Summary
Overview
Work History
Education
Skills
References
Accomplishments
Awards
Languages
Timeline
Generic

EMILY NIEVES

Friendswood,USA

Summary

Customer Service Specialist with 8 years in hotel industry, skilled in engaging diverse clientele and collaborating across departments. Demonstrated success in increasing customer retention through exceptional service and support. Committed to enhancing guest satisfaction and driving revenue growth. Proficient in resource coordination to meet business and customer demands, with strong sales expertise and communication skills.

Overview

17
17
years of professional experience

Work History

General Manager

Home2Suites by Hilton Houston-Pearland
Pearland, TX
11.2020 - Current
  • Oversaw daily business operations to enhance efficiency and productivity.
  • Developed and executed growth strategies to increase revenue and market presence.
  • Responded to customer complaints, providing after-sales support as needed.
  • Established lasting client relationships through strategic planning of sales events.
  • Ensured successful execution of meetings to exceed organizational expectations.
  • Generated contracts, proposals, letters, and reports for client engagements.
  • Trained managers and staff to improve team performance and operational skills.
  • Created and managed budgets while evaluating financial data for informed decisions.

Assistant General Manager /Sales Coordinator

Hilton Garden Inn Houston/Clear Lake NASA
Webster, TX
12.2018 - 08.2019
  • Organized and executed sales events to foster lasting client relationships.
  • Generated contracts, proposals, letters, and reports for efficient client communication.
  • Ensured adequacy of sales-related equipment and materials for optimal operations.
  • Responded to customer complaints, providing after-sales support as necessary.
  • Exceeded expectations by ensuring proper execution of all meetings.
  • Filed important documents and communicated relevant information effectively.

Guest Services Supervisor

Hilton Garden Inn Houston/Clear Lake NASA
Webster, TX
02.2017 - 12.2018
  • Managed guest check-in and check-out procedures efficiently.
  • Delivered training for new hires and recurrent sessions to enhance compliance and productivity.
  • Checked event schedules to ensure thorough pre-planning and reduce potential issues.
  • Established policies for front desk operations and guest relations team to standardize service.
  • Developed training plans for employees, focusing on skill enhancement and operational effectiveness.
  • Conducted weekly inventory assessments of office and shop supplies to maintain stock levels.
  • Ordered necessary office materials and supplies for the HGI Shop to ensure availability.
  • Enforced lost and found procedures promptly upon discovery of missing items.

Guest Services Agent

Hilton Garden Inn Houston/Clear Lake NASA
Webster, TX
08.2016 - 02.2017
  • Performed balance procedures for hotel accounts, resolving discrepancies efficiently.
  • Maintained cleanliness and organization of lobby and front desk throughout shifts.
  • Documented wake-up requests and programmed automatic calls into system.
  • Managed late check-ins, directing guests to rooms and facilities promptly.
  • Reconciled cash drops and credit card transactions to identify auditing discrepancies.
  • Welcomed guests upon arrival, providing necessary assistance to enhance experience.
  • Anticipated guest needs by suggesting local venues and making reservations.
  • Communicated effectively with booking, housekeeping, and maintenance departments to address guest requests.

Food and Beverage Department Supervisor

Hilton Garden Inn Houston/Clear Lake NASA
Webster, TX
04.2015 - 02.2016
  • Led comprehensive business operations in hotel dining area, focusing on efficiency and quality.
  • Recruited and onboarded new employees, aligning staffing with operational needs.
  • Implemented training programs for staff development and service excellence.
  • Coordinated employee schedules to maximize service availability.
  • Evaluated employee performance regularly, providing constructive feedback.
  • Administered inventory control processes to prevent shortages.
  • Managed procurement of supplies through strategic order placements.

Waitress/Bartender

Hilton Garden Inn Houston/Clear Lake NASA
Webster, TX
10.2014 - 04.2015
  • Managed sections efficiently while welcoming guests and ensuring smooth operations.
  • Resolved customer complaints through effective communication and service recovery strategies.
  • Prepared alcoholic and non-alcoholic beverages for bar patrons in a timely manner.
  • Opened and closed bar tabs, transferring them seamlessly to the dining area.
  • Took orders from customers, serving snacks and drinks with attention to detail.
  • Assessed customer preferences to provide tailored recommendations and enhance experience.
  • Set up and dismantled bar after events, returning leftover items appropriately.

Social Worker Assistant

Centro Sor Isolina Ferre
Ponce, PR
05.2011 - 04.2014
  • Collaborated with licensed social workers, executing home assessments and wellness checks efficiently.
  • Planned special activities that enhanced resident morale and drove facility growth.
  • Coordinated with local businesses to elevate community events through active participation.
  • Facilitated access to essential community resources for clients' basic needs.
  • Supported clients and their groups, ensuring consistent assistance.

Catering Server

Cielito Sur Catering
Ponce, PR
10.2008 - 02.2011
  • Coordinated setup and teardown of catering services at banquet halls and client sites.
  • Prepared condiments and dispensers for efficient transport to various catering locations.
  • Managed restocking of drink stations, ensuring availability throughout events.
  • Assisted in serving multi-course dinners with pre-plated foods.
  • Maintained adherence to food safety standards consistently.
  • Supervised two to three employees each shift, ensuring smooth operations.

Education

Bachelor of Science - Criminology

Sistema Universitario Ana G Mendez - Universidad Del Turabo
Ponce, PR, US
01.2014

Social Science -

Universidad Catolica de Puerto Rico
Ponce, PR, USA
01.2009

High School Diploma -

Colegio Sagrado Corazon de Jesus
Ponce, PR, USA
01.2007

Skills

  • Customer service excellence
  • Compassionate demeanor
  • Microsoft Office proficiency
  • Interpersonal communication
  • Restaurant operations
  • Front office management
  • Night audit expertise
  • Problem-solving skills
  • Event coordination
  • Time management
  • Multitasking ability
  • Sales program training

References

  • Maylis, Vachette, General Manager, (281)557-3151, Hilton Garden Inn Houston/Clear Lake NASA
  • Noe, Valdez, F&B Manager/Assistant General Manager, (281)557-3143, Hilton Garden Inn Houston/Clear Lake NASA
  • Rosalia, Mirandes, Director of Social Development, (787) 842-0000, Centro Sor Isolina Ferre, Ponce, PR

Accomplishments

  • Customer Service
  • Researched, calmed and rapidly resolved client conflicts to prevent loss of key accounts and guests. Provide the best Guest Experience as possible.

Awards

Hilton Honors Enrollment Champion 2017

Languages

Spanish
Native/ Bilingual

Timeline

General Manager

Home2Suites by Hilton Houston-Pearland
11.2020 - Current

Assistant General Manager /Sales Coordinator

Hilton Garden Inn Houston/Clear Lake NASA
12.2018 - 08.2019

Guest Services Supervisor

Hilton Garden Inn Houston/Clear Lake NASA
02.2017 - 12.2018

Guest Services Agent

Hilton Garden Inn Houston/Clear Lake NASA
08.2016 - 02.2017

Food and Beverage Department Supervisor

Hilton Garden Inn Houston/Clear Lake NASA
04.2015 - 02.2016

Waitress/Bartender

Hilton Garden Inn Houston/Clear Lake NASA
10.2014 - 04.2015

Social Worker Assistant

Centro Sor Isolina Ferre
05.2011 - 04.2014

Catering Server

Cielito Sur Catering
10.2008 - 02.2011

Bachelor of Science - Criminology

Sistema Universitario Ana G Mendez - Universidad Del Turabo

Social Science -

Universidad Catolica de Puerto Rico

High School Diploma -

Colegio Sagrado Corazon de Jesus

Similar Profiles

CREATE PROFILE