Sarah McPherson
Orlando,Florida
Summary
Focused professional knowledgeable about devising innovative solutions to diverse business concerns and goals. Strategic and forward-thinking leader with self-motivated and tactical mindset. Excellent relationship-building and critical thinking skills with determined and decisive nature.
Overview
8
8
years of professional experience
Work History
Director of Housekeeping
Universal's Endless Summer Resort – Dockside Inn And Suites
09.2022 - Current
- Lead team of 320 team members, including Assistant Director and 8 Housekeeping Managers
- Reduced overtime by 58% year over year, approximately 18.5k hours, through retraining and recertification of room attendants and consistent accountability practices
- Reduced turnover by 32% year over year by limiting number of team members onboarded weekly, and prioritizing 30/60/90-day check ins with team member and star trainers
- Achieved team member experience score of 74% through a continued focus on team member engagement, and fostering an environment of education and accommodation
- Achieved a Housekeeping shop score of 90.10% in 2023
- Implemented supervisor development program to promote a culture of continuous learning, and build bench strength for future campus growth
- Manage ordering, labor, and financials closely to manage to business levels and achieve financial results.
Interim Complex Director of Rooms
Universal's Endless Summer Resort
10.2022 - 01.2023
- Created monthly and weekly forecast to be used as forecasting and scheduling tool for all hotel departments
- Oversaw daily operations for Housekeeping, Front Office, and Luggage services across Endless Summer Resort
- Monitored and managed labor Housekeeping, Front Office, and Luggage services, including forecasting and scheduling, across Endless Summer Resort
Director of Housekeeping
Universal's Endless Summer Resort – Surfside Inn and Suites
06.2021 - 09.2022
- Lead team of 120 team members, including Assistant Director and 3 Housekeeping Managers
- Effectively reopened hotel to full operating capacity, and rehired a full team after a 5-month temporary suspension of operations
- Managed labor effectively to reduce labor costs by 10% in 2021
- Achieved PulseCheck score of 4.6, performing above the company average
- Maintained high level of morale through engaging pre-shift meetings and monthly department activities.
Front Office Manager
Hard Rock Hotel Orlando
06.2019 - 06.2021
- Effectively reduced costs and compensation during return from TSO, and achieved lowest adjustment percentage in recent years of .055% of revenue in July 2020
- Partner with Universal Orlando Revenue Management team upon return from TSO to maximize occupancy and revenues, and achieved occupancy of 59.61% in 2020, and 63.66% YTD for 2021
- Achieved 0% turnover after return from temporary suspension of operations through December 2020 by effectively caring for team members and creating a positive work environment
- Achieved Pulse check score of 4.6 with 100% participation in 2020
- Successfully rolled out mobile check in April 2021
- Achieved 97.1% for Front Office Labor in 2019
- Achieved MyVoice survey score of 91% in second survey of 2019 after transitioning to department mid-year
- Assisted in the growth and development of team members, aiding in the promotion of 8 team members and leaders
- Maintained 8.3 for efficiency of check in process and 9.2 for friendliness of staff in Medallia YTD for 2021 by strategically and effectively utilizing labor and staffing
- Managed Bell Services prior to temporary suspension of operations, consisting of 20 team members.
Housekeeping Manager
Hard Rock Hotel Orlando
05.2018 - 06.2019
VIP Manager
Hard Rock Hotel Orlando
05.2016 - 05.2018
Assistant Front Office Manager
Hard Rock Hotel Orlando
10.2015 - 05.2016
Education
Hospitality And Event Management
Rosen College of Hospitality Management, University of Central Florida
Skills
- Process Improvement
- Performance Improvements
- Quality improvements
- Fiscal Management
Timeline
Interim Complex Director of Rooms
Universal's Endless Summer Resort
10.2022 - 01.2023
Director of Housekeeping
Universal's Endless Summer Resort – Dockside Inn And Suites
09.2022 - Current
Director of Housekeeping
Universal's Endless Summer Resort – Surfside Inn and Suites
06.2021 - 09.2022
Front Office Manager
Hard Rock Hotel Orlando
06.2019 - 06.2021
Housekeeping Manager
Hard Rock Hotel Orlando
05.2018 - 06.2019
VIP Manager
Hard Rock Hotel Orlando
05.2016 - 05.2018
Assistant Front Office Manager
Hard Rock Hotel Orlando
10.2015 - 05.2016
Hospitality And Event Management
Rosen College of Hospitality Management, University of Central Florida
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