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Work Background
LyftRideshare Driver
Jul. 2024San Diego County, California, United States* Provided safe and reliable transportation for riders in the San Diego area, consistently maintaining rating 5 out of 5 through entire time. * Demonstrated strong customer service skills by effectively communicating with riders and addressing their needs. * Utilized navigation skills and familiarity with local routes to optimize travel time and ensure efficient transportation.
AvantStaySenior Area Operations Manager - San Diego/Maui/Oahu
Jan. 2022 - Apr. 2024San Diego County, California, United States
AvantStayArea Operations Manager
Oct. 2020 - Jan. 2022San Diego County, California, United States* Accountability of the company's 2nd largest market (San Diego), Maui and Oahu. Drive delivery of exceptional property management services, with focus on efficient processes, collaborated with local businesses, and continuously improving guest experiences. Hired, trained, promoted and oversaw assistant managers, maintenance and field ops. Oversaw unit on- and off-boarding, maintenance, delivery, logistics, and inventory. * Increased scores across key metrics through outstanding leadership and focus on results. Nearly doubled Net Promoter Score (from 37.4 to 72.8), exceeding 70% company KPI. Boosted all 5 KPI's for 3 consecutive years. * Secured pricing lower than market rate for linen cleaning, and kept rate from increasing in subsequent years, by locating and driving negotiations with vendors. Keep maintenance costs at or below budget year over year. * Strengthened relationships with 60+ owners, without an assigned Owner Manager, through increased communication and transparency. * Scaled market with 27 new properties and optimized revenue by successfully onboarding for immediate rental. * Completed key projects--including an IoT swap-out finished in 3 weeks during peak summer season; earlier than given deadline.
DomioSenior Area Operations Manager: San Diego/Phoenix/Tempe
Jan. 2019 - Jul. 2020San Diego, California* Piloted operational fiscal and management of 82 properties, plus a commercial building, across greater San Diego, Phoenix, and Tempe areas. * Hired, trained, and oversaw a group of city managers, maintenance and cleaning workers. Built and nurtured relationships with property managers to retain business. Managed unit onboarding and offboarding of 7 market accounts. * Delivered on company KPI goals, achieving strong 83%+ Net Promoter Score and overall rating score of 4.8 out of 5. Maintained strong numbers while leading multiple cities through employment gaps, onboarding, and natural disasters. * Optimized services through creation of efficient processes; enhancing local partnerships, guest amenities and experiences. * Ensured consistency during the expanding of 60+ Chicago properties by implementing practices and standards following the acquisition.
DomioArea Operations Manager
Apr. 2018 - Jan. 2019San Diego, California, United States
DomioHousekeeping Manager
Feb. 2018 - Apr. 2018San Diego, California, United StatesPromoted to Area Manager after exceeding expectations and results.
Fairmont Heritage Place, Ghirardelli SquareExecutive Operations Manager
May. 2016 - Dec. 2017San Francisco* Oversaw 30+member team ensuring cleanliness and upkeep of 53 residences while serving as Manager on Duty. * Led the hiring process, implemented training plans, and created schedules and checklists for staff. Led team meetings, handled inventory purchases, conducted performance reviews, inspections and processed payroll for Housekeeping and Food & Beverage groups. * Served as Champion of Sustainability Team; led team of 3 in green initiative that included installation, staff education, energy reduction strategies, and switch from print newspapers to app-based offering. * Led team to win Department of the Year in 2017 during a full building renovation; changes included implementing new monthly inspections, refinement and coaching team on cleaning standards, securing approval for adding essential amenities and bringing back "Appreciation Week" to boost morale, and merging breakfast and lobby teams to boost flexibility.
UberRideshare Driver
Sep. 2015 - May. 2016San Francisco Bay Area* Provided safe and reliable transportation for riders in the San Francisco area, consistently maintaining rating 4.9 out of 5 through entire time. * Demonstrated strong customer service skills by effectively communicating with riders and addressing their needs. * Utilized navigation skills and familiarity with local routes to optimize travel time and ensure efficient transportation.
Grand Hyatt DenverAssistant Front Office Manager
Dec. 2012 - Aug. 2015Denver* Boosted Net Promoter and Check-in Process scores each year; finished 2015 with average 83.2% check-in process. * Boosted Guest Satisfaction scores by 20% with the development and implementation of new front office procedures, cross-departmental meetings, staff training programs. * Won Department of the Year in 2014, ensuring smooth operations while managing Front Desk during 7-month renovation.
Manchester Grand Hyatt San DiegoAssistant Executive Housekeeper
Dec. 2010 - Dec. 2012San Diego• Managed over 200 supervisors, coordinators, housekeepers, housemen, runners, and lobby porters • Raised Gallup scores for two consecutive years (From 3.98 to 4.31 in 2011 and 4.31 to 4.49 in 2012) • Raised Guest Room scores to the highest they have been in over two years • Assisted with renovation o Managed teams removing guest room items to be saved and stored o Inspected rooms and floors after construction to bring back into inventory • Handled purchasing, payroll and scheduling for the department o Improved staffs materials and equipment as shown in Gallup scores from 4.03 to 4.46 • Assisted in creating staffs scheduling each week • Conducted one on one coaching in the field and through Medallia guest surveys • Improved public area staffs carts, supplies, and time management skills • Re-rolled out Impact training for housekeeping and public area staff • Caring For Guest Concerns/Changing the Conversation Trainer • Developed and remodeled checklists for better efficiency
Hyatt Regency ChicagoFront Office Supervisor/Housekeeping Supervisor
Jun. 2008 - Dec. 2010Chicago• Promotion to Housekeeping Supervisor Aug. 2010 – Dec 2010 • Supervised over 200 union housekeepers, housemen, linen runners, and lobby porters • Performed over 100 housekeeping inspections each month • Managed the re-organization of our storage floor for preparation for renovation • Managed teams for installation of guest room items • Assumed supervision for conversion to Opera PMS (Super User) • Promotion to Airline Coordinator Dec. 2009 – Aug. 2010 • Created SOP’s for airline facet of the Front Office • Created and maintained over 5,000 reservations for seven airline companies each month • Acting West Tower Front Office Manager • Assisted accounting with disputed payments monthly • Supervised and trained airline agents • Promotion to Control and Guest Relations Supervisor Jul. 2009 – Aug. 2010 • Maintained room inventory • Handled all escalated complaints and followed up to ensure satisfaction • Assisted and supervised 30 front desk agents • Front Office Agent Jun. 2008 – Jul. 2009
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