Rooms Division Manager

Rooms Division Manager — The Crestview Harbor Resort

Denver, CO | November 2023 – Present

• Directed a cross-functional department of 42 employees across Front Office, Housekeeping, and Guest Services, decreasing staff turnover by 22% through structured onboarding.
• Managed an annual rooms division operating budget of $2.4M, optimizing supply purchasing, housekeeping contracts, and labor allocation to save $145,000 in overhead expenses.
• Overhauled room readiness tracking using HotSOS and Opera PMS, reducing average guest check-in wait time by 32% during peak seasonal weekends and improving VIP satisfaction.
• Achieved a 94.6% Guest Satisfaction Index score (up from 86.2%) by implementing a front-of-house staff incentive program based on real-time feedback reviews.

Front Office Manager — Grandview Crest Hotel

Colorado Springs, CO | June 2021 – October 2023

• Supervised 18 guest service agents and concierge staff, conducting weekly service standards audits to improve reservation accuracy from 93% to 99.8% over a 12-month period.
• Implemented automated upsell protocols at the front desk, training guest agents on premium room benefits to generate $84,000 in additional room-tier revenue within the first year.
• Negotiated service level agreements with 3 third-party linen and shuttle vendors, cutting department operational costs by 15% and improving supply reliability.
• Resolved an average of 35 guest escalations per week, standardizing service recovery procedures to reduce compensation payouts by 28% while retaining key corporate clients.

Rooms division management, Revenue forecasting, Guest relations, Budget management, Vendor negotiation, Staff scheduling, Service recovery, Property Management Systems (PMS), Opera PMS, HotSOS, ALICE, Oracle Hospitality, Microsoft Office, Conflict resolution

PMS Migration and Integration

Role: Project Leader

Tools: Opera PMS, Oracle Hospitality, HotSOS

Directed the 4-month transition of the resort's legacy booking database to Oracle Cloud Hospitality, resulting in zero downtime and a 19% increase in booking throughput.

Green Housekeeping Initiative

Role: Operations Lead

Tools: ALICE, Microsoft Excel

Reorganized shift routing and supply delivery patterns for 25 housekeeping staff, reducing daily laundry energy consumption by 14% and saving $32,000 annually.

• Certified Rooms Division Executive (CRDE) – AHLEI (2024)
• Certified Hotel Administrator (CHA) – AHLEI (2025)

• Languages: English (Native), Spanish (Professional working proficiency)
• Professional Memberships: American Hotel & Lodging Association (AHLA)
• Availability: 3 weeks notice