ALEXIS PINO
Norwalk,CT
Summary
Seasoned Operations Manager and talented leader with 10+ years of experience front office, operations, sales, and housekeeping in top-tier NYC hotels—including Local 6 union properties. Known for leading with integrity, creativity, and efficiency to deliver seamless guest experiences and operational excellence. Results-driven and resilient in developing teams while improving processes and increasing productivity. Bringing solid understanding of industry trends, excellent communication skills, talent for spotting areas in need of improvement and implementing changes with strategic approach.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Operations Manager
THE RENWICK HOTEL
08.2025 - Current
- - Oversee day-to-day hotel operations for a 173-room boutique property, ensuring alignment with brand standards and guest satisfaction metrics.
- - Partner with Local 6 union staff to uphold collective bargaining agreements and maintain a positive, productive workplace culture.
- - Lead housekeeping, front office, and maintenance teams, implementing process improvements that enhance productivity and guest service scores.
- - Collaborate with revenue management and sales teams to optimize occupancy and group bookings, balancing profitability with guest experience.
- - Support departmental budgeting, payroll, and scheduling to control labor costs and drive operational efficiency.
Sales Coordinator
HILTON GARDEN INN LONG ISLAND CITY
11.2022 - 08.2025
- - Managed group and event bookings for a 220-room property with 1,200 sq. ft. ft. Of event space, specializing in SMERF market segments (10–25 rooms peak).
- - Prepared BEOs and group resumes, coordinating cross-departmental meetings to ensure flawless execution.
- - Drove lead responses via CVENT, WeddingWire, and Meeting Booker, achieving consistent sales growth.
- - Supported accounting functions, including nightly audits, billing accuracy, and master account reconciliation.
- - Championed service recovery initiatives that elevated guest satisfaction and loyalty scores.
- - Recognized as Employee of the Month (2023, 2024) for operational excellence and team collaboration.
Night Auditor
HILTON GARDEN INN LONG ISLAND CITY
11.2021 - 11.2022
- Managed nightly financial audits, ensuring accuracy in revenue reporting and cash handling.
- Coordinated front desk operations, providing exceptional guest service and resolving issues efficiently.
- Oversaw daily reconciliation of accounts, identifying discrepancies and implementing corrective measures.
- Trained and mentored new staff on auditing procedures and customer service best practices.
Guest Service Agent
HOLIDAY INN EXPRESS
11.2018 - 03.2020
- - Delivered personalized guest service in a fast-paced financial district hotel.
- - Handled check-ins, billing, and guest inquiries while maintaining brand service standards.
Guest Service Agent
THE MODERNE HOTEL
10.2016 - 11.2018
- - Supported front office operations in a Local 6 union environment, ensuring compliance with labor standards and fostering strong departmental teamwork.
- - Assisted with housekeeping coordination, guest requests, and daily room inspections.
Guest Service Agent
THE AMERITANIA AT TIMES SQUARE
09.2014 - 11.2016
- - Delivered efficient front desk and concierge services in a high-volume Local 6 union property.
- - Coordinated with housekeeping and maintenance to manage guest satisfaction in a 223-room property.
Education
Bachelor of Science - Psychology
TOURO COLLEGE
NEW YORK, NY01.2018
Skills
- Skilled in Opera PMS and reporting tools
- Operational management
- Guest satisfaction
- Hilton PEP
- Delphi
- CVENT
- Infor HMS
- Microsoft Office Suite
- Documentation & Reporting
- Billing & Revenue Management
- Team Leadership
- Union Labor Relations
- Event Coordination
- Calendar Management
- Problem Solving
- Customer Service
- Communication
- Sales
- Process improvement
Certification
- NYC Food Handler’s License – 2021
- CPR Certified – 2025
- Employee of the Month – 2023, 2024
Timeline
Operations Manager
THE RENWICK HOTEL
08.2025 - Current
Sales Coordinator
HILTON GARDEN INN LONG ISLAND CITY
11.2022 - 08.2025
Night Auditor
HILTON GARDEN INN LONG ISLAND CITY
11.2021 - 11.2022
Guest Service Agent
HOLIDAY INN EXPRESS
11.2018 - 03.2020
Guest Service Agent
THE MODERNE HOTEL
10.2016 - 11.2018
Guest Service Agent
THE AMERITANIA AT TIMES SQUARE
09.2014 - 11.2016
Bachelor of Science - Psychology
TOURO COLLEGE