Ashley Lucena
Staten Island,NY
Overview
11
11
years of professional experience
Work History
Conference Services Manager
James NoMad New York
New York, NY
11.2021 - 11.2023
- Organized and coordinated all aspects for groups, including registration, hotel room accommodations, amenities, and daily changes
- Maintained contact with clients throughout the planning process to keep them informed of progress and changes in plans
- Resolved any issues that arose during the course of the group's stay
- Collaborated closely with other departments such as operations and food & beverage to ensure all logistics were fulfilled
- Arranged amenities for VVIP's and group contacts, ensured influential guests were allocated in spacious room assignments
- Flagged group reservations for special requests/preferences
- Prepared group resumes and reviewed with the necessary departments
- Reconciled group folios and provided the group contact with the final invoice
- Assisted the Finance Department with commission accrual reports for month end
- Supplied Accounting with the preliminary documentation for commissions and tracked all commissions
Executive Housekeeping Manager
Hilton Hotel
Brooklyn, New York
11.2018 - 12.2019
- Opened the house utilizing Hilton OnQ software solutions
- Appointed the room attendants with their boards that contained their room assignments
- Listened to voicemails daily and addressed any outstanding matters
- Evaluated guest rooms for cleanliness, required brand standards, and maintenance issues
- Managed the room attendants and ensured they had all the necessary resources to deliver operations-wise
- Shipped all lost and found items and followed up accordingly
- Worked closely with the front desk managers to resolve any housekeeping-related concerns
- Created schedules for staff to ensure adequate coverage at all times
Assistant Front Office Manager
Refinery Hotel
New York, NY
08.2018 - 11.2018
- Acted as lobby ambassador: escorted guests to the venue of their choice and formed perpetual connections
- Followed up on credit limit issues that emerged and ensured it was resolved on a daily basis
- Looked into posting master accounts and updated accordingly
- Orchestrated staff meetings to maintain open communication and quickly address concerns
- Monitored front desk staff performance, ensuring adherence to company standards
- Investigated customer complaints and took corrective action when necessary
- Reviewed the checklists associated with each shift and corresponding paperwork
- Processed bank counts and made certain all funds were counted respectively
Guest Service Coordinator
Refinery Hotel
New York, NY
10.2016 - 07.2018
- Prioritized and organized tasks to efficiently accomplish service goals
- Reviewed all arrivals for the following day and managed all requests
- Surveyed client profiles to provide optimal customer service
- Maintained rooming lists, corporate accounts, and high-end clientele portfolios
- Assigned all guest's rooms based on their inclinations
- Assembled a specialized amenity tailored to the guest's preferences
- Distributed amenities regularly
Executive Assistant Manager
Refinery Hotel
New York, NY
05.2016 - 10.2016
- Monitored emails, voicemails and incoming mail on behalf of executive staff members
- Prepared complimentary room nights and gift cards for incoming guests
- Kept the General Manager advised on all relevant issues
- Operated review sites, such as TripAdvisor, for the property
Guest Service Agent
Refinery Hotel
New York, NY
04.2013 - 05.2016
- Disclosed details about hotel facilities, standard operational hours, and points of interest around the vicinity
- Provided information regarding room availability and rates to potential customers
- Responded to guests, including email, telephone and in-person inquiries
- Performed check-in, check-out procedures for arriving, departing guests in opera according to established standards
- Handled payment processing and provided customers with receipts and proper bills and change
- Developed lasting relationships with guests that built loyalty and drove hotel revenue
Education
BS in Business, Human Resources Management -
College of Staten Island
01.2023
Skills
- Experienced in Opera, OnQ, and Microsoft Excel
- Excellent customer service, telephone, and coordination skills
- Detail Oriented and efficient at multitasking
- Eloquent communication skills
Languages
Spanish
Professional
References
References available upon request.
Timeline
Conference Services Manager
James NoMad New York
11.2021 - 11.2023
Executive Housekeeping Manager
Hilton Hotel
11.2018 - 12.2019
Assistant Front Office Manager
Refinery Hotel
08.2018 - 11.2018
Guest Service Coordinator
Refinery Hotel
10.2016 - 07.2018
Executive Assistant Manager
Refinery Hotel
05.2016 - 10.2016
Guest Service Agent
Refinery Hotel
04.2013 - 05.2016
BS in Business, Human Resources Management -
College of Staten Island