Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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Erica Rodriguez

Bronx,NY

Summary

Dedicated Hospitality Professional offering more than 15 years in the industry. Adept at balancing multiple tasks and priorities seamlessly while delivering the highest level of customer service.

Overview

17
17
years of professional experience

Work History

Housekeeping Manager

Bowery Hotel
02.2022 - Current
  • Communicated repair needs to maintenance staff.
  • Assigned housekeeping staff to specific shifts and room blocks based on abilities and daily requirements.
  • Worked with front desk to respond promptly to all guest requests.
  • Drove improvements to workflow and room turnover with hands-on, proactive management style.
  • Managed team productivity and workflow to exceed quality standards.
  • Directed staff of 40, including Supervisors, Houseman and Housekeepers. Within a busy hotel with 135 guest rooms and 5 tenant apartments.
  • Effectively communicated with all departments within the hotel to maintain a cohesive relationship.

Assistant Front Office Manager

The Bowery Hotel
06.2019 - 02.2022
  • Trained new-hires on Hotel procedures to better service customers.
  • Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
  • Greeted and assisted guests by gathering information pertaining to reservations or requests.
  • Actively listened to customers' requests, confirming full understanding before addressing concerns.
  • Provided exceptional service and assistance to guests upon check-in.
  • Supervised team of 4 front desk agents and helped to resolve issues arising during shifts.

Head Guest Service Agent/Concierge

The Bowery Hotel
06.2015 - 06.2019
  • Greet and welcome all visitors entering the hotel 
  • Check guest in, ensuring proper credit is received, special requests are noted / fulfilled and accurate information is established.
  • Communicate with all departments regarding in house VIP's and any special needs.
  • Maintain an up to date working knowledge of all hotel amenities as well as any special events.
  • Train Incoming Guest Service Agents
  • Light Reservations duties 
  • Heavy Concierge duties

Office Manager/Reservationist/Innkeeper

Akwaaba Bed & Breakfast Inns
03.2006 - 01.2015
  • Conducted all tours for potential events (weddings, book signings, etc).
  • Increased event revenue by 80%
  •  Conducted all tours for potential overnight guests Increased room revenue by 50%
  •  Event coordination and set-up 
  • Reservationist for Akwaaba's 3 other Bed & Breakfasts 
  • Personal Assistant to CEO 
  • Scheduled staff and maintenance workers as needed 
  • Processed guest payments for room charges and events 
  • Monitored room availability using RezOvation software 
  • Liaison between innkeepers at other locations and CEO.

Education

Associate of Arts - Travel & Hospitality

Wood Tobe Coburn School
New York, NY
2005

Skills

  • Exceptional Customer Service
  • Quick Learner
  • Self-Starter
  • Typing (62 WPM)
  • Strong Verbal Communication
  • Skilled in Opera Software
  • Skilled in RezOvation Innkeeper Software
  • Skilled in Hot SoS Hotel Operations
  • Skilled in Canary Technologies
  • Skilled in Go-Concierge
  • Skilled in Alice Software

Accomplishments

  • Successfully and solely took reservations for three bed and breakfast inns with a combined room count of 25 rooms.
  • Managed a bed and breakfast while also serving as the innkeeper, reservationist and event coordinator.
  • Garnered a number 1 rating out of 50 on Tripadvisor.com.
  • Maintained a five star rating on TripAdvisor for 7 years.

Timeline

Housekeeping Manager

Bowery Hotel
02.2022 - Current

Assistant Front Office Manager

The Bowery Hotel
06.2019 - 02.2022

Head Guest Service Agent/Concierge

The Bowery Hotel
06.2015 - 06.2019

Office Manager/Reservationist/Innkeeper

Akwaaba Bed & Breakfast Inns
03.2006 - 01.2015

Associate of Arts - Travel & Hospitality

Wood Tobe Coburn School

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Erica Rodriguez