Angela Cooper

About Angela Cooper

With over 20 years of management experience in the hospitality industry, I am passionate about delivering exceptional service and creating memorable experiences for every guest. As the Director of Front Office Operations and Chef Concierge at the InterContinental Seattle Bellevue, I was a pivotal member of the pre-opening team, overseeing the operational planning and team recruitment for the concierge, butler, and customer service departments. As a proud member of Les Clefs d\'Or USA, I leverage my extensive knowledge and network to provide personalized and tailored solutions for leisure and corporate travelers. I have a keen eye for detail, a proactive approach, and a collaborative mindset, which enable me to research, arrange, and problem-solve any requests or surprises along the way. I also enjoy working with IT program designers, revenue analysts, and event planners to enhance the systems, reports, and events that support our guests\' satisfaction and loyalty.

Experience

1. Director of Front Office Operations

   Intercontinental Seattle Bellevue

   Oct 2024 — Present · Bellevue, WA, US

   As a key member of the opening leadership team at the InterContinental Seattle Bellevue, I contributed to establishing the foundation for a world-class hospitality experience during the hotel’s pre-opening phase and assumed leadership of Front Office Operations shortly after opening. In my role as Director of Front Office Operations, I lead the day-to-day execution and strategic refinement of the front office, concierge, and guest services experience, driving service consistency, operational excellence, and measurable improvements in guest satisfaction and brand reputation.• Recruit, train, and develop front office leadership and hourly teams, fostering a culture of accountability, engagement, and luxury service excellence.• Improved Guest Service scores from the low 80s to the mid-90s in under one year through targeted service coaching, enhanced service recovery practices, and consistent leadership presence.• Strengthened online social reputation management performance, improving the reputation score from 4.0 to 3.0, reflecting increased positive sentiment, stronger engagement, and reduced reputational risk.• Vetted and implemented a comprehensive concierge and guest engagement platform that integrates seamlessly across departments, enabling real-time communication and a more cohesive guest experience.• Designed and curated bespoke guest experiences and local partnerships that reinforce brand differentiation and encourage repeat visitation.• Collaborate closely with Food & Beverage, PR & Marketing, Housekeeping, Revenue Management, Residential/HOA, and Executive Leadership to refine SOPs, service workflows, and cross-functional efficiencies.• Oversee daily front office operations including arrivals, departures, VIP handling, service recovery, and guest feedback management, consistently meeting and exceeding brand standards.

Education

• Cornell University

  Project Management Certificate

• The International School of Hospitality (TISOH)

  Art of Concierge & Leadership in Hospitality & Supervision

  2007 — 2008

• Saint Louis University-Madrid

  Exchange Program, European Studies/Civilization

  2001 — 2001

• William Woods University

  Bachelor of Science - BS, Mass Communication/Media Studies

  1999 — 2004

• William Woods University

  Bachelor of Science - BS, Computer and Information Sciences, General

  1999 — 2004

Skills

• Customer Service
• Training
• Customer Satisfaction
• Pre-Opening
• Marketing
• Marketing Strategy
• Event Planning
• Guest Service Management
• Revenue Analysis
• Property Management Systems
• Banquets
• Hospitality Industry
• Banquet Operations
• Vip
• Hotels
• Budgeting
• Sales
• Process Scheduler
• Hospitality
• Event Management
• Restaurant Management
• Catering
• Concierge Services
• Fine Dining
• Front Office
• Management
• Team Building
• Resorts
• Tourism
• Casino Management
• Hotel Management
• Casino
• Public Relations
• Rooms Division
• Social Media
• Restaurants
• Leadership
• Budgets
• Convention Services
• Menu Development