Azjah Baptist

• Oversaw the day-to-day operations of $2 million portfolio made up of luxury apartments and HOA condominium communities contracted for concierge and security services
• Acting as liaison between the company and clients to uphold contractual staffing agreement
• Managing 100+ concierge associates and security officers
• Reporting directly to Executive Director
• Provided ongoing training and support to field associates and Jr
• Operations manager
• Oversaw the hiring, onboarding, payroll and training of new and existing staff
• Developed and implemented site specific operational procedures and protocols to improve efficiency and productivity
• Coordinated and drafted invoice proposals for non-contractual short term front desk or security staffing request
• Responsible for financial management of portfolio including but not limited to budget allocation ensuring that every site remained within the budgetary parameters
• Ensured employees adhere to all policies and procedures, standard operating practices and mandated regulations and laws
• Processed and approved time off requests and PTO usage, while ensuring client sites maintained necessary coverage
• Reconciled all time card errors to ensure to accurate payroll submission
• Worked alongside Recruiting department to seek talent through online engines and referral programs
• Provided weekly status updates for all accounts and action plan to Executive Director and Regional VP.

• Analyze and Organize data through compiled excel reports for Chief Financial Officer
• Created reports and presentations to share critical findings
• Prepared documentation for new applicants applications with all necessary information for processing of funding approval
• Analyzed historical results, makes forecasts and recommendations, and generates Excel models
• Evaluated historical and current financial data to update the programs financial budget week-to-week
• Writing data-backed reports to support the management team in making strategic business decisions
• Established benchmarks for financial processes
• Identified critical information, eliminate extraneous information.

· Supervises and manages the part-time team and full-time members, ensuring that policies and procedures are implemented properly and followed. Worked directly with the Regional Manager and on-site Management Team to plan and execute property front desk expectations.

· Motivates Concierge Team to exceed guest and client expectations.

Trains and coaches Concierge team on policies, procedures, programs, and standards of excellence

· Create and manage the monthly concierge schedule and help ensure that timecards are accurate for payroll.

· Lead, motivate, coach, and develop the Concierge team to provide outstanding customer service.

· Delegate responsibilities, schedule team members, and monitor their performance.

· Maintain a positive and professional team atmosphere.

· Handle disciplinary matters according to HR policies and procedures.

· Project Management

· Collaborate with the team to identify and implement quality improvements.

· Initiate and oversee new projects and initiatives related to concierge services.

· Build and maintain positive relationships with clients and internal stakeholders.

· Address client or resident concerns promptly and professionally.

· Communicate "need to know" information from the corporate office to the team.

· Foster meaningful relationships through informed conversations with employees and guests via in-person interactions, phone calls, and emails.

· Develop and implement Standard Operating Procedures (SOPs) to ensure consistent service delivery.

· Train team members on SOPs and ensure compliance.

· Regularly review and update SOPs to meet evolving needs.

· Deliver and provide new hire and ongoing training to employees

· Assist with event setup and breakdown.

• Provided first-line customer service for prospective and current residents, as well as property guests
• Lead tours of property, showing vacant units while marketing property amenities
• Tracked and followed up with all referrals, walk-ins, and phone inquiries
• Developed and maintains reference book detailing property’s unique features, amenities, size, vacancies, rental rates, and current leasing promotions
• Assisted with developing and coordinating leasing events and resident promotional activities
• Prepared and completed leasing checklist and package which includes all required forms, deposits, schedules, and information
• Created social media marketing content and postings to generate traffic
• Collected rental deposits and rent
• Utilized maintenance software program to enter in and track work orders
• Created and maintains new resident files
• Prepare move-in packets and information
• Inspected apartments for move-in/out condition and turnover status
• Coordinated with maintenance department and contractors to address issues when needed
• Prepared and distributed required reports, monthly newsletters, tenant correspondence, etc
• Worked with management to develop and implement residential programming, including special events and ongoing instructional and recreational activities
• Assisted Property Manager with annual recertification of residents
• Ordered office supplies and welcome gifts for new residents
• Assisted with the development and implementation of resident services programming
• Provided information about leasing, re-leasing, lease cancellation, and other occupancy issues to prospects and tenants
• Answered and assisted with account questions from residents
• Issued receipts for the lease reservation and application fees for new residents
• Entered all new resident information into spreadsheets and databases as required.

• Oversaw the operations of 2 locations, 40+ team members and 6-7 shift managers
• Reporting directly to District Manager
• Responsible for overall operations of store including but not limited to managing P&L, COGS, forecasting projected sales weekly and demands for peak seasons
• Responsible for hiring and retaining staff, recruiting, hiring and training all restaurant staff, including managers
• Provided ongoing training and support to all store level associates
• Oversaw the hiring, onboarding, payroll and training of new and existing staff
• Responsible for instore new product roll out and marketing including team training to learn about new items and or products
• Oversaw inventory management, including ordering and stock control, to optimize efficiency and minimize waste to effectively and keep the restaurant profitable
• Led team by providing ongoing training, coaching, and support to foster a positive work environment
• Developed and implemented operational strategies to drive sales and achieve business goals
• Collaborated with HR department to ensure adherence to company policies and procedures
• Scheduling employees to ensure shifts have proper coverage
• Handling customer complaints and consistently checking guest service metrics
• Streamlined restaurant processes to improve the guest experience while analyzing financial reports to forecast sales and COGs
• Enforced food handling regulations and other guidelines to increase guest safety while maintaining all food handlers certifications
• Built relationships with schools/neighboring businesses and hosting nonprofit events promoting the restaurant and finding ways to bring in more customers.

• Provided first-line customer service for all who enter restaurant
• Provided accurate wait times and monitor waiting lists
• Answer any and all initial questions about menu
• Managed reservations
• Coordinate with wait staff about available seating options
• Escort customers to assigned dining or bar areas
• Provide menus and announce Waiter/Waitress’s name
• Coordinate with wait staff about available seating options
• Maintain a clean reception area
• Cater to guests who require extra attention (e.g
• Children, elderly)
• Answer incoming calls and address customers’ queries over the phone
• Assist wait staff as needed with serving food and cleaning/resetting tables.