Huntington Beach, California, United States
I’m an experienced operations leader with a strong track record of transforming escalations into opportunities for brand loyalty. I’m passionate about building lasting client relationships, developing high-performing teams, and creating processes that deliver exceptional results.
-Acted as the primary relationship manager for corporate clients, ensuring every detail of their event was executed to standard while building trust and long-term partnerships. -Led all operational phases of event execution, from pre-planning and production to onsite coordination and post-event review. -Managed 10-30 staff per event, delegating responsibilities, monitoring performance, and ensuring adherence to brand standards and client requirements. -Oversaw end-to-end logistics including setups, timelines, floorplans, load-in/out schedules, staffing, guest flow, and vendor operations. -Translated client expectations into actionable plans, collaborating daily with banquets, culinary, sales, event planning, and event technology teams. -Improved attendee and client satisfaction scores through enhanced service touchpoints, proactive communication, and real-time issue resolution. -Managed event billing, financial reconciliations, cost controls, and budget accuracy to ensure transparency and reduce billing discrepancies. -Conducted onsite quality assurance checks and monitored service delivery, ensuring client feedback was addressed immediately and thoroughly. -Regularly met with clients pre- and post-event to gather insights, identify opportunities, and refine operational standards. -Ensured all events complied with health, safety, and legal regulations to protect guests and minimize liability.
-Collaborated closely with clients, sales teams, and event planners to ensure all event requirements were correctly captured and executed. -Verified all meeting rooms, banquet spaces, and event setups were completed accurately based on BEOs, client notes, and last-minute changes. -Oversaw specialty accommodations, dietary needs, VIP requests, and custom setups to deliver personalized client experiences. -Strengthened vendor relationships, ensuring seamless coordination for entertainment, AV, décor, and rental partners. -Supported event managers with staffing plans, setup strategies, and onsite quality control. -Handled escalations with professionalism, ensuring corrective action was taken quickly and discreetly. -Maintained compliance with company SOPs, operational standards, and local safety regulations. -Trained and coached staff on service expectations, guest communication, efficiency, and conflict resolution. -Assisted with financial duties including labor tracking, billing accuracy, inventory orders, and cost-saving initiatives.
-TRIP ADVISOR: #1 IN HUNTINGTON BEACH, #1 IN ORANGE COUNTY, #17 IN CALIFORNIA -Directed daily operations for a high-volume boutique hotel front office, ensuring consistent delivery of elevated guest experiences. -Acted as a key client-success contact for VIP guests, returning clients, and corporate accounts by anticipating needs and providing personalized support. -Led a team of front desk agents, ensuring coverage, performance management, coaching, and service excellence. -Analyzed guest feedback, service scores, and operational bottlenecks to implement improvements that boosted overall satisfaction. -Worked closely with sales, revenue management, housekeeping, engineering, and F&B to maintain operational alignment. -Oversaw billing audits, financial accuracy, rate changes, and revenue strategies to prevent errors and strengthen guest trust. -Handled escalated guest concerns with calm leadership, turning negative experiences into positive outcomes. -Ensured compliance with brand standards, key control, emergency protocols, and property policies.
-Supervised front desk operations and ensured all guest interactions met brand expectations for service and hospitality. -Assisted with daily review of arrivals/departures, billing accuracy, room blocks, amenity preparation, and VIP arrangements. -Provided hands-on support during peak hours to maintain service flow and reduce wait times. -Trained and mentored new team members, supporting their development in customer communication, system accuracy, and service confidence. -Quickly resolved guest concerns and coordinated with internal departments to deliver smooth, memorable stays. -Maintained operational organization, inventory, and property cleanliness standards for the front office.
-Delivered "white glove" customer service through efficient check-in/out processes, proactive communication, and warm hospitality. -Managed reservations, special requests, VIP arrivals, and room assignments with precision and attention to guest preference. -Coordinated with housekeeping, valet, engineering, and F&B to ensure seamless guest journeys. -Handled daily cash management, card authorizations, billing corrections, and shift audits with accuracy. -Supported lost-and-found, luggage handling, and guest inquiries with care and professionalism. -Recognized service opportunities and acted quickly to exceed guest expectations.