Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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Annie Mitchell

Tucson,AZ

Summary

To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.

Overview

18
18
years of professional experience

Work History

Director of Room Operations

The Ritz-Carlton, Charlotte
09.2018 - 05.2024
  • Responsible for the oversight of the Rooms Division generating revenues of $13 million dollars annually.
  • Managed$4 million dollar annual budgets effectively to ensure optimal use of resources while maintaining financial stability.
  • Assisted with sales and marketing strategies to foster achievement of revenue goals.
  • Implemented high-impact guest service and financial initiatives, resulting in increased guest satisfaction and profitability.
  • Directed the daily activities of the 90+-member rooms division team.
  • Worked alongside the General Manager in the daily oversight of the operation to ensure satisfaction in a very high end, high expectation environment.
  • Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
  • Worked directly with NBA, Tour Managers, Secret Service and local law enforcement to ensure the safety and security of high level VIPS.
  • Acted as Interim Director of Hotel Operations November 2021-April 2022 in the absence of a Director of Food and Beverage.
  • Facilitated cross-functional collaboration for improved decision-making processes within the organization.
  • Enhanced team collaboration through regular communication, goal setting, and performance evaluations.

Director of Housekeeping

The Westin Hilton Head Island Resort And Spa
05.2016 - 09.2018
  • Developed and implemented detailed housekeeping standards to promote cleanliness standards for guest rooms and common areas.
  • Cultivated positive relationships with local health inspectors, facilitating smooth inspection processes that resulted in consistently high ratings.
  • Established team priorities, maintained schedules and monitored performance.
  • Improved overall guest satisfaction cleanliness scores by 4.6 points by implementing efficient housekeeping procedures and staff training programs.
  • Successfully addressed guest concerns regarding housekeeping matters in a timely manner, leading to increased repeat business.
  • Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
  • Oversaw renovations projects in collaboration with maintenance teams, ensuring minimal disruption to guests during periods of construction.
  • Collaborated with human resources to refine recruitment strategies for the housekeeping department, attracting top talent and reducing time-to-fill open positions.
  • Conducted regular room inspections to verify compliance with housekeeping standards.

Director of Front Office

The Westin Hilton Head Island Resort And Spa
11.2014 - 05.2016
  • Leveraged data and analytics to make informed decisions and drive business improvements.
  • Implemented effective staff scheduling strategies for optimal coverage during peak periods.
  • Increased guest satisfaction scores with proactive approach to addressing concerns and resolving issues promptly.
  • Participated in strategic planning sessions to align front office goals with overall hotel objectives.
  • Spearheaded training programs to enhance employee skill sets and improve overall productivity levels within the department.
  • Collaborated closely with other department heads to ensure seamless coordination of guest services across all areas of the hotel.
  • Played an instrumental role in driving repeat business through outstanding customer service delivery.
  • Coordinated closely with housekeeping teams to ensure timely room turnover upon guest departure or arrival.
  • Oversaw financial management for the front office, including budgeting, forecasting, and expense tracking.

Front Office Manager

Loews Ventana Canyon Resort
10.2006 - 11.2014

Education

Bachelor of Science - Political Science

University of Arizona
Tucson, AZ
05.2006

Skills

  • Experienced Manager with 18 years in Hotel industry
  • Staff Training and development
  • Management and Coaching
  • Results Oriented
  • High Energy
  • Hands on professional
  • High Level VIP Management
  • Strong systems knowledge in the following areas:
  • Property Management Systems (Opera)
  • Reservations and Revenue Management Systems
  • Telephone and PBX systems
  • Microsoft Office

Accomplishments

  • Implemented Several key systems in operations that led to significantly increased guest satisfaction scores. Overall satisfaction increase of 9.2 points year over year.
  • Built and maintained relationships with high level VIP groups (NBA, Entertainment, Foreign Dignitaries)
  • Awarded a Ritz-Carlton Cobalt Award in 2020.
  • Marriott's Emerging Leader Program in 2018.
  • Received a Stars of the industry award from the Arizona Hotel Lodging Association.
  • Manager of the year award in 2012 with Loews Hotels.

Timeline

Director of Room Operations

The Ritz-Carlton, Charlotte
09.2018 - 05.2024

Director of Housekeeping

The Westin Hilton Head Island Resort And Spa
05.2016 - 09.2018

Director of Front Office

The Westin Hilton Head Island Resort And Spa
11.2014 - 05.2016

Front Office Manager

Loews Ventana Canyon Resort
10.2006 - 11.2014

Bachelor of Science - Political Science

University of Arizona

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Annie Mitchell