SANDRA MELILLO

* Created specific and comprehensive new Standard Operating Procedures (SOPs) for the Hotel pre-opening.

* Designed anew training programs, checklists, cleaning scores and PM program for Housekeeping and Engineering team.

* Interviewed, selected, coached and trained new hires and current associates, ensuring they performed in accordance to the hotel guidelines.

* Assisted the General Manager in preparation of forecasts and reports as well as in the development, implementation and monitoring of the budget.

* Resolve costumers opportunities and anticipated potential issues by reviewing and monitoring operational reports, business flow, and associate performance.

Key Achievements:

* Successfully fully trained the entire housekeeping department on Luxury standards which increased our cleaning scores, allowing the hotel to be part of "Small Luxury Hotel of the Words".

* In charge of proper execution of department’s payroll, schedule, purchasing, re-ordering, maintaining housekeeping supplies and inventory.

* Monitored room cleanliness scores and developed improvement plans.

* Recruited, hired, trained, and provided career development for housekeeping staff

Key Achievements:

* Self-Inspector Program: Developed and Executed the self-inspector new program. The project consisted of training every room attendant to become a self-inspector. I designed written material which was given to every housekeeper who were individually trained on how to self-inspect a guest’s room. A total of 32 employees were fully trained in less than 1 month. With this program we speeded up the time of room inspections and consequentially payroll decreased.

MIT Program: Assistant Front Office Manager/MOD

» Trained the front office team on Opera PMS System

» Created training manual for new hires

» Generated SOPs for new procedures

MIT Program: Night Manager

» Ensured the accurate completion of daily night audits

» Set morning shift for success, blocking the house and ensuring all guests request are taking care of

» Prepared the “Daily Breeze” with all the important info for the day and present it to the GM

MIT Program Assistant Housekeeping Manager

» Coordinated and assigned duties for the housekeepers on the consign floors

» Daily supervision of the housekeeping staff, including training of work procedures

» Conducted inspection of rooms, including VIPs, offices and public areas

* Resolved issues to exceed guest satisfaction and ensure a complete service recovery.

* Collaborated with outside departments to coordinate VIP guests, arrange solutions and retain guest satisfaction.

* Directed, coached and supported the guest relation’s coordinators and lobby hostess of the hotel

* Inspect and set up arrival and occupied suites as per guest preferences * Decision Maker, overlooking housekeeping, engineering and guest services

* Train the new hires on Opera System and Butler’s daily tasks

* Carry out registration, cashiering and other administrative tasks

* Performed "Personal Check In" procedure ensuring full registration and full payment of the guest's room.

* In charge of the proper room allocation, VIP welcome pack setting, and payments for hotel reservations.

* Met and greeted guests coming to restaurant & banquets function, providing information and history of the only 7 Star Hotel of the World.

* Allocated rooms and ensured proper communication with the housekeeping department.

* Ensured guest satisfaction, monitored guests payments and prepared reports for GM.

* Arranged for transportation to and from airport, train station and events for visitors

* Facilitated visitor requests for dining and tourist attractions by researching various venues and locales