Alissa Gonzalez-Rivera
New York
Summary
Accomplished hospitality professional with a proven track record of enhancing guest satisfaction through exceptional customer service and adept problem-solving skills. Bilingual in English and Spanish, proficient in managing reservations and resolving complaints to significantly elevate the overall guest experience. Experienced in front desk operations and hotel management, leveraging strong communication abilities to promptly address guest concerns while fostering a welcoming environment. Recognized for a proactive approach to identifying issues, optimizing processes, and supporting team objectives, along with expertise in staff training and conflict resolution strategies.
Overview
7
7
years of professional experience
Work History
Hotel Manager
Motto by Hilton
09.2025 - Current
- Streamlined front desk operations to enhance guest check-in and check-out experiences.
- Implemented staff training programs to improve service quality and operational efficiency.
- Developed and maintained relationships with local vendors to optimize supply chain processes.
- Led initiatives to elevate guest satisfaction scores through targeted service enhancements.
- Supervised overnight operations ensuring seamless workflow and adherence to safety protocols.
Front Desk Agent
Motto by Hilton
08.2023 - 09.2025
- Managed guest check-in and check-out processes efficiently, ensuring a seamless experience.
- Assisted guests with inquiries, providing accurate information about hotel services and local attractions.
- Coordinated room assignments and special requests to enhance guest satisfaction during stays.
- Utilized reservation systems to process bookings, cancellations, and modifications accurately.
- Resolved guest complaints promptly, improving overall satisfaction through effective communication and problem-solving skills.
- Utilized strong organizational skills to manage daily tasks efficiently while maintaining focus on delivering outstanding guest service experiences.
- Resolved guest complaints with effective problem-solving, improving overall guest experience.
Assistant Teacher
St. Elizbeth School
09.2021 - 06.2023
- Participated in professional development sessions to improve teaching skills and techniques.
- Ensured a safe and supportive learning environment by enforcing classroom rules and addressing behavioral issues promptly.
- Provided one-on-one and group-based learning support focused on student progress.
- Monitored student progress regularly, using assessments to adjust instructional strategies as needed for optimal learning outcomes.
- Supported use of educational technology in classroom, enhancing learning experience.
- Fostered positive and supportive classroom atmosphere, encouraging student participation and confidence.
- Developed and executed lesson plans tailored to meet diverse student needs, fostering inclusive learning environment.
Assistant Teacher
Yearling Nursey School
09.2020 - 08.2021
- Assisted lead teacher in developing engaging lesson plans for diverse learning styles.
- Supported classroom management by fostering a positive and inclusive environment.
- Prepared instructional materials and resources to enhance student learning experiences.
- Collaborated with teaching staff to implement educational strategies and best practices.
- Monitored student progress and provided feedback to support individual growth.
- Helped organize classroom activities that promoted teamwork and collaboration among students.
Group Leader
Track Armoy
10.2019 - 03.2020
- Led team in executing project goals and ensuring alignment with organizational objectives.
- Developed training programs to enhance team performance and operational efficiency.
- Led by example, demonstrating commitment to the company''s mission and consistently delivering high-quality work.
- Attended staff development meetings and workshops and applied information from those events into daily activities.
- Assisted students with homework issues and helped to incorporate positive study skills.
- Used problem-solving and issue-resolution skills to promptly and successfully address production problems.
Education
Associate of Arts -
Borough of Manhattan Community College
New York, NYSkills
- Customer service
- Guest services
- Problem-solving skills
- Oral and written communications
- Office organization
- Problem-solving
- Fluent in English and Spanish
- Team building
- Hospitality services
- Guest services management
- Guest complaint resolution
Timeline
Hotel Manager
Motto by Hilton
09.2025 - Current
Front Desk Agent
Motto by Hilton
08.2023 - 09.2025
Assistant Teacher
St. Elizbeth School
09.2021 - 06.2023
Assistant Teacher
Yearling Nursey School
09.2020 - 08.2021
Group Leader
Track Armoy
10.2019 - 03.2020
Associate of Arts -
Borough of Manhattan Community College