SUMMARY:

• Oversee property management, tenant/guest relations, and quality assurance for high - end, luxury commercial, residential, and hospitality real estate.
• Customer-focused with unparalleled emphasis on ensuring top-notch accommodations for diverse long- and short-term uses.
• Lead marketing efforts to promote properties and drive high levels of occupancy to achieve profit and income goals.
• Establish and implement quality standards aligned with corporate objectives and regulatory requirements; facilitate for staff and vendors.
• Conduct scheduled and unscheduled inspections to ensure alignment with expectations.

CORE COMPETENCIES INCLUDE:

• Property Management Operations
• Residential & Commercial Rentals
• Hospitality Accommodations
• Budget Preparation/Administration
• Vendor Negotiation/Contracting
• Quality Assurance Program Development
• Staff/Vendor/Supplier
• Internal Quality Audits & Inspections
• Tenant/Guest Relations & Satisfaction
• Effective Problem Resolution

TECHNICAL SKILLS:

Technical Skills: Windows, Mac OS X, Salesforce.com, Microsoft Office, VoIP, Network Cabling

PROFESSIONAL EXPERIENCE:

Confidential, Rockville, MD

OPERATIONS AND QUALITY ASSURANCE SPECIALIST

Responsibilities:

• Hold responsibility for developing and executing quality assurance functions and accommodation delivery operations to ensure optimal hospitality experiences for global business and leisure clients.
• Cultivate relationships with vendors for a range of services, including HVAC, energy/utilities, plumbing, etc.; handle sourcing, price & SLA negotiation, and onboarding.
• Oversee customer service, arrivals/departures, response to requests, and problem resolution to deliver world-class experience and drive repeat business.
• Interface regularly with sales team to ensure alignment with guest experience goals.
• Facilitate regular meetings with direct and in-direct reports.
• Conduct regular inspections and observe quality and service in practice.
• Assist with audits, checklists, and other practices.
• Create and manage calendar.
• Spearheaded implementation of multiple service and quality programs specific to staff, vendor, and supplier requirements; evaluate effectiveness to identify and close gaps.
• Continually evaluate market trends, identify opportunities for improvement, recommend innovative tactics to increase market penetration, and lead cross-functional initiatives.
• Collaborate with Asset Manager and Director of Sales on strategic planning and budget forecasting; prepare and review financial reports.

Confidential, Brooklyn, NY

FACILITIES OFFICER/IT SUPPORT

Responsibilities:

• Provided support for IT operations and facility sales efforts to maintain high occupancy rates, ensure customer satisfaction, and provide state-of-the-art technical services.
• Led prospecting efforts, conducted tenant tours, and managed leasing, rent collection, and other matters.
• Recruited and trained new staff.
• Coordinated on-site satellite building repairs to minimize downtime and streamline workflow.
• Audited security program and installed IP cameras across multiple platforms to maintain facility and tenant safety.
• Wrote and published monthly newsletter to share best practices and updates on daily operations.
• Orchestrated three Dumbo-area co-working space sales resulting in 600+ annual rentals.
• Decreased costs by partnering with third-party vendor to procure cost-effective office and construction products.
• Established network capabilities, including punching, running, installing, and testing CAT 5E cables across multi-story commercial buildings.

Confidential, Brooklyn, NY

PROPERTY MANAGER/ACCOUNT MANAGER

Responsibilities:

• Handled all aspects of property and account management for high-end rentals to exceed occupancy targets and customer expectations.
• Built relationships with clients and managed lifecycle rental projects from inception through delivery, including inquiry response, event coordination, and on-site support for feature film productions, festivals, block parties, pop-up shops, weddings, and private outings.
• Liaised with construction team and contractors to implement maintenance, repairs, and improvements.
• Worked closely with feature film producers to ensure event space met production quality requirements.
• Interfaced with outside coordinators, vendors, and caterers to achieve 100% event customer satisfaction.

Confidential, Potomac, MD

REPAIR TECHNICIAN/OFFICE MANAGER

Responsibilities:

• Oversaw day-to-day IT support for entire DC metropolitan area, ensuring timely resolution of issues.
• Tracked trouble tickets from initial customer contact through close-out; scheduled and dispatched 10-20 technicians to perform on-site repairs.
• Led planning and execution of special projects through emergency resolution.
• Increased revenue by upselling services and offering free initial estimates.
• Boosted operational efficiencies through prompt diagnosing and repair of PC and Mac systems with zero downtime; contributed to improved customer satisfaction ratings.

Confidential, Myersville, MD

EMPLOYEE RELATIONS MANAGER/LABORER

Responsibilities:

• Monitored compliance with federal and state regulations to proactively identify and mitigate risks.
• Administered benefits programs, tracked enrollment levels, and managed confidential employee records.
• Addressed and resolved various personnel and management inquiries; supported new hire activities.
• Advised senior managers on appropriate disciplinary or corrective actions.