Brittany Roys

Lead operations for a multi-unit lodging property, driving efficiency, team performance, and guest experience across all functions. Implement process improvements, optimize systems including Cloudbeds and Breezeway, and align staffing with demand to enhance operational consistency and financial performance. Partner with vendors and local businesses to elevate guest offerings while supporting revenue and marketing initiatives. Oversee budgeting, compliance, and facility management, ensuring high standards and seamless operations during both peak periods and unexpected challenges.

Managed group reservations and room block coordination, ensuring seamless execution through effective communication with sales, front desk, and operations teams. Served as a primary point of contact for group clients, handling inquiries, special requests, and billing concerns to maintain strong relationships and ensure a high-quality guest experience. Developed and implemented tracking processes to monitor room blocks, financial commitments, and billing accuracy, improving workflow efficiency and reducing discrepancies. Collaborated closely with the sales team to support contract execution, secure day-event bookings, and identify upselling opportunities to maximize revenue. Leveraged systems including Stayntouch PMS and Delphi to manage reservations, maintain data accuracy, and support overall booking performance.

Assisted in managing daily operations of a 144-room hotel, focusing on guest satisfaction, staff development, and operational efficiency. Collaborated with hotel management to implement strategies for improving service quality and guest experiences. Coordinated with housekeeping and maintenance teams to maintain high standards of cleanliness and address facility issues. Developed standard operating procedures (SOPs) to enhance departmental efficiency. Managed payroll for 80 employees, ensuring compliance with policies and legal requirements. Supported HR in maintaining employee records and facilitated team communication through regular meetings and updates.

Held progressive roles supporting both food & beverage and lodging operations within a high-volume, seasonal hospitality environment. Led hiring, onboarding, and payroll coordination for large teams (300+ employees), while maintaining compliance with company policies and regulatory standards. Managed guest service operations, resolving concerns and improving satisfaction through service and process enhancements. Collaborated cross-functionally with lodging, food & beverage, and accounting teams to improve operational efficiency and consistency. Supported financial reporting and identified process improvements to enhance both team performance and guest experience.