Crowne Plaza Albany The Desmond Hotel

About The Hotel:

• Locally famous, premier family owned hotel for over 50 years recently renovated into an elite Crowne Plaza with IHG

• Full service convention hotel with 322 rooms, three ballrooms and two courtyards

• Airport Location

• An IHG Brand

• A common destination for celebrities seeking luxury travel or performing in the Capital Region of New York

• Tourist location during the Saratoga Horse Track Season

My Time At The Desmond

Crowne Plaza Albany The Desmond Hotel, a vital full-service hotel in the capital region, has been a significant part of my professional journey. My unique experiences at this establishment have allowed me to grow in my knowledge of leadership, operational management, and front office specialist. In just 8 months, I was promoted to a manager, which speaks volumes about the fast learning and superstar talent I possess.

At Crowne Plaza Albany The Desmond Hotel, I had the opportunity to hone my leadership skills, learn the intricacies of operational management, and specialize in front office operations. Through hands-on experience, I was able to grow and excel in my role within a relatively short period of time.

-Successfully and strategically scheduling over eight front desk agents, two supervisors, four night auditors, and three bellmen to accommodate at peak business seasons where we experience over 1,000 check-ins in a week.

-Implemented the idea of personalized guest messaging system to increase our guest satisfaction.

-Constantly finding ways to psychologically reward the efforts of staff to assure them they are doing the right thing to drive team performance.

-The basic use of data analysis in assessing reviews to share insights with the front office to better equip their knowledge and expectations of the guests.

-Installing new and vigorous training and mentorship, unleashing talented individuals to their potential.

-Insightful revelations on how to interact with guests and other colleagues to improve overall connections.