EROS ANDELIZ
New York
Summary
Dynamic hospitality executive with over 20 years of leadership experience in New York City's luxury hotel market, specializing in guest experience, pre-opening operations, and team development. Proven track record of achieving Forbes Five-Star ratings and significantly enhancing guest satisfaction demonstrates a commitment to excellence. Recognized industry leader with international concierge credentials (Les Clefs d’Or USA), adept at delivering strategic insights and effective solutions that drive business growth. Expertise in problem-solving and client relationship management has led to enhanced operational efficiency across multiple projects.
Overview
20
20
years of professional experience
Work History
OPERATION CONSULTANT (TEMPORARY ASSIGNMENT)
AMAN NEW YORK
01.2025 - 01.2025
- Advised executive leadership on operational workflows and guest service enhancements.
- Streamlined standard operating procedures for concierge teams and front office.
- Guided staff on best practices in luxury service delivery and guest journey personalization.
DIRECTOR OF FRONT OFFICE OPERATIONS
BACCARAT HOTEL NEW YORK
01.2022 - 01.2024
- Exceeded guest satisfaction benchmarks, surpassing Forbes standards in 90% of evaluations.
- Implemented operational efficiencies improving guest check-in flow and wait times.
- Partnered with Housekeeping & Maintenance to improve interdepartmental efficiency.
DIRECTOR OF GUEST EXPERIENCE & CONCIERGE SERVICES
BACCARAT HOTEL NEW YORK
01.2019 - 01.2022
- Developed and implemented VIP Guest Experience program recognized by Forbes inspectors.
- Led concierge & guest experience managers to elevate operational workflows and guest responsiveness.
- Delivered bespoke itineraries for high-profile guests with 98% positive survey feedback.
CHEF CONCIERGE
BACCARAT HOTEL NEW YORK
01.2014 - 01.2019
- Directed concierge team to deliver highly personalized luxury services.
- Instrumental in securing the hotel’s 2018 Forbes Five-Star Award.
- Strengthened elite client relations through curated experiences.
CHEF CONCIERGE
THE CHATWAL, A LUXURY COLLECTION HOTEL
01.2014 - 01.2014
- Curated high-touch guest experiences in a boutique luxury setting.
CONCIERGE
THE PIERRE, A TAJ HOTEL
01.2011 - 01.2014
- Built strong guest relationships through personalized services and itineraries.
CONCIERGE
W TIMES SQUARE & WESTIN TIMES SQUARE
01.2005 - 01.2010
- Delivered luxury guest services, strengthening guest loyalty and satisfaction.
Education
Bachelor of Business Administration -
Borough of Manhattan Community College (CUNY)
New York, NY01.2008
Associate of Arts (A.A.) - Business Administration
Professional Business College
New York, NY01.1999
Skills
- Front of house management
- Pre-opening hotel management
- VIP guest relations
- Guest experience enhancement
- Concierge services expertise
- Stakeholder management
- Problem-solving
- Team leadership & development
- Customer relationship management
LANGUAGES
English - Fluent
Spanish - Conversational
Portuguese - Beginner
Timeline
OPERATION CONSULTANT (TEMPORARY ASSIGNMENT)
AMAN NEW YORK
01.2025 - 01.2025
DIRECTOR OF FRONT OFFICE OPERATIONS
BACCARAT HOTEL NEW YORK
01.2022 - 01.2024
DIRECTOR OF GUEST EXPERIENCE & CONCIERGE SERVICES
BACCARAT HOTEL NEW YORK
01.2019 - 01.2022
CHEF CONCIERGE
BACCARAT HOTEL NEW YORK
01.2014 - 01.2019
CHEF CONCIERGE
THE CHATWAL, A LUXURY COLLECTION HOTEL
01.2014 - 01.2014
CONCIERGE
THE PIERRE, A TAJ HOTEL
01.2011 - 01.2014
CONCIERGE
W TIMES SQUARE & WESTIN TIMES SQUARE
01.2005 - 01.2010
Associate of Arts (A.A.) - Business Administration
Professional Business College
Bachelor of Business Administration -
Borough of Manhattan Community College (CUNY)
HONORS AND AWARDS
Forbes Five-Star recognition contributor, Baccarat Hotel New York | Big Apple Stars Award, Best Full-Time Concierge winner, Hotel Association of NYC (2012) | Silver Plume Award Nominee, Concierge of the Year (2012 & 2013) | Luxury Collection Service Culture Champion | Starwood Hotels (2014 - 2016) | Panelist & Media Features, Meet the Concierge Seminars, MVP/NY Features (2010-2012)