ANDREA GODBEY

Senior executive overseeing multi-state operations for a large professional service division servicing luxury residential clients and high-net-worth individuals. Managed 45+ employees, $10M+ annual budgets, and full operational systems across three markets.

Leadership & Growth

• Directed multi-layer teams across three major U.S. markets, establishing accountability frameworks, leadership pipelines, and scalable workflows.
• Drove operational growth while maintaining service excellence during rapid expansion and restructuring phases.

Financial Oversight

• Managed multimillion-dollar P&Ls with responsibility for forecasting, resource allocation, cost controls, and profitability.
• Delivered a 20% cost reduction while improving performance metrics and strengthening client satisfaction.

Systems & Process Improvement

• Designed and implemented standardized processes, policies, and SOPs across regions to increase efficiency and eliminate operational bottlenecks.
• Digitized reporting systems, strengthening KPI tracking, service metrics, and data-driven decision-making.

People & Culture Leadership

• Led hiring, onboarding, performance management, and coaching for all regional managers and support teams.
• Served as senior escalation point for HR, employee relations, and cross-functional concerns.

Client Service & Professional Operations

• Directed service delivery workflows ensuring compliance, quality standards, and exceptional client experience.
• Coordinated with legal, finance, HR, accounting, IT, and corporate leadership to support strategic objectives.

Directed operations for a high-growth professional services and logistics company serving thousands of clients across the NYC metro area. Oversaw multi-department teams, complex scheduling, customer escalations, vendor relationships, and system implementation during a period of rapid expansion and organizational restructuring.

Leadership & Team Oversight

• Managed and coached multi-level teams responsible for daily operations, customer service, logistics, fulfillment, and onsite execution.
• Reinforced accountability through KPIs, SOPs, performance reviews, and improved training programs.

Systems, Processes & Operational Efficiency

• Designed and implemented new workflows to streamline scheduling, routing, and work order management across the organization.
• Introduced scalable standard operating procedures that improved consistency, reduced errors, and strengthened internal communication.
• Partnered with tech and product teams to improve operational tools, automations, and reporting systems.

Financial & Vendor Management

• Oversaw operational budgets, managed vendor contracts, and ensured cost-effective solutions across fleet services, equipment, and service partners.
• Conducted variance reviews and contributed to strategic financial planning and forecasting.

Customer Satisfaction & Issue Resolution

• Handled escalated client issues, ensuring rapid resolution and improved retention metrics.
• Implemented service quality standards across teams, reducing customer complaints and increasing repeat usage.

Cross-Functional Collaboration

• Partnered with HR, Finance, and Executive Leadership to support hiring, employee relations, onboarding, and workforce planning.
• Strengthened alignment across operations, customer success, and logistics to support company growth and client experience.

Served as the senior leader overseeing all hotel operations, financial performance, staff development, facility management, and guest experience for a boutique, design-forward property within the Ascend Collection. Ensured operational excellence, brand consistency, and premium guest satisfaction in a competitive hospitality market.

Full-Business Oversight & Leadership

• Directed all hotel departments including front office, housekeeping, maintenance, sales, and guest relations.
• Led a multi-shift staff, ensuring service excellence, proper training, and adherence to brand standards.

Financial Management

• Managed full P&L, budgeting, forecasting, cost controls, and revenue optimization strategies.
• Recovered $20K+ in uncollected revenue by implementing stringent reconciliation systems and performance accountability.

Operations, Quality Control & Property Management

• Oversaw all maintenance, capital improvement projects, vendor coordination, and property-wide standards for safety and cleanliness.
• Conducted regular property audits, ensuring compliance with OSHA, brand requirements, and local regulations.

Guest Experience & Service Excellence

• Elevated service quality through targeted training initiatives, issue-resolution frameworks, and daily briefings.
• Strengthened guest satisfaction scores by improving arrival experiences, room quality checks, and service responsiveness.

Hiring, HR & Culture Development

• Led hiring, onboarding, staff scheduling, performance reviews, and corrective action processes.
• Cultivated a culture of accountability, positivity, and seamless service delivery.

Held primary responsibility for day-to-day hotel operations, staff supervision, financial oversight, and guest satisfaction at a high-occupancy property in the Choice Hotels portfolio. Played a key role in maintaining the hotel’s long-term #1 guest satisfaction ranking through consistent service excellence and operational rigor.

Operational Leadership & Department Management

• Oversaw housekeeping, front desk, maintenance, and guest services teams in a fast-paced hospitality environment.
• Managed staff performance, coaching, corrective action, and daily workflow coordination.

Quality Control & Compliance

• Conducted property-wide inspections to uphold rigorous standards of cleanliness, safety, and brand compliance.
• Ensured adherence to OSHA, fire safety codes, health regulations, and corporate QA requirements.

Financial & Administrative Oversight

• Supported P&L management, budgeting, cost control, forecasting, and daily financial reporting.
• Optimized labor budgets through effective scheduling aligned with occupancy trends and seasonal demand.

Guest Experience & Customer Relations

• Served as lead resolver for escalated guest issues, ensuring timely, diplomatic solutions.
• Maintained #1 guest satisfaction ranking for five consecutive years by implementing proactive service strategies and team training.

Hiring, Training & Leadership Development

• Participated in recruiting, interviewing, onboarding, and ongoing staff education programs.
• Built high-performing teams through coaching, feedback loops, and consistent leadership presence.