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Work Background
Gravity HausReservations Manager
Nov. 2022remoteConstruct telecommunication infrastructure and call center operations servicing 6 properties under Gravity Haus brand. Spearhead FIT sales, contracting Distribution Agreements, and maintaining distribution channels for the company. Created a digital training program on reservations processes for 7 properties within the portfolio. Daily tasks include prospecting, channel management, company accounts accounting, direct sales, LNR/Business Traveler Sales, Distribution Agreements, build channel connections, and FD operations training.
Revolution Power YogaManager of Community Communications - Client Experience, Customer Service, Customer Success
Mar. 2021 - Dec. 2024Avon, Colorado, United StatesIn this role, I serve as the key point of contact for members and potential clients on billing, membership experience, schedules, and services. I also handle billing and account functions in MINDBODY software. I build rapport with clients through phone, email, and social channels. Despite circumstances and service interruptions, I have created a positive customer experience. ******
Vail's Mountain HausFront Office Manager - Training, Sales, Sustainability Programs
Apr. 2014 - Jul. 2022Vail, COI manage a team of 8 seasonal and full-time associates and ensure the staff achieves sales goals, service standards, and insurance and safety requirements. I also lead the training and sustainability programs for the resort, and handle onboarding, coaching, concierge services, and preventive maintenance. ➡️ Increased reservation revenue 160% by creating comprehensive front office training program that includes job shadowing, technology training, listening/customer engagement exercises, and six months of personal coaching. ➡️ Created pre-arrival concierge program by negotiating with touring companies, adventure experience vendors, and food & beverage establishments to give guests priority booking and best pricing. ➡️ Developed Green Team to achieve “Actively Green” certification and focused on sustainable business shifts such as paperless check-in and virtual training. ******
Beaver Creek LodgeAssistant Front Office Manager - Training, Green Standards, Sales Success
Oct. 2011 - Apr. 2015Beaver Creek, ColoradoIn this leadership role, I led up to 15 seasonal and full-time associates for a destination property as part of the corporate Kessler Collection property management team. I oversaw all front office operations, training, and night audit functions. I also handled room blocking, group reservations, and catering event billing. ➡️ Created upgrade incentive program for front desk agents and concierge team staff to achieve bonuses and increased sales $176K. ➡️ Simplified reservation communications and created scripts to promote destination packages, group events, and wholesale pricing – leading to 60% increase in call conversions. ******
Destination Hotels and ResortsAssistant Front Office Manager - SOPs, Operations, Training, Team Leadership
Apr. 2007 - Sep. 2011Vail, Colorado, United StatesI managed a staff of up to 8 associates, performed night audit processing for the restaurant, spa, and resort. I also headed the group reservation activities to maximize value and sales for group events. As a leader of the front office staff, I instituted the company’s Foundations training methods and processes to ensure consistency in staff communications with guests.
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