Erika F. Perez-Decker
Falls Church,VA
Summary
Experienced professional with 20 years of diverse background in hotels, restaurants, inventory management, retail, and childcare. Known for fostering a positive and professional work atmosphere, exhibiting exceptional patience and reliability. Skilled in bilingual communication (Spanish and English), adept at general data entry, and proficient in Microsoft Word and Excel.
Overview
32
32
years of professional experience
Work History
Rooms Operation Manager
Falls Church Fairview Park Marriott
01.2023 - Current
- Applied professional expertise to lead changes or implement new process.
- 99 % Engagement Survey for Housekeeping Department 2023 and 2024 the highest score in the hotel history.
- Proud to maintain GSS Scores in Cleanliness above our goal of 74.7 for 2024. Actual score 76.
- Review Financial statement and other performance statement to measure productivity and goal achievements.
- Generate Scheduling needs based on weekly labor productivity.
- Transitioned from Innspector App to GXP inspection, review GXP templets to accommodate hotel needs.
Asst. Rooms Operation Manager
Falls Church Fairview Park Marriott
09.2021 - 01.2023
- Successfully transitioned from Tidy Service (32 Rms board) to a Standard Full Service (16 Rms board) looking for quality instead of quantity.
- Re-organized the Housekeepers floors section to have a smooth break of the house.
- Organized, printed and laminated IVR charts for the housekeepers to report issues in the rooms, to minimize the list of maintenance rooms.
- Lead the roll out of a new cleaning Program (Tidy Services, we were Pilot Hotel)
Asst. Rooms Operation Manager (Task Force)
Miami Airport Marriott
03.2021 - 09.2021
- An excellent opportunity to learn and manage a completely different work environment.
Asst. Rooms Operation Manager
Marriott Crystal Gateway
07.2019 - 03.2020
- Vast experience opening and closing hotel operation.
- Department personnel Scheduling.
- Orders and receives supplies to maintain adequate inventory levels.
- Enforce The hotel policies and procedures.
- Maintains high level of cleanliness in rooms and public areas.
Guest Service Representative (AYS)
Marriott Crystal Gateway
08.2017 - 07.2019
- Provide an excellent customer experience following and using our 'At Your Service' Procedures and guidelines delivering a great customer service from the reservation stage until the check-out process, always fulfilling our guests needs.
- Answer phone calls on a timely manner to provide a 'One Stop Shop' Experience for all customer requests such as Reservations, Credit Card Authorizations, Claims, Booking changes, Room Service, Etc.
- Achieved extensive experience using GXP Platform and PMS, optimizing the customer experience while are on the phone requesting services or making changes into their reservations.
- Establish a sense of empathy with our guests, translating their needs and requests into solutions that will deliver them a better experience.
Housekeeping Lead
Marriott Crystal Gateway
02.2016 - 08.2017
- Provide and ensure housekeeping quality control following appropriate housekeeping paperwork and procedures.
- Use checklists to ensure that cleanliness and condition of each assigned area meets high standards.
- Communicate with Housekeeping Team Members throughout the day to ensure that vacant and dirty rooms are cleaned on a timely manner.
- Provide assistance to coworkers and team members ensuring they understand their tasks.
- Serve as a departmental role model or mentor by working alongside employees to perform technical duties.
- Use proper equipment, wear appropriate personal protective clothing and employ correct lifting procedures as necessary to avoid any kind of risk or injury.
Housekeeping Attendant
Marriott Crystal Gateway
04.2015 - 02.2016
- Stock room attendant carts for cleaning duties.
- Clean and vacuum guest rooms, remove trash and dirty linens.
- Replenish guest supplies, towels, linens, etc.
- Deliver high quality service on designated rooms.
- Resolve guests request on a timely manner.
- Verify and inspect each room after the cleaning process to deliver an excellent impression to our actual and future guests.
- Reach daily target, completing assigned section on a timely manner.
Sales associate and Customer Service Desk
Marshall’s
10.2012 - 04.2015
- Advising and solving customer concerns and questions around 50-60 customers per shift.
- Managing sales, returns and exchanges helped me to be a multitask employee.
- Manage cash and credit card purchases being in charge of a register as a cashier.
- Handle telephone calls and answering customer questions.
Babysitter
Babysitter
08.2000 - 04.2015
- As a babysitter I was in charge of 2 young children with two different families Mukherjee-Eichelberg Family (Sep 2005 – Apr 2015) and Dodson Family (Aug 2000 – Sep 2005) taking care of them, supervising before, during and after school programs.
- Guided and tutoring in a wide range of subjects with school assignments and homework during their Pre-School, Elementary, Middle School and High School years.
- Provided academic support helping them doing research for the school and other activities that they were involved.
- We achieved numerous goals during this period like grades, projects and different activities.
- Responsible for the safety and over welfare for two young children.
- Used family vehicle to drop off and pick up children from school and other extracurricular activities.
Manager and Inventory Specialist
RGIS
04.2003 - 12.2011
- Coordinate and Supervise store inventories being in charge of supervisors up to 50+ auditors per store.
- Trained new supervisors and new employees, coaching them with the ACCURATE and TEAMWORK values.
- Conducted internal equipment inventories, tracking computers, lasers, printers, etc. solved missing equipment problems.
- Delegated and designed different strategies to finish an accurate and fast inventory depending on the quantity of auditors and abilities they had.
- Found, investigate and solve inaccurate counts or missing dollar amounts on different areas.
- Interact with store managers, general managers, district managers of different stores discussing about productivity of their inventories and results.
Head Teller
Mercantil - Santa Cruz Bank Cochabamba-Bolivia
02.1993 - 05.2000
- Head Teller assisting customers with financial transactions.
- Associate Teller advising customers about offers and promotions.
Education
Economics and Finance Degree -
San Simon University
11.1997
High School Diploma -
American Institute
11.1991
Skills
- Customer Service
- Communication
- Bilingual (Spanish and English)
- Team leadership
- Staff training and development
- Task delegation
- Goal setting
- Operations management
- Shift scheduling
- Budget control
Languages
Spanish
Native or Bilingual
English
Full Professional
Timeline
Rooms Operation Manager
Falls Church Fairview Park Marriott
01.2023 - Current
Asst. Rooms Operation Manager
Falls Church Fairview Park Marriott
09.2021 - 01.2023
Asst. Rooms Operation Manager (Task Force)
Miami Airport Marriott
03.2021 - 09.2021
Asst. Rooms Operation Manager
Marriott Crystal Gateway
07.2019 - 03.2020
Guest Service Representative (AYS)
Marriott Crystal Gateway
08.2017 - 07.2019
Housekeeping Lead
Marriott Crystal Gateway
02.2016 - 08.2017
Housekeeping Attendant
Marriott Crystal Gateway
04.2015 - 02.2016
Sales associate and Customer Service Desk
Marshall’s
10.2012 - 04.2015
Manager and Inventory Specialist
RGIS
04.2003 - 12.2011
Babysitter
Babysitter
08.2000 - 04.2015
Head Teller
Mercantil - Santa Cruz Bank Cochabamba-Bolivia
02.1993 - 05.2000
High School Diploma -
American Institute
Economics and Finance Degree -
San Simon University
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