Hotel Manager

Hotel Manager — Summit Ridge Resort

Denver, CO | July 2023 – Present

• Led a hospitality team of 24 front desk agents, housekeepers, and food service professionals to manage 180-room resort operations, driving guest satisfaction index from 80% to 96% over an 18-month timeframe.
• Administered an annual operational budget of $2.5M, negotiating service contracts with 8 third-party suppliers to lower facility maintenance costs by 14% while maintaining premium guest hospitality standards.
• Introduced a guest loyalty engagement program and customized check-in procedures, reducing average customer check-in wait times by 32% and increasing repeat booking rates by 22% in a 12-month period.
• Standardized emergency response procedures and hotel security protocols, training 30+ staff members and achieving a 99% compliance rating during the annual lodging safety inspection.

Assistant Hotel Manager — Grand Vista Hotel

Aspen, CO | June 2021 – June 2023

• Supervised day-to-day front office and guest services operations for a 150-room luxury property, leading a staff of 15 members and resolving 95% of guest escalations within 10 minutes.
• Managed room inventory and rate updates across 5 online travel agency channels, increasing revenue per available room by 11% and hotel room occupancy by 8% over a 12-month period.
• Coordinated with housekeeping and maintenance managers via HotSOS to streamline room preparation, cutting room turnaround times by 25% and reducing early check-in delay complaints by 35%.
• Facilitated weekly shift handovers and customer relations workshops for 18 staff members, helping to reduce department-wide turnover by 20% over 2 fiscal years.

Hotel operations, Guest relations, Budget management, Staff leadership, Opera PMS, HotSOS, Salesforce CRM, Event coordination, Vendor management, Conflict resolution, Revenue management, Scheduling, Quality assurance, Customer service recovery

Digital Check-in Migration Project

Role: Project Director / Hotel Manager

Tools: Opera PMS, Salesforce CRM, Twilio API

Directed the integration of contactless keyless entry systems across 180 rooms, reducing front desk wait times by 40% and increasing loyalty sign-ups by 28%.

Service Recovery Framework Initiative

Role: Assistant Hotel Manager

Tools: HotSOS, Microsoft Excel, Salesforce CRM

Designed and rolled out a new guest issue escalation pipeline, decreasing resolution time from 20 minutes to 6 minutes and lifting repeat booking rates by 15%.

• Certified Hotel Administrator (CHA) (2024)
• Certified Hospitality Supervisor (CHS) (2022)

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