Hospitality Manager

Hospitality Manager — Summit Ridge Resort

Denver, CO | July 2023 – Present

• Led a guest services team of 18 hospitality staff members to manage front desk, housekeeping, and food and beverage operations, increasing overall guest satisfaction scores from 81% to 94% over an 18-month period.
• Administered a guest relations operations budget of $120,000, negotiating service level agreements with 6 regional vendors to reduce monthly supply and maintenance costs by 15% without impacting resort amenities.
• Designed and implemented a modern front-of-house training manual and onboarding program for 12 new hires, reducing initial onboarding time by 30% and decreasing new employee turnover rate from 28% to 15%.
• Managed the migration of front-desk operations to Opera PMS and integrated automatic mobile check-in alerts, lowering guest check-in wait times by 35% and improving lobby traffic flow during peak hours.

Assistant Hospitality Manager — Grand Vista Hotel

Aspen, CO | June 2021 – June 2023

• Supervised daily operations of front desk, guest relations, and valet parking teams for a 220-room luxury hotel property, achieving a 98% compliance score during annual corporate brand standards audits.
• Coordinated with housekeeping and maintenance departments via HotSOS to track room readiness, accelerating room turnaround efficiency by 28% and shaving 20 minutes off the average check-in wait time.
• Organized weekly staff meetings and customer service workshops for 24 frontline employees, improving internal satisfaction scores by 18% and ensuring prompt resolution of all escalated customer complaints.
• Managed guest relations and handled service recovery for billing issues and customer disputes, resolving 95% of guest complaints within 15 minutes and documenting feedback in Salesforce CRM.

Guest relations, Front desk operations, Event planning, Conflict resolution, Opera PMS, HotSOS, Salesforce CRM, Staff training, Budget management, Quality assurance auditing, Cross-department coordination, Service recovery, Vendor negotiation, Hospitality software

Digital Check-in Migration

Role: Lead Hospitality Manager

Tools: Opera PMS, Salesforce CRM, Twilio

Led the transition of check-in services to a digital mobile-first platform, reducing guest check-in queues by 40% and increasing loyalty sign-ups by 25%.

Service Recovery Optimization

Role: Assistant Hospitality Manager

Tools: HotSOS, Salesforce CRM, Excel

Redesigned service recovery protocols and complaint-tracking workflows, raising repeat booking rates by 18% and shortening average response time by 15 minutes.

• Certified Hospitality Supervisor (CHS) (2022)
• Certified Guest Service Professional (CGSP) (2023)
• Certified Lodging Manager (CLM) (2025)

• Languages: English (Native), Spanish (Conversational)
• Volunteer Work: Volunteer event planner for regional charity foundations (2022-present)
• Availability: 2 weeks notice