Matthew J. Fritch

• Military SPoC HS, Amazon and Concord Law School -Led teams of up to 45 personnel, supervising daily performance as well as training and improvement
• Engaged analytical subject matter experts outside project teams to drive troubleshooting of critical process-related deviations and enhance process improvements.
• Bluejacketeer -Leveraged data and analytics to make informed decisions and drive business improvements.
• Problem solving interdepartmentally (Marketing, OE and PM team)
• Assisted senior leadership in managing all aspects of operations.
• Team organization with constant learning and training to remain competitive
• Evaluated employee performance and conveyed constructive feedback to improve skills.
• Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
• Established performance goals for employees and provided feedback on methods for reaching those milestones.
• Set aggressive targets for employees to drive company success and strengthen motivation.

• Impeccable communication skills to advise and consult prospects through enrollment processes
• Start Captain
• Mentor for new hires
• SRM Power User

Front Desk Lead/Operations Coordinator

• Trained junior team members in customer service strategies and property policies.
• Set and managed policies for concierge services and guest relations.
• Monitored team performance to confirm customer service standards were consistently met.
• Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.