Ashley Diaz
North Bergen,NJ
Summary
Dynamic hospitality leader with 8+ years of progressive experience in luxury hotel operations, specializing in front office, guest relations, and VIP services. Expertise in SOP and system implementation, brand integration, and team development. Proven success in pre-opening leadership, brand transition, guest complaint resolution, union relations, and data-driven operational improvement.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Guest Relations Manager – Director-Level Responsibilities
Hyatt Regency JFK at Resorts World NYC
12.2022 - Current
- Operate with Director-level authority, reporting directly to VP of Hotel Operations.
- World of Hyatt Specialist, attending all corporate meetings and training courses to maintain expertise on brand standards and loyalty programs.
- Manage escalated VIP and casino guest complaints, ensuring immediate resolution and loyalty retention.
- Oversee guest relations across all platforms — in-person, phone, email, loyalty programs, and digital channels.
- Run Medallia reports to analyze guest feedback, identify areas for improvement, and investigate issues with relevant departments.
- Train Call Center and VIP teams on Opera and Hyatt systems, enforcing operational consistency and brand standards.
- Supervise staff performance, implement coaching, and maintain adherence to Hyatt policies and SOPs.
- Collaborate with housekeeping and other departments to optimize guest services and operational efficiency.
- Provide data-driven operational reports to senior leadership for strategic decision-making.
Front Office Manager – Director-Level Responsibilities
Hyatt Regency JFK at Resorts World NYC
04.2022 - 12.2022
- Promoted from Floor Manager to Front Office Manager with Director-level responsibilities, reporting to VP of Hotel Operations.
- Oversaw full front office operations, including check-in/out, bell desk, reservations, and guest services.
- Managed scheduling, staffing, budgets, labor planning, and guest room inventory to optimize efficiency and service.
- Handled Union meetings, ensuring compliance and addressing employee concerns.
- Implemented SOPs, workflows, and staff training on Hyatt standards, systems (Opera, HotSOS), and guest recovery techniques.
- Maintained documentation of operations, incidents, and employee performance.
- Produced operational reports for VP of Hotel Operations to inform strategic decisions.
Front Office Floor Manager
Hyatt Regency JFK at Resorts World NYC
05.2021 - 04.2022
- Managed day-to-day front office operations, supervising 30+ staff and ensuring Hyatt service standards were consistently met.
- Served as Floor Manager during pre-opening, leading SOP development and system implementation.
- Integrated Hyatt Brand Standards across all operations and trained staff on Opera and Colleague Advantage systems.
- Mentored staff, providing coaching and performance feedback to improve service quality and team morale.
Guest Relations Manager / Interim Director of Front Office
Parker New York
04.2019 - 05.2021
- Promoted from Assistant Front Office Manager to Guest Relations Manager.
- Served as Interim Director of Front Office from Oct 2020 to May 2021.
- Collaborated with outside departments to coordinate solutions and retain guest satisfaction.
- Motivated and rewarded employees to improve engagement.
- Coached and developed associates to improve soft skills and recovery techniques.
- Greeted and assisted guests by gathering information pertaining to reservations or requests.
- Created monthly reports to determine the efficiency levels of guest requests made through HotSOS.
Assistant Front Office Manager
Parker New York
01.2018 - 04.2019
- Supported front office operations, ensuring efficient guest check-in/out, reservations, and concierge services.
- Trained and coached staff on Hyatt/Leading Hotels standards and operational procedures.
- Assisted in implementing SOPs, workflows, and documentation to maintain operational consistency.
- Collaborated with other departments to ensure seamless guest experiences and resolve issues promptly.
Assistant Front Office Manager
InterContinental New York Barclay Hotel
05.2016 - 01.2017
- Supported front office operations, staff training, and administrative procedures in a high-volume luxury property.
Assistant Housekeeping Manager
Le Parker Meridien
06.2015 - 05.2016
- Managed daily housekeeping operations for 700+ rooms, ensuring brand compliance.
- Supervised and trained staff to exceed service quality standards.
Education
Bachelor of Science - Hospitality Administration & Management
Fairleigh Dickinson University
Teaneck, NJAffiliations
World of Hyatt Specialist
Certification
Revenue Management 360- ECornell
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Guest Relations Manager – Director-Level Responsibilities
Hyatt Regency JFK at Resorts World NYC
12.2022 - Current
Front Office Manager – Director-Level Responsibilities
Hyatt Regency JFK at Resorts World NYC
04.2022 - 12.2022
Front Office Floor Manager
Hyatt Regency JFK at Resorts World NYC
05.2021 - 04.2022
Guest Relations Manager / Interim Director of Front Office
Parker New York
04.2019 - 05.2021
Assistant Front Office Manager
Parker New York
01.2018 - 04.2019
Assistant Front Office Manager
InterContinental New York Barclay Hotel
05.2016 - 01.2017
Assistant Housekeeping Manager
Le Parker Meridien
06.2015 - 05.2016
Bachelor of Science - Hospitality Administration & Management
Fairleigh Dickinson University
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