Galt House Hotel
Front-office command for Kentucky's largest hotel.
Front Desk Manager · 1,300+ rooms · Louisville, KY
// Stack
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.
// The brief
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.
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.
Faster new-hire onboarding
Guest satisfaction improvement
Airline crew contracts
Rooms under front-office command
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