawer and deposit drops.
Responded to guestrequests/complaints promptly and handled appropriate follow-up, escalating as necessary to the Area Manager or Facilities/Maintenance Lead.
Oversaw and completed necessary cleaning of guestrooms, staff quarters, and public spaces, as well as handling property upkeep services, delegating these tasks to staff, housekeepers, and self as needed.
Conducted regular inspections of all areas of the hotel to ensure compliance with company cleanliness standards and maintenance requirements.
Worked closely with the area manager, maintenance team, and technology specialist to improve the property's profitability and guest satisfaction.
Collaborated with the management team for the company to develop new policies, streamline processes, and improve peer-to-peer and management-to-staff communications across the district and property-specific levels.
Maintained positive relationships with local community organizations and businesses to promote the property and company.
Assisted with coverage of sister properties remotely during vacation and absences of other onsite management teams forthe location(s), and helped remotely operate one for 5+ months alongwith the team during the high-volume summer season (April - August 2024) during staffing changes at the location. Assisted with on-site turnovers and inspections as needed during this
period, through October 2024.
Relocated to a larger, higher-traffic location ahead of peak season in November 2024, ensuring successful business recovery and operational continuity at the location, at the request of the owner.
Responsible for most deep cleans and resets of apartments and necessary supplies/inventories in the Northern Region at properties between staff members' onsite occupancy.
Assisted upper management with the hiring process of new staff and peer managers, hosting preliminary interviews, and also assisted new managers with initial walkthroughs of their properties and continued onsite training, post operations training by the upper management team.

The Guild Travel

Feb, 2022  –  May, 2022  •  4 mos  -  Full time

Assisted guests at each step of the customer journey to ensure a streamlined, positive experience.
Handled inbound guest contacts across multiple channels and tools (phone, email, SMS, chat, PMS systems) for 15 markets and 17+ properties during each overnight concierge shift, as the solitary staff member from the hours of 12am-6am EST.
Maintained industry-leading NPS of 80+.
Handled lockouts, after-hours check-ins, and incidents or after-hours services with vendors and property security as needed.
Identified and took necessary actions on or made suggestions for guests based on research into their reservation or inquiries, upselling or offering accommodation changes as needed to ensure guest satisfaction.
Managed bookings and room assignments, assisting with room changes, complimentary upgrades, maintenance and service tickets, and preparing incoming and in-house guests for walks to sister locations as needed.
Filled out nightly pass on reports to each property's Onsite teams, as well as overall reports to Central and Management Team, of all shift notes, including but not limited to Arrivals, Departures, Room or Unit Moves, Potential Walks or OOO units, Accounts Receivable Updates, nightly reports of all incidents, changes, escalation tickets, guest requests, and discrepancies needing further review or follow up.
Provided updates to internal channels for team review during shift, notating any major changes made to the system or reservations to ensure clear communication and pass off to necessary parties.
Ran reports for all third party accounts receivable, processing necessary payouts from AirBnB, Vrbo, and Expedia/Booking within MEWs system, and escalating discrepancies, fraud concerns or chargebacks as needed to accounting specialists.
Ran payments and audits for internal system bookings, processing payments, charges for damages or fees as needed, adding notes for Onsite, Central, and Management teams, and escalating discrepancies, fraud concerns or chargebacks as needed to accounting specialists.
Reviewed incoming guest accounts, and manually verified identity verifications, assisting with background checks, payment methods, and itineraries, identifying discrepancies and potential risks.

CVE Events

Oct, 2021  –  Aug, 2022  •  11 mos  -  Full time

Traveled with Dino Stroll as year-round traveling event staff in the USA and Canada. Also assisted at the home campus in Detroit, Michigan for Halloween and Christmas events. Tour operated by Canterbury Village Events, an event company centered in Metro Detroit, Michigan, responsible for hosting the largest indoor North American interactive experience. Duties included event set up and break down, customer service and retail positions during event days, charity and promo events, and additional duties as needed. Work schedules typical format included four 8-12 hour days, one travel day, two days to explore and scout the city, with all staff on-call for promo events and charity visits as needed. Duties encompass the following for each respective role:

General Event Staff Duties:
Set-up and tear down of the exhibits, rides, and activities (i.e. staging exhibits, setting up activity stations, decorating venue, connecting computers, power & lighting equipment, sewing / mending repairs, and more)
Actively participate in the loading and unloading of all semi-trucks. Utilize carts, pallet jacks, etc. Constant walking, standing, bending, squatting, lifting, team lifting, working safely in a construction/machine-heavy environment.
Working with the general public on event days, providing world class service and aiming to immerse and engage with all guests
who attend.
Assisted with prep and inventory tracking for various departments leading up to show days.
Participated in show day operations, as assigned.

Photobooth & Audio Visual Tech Operations:
Responsible for weekly set up, operation, tear down of event's photobooth station, as well as audio equipment, based on venue needs.

Staged and put together lighting truss system and greenscreen backdrop.
Ran wiring and lights for display TVs, camera systems, and monitors utilizing truss.
Reordered supplies and set up maintenance as needed for station's equipment.
Programmed systems for upcoming weekend, to allow photos to export and save to internal system and external drives.
Trained workers on booth's event day operations; ensured all workers were able to properly aid guests with photo registration,
and answering any and all questions.
Assisted other guests with general event questions, requests, and concerns as needed, and documented information for tour manager and event producer.
Ensured all guests were immersed during their session in the interactive photobooth, and ensured guests left with a product they were happy with.
Uploaded that weekend's photos manually to vendors system to allow delivery to guests post event.
Assisted guests with registration and device troubleshooting as needed.
Operated audio and video equipment for event, depending on venue needs, each week.
Provided support for other staff members as needed related to AV issues, and assisted with general office duties when needed(e.g., copying documents, assisting with inventory for activities departments, research and data entry.)

Operations Assistant:
Assisted with rooming information for semi drivers on both sides of the tour, alongside scheduling coordinators, and assisted the office with venue walkthroughs and trailer staging to maximize efficiency during load out.
Helped drivers with spotting and jockeying trailers, and ensured they had clear communication from team and tour manager, as needed.
Supported operations and back office tasks during event days, and on off days with additional tasks that were overwhelming or needed extra time.
Was working towards being full-time operations assistant and an assistant tour manager at the time of the company layoffs. Was asked to return by both owners for their respective businesses, after the company was dissolved and assets divided.

Personal Accomplishments:
History of stellar feedback regarding personal dedication to customer service and connections with the guests, namely during the show's Sensory Friendly Session.
Participated as part of the Promotional Team, and attended promotional events and scheduled visits with other members of staff.
Operated in character as applicable characters or helped with scene staging during community and first responder event appearances.
Visited Ronald McDonald House Charities chapter locations, Children's Hospitals, and more, as a part of Dino Therapy, a mission started by the tour with the aim to bring the experience of the stroll to children and families who may not otherwise get to join us at our events.
Handed out gifts, toys, and tickets, as well as posing for pictures, and ensuring group and one-on-one interactions with walking dinosaurs and baby dino puppets, to create a lasting experience for all those in attendance.
Attended several press sessions and live news interviews with this team, interacting with the public and onsite staff between each filming.
Took initiative with other members of the staff when creating promotional opportunities and networking while in each city, to ensure Dino Stroll's mission is met, and with the intent to generate revenue, and meet and exceed weekly attendance goals whenever possible.
Laid off: August 7th, 2022, and stayed behind in Canada for another week and a half to assist with trailer transportation back and forth to home campus, and flew home afterwards.

Elizabeth Pointe Lodge

Dec, 2019  –  Jan, 2021  •  1 yr 2 mos  -  Full time

Applied for Front Desk Agent position initially. Upon resume review, Innkeeper asked to arrange a secondary interview to discuss the possibility of taking over the Inn's events department. Accepted both positions and quickly settled into my roles. Later moved into the Front Desk Coordinator role in August 2020.

Provide excellent customer service to guests throughout their stay, from check-in to checkout.
Demonstrated adeptness at managing customer concerns and ensuring guest satisfaction throughout all areas of the Inn.
Responded to lodging and event inquiries from prospective guests in a timely, friendly and efficient manner.
Answered questions about the Inn's accommodations, rates and amenities.
Handled all event communications on a day-to-day basis, and served as primary point of contact for all event contracts and vendors.
Oversaw all group sales and events encompassing planning, servicing, and billing.
Maintained a portfolio of vendors/clients
Tailored events according to the personal tastes and budgets of clients, managing and exceeding expectations.
Organized and maintained event details in Microsoft Excel, Google Drive, and Word documents.
Entered guest information into Resnexus Reservations system in order to generate guest accounts, or update outdated account and billing information.
Walked guests through policies and procedures during booking process, and addressed any questions or concerns they may have.
Collected deposits and payments, and provided updated receipts and balance information for these transactions as needed.
Reviewed reservations and contracts both to process incoming payments and attach them to the appropriate account if needed, and to follow up on overdue payments from clients and vendors.
Processed refunds, cancellations, and created and applied held credits for reschedules alongside Innkeepers and General Manager.
Authorized discounts or special rates for select reservations.
Upsold rooms, packages, and services throughout each booking process, when appropriate.
Utilized information gathered from relationship building with each and every guest to find ways to enhance their stay (i.e. complimentary upgrades to the guests rooms and experiences, adding personal touches and enhancements)
Created and processed invoices as needed for guests and third party vendors.
Built strong relationships with vendors and guests to ensure return service and strong reputation.
Maintained and updated all official documentation pertaining to the role.
Ensured all assigned tasks and reports are completed by Morning, Evening, and Overnight shifts.
Responsible for onboarding, initial and regular training of new hire and current front desk agents.
Maintained Square POS system, and provided regular training on any updates or changes to all servers, bellmen, and front desk agents.
Inventory Management and supply ordering as needed for various departments.
Wine and Beer Inventory tracking and replenishing.
Designed packages for both hotel stays and for wedding and special event marketing.
Worked closely with housekeeping to coordinate room turnovers, stay-enhancing package staging within rooms, maintenance requests, and maintained up-to-date status reports.
Cross-trained and provided assistance in many departments of the inn as needed (dining room/ serving, housekeeping, maintenance, physical event set up, etc.)
Cross-trained at sister location Amelia Island Vacations vacation rental company, and provided support during peak season.
Attended weekly manager's meetings, providing weekly reports and communications for the General Manager and Innkeepers.
Provided and responded to suggestions and feedback from all departments within the inn with the intent to improve overall guest experience.
Performed job functions with strong attention to detail, speed, and accuracy.
Implemented and streamlined new and existing event formatting, marketing, and offerings, which created an increase in inquiries, closed leads, and revenue.
Assisted with developing new cost-effective food and beverage menus to increase sales while reducing food & beverage costs for the in-house restaurant and catering.
Pitched that smaller events allowed more ability to personalize each event's offerings, closer attention to detail, and a stronger client relationship.
Created a new event format that allowed the Inn to reintroduce weddings without requiring a buyout option, which increases the number of events able to be booked within a year, especially during peak season.
Remote Work: Worked remotely during the pandemic, and handled a lot of work remotely for event coordinating and email support. (9+ months)

Self Employed

Jan, 2017  –  Oct, 2021  •  4 yrs 10 mos  -  Contract

During employment gaps, filled time with learning new skills, and contract work. Provided excellent service to several individuals and maintained discretion and confidentiality on behalf of all clients. This allowed the sharpening of already held skills and the constant acquisition of new ones.

Personal Assistant Roles:
Prepared, organized, and stocked the residence during and before the family's travels, and/or as a bi-weekly service for working professionals.
Handled most of the organizing and coordination of special indoor and outdoor events, located on clients' property or at an off-site location, utilizing prior event experience.
Acted as hostess to client's incoming guests or business partners as needed while awaiting client's arrival to the residence, ensuring guests were comfortable and that all needs were attended to, and that any hired vendors or additional staff were given cues or assisted with services, as needed.
Worked closely with service vendors and contractors, and monitored clients' home projects closely, as needed.
Opened, sorted, and distributed incoming correspondence, including faxes and emails.
Filed and retrieved personal documents, records, and reports.
Reviewed reservations and contracts, both to process incoming payments and attach them to the appropriate account if needed, and to follow up on overdue payments from clients and vendors.
Answered phone calls to appropriate parties or took messages.
Helped plan or coordinate social outings, activities, and events on a weekly or biweekly basis to ensure clients' social and emotional needs are attended to.
Researched vendors, locations, and services as needed to help ensure clients had the best experiences possible while traveling or encountering unfamiliar situations in their day-to-day.

Event Roles:
Fulfilled contracted roles, either by temping as a venue/ event attendant, banquet server, concessions attendant, decorator, or coordinator for a few local venues.
Assisted with off-site decor for private events or at the venue of the client's choosing. (i.e. decor, linens, florals, physical labor/ set up, tent pitching, load and unload, set-up and operation of audio and video equipment for the event, etc.)
Assisted with networking events in the Greater Orlando area periodically, with a strong focus on supporting businesses in adjusting to social distancing protocols.

Hospitality / Customer Service roles:
Worked several contracts as a temporary aid for call centers, medical billing offices, and hospitality & tourism roles.
Assisted with high-volume days or with specialist tasks for contracts and group and or event billing accounts.