My career in the hospitality industry has been devoted to creating extraordinary guest satisfaction, improving the front office operations of hotel properties, and developing training programs to increase the effectiveness of hospitality staff. Moving forward, I seek a management role with greater visibility and responsibility within the hospitality and corporate communities, and senior management experience, particularly within the training and operations areas.


WORK EXPERIENCE


Renaissance Amsterdam Hotel Amsterdam, Netherlands

2010-2014 Front Office Manager
 Oversaw operations of front office, concierge, guest services, and executive lounge
 Managed scheduling, forecasting, front office budgeting, same-day room inventory control, and front office property management systems
 Directed 40-person team, including Assistant Front Office Manager, Front Office Supervisors, guest service agents, telephone operators, concierge, club lounge agents, porters, and night auditors
 Provided resolution to guest issues in a timely and satisfactory manner, some of which were derived from social media or electronic communication sources.
 Responsible for hiring, training, supervision, and evaluation of team members
 Served as Manager on Duty several times monthly
 Guided team in achieving monthly loyalty program enrollment targets
 Targeted monthly upsell goal at 19k, working in conjunction with TSA


Hilton HHonors Worldwide Dallas, TX

2007-2009 Director of Global Training Operations
 Delivered relevant on-site Hilton HHonors training globally, including regional and international meetings, new and transitioning hotels within the Hilton Family, and other key constituencies
 Designed and developed content for Hilton HHonors-specific online training to over 3,000 Hilton Family hotels worldwide via Hilton’s online university
 Provided training for the coordination of inbound and outbound activities relating to communication with HHonors hotels, including Front Office Operations, Corporate staff, Regional offices and other field representatives on a timely, relevant and consistent basis, to ensure HHonors program initiatives are implemented successfully by HHW hotels.
 Assisted in the evaluation and due diligence of acquisition targets for Hilton corporate development
 Conducted needs assessment and analysis of reward opportunities programs to determine feasibility of partnership with Hilton HHonors

2001-2007 Assistant Director of Global Training and Implementation
 Oversaw all aspects of Hilton HHonors Site Training for Hilton Family of Brand hotels
 Managed a team of 32 HHonors Hotel Operations Team Members who develop relationships with and assist HHonors Managers at hotels
 Trained 2,400 team members from 700+ hotels annually with attendees from General Managers to Guest Services Agents
 Developed a ‘train-the-trainer’ presentation for use unit-wide
 Coordinated meeting space for regional training meetings globally with Brand Teams, General Managers, and Sales Teams
 Updated the Focus HHonors Training Workbook on HiltonNet annually for use as the major training resource for hotel team member Hilton HHonors program certification
 Published HHonors Communication Bulletins covering our programs and partners on HiltonNet

Hilton Boston Back Bay Boston, MA

1995-2001 Director of Front Office Operations
 Oversaw operations of front office which contributed to a 10% annual increase in room rates for a period of three years, 25% annual increase in room revenue, and 5% annual increase in rooms profit
 Managed scheduling, forecasting, front office budgeting, same-day room inventory control, and front office property management systems
 Provided resolution to guest issues in a timely and satisfactory manner
 Responsible for hiring, training, supervision, and evaluation of team members
 Served as member of Executive Committee and participated as Manager on Duty
 Incorporated requirements of Hilton HHonors program successfully into operations while serving as HHonors Guest Manager

1993-1995 Assistant Front Office Manager
 Managed same-day room inventory to best possible occupancy
 Supervised guest service agents, telephone operators, and bellmen
 Coordinated daily arrivals and departures
 Trained new front office team members
 Enhanced computer skills in Hilstar, NetRez, and HPMSII


EDUCATION

1993 Boston University Boston, MA
Bachelor of Science, Hospitality Administration; Magna Cum Laude


REFERENCES
Joop Bangma, General Manager, Marriott’s Aruba Surf Club

Adam Burke, Senior Vice President and Managing Director, Hilton HHonors Worldwide

Cindy Baker, Vice President, Hilton HHonors Worldwide

Philip Tucker, General Manager, Hampton Inn and Suites Boston Crosstown
Center

Hotel Operations/Reception/Reservations/Concierge/Guest Services

Running, Tennis, Sports