MACKENZIE BROADHURST
Venice,CA
Summary
Hospitality professional with keen eye for operational excellence and guest satisfaction. Proven ability to streamline front office processes and elevate customer service standards. Team-oriented with strong focus on collaboration and adaptability, ensuring seamless coordination and positive outcomes. Skilled in conflict resolution and staff supervision.
Overview
10
10
years of professional experience
Work History
ASSISTANT FRONT OFFICE MANAGER
The Pierside Santa Monica
09.2024 - Current
- Assisted in the recruitment process for front office staff, ensuring a strong team of well-trained employees.
- Balanced daily transactions, accurately maintaining financial records for the front office department.
- Organized weekly team meetings to address challenges, review progress, and set goals for continuous improvement.
- Managed room inventory to optimize revenue opportunities during high-demand periods.
- Collaborated with housekeeping and maintenance departments to ensure room availability and quality standards.
- Implemented new procedures for handling guest complaints, resulting in increased customer satisfaction ratings.
- Drafted employee work schedules to fill coverage gaps.
- Coordinated with sales and marketing teams to promote hotel services, special offers, and events to potential customers.
- Contributed towards achieving budgetary targets set by senior management through effective cost control measures.
GUEST EXPERIENCE SPECIALIST
Magic Castle Hotel
01.2024 - 09.2024
- Ensure that guests have a fantastic experience by going above and beyond to meet and exceed guest expectations.
- Maintained top-ten status on TripAdvisor for all hotels in Los Angeles, and top ten percent globally
- Ensure seamless operation of front desk activities including check ins, guest requests, concierge services, billing and extranet management.
OFFICE MANAGER
Casa Tua
06.2023 - 12.2023
- Proficiently managed and maintained a streamlined records system in an office environment for fine dining & members-only club.
- Balanced diverse requirements of ownership and external clients
- Revamped processes for office administration. Collected, processed, and filed a high volume of documents (invoices, HR, membership paperwork)
- Facilitated seamless interactions with vendors on behalf of Casa Tua, fostering a positive reputation and effective communication, negotiated with vendors, saving $23,000 in Q3 2023
- Thrived in a fast-paced setting, demonstrating adaptability and a keen awareness of the importance of maintaining confidentiality.
FRONT OFFICE MANAGER
Destination Residences
06.2022 - 06.2023
- Performed a comprehensive array of front-office responsibilities at one of Colorado’s foremost vacation havens, ensuring a memorable guest experience
- Conducted regular staff evaluations, providing constructive feedback and identifying opportunities for professional growth.
- Coached employees through day-to-day work and complex problems.
- Increased TripAdvisor status from 11th to 3rd in six months.
- Coordinated transportation logistics with bell and driver team, cut shuttle times by 15%
- Served as a central communication hub, facilitating coordination and synergy among all resort departments, enhancing overall operational cohesion.
- Displayed leadership skills supervising a team of 10 employees, overseeing scheduling, training, and fostering professional growth.
ASSISTANT FRONT OFFICE MANAGER (TASK FORCE-TEMPORARY)
Park Hyatt New York
09.2022 - 11.2022
- As part of Hyatt’s “Task Force” work exchange program, supervised and mentored front desk agents to ensure exceptional guest service.
- Conducted thorough inspections of guest rooms to maintain high cleanliness and quality standards.
- Assisted in seamless VIP check-ins and ensured VIP guests enjoyed exceptional stays.
- Contributed to the smooth operation of all front-office-related tasks and functions.
DISTRIBUTION SPECIALIST
SLANG Worldwide/Organa Brands
06.2020 - 06.2021
- Orchestrated distribution of products from production and storage facilities to retail locations across the state of Colorado.
- Diligently managed a comprehensive array of paperwork and payment processes, ensuring accurate records and facilitating efficient transactions.
- Engaged in sales support, fostering positive relationships with retail partners and increasing revenue on key accounts by up to 20%
ASSISTANT GENERAL MANAGER/INVENTORY MANAGER
Smokin Gun Apothecary
01.2015 - 02.2017
- Played a pivotal role in the success of a premier cannabis retail facility in Colorado as the Assistant General Manager and Inventory Manager.
- Expertly managed relationships with over 25 vendors, overseeing product procurement to ensure quality, compliance with state regulations, and alignment with market demand.
- Demonstrated keen market insight by evaluating the marketability of each product, contributing to an optimized product mix that resonated with customers.
- Oversaw a team of 20 individuals.
- Human resources responsibilities, including fostering a positive work environment, conducting training sessions, and addressing employee needs.
- Maintained understanding of state-imposed regulations, ensuring that the facility remained compliant at all times.
Education
Bachelor of Arts - Music
METROPOLITAN STATE UNIVERSITY
Denver, CO01.2016
Certificate - Graphic Design
SHILLINGTON COLLEGE
New York, NY01.2020
Skills
- Office Management
- Organizational Planning
- Strategic Implementation
- Coaching & Development
- Customer Relationship Management
- Microsoft Office
- Adobe Creative Suite
- Employee supervision
Timeline
ASSISTANT FRONT OFFICE MANAGER
The Pierside Santa Monica
09.2024 - Current
GUEST EXPERIENCE SPECIALIST
Magic Castle Hotel
01.2024 - 09.2024
OFFICE MANAGER
Casa Tua
06.2023 - 12.2023
ASSISTANT FRONT OFFICE MANAGER (TASK FORCE-TEMPORARY)
Park Hyatt New York
09.2022 - 11.2022
FRONT OFFICE MANAGER
Destination Residences
06.2022 - 06.2023
DISTRIBUTION SPECIALIST
SLANG Worldwide/Organa Brands
06.2020 - 06.2021
ASSISTANT GENERAL MANAGER/INVENTORY MANAGER
Smokin Gun Apothecary
01.2015 - 02.2017
Certificate - Graphic Design
SHILLINGTON COLLEGE
Bachelor of Arts - Music
METROPOLITAN STATE UNIVERSITY
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