Bahia Resort Hotel

An operation shift supervisor oversees the company's day-to-day operations and employee performance. As an operation shift supervisor, I perform a number of tasks that include assigning tasks to staff, ensuring all operations and sales run smoothly, and responding to inquiries and complaints from customers. In addition, I monitor the work habits of employees and to motivate them by offering incentives for excellent performance. I am also responsible for maintaining customer satisfaction and retention and responding to emergencies, unexpected problems, and crises. Coordinates the desk activities to assure that guest's services standards are consistently met or exceeded.
Coaches and develops associates using a consistent, approachable demeanor while articulating expectations.
Participates in increasing the percentage of return guests by listening to and fulfilling their needs with a caring and responsive attitude. Contributes to the financial growth of the company by enthusiastically promoting the available amenities and facilities of our hotel. Plays a key role in ensuring that all guest needs are met in a timely manner by interacting and communicating closely with other departments in the hotel. Continuously provides excellent customer service when making reservations and use effective up-selling techniques. Offers and provides assistive devices to our guests with disabilities in a thoughtful and professional manner. Answers the department telephone with a friendly voice using professional telephone techniques and etiquette. Inputs information into the hotel computer and maintain guest records accurately and precisely, paying close attention to details and comments. Maintains a house bank and conform with established cash handling procedures. Processes guest billing using cash, checks, credit cards and special billing. Provides a safe and secure environment for both our guests and colleagues by knowing and assisting in safety and emergency procedures.

Room Operations 

MG HOSPITALITY LIMITED

Contribute to the mission and overall success of the hotel by accomplishing performance objectives focused on business revenues, guest and associate satisfaction and efficient hotel operations. Manage incoming sales/group inquiries, negotiations and sales presentations.

Ensure service, technical skills, and other training occurs throughout the property. Establish a presence with team members on property and actively solicits team member feedback and utilize an open-door policy. Hire team members who demonstrate strong functional expertise, creativity, and leadership.

Consistently drive high Quality Assurance and Medallia guest service scores. Review guest survey results, and other data to identify areas of improvement with team members. Interface with customers on a regular basis to obtain feedback on the quality of product, service levels, and overall satisfaction.

Ensure the hotel is well maintained and that operational areas have an atmosphere that meets or exceeds guest expectations. Ensure policies are administered fairly and consistently and that each team members performance is evaluated and recognized where appropriate.

Assistant General Manager

State Fair of Texas®

Drive sustainable continuous improvement in the Company by training, mentoring, and maintaining an environment of lean thinking
collaborate with key department leaders to provide project coordination and facilitate cross-functional teamwork to identify opportunities for improvement

Document and evaluate existing processes, identify opportunities for improvement and work with department leaders to develop strategy for effective execution and measure results

Establish and identify norms and standards of company performance

Collaborate with leadership and use data to help quantify and prioritize processes or projects for inclusion in the organization's continuous improvement initiatives

Worked Directly with out Public Relations and Sales Departments. Assisting with presentations, VIP clients, negotiations and public appearances.

Guest Experience Manager

Hyatt Regency Dallas

I played a central role in leading the site through the Lean Excellence model

lead, coach and influence my teams site’s Leaders, ensuring rigor and fidelity to the Lean Deployment roadmap

Role modelling a culture that is aligned to the Hyatt “Great Place to Work” value drivers and Culture Principles

Exemplifying a safety-first mindset and ensuring that the Health, Safety and Environmental policies and standards are applied across and that all locations are a model of a world-class healthy and safe working environment


Worked Directly with out Public Relations and Sales Departments. Assisting with presentations, VIP clients, negotiations and public appearances. 

Drove a disciplined and rigorous deployment of the Lean Operating Model (LOM) across within the Performance hub of the property


Created and executing against the Site Lean Deployment plan

Hyatt Regency

Assist in the development and monitor implementation of process changes meant to result in cost reduction, and/or productivity improvement

Train, coach, mentor and develop team members to ensure continuous improvement processes are being utilized and sustained to improve KPI

Perform other duties assigned as needed


Collaborate with leadership and use data to help quantify and prioritize processes or projects for inclusion in the organization's continuous improvement initiatives

High Risk Case Manager- Security Assistant Manager

HD Supply

Creating and executing against the Site Lean Deployment plan

Coaching their performance center’s in their deployment of the Lean Excellence Model

Ensuring the correct allocation of resources to make the Lean deployment a success, and making problems immediately visible, allowing problem solving to take place

Delivering significant improvement in People, Safety, Quality, Delivery, Cash and Cost (PSQDCC) targets, meeting their site’s customer and stakeholder commitments, driven by significant improvements in Lean Maturity

Developing deep Lean Expertise across their site, ensuring that they become self-sufficient in running the Lean Operating Model

Customer Service Improvement Specialist.




Hotel Room Operations: Seasoned Scrum Leader

Demonstrated expertise in guest experience management over 15 years, complemented by robust leadership skills, customer service, and employee development. Proficient in strategic planning, room rate strategy, project coordination, and Kaizen  Development.

Holds certifications in Lean Green Six Sigma Project Management, Kaizen, and ISO 9001:2015. Experienced in Agile Development.



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