Anne Kanuya
Austin,TX
Summary
I have over 15 years of experience in the hospitality industry, specializing in customer service management. I am highly motivated and adaptable, and I possess exceptional interpersonal skills. I have a track record of improving customer satisfaction and extensive expertise in supervising workover and completion operations. I am a proactive Operations Manager with a solid ability to initiate and manage tasks. My expertise in lean manufacturing, which I have implemented to enhance productivity and reduce costs, provides a sense of security about my ability to achieve safety and environmental impact reduction objectives.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Operations Manager
Vacasa
48 East Avenue, Austin, TX 78701
06.2023 - Current
- • Oversee operations in assigned locations, managing a specific portfolio of properties.
• Develop and grow a relationship with the owners of the properties by proactively communicating and becoming the subject matter expert of those properties, ensuring they are clean, maintained, and well cared for
• Meet and maintain Vacasa standards and metrics such as NPS, standard unit appearance, and efficiency.
• Manage a budget for the portfolio, adhering to set annual costs, with the ability to perform a cost-benefit analysis.
• Led hiring, onboarding, and training new hires to fulfill business requirements.
• Developed systems and procedures to improve operational quality and team efficiency.
• Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
• Oversaw facility maintenance, ensuring optimal functionality of equipment and infrastructure at all times.
• Manage efficient and high-quality team, ensuring they are trained, effective, and adhere to all Vacasa policies and procedures.
• Support the team with escalated guest and homeowner concerns by responding to emails, calls, and tickets.
• Partner and assist the Business Development Representative when new units join the portfolio.
• Establish and maintain collaborative relationships with fellow regional and upper-management team members.
• Provide cross-coverage for the manager and Co-LOM(s) when necessary.
• Conduct regular inspections before guest and owner arrivals, including occasional performance for housekeeping and maintenance duties.
• Supervised operations staff and keep employees compliant with company policies and procedures.
• Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
• Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
• Managed inventory and supply chain operations to deliver goods and services promptly and accurately.
• Scheduled employees for shifts, considering customer traffic and employee strengths.
• Assisted lower-level employees handling problematic customers and clients to maintain excellent customer service.
Project Manager/Associate
Adventum Funds & Advisory
Austin, TX
08.2022 - 08.2023
- Served as a representative of Adventum, Marc Rankin, and any other Adventum associate as appropriate, handling client deliverables, marketing, project management support, and project management
- Developed project calendars and budgets to gauge progress and overall team success
- Performed business support function activities for Marc Rankin, other Adventum associates, and Clients – calendar management, expenses, on- and off-site meeting planning, travel and expense management, and other general duties to support deliverables and Clients' expectations
- Provided direct client interface and exceptional service to prospects and clients verbally and in written form
- Responded to client inquiries quickly and do follow-ups whenever necessary
- Acting as a point of contact for client interactions and providing prompt resolution and client satisfaction while building and sustaining long-lasting client relationships
- Maintaining required competencies around all the necessary software including, but not limited to, Google Apps for Business, Adobe Creative Cloud, Microsoft Office Suite, Salesforce.com or other CRMs, Social Media: Facebook, LinkedIn, IG, etc., Co-Star, Google Earth, and others as required
- Facilitating operations processes, systems and policies adherence, and communication with Marc Rankin and other Adventum Associates and management regarding issues needing attention – including, when and where appropriate, solution recommendations.
- Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
- Planned, designed, and scheduled phases for large projects.
- Met project deadlines without sacrificing build quality or workplace safety.
- Established effective communication among team members for enhanced collaboration and successful project completion.
Director of Concierge
NFC Amenity Management
Asbury Park, NJ
01.2019 - 02.2022
- Established positive rapport with customers, managers, and customer service team members to maintain a thriving work environment
- Demonstrated excellent communication skills in resolving product and consumer complaints
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions
- Set clear expectations and helped employees pursue optimal paths for achieving each target.
- Delivered continuous training to associates to maximize performance and customer relations skills
- Evaluated employee job performance and motivated staff to improve productivity
- Responded to phone and online customer service requests within a designated turnaround time to improve customer satisfaction ratings
- Organized shift assignments to meet expected coverage demands by factoring in typical loads and upcoming changes
- Conducted training and offered staff development opportunities to decrease process lags
- Led team engagement to assist cross-functional departments and achieve goals.
- Developed high-performing teams by providing mentorship, guidance, and opportunities for professional growth.
- Enhanced team collaboration through regular communication, goal setting, and performance evaluations.
- Established a culture of continuous improvement by fostering open communication channels and empowering employees to voice their ideas.
- Cultivated a positive work environment that fostered employee engagement, increased retention rates, and boosted overall team morale.
Education
Bachelor of Science - Business Administration And Management
University of The People
Pasadena, CA05.2026
Associate of Arts - Hotel Management & Tourism
Hans Seidel College
United Republic Of Tanzania2003
High School Diploma -
Machame Girls High School
United Republic Of Tanzania11.2000
Skills
- Customer Relationship Management
- Leadership & Management Training
- Hotel Management
- Complaint Logging and Resolution
- High Level of Cultural Awareness
- Documentation and Reporting
- Complex Problem Solving
- Performance Evaluations
- Operational Systems Monitoring
- Exceptional Communication Skills
- Event Planning & Coordination
- Operational Management & Delivery
- Planning & Organizing
- Team Leadership
- Operations Management
- Employee relations and conflict resolution
- Planning and Implementation
- Inventory Management
- Policies and procedures implementation
- Maintaining Compliance
- Interpersonal Communication
- Client Relationships
- Strategic Planning
- Project management abilities
- Regulatory Compliance
- Organizational Management
- Quality Assurance Controls
- Onboarding and Orientation
- Invoice Processing
- Cross-Functional Collaboration
- Purchasing and procurement
- Budget Development and Management
- Building and Facility Management
- Forecasting and Scheduling
- Cross-Functional Communication
- Maintenance Planning
- Vendor Sourcing
- Financial Management
- Budgeting and forecasting
- MS Office advanced (Word / Excel / PowerPoint, Outlook, Pivot tables, PowerPoint Slides, Oracle OPERA Cloud, ResGrid, Slack, etc
Certification
- Project Management Professional (PMP) - Project Management Institute - WWW.IO4PM.ORG - May 2022.
- Notary Signing Agent - Texas National Notary Association - March 2023
- HSI Adult First Aid | CPR AED All Ages (2020) -(Blended)-DC - HSI - April 2023
Languages
English
Full Professional
Swahili
Native or Bilingual
Timeline
Operations Manager
Vacasa
06.2023 - Current
Project Manager/Associate
Adventum Funds & Advisory
08.2022 - 08.2023
Director of Concierge
NFC Amenity Management
01.2019 - 02.2022
Bachelor of Science - Business Administration And Management
University of The People
Associate of Arts - Hotel Management & Tourism
Hans Seidel College
High School Diploma -
Machame Girls High School