Nisrine Samlaoui

• Provide operational leadership across three resort properties, supporting Front Office, Housekeeping, and Food & Beverage operations.
• Serve as Resort Operations Learning Ambassador, driving training initiatives, leadership development, and operational consistency across departments.
• Lead teams to exceed guest satisfaction, brand compliance, and financial performance targets through hands-on coaching and accountability.
• Oversee room renovation projects, coordinating operational logistics, vendor timelines, guest communication strategies, and service recovery to protect the guest experience.
• Partner with Finance to analyze P&L statements, labor productivity, and service KPIs, optimizing resource allocation and profitability.
• Conduct quality audits and service evaluations to identify improvement opportunities and improve service delivery.

• Directed Front Office and Guest Services at a flagship AAA Four Diamond luxury waterfront property, selected to roll out and pilot new brand initiatives.
• Provided strategic leadership for Front Desk, Guest Services, PBX, and Reservations, overseeing recruiting, onboarding, training, performance evaluations, and separation of employment in a union environment.
• Scheduled and managed labor in compliance with union agreements while aligning staffing levels with forecasted occupancy and business needs.
• Maintained exceptional service standards while contributing directly to profitability, guest satisfaction, and brand compliance.
• Developed short- and long-term financial and operational plans aligned with overall hotel objectives.
• Managed departmental payroll and supported expense control initiatives across operations.
• Oversaw reservation strategy to maximize occupancy, ADR, and upsell performance through targeted coaching and suggestive selling.
• Managed guest recovery efforts, ensuring timely resolution of escalated concerns and continuous service improvement.
• Partnered closely with Housekeeping, F&B, Engineering, Sales, and Revenue Management to drive operational alignment.

Key Results & Impact

• Increased Guest Satisfaction Scores by 13% and improved Net Promoter Score (NPS) by 8% through service optimization and employee development.
• Drove 10% upsell revenue growth, leading the #1 upsell team company-wide through operational initiatives and coaching.
• Reduced operational costs by 10%, generating approximately $90,000 in annual savings through labor optimization and expense controls.
• Decreased average check-in wait times by 12%, improving arrival experience and front desk efficiency.
• Achieved 96% team engagement survey score with 100% participation, reflecting strong leadership, communication, and team culture.
• Led the training and development of three high potential associates, all of whom advanced into supervisory and management roles.

• Managed large unionized Front Office teams (50+ associates), ensuring staffing levels aligned with occupancy forecasts and service standards.
• Led daily front office operations, including Bell/Door Staff, Guest Services, and PBX, aligning with expectations for guest arrival/departure procedures.
• Implemented incentive programs and streamlined check-in/out processes to improve throughput and guest satisfaction.
• Led guest recovery efforts and collaborated with Sales, Revenue Management, and Housekeeping to resolve service issues and protect revenue.
• Ensured compliance with SOPs/LSOPs, performance standards, and disciplinary procedures.

• Delivered high-volume guest service, supported transactions, and assisted with team training and development.