Alissa Gonzalez-Rivera
Bronx,NY
Summary
Seasoned hospitality professional specializing in enhancing guest satisfaction through exceptional service and effective problem resolution. Bilingual in English and Spanish, skilled in managing reservations and addressing complaints to improve guest experiences. Experienced in front desk operations and hotel management, employing strong communication to resolve concerns and create a welcoming atmosphere. Proactive in identifying issues and optimizing processes to support team objectives.
Overview
7
7
years of professional experience
Work History
Assistant Front Office Manager
Motto by Hilton
New York, NY
09.2025 - Current
- Streamlined front desk operations, improving guest check-in and check-out experiences.
- Led initiatives that elevated guest satisfaction scores through targeted service enhancements.
- Implemented staff training programs to improve service quality and operational efficiency.
- Supervised overnight operations ensuring seamless workflow and adherence to safety protocols.
- Cultivated relationships with local vendors to optimize supply chain processes.
Front Desk Agent
Motto by Hilton
New York, NY
08.2023 - 09.2025
- Managed guest check-in and check-out processes efficiently, ensuring a seamless experience.
- Utilized reservation systems to process bookings, cancellations, and modifications accurately.
- Assisted guests with inquiries, delivering accurate information about hotel services and local attractions to enhance guest experience.
- Coordinated room assignments and special requests to enhance guest satisfaction during stays.
- Resolved guest complaints promptly, enhancing overall satisfaction through effective communication and problem-solving.
- Resolved guest complaints with effective problem-solving, improving overall guest experience.
- Managed daily tasks efficiently while prioritizing outstanding guest service through strong organizational skills.
Assistant Teacher
St. Elizabeth School
New York, NY
09.2021 - 06.2023
- Developed and executed lesson plans tailored to meet diverse student needs, fostering inclusive learning environment.
- Provided one-on-one and group-based learning support focused on student progress.
- Monitored student progress regularly and used assessments to adjust instructional strategies.
- Ensured a safe and supportive learning environment by enforcing classroom rules and addressing behavioral issues promptly.
- Cultivated positive classroom atmosphere, promoting student participation and building confidence.
- Integrated educational technology in classroom, enriching learning experience and facilitating student engagement.
- Attended professional development sessions to enhance teaching skills and techniques, contributing to overall instructional effectiveness.
Assistant Teacher
Yearling Nursey School
The Bronx, NY
09.2020 - 08.2021
- Supported lead teacher in creating engaging lesson plans tailored to diverse learning styles, enhancing student participation.
- Supported classroom management by fostering a positive and inclusive environment.
- Prepared instructional materials and resources to enhance student learning experiences.
- Partnered with teaching staff to implement effective educational strategies and best practices, improving overall classroom engagement.
- Monitored student progress and provided feedback to support individual growth.
- Coordinated classroom activities that fostered teamwork and collaboration among students, strengthening peer relationships.
Group Leader
Track Armoy
New York, NY
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.
- Demonstrated commitment to company mission by leading team efforts and consistently producing high-quality results.
- Participated in staff development meetings and workshops, integrating learned strategies into daily activities.
- Supported students with homework challenges, fostering positive study skills for improved academic performance.
- Used problem-solving and issue-resolution skills to
Education
Associate of Arts -
Borough of Manhattan Community College
New York, NYSkills
- Service management
- Customer service
- Analytical skills
- Complaint resolution
- Front office management
- Written communication
- Front office operations
- Bilingual proficiency
- Office organization
- Team building
- Operational leadership
- Problem-solving skills
- Staff training and development
- Scheduling
Timeline
Assistant Front Office Manager
Motto by Hilton
09.2025 - Current
Front Desk Agent
Motto by Hilton
08.2023 - 09.2025
Assistant Teacher
St. Elizabeth 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