Hospitality and Training Manager

Top Management

• In charge of all recruitment and interviews for all departments in the venue. Overseeing all hiring events put on by the venue locally; Hiring events consist of 5-45 recruits who go through an interactive interview process
• Responsible for the training and development for all new hires; Includes scheduling, mock services, placement in the venue and post-employment check-ups
• Executes continued learning and education for all management and hourly associates
• Hospitality Manager on the floor to assist in guest satisfaction, associate needs, guest opportunities, and guest experience
• Tasked with increasing OSAT scores week over week by floor presence and guest engagement
• Responsible for floor planning, scheduling, and mapping all events; including full floor and venue buyouts
• Excellent at problem solving and finding the best possible solution that meet the needs of the business
• Responsible for billing and closing out all events, to ensure deposits are applied properly
• Tasked with greeting all events on designated floors for the day. Assist when needed in flipping the floor for private events, parties and day to day operations
• General duties include all associate staffing and task management; decrease labor hours and increase productivity

• Key Account Manager for 85+ individual homes in the Nashville short term rental market
• Worked closely with the homeowner to ensure revenue projections monthly were on target and strategize ways to optimize revenue
• Produced updates to the listing content of our homes marketed on HomeAway, VRBO, TurnKey, AirBnb and 50+ other platforms
• Worked quickly to provide problem resolution for the homeowner in the event of guest damage, emergency situations, parties, and normal wear and tear on homes
• Applied and complied for necessary permits and regulations, as deemed by the city of Nashville
• Responsible for daily operations in the homes and report to the homeowner of any maintenance requests, guest issues, condition of the home, current work being done, scheduling and status updates
• Worked closely with the Field Operations team of 10, who reported to me and assess issues inside the home and schedule housekeeping accordingly
• Generated monthly earnings statements to the homeowner and assist with any inquiries on taxes, revenue and all things financial

Account Manager

• Supported the National Sales Team specializing in 250 rooms or more on peak
• Assisted in preparing contracts, addendums, space mapping, and all documents pertaining to the Sales process
• Arranged and prepared for VIP Site Visits and scheduled necessary travel and accommodations for potential clients
• Produced expense reports monthly and documented all pre and post trip analysis for the Sales Team

Sales Coordinator

• Specialist in fashion, fine, and bridal jewelry
• Responsible for quarterly and yearly sales plans that consistently meet and exceed company expectations
• 2016 fiscal year sales at 1 million. Decrease in return volume by 9% and increase in sales by 3% from 2015
• Reliably built high dollar repeat client base, which contributed to bottom line store sales
• Personal book of 2,000 clients
• Responsible for weekly sales reports, client outreach and action plans, follow up, special dates and engagement appointments.  Proficient in opening and handling new Tiffany for Business accounts
• Expert in operations and customer service department which include managing inventory, merchandising, custom orders, repairs, processing transfers and all daily back of house procedures
• Recipient of customer service excellence and satisfaction awards

Luxury Sales Professional

• Supervised a 65+ staff including all Front Desk Agents, Concierge Agents, Bellman and At Your Service Agents
• Nominated by peers for Supervisor Leader of the Month (March 2012)
• Implemented all training procedures as the official certified new hire trainer for the Front Office department
• Proficient in MARSHA, GuestWare and Mystique(Siebel)
• Assisted on Task Force for 2 weeks at the Dallas City Center Marriott (2012)
• Assisted as Manager on Duty and Overnight Manager on Duty

Front Office Supervisor

• Provided a warm welcome and fond farewell to all guests adhering to The Ritz-Carlton and AAA Standards
• Performed all Front Desk Agent duties; block specialty rooms, attend pre-conference and resume meetings; monitor Gallup scores monthly
• Processed all payment types; secure bank at beginning and close of each shift
• Completed 9 months of the Night Audit; cross trained in PBX and all Call Center communications
• Proficient in OPERA - Property Management Systems, Timesaver & Watson

Front Desk & Overnight Front Desk Agent

• Completed 6 weeks total on two separate occasions of Task Force
• Assisted the property as requested by Supervisors of the Rooms Division

Front Desk Agent, Task Force

• Performed all Supervisor/Management duties in Housekeeping, Rooms Division
• Prepared schedules, implemented training processes and procedures
• Conducted inventory of products and supplies
• Performed inspections on and tracked progress of Room Attendants and Turndown Attendants
• Conducted pre-screening interviews for possible candidates to the Housekeeping team; attended all Rooms Division Leaders' meetings and conference calls

Proficiencies
Salesforce CRM/Delphi, Microsoft Office, Outlook, Excel Word and PowerPoint
OPERA PMS, Marsha, Siebel/Mystique CRM, GuestWare
Engage CRM and Tiffany Connect

LIVE Leader, Rooms Division, Housekeeping

Find out detailed information about Whitney Straub, Hospitality and Training Manager in Berthoud, CO

Whitney Straub: Hospitality and Training Manager in Berthoud, CO

Whitney Straub