Hi, I’m
Samantha Kopf
Regional Operations Strategist
Phoenix,AZ
Summary
Multifaceted Operations Strategist and talented leader applying exceptional planning and problem-solving abilities within a high level of ambiguity. Results-driven and resilient in developing processes and increasing productivity. Bringing solid understanding of industry trends,excellent communication skills, talent for spotting areas in need of improvement and implementing changes with a strategic approach.
Overview
6
years of professional experience
Work History
QWICKPHOENIX, ARIZONA
REGIONAL OPERATIONS STRATEGIST
10.2021 - Current
Job overview
- Full ownership over 7 established markets (cities) while launching 4 new markets (cities) averaging GOV of 4 million monthly
- Ability to identify, analyze and draw conclusions from data that lives within Looker and our database via queries
- Use of Looker, SQL & Zapier to identify and improve efficiency while creatively launching new initiatives to drive/increase revenue
- As a project owner, I work cross functionally with Technology, Growth & Demand teams prior to implementation of resolution to farm for dissent
- Prioritize projects by presenting use cases and possible impact
- Enhance workflow and cross-departmental engagements
- Keep updated on industry and market trends to ensure Professional engagement within each market
THE ARIZONA BILTMORE, A WALDORF ASTORIAPHOENIX, ARIZONA
FRONT OFFICE MANAGER
03.2021 - 08.2021
Job overview
- Assisted with reopening the Arizona Biltmore after 13 months of closure
- Recruited, onboarded and trained 22 employees within 3 weeks prior to opening the resort
- Oversaw Front Office operations for a 707 room resort and 31 employees
- Strategized and implemented updated Front Office processes that enlined with new COVID protocol
- Continuously developed Front Office, Bell Services, Concierge and Personal Concierge team
- Set individualized goals for upsell revenue while providing consistent hands on coaching for sale tactics
- Tracked and ordered supplies via Birch Street
- Anticipated and handled any guest requests
- Resolved manager calls and complaints both in person and on the phone
MOUNTAIN GOLF RESORTMESA, ARIZONA
FRONT OFFICE MANAGER
08.2020 - 03.2021
Job overview
- Oversaw Front Office & Activity operations for a 152 room resort
- Improved guest check-in satisfaction by an average of 1.4 within 3 months by implementing individualized action plans for each Front Desk Agent
- Conducted weekly meetings with Revenue Management to ensure we are maximizing room occupancy (adjusting rates, opening lengths of stay, offering packages and etc)
- Tracked and discussed P&L statement
- Handled manager calls and complaints both in person and on the phone
- Oversaw and assisted 3 major enhancement projects to ensure low guest impact while maximizing occupancy (roofing, HVAC, & patio/decks)
HOTEL DEL CORONADOSAN DIEGO, CALIFORNIA
ROOMS CONTROL COORDINATOR
04.2019 - 02.2020
Job overview
- Balanced a room inventory of 679 rooms
- Managed the Rooms division budget month to month of approximately $450,000
- Consulted and collaborated on projects within 6 departments; Recreation, Front Office, Del Service, Guest Service, Guest Relations and Housekeeping
- Ensured daily that guest request are being fulfilled
- Provided hands-on assistance to multi-million dollar companies who have contracted rooms with us (send daily paperwork, adjust reservations or meeting spaces as the contact sees fit).
- Handled manager calls and complaints both in person and on the phone
- Tracked GSA’s upsell performance and provide training where needed
- Attended Front Office meetings in order to provide comprehensible minutes
DOUBLETREE BY HILTONSAN DIEGO, CALIFORNIA
GUEST SERVICE AGENT
10.2018 - 04.2019
Job overview
- Daily paperwork of a 300 room hotel
- Recorded guest comments and complaints
- Answered inquiries pertaining to hotel services, guest registration, and travel directions
- Maintained a professional relationship with visitors throughout their stay by phone and direct contact
- Analyzed information and evaluated results to choose the best solution and solve guest problems
Education
Columbus State
Associate of Arts from Hospitality Management
08.2016 - 05.2018
University Overview
- Completed degree in Hospitality Management (restaurant, hotel, sports and casino management)
- Cumulative GPA of 4.0
- Mu Alpha Theta Math Honor Society
- Phi Theta Kappa Honor Society
American International School of Guangzhou
High School Diploma
08.2013 - 06.2016
Skills
Google applications
undefinedTimeline
REGIONAL OPERATIONS STRATEGIST
QWICK
10.2021 - Current
FRONT OFFICE MANAGER
THE ARIZONA BILTMORE, A WALDORF ASTORIA
03.2021 - 08.2021
FRONT OFFICE MANAGER
MOUNTAIN GOLF RESORT
08.2020 - 03.2021
ROOMS CONTROL COORDINATOR
HOTEL DEL CORONADO
04.2019 - 02.2020
GUEST SERVICE AGENT
DOUBLETREE BY HILTON
10.2018 - 04.2019
Columbus State
Associate of Arts from Hospitality Management
08.2016 - 05.2018
American International School of Guangzhou
High School Diploma
08.2013 - 06.2016
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