Operations · Completed tenure · Aug 2023 – Aug 2026
Galt House Hotel Front-office command for Kentucky's largest hotel.
Front Desk Manager · 1,300+ rooms · Louisville, KY
Directed 24/7 front-office operations and four airline crew contracts (UPS, American, FedEx, Mesa), automating nightly audit, billing reconciliation and crew-manifest handling into scheduled, dashboard-driven outputs.
Run the operational command center for one of the most complex lodging environments in the region (airline crew contracts, revenue-critical billing, 24/7 front-office performance) and make it engineered, not just supervised.
- Onboarding time
- −40%
- Guest satisfaction
- +25%
- Multi-shift leadership
- Contract & SLA ops
- Audit & reconciliation
- Dashboards
What I built.
Nightly audit & billing reconciliation, automated.
Replaced repetitive checks with scheduled cross-checks and exception-only review, reducing error exposure on high-volume contract billing.
Crew-manifest intake, four airlines.
UPS, American, FedEx and Mesa: manifests, block management, rooming lists and SLA-driven turnaround through one predictable pipeline.
Dashboards instead of shift reports.
Performance dashboards and AI-assisted reporting for service quality, compliance and labour productivity.
Structured onboarding & service recovery.
Training and operational readiness standardised into onboarding programmes and service-recovery frameworks.
What changed.
- Faster new-hire onboarding
- 40%
- Guest satisfaction improvement
- 25%
- Airline crew contracts
- 4
- Rooms under front-office command
- 1,300+