Creative Head with 15+ years of hospitality and design experience. Proven track record in managing diverse brands and delivering visually stunning designs. Passionate about creating customer-centric experiences. Strong attention to detail and commitment to quality. Expertise in branding, web design, and graphic design using Adobe Creative Suite. Certified in Google Ads, Google Analytics, Google My Business, and Google Ad Manager, enabling effective utilization of digital marketing strategies. Committed to exceeding client expectations with innovative and impactful solutions.
May 2019 - March 2021-2015
Best Western Plus, Rockville, MD | Asst. GM
Oversaw daily operations of a 164-room property, managing breakfast and 32,000 SF of meeting space. Led brand transition, ownership change, and management company switch while prioritizing guest satisfaction and staff retention. Managed hotel throughout the pandemic, handling staffing, revenue management, and working in all positions. Coordinated PMS system and EMV system transitions. Controlled payroll, reconciled franchise fees, commissions, and accounts receivables. Conducted successful property renovation, ensuring guest satisfaction and revenue optimization. Monitored budgets, conducted inspections, managed housekeeping and maintenance departments, and resolved issues promptly. Handled social media and Medallia-related matters. Oversaw employee payroll and facility inspections.
October 2016 - May 2019
Radisson Hotel, Rockville | Operations Manager
Led successful hotel conversion from Crowne Plaza to Radisson, supporting ownership transition while prioritizing guest satisfaction and employee retention. Assisted GM in overseeing daily operations of a 154-room property, including Sales, F&B, and IT. Fostered a collaborative team environment. Managed IT infrastructure, payroll, franchise fees, commissions, vendors, and accounts receivables. Handled group needs, billing, and room block management. Oversaw Sales and Marketing, participated in strategy meetings, and secured corporate business. Monitored banking and safety meetings. Managed supplies and conducted room inspections for cleanliness and brand compliance. Handled facility inspections, including Radisson QA and regulatory checks.
April 2006 - October 2016
Crowne Plaza Hotel, Rockville | Front Office Manager
Managed day-to-day operations of a 152-room property under Sunburst Hospitality Corporation. Provided strong leadership and support to the General Manager in all aspects of the hotel, including employees, maintenance, revenue, and sales/marketing. Focused on enhancing guest satisfaction by upholding Hotel Brand Standards. Acted as a Brand Champion, exceeding Gross Operating Profit and flow-through goals, maximizing room revenues, and achieving Revenue Growth Index and RevPAR targets. Controlled labor and expenses while maintaining Overall Satisfaction Score. Handled guest complaints, social media, and Medallia-related matters. Managed group needs, room blocks, and accurate billing. Streamlined workflow processes, motivated employees, and resolved complex problems. Implemented sales cycle procedures for revenue growth. Ensured accurate financial records and communicated corporate objectives. Improved office management procedures and customer complaint resolution.
Skills
Technology Proficiency, Knowledge of the Hospitality Industry, Leadership, Time Management, Attention to Detail, Adaptability, Sales and Marketing, Financial Management, Problem Solving, Conflict Resolution, Customer Service, Communication, Operations Management, Team Building, Cultural Sensitivity
