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Click here or scroll down to respond to this candidateWORKEXPERIENCEGoodNight Stay Property Management - Nashville, TN February 2023 CurrentGeneral Manager Directed all operational aspects for 200+ short-term rental units in Nashville, achieving a consistent 10% higher occupancy rate than market trends and reducing operational costs by 10% Built and managed a high-performing team of 18 staff, achieving a 60% increase in short-term rental listings within a 8-month timeframe. Led a team of 6 Owner Success managers, balancing accurate communication to 200+ homeowner clients, maintaining an average client satisfaction rating of 4.5 stars, resolving 90% of client issues within 24 hours Oversee property inspections to ensure cleanliness, functionality, and adherence to safety regulations Negotiated and secured cost-effective contracts with vendors for maintenance and cleaning services, ensuring high-quality service for our properties Developed and maintained competitive pricing strategies to optimize revenue throughout the year, and increase occupancy rates and guest satisfaction Severed on executive board to define and establish productivity, financial data, audits and logistics Developed and implemented operational policies and standards that streamlined processes and improved overall efficiencyClayton Members Club and Hotel - Denver, CO August 2021 September 2022 Member Experience Manager Increased member satisfaction and hotel guest satisfaction scores by 27% through personalized service initiatives Collaborated with all departments in the hotel including Membership, Sales, Banquets & Catering, Engineering, Food & Beverage, and Culinary to provide exemplary guest experience Partnered with Director of Revenue to monitor all reservation channels and media sites Led a team of guest service associates, providing coaching, performance evaluations, and ensuring they delivered exceptional service that met or exceeded member and guest expectations. Supported marketing team with social media, advertising campaigns, and other revenue promotors Achieved 2022 Readers Choice Awards by Cond Nast Traveler The Kitchen American Bistro - Denver, CO August 2020 September 2021 Assistant General Manager Led the team to successfully reopen after COVID-19 closures, ensuring adherence to strict guidelines and achieving high customer satisfaction Played a key role in developing and implementing new food concepts and service styles, resulting in increased sales and customer service satisfaction Oversaw all bar operations through ordering & inventory, achieving a beverage cost goal of 17% YTD Responsible for hiring, scheduling, and performance management for all staff members Organized and executed all weekly catering for professional and social events Ensured compliance with operational standards, health department regulations and all federal/local/state laws.Renaissance Nashville Hotel - Nashville, TN August 2018 March 2020 Food and Beverage Manager Oversaw operation of four Food & Beverage outlets totaling over $6 million in annual revenue for 673-room hotel with improved sales YOY by 47.3% Responsible for 60+ associates, 2 assistant managers and 3 supervisors Coordinated the opening of Marriott Proof of Concept Restaurant Little Fib and Lobby Marketplace Five Chords Mercantile, while actively partnering with ownership and corporate Marriott to align with their standards and market trends. Hired and trained 40+ new staff leading to a successful opening of new restaurant, bar, and marketplace. Curated beverage menus and implemented bar program with beverage cost at 18% YTD for restaurant and an additional hotel Bar Partnered with sales and marketing team to drive sales within our Food and Beverage operations through media on numerous channels of social media Awarded Manager of the Quarter in 2019Kaitlyn JohnstonEMAIL AVAILABLE 859 Bradford AveNashville, TN 37204C: PHONE NUMBER AVAILABLERenaissance Nashville Hotel - Nashville, TN March 2017 August 2018 Assistant Operations Manager Managed all Food and Beverage, Banquet, and Front Office associates ensuring brand standards were achieved Oversaw daily operations in 5 outlets totaling $5 million in revenue, including Starbucks which increased sales revenue by $68,000 YOY Elected property leader as a champion and coach, driving an increase in Guest Service Satisfaction and Intent to Recommend +.8 YOY, and Overall Food and Beverage service + 3.4 YOY Responsible for training and mentoring two supervisors and 40+ associates Increased associate engagement survey scores YOY in Starbucks (+38%) and Restaurant Outlet (+15%) Supervised event operations in executing events for 70,000+ square feet of meeting space Supported event services in verifying rooms were set according to event orders and delegated tasks to Banquet Team to ensure timely set-up and customer requirements Successfully executed renovation transition period of restaurant, bar, lobby, and front office Implemented Trip Advisor Incentive Program to increase market review scores and acknowledge associates who are mentioned (Achieved Top 10 hotels in Nashville 2017) Renaissance Nashville Hotel - Nashville, TN July 2016 March 2017 Rooms Operations Voyager Completed extensive training in manager in-training (voyager) curriculum Managed daily Front Desk and Guest Services operations to ensure all customer expectations met Led daily front desk operations utilizing reservation systems (MARSHA and PMS) Ran night audit procedures and verified reports Certified trainer to onboard new associates and ensured they were set up for success Helped drive guest satisfaction scores though an incentive program for all associates Hyatt Hill Country Resort and Spa - San Antonio, TX May 2015 August 2015 Corporate Rooms Summer Intern Managed daily operations in guest services providing memorable guest experiences Supervised the Regency Club for our VIP guests serving breakfast and hors doeuvres Managed inventory supplies to ensure food & beverage in the Regency Club was fully prepared for daily operations Shadowed housekeeping, events and catering, banquets, food and beverage departments EDUCATIONBachelor of Science in Hospitality ManagementJames Madison University, Harrisonburg, VA Study Abroad JMU Summer Program in Southern Italy |
