Gema Ferrara
Bronx,NY
Summary
Knowledgeable operational manager with solid foundation in optimizing operational processes and driving efficiency improvements. Proven track record of managing cross-functional teams to achieve project milestones and streamline workflows. Demonstrated proficiency in strategic planning and problem-solving, ensuring continuous improvement and operational excellence
Overview
13
13
years of professional experience
1
1
Certification
Work History
Operations Manager
Holiday Inn Express Long Island City -E
04.2024 - Current
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
- Developed and maintained relationships with external vendors and suppliers example: staples advantage, HD supply, sterling supply, spectrum
- Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Oversaw facility maintenance, ensuring optimal functionality of equipment and infrastructure at all times.
- Facilitated smooth collaboration between departments through clear communication channels.
- Achieved higher employee retention rates by fostering a positive work environment and providing opportunities for professional growth.
- Identified and resolved unauthorized, unsafe, or ineffective practices.
- Developed strong relationships with vendors, resulting in better pricing and improved service quality.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Scheduled employees for shifts, taking into the number of arrivals and departures and employee strengths.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
Veterinary Office Manager
Bronx Veterinary Center
09.2023 - 03.2024
- Promoted a positive work environment by addressing employee concerns promptly and fostering open communication among team members.
- Simplified billing procedures for greater accuracy and faster payment processing timeframes.
- Ensured compliance with all state regulations regarding veterinary practices through diligent record-keeping and ongoing staff education initiatives.
- Established protocols for handling emergency cases efficiently, minimizing wait times for urgent care patients.
- Managed physician calendar, including scheduling patient appointments and procedures
- Arranged external consultations for additional animal care as necessary
- Greeted pet owners and went over available services, outlined costs and determined special needs of animals under care
- Enhanced communication between veterinarians and clients, ensuring thorough follow-up on patient care.
- Coordinated marketing efforts to increase visibility within the community through social media campaigns and local events participation.
Operations Manager
DoubleTree Times Square West
07.2023 - 09.2023
- Provided operational expertise in the areas of front office and housekeeping department
- Developed and implemented checklists for room attendants, housekeeping coordinators, housekeeping supervisors and housemen in both English and Spanish
- Developed and implemented an action plan for Front Desk and housekeeping
- Handled all guests requests and issues in a prompted and courteous manner while communicating and coordinating with other dependent departments associated
- Assisted with the oversight of the group arrival/departures including blocking, pre-key, satellite check-ins as requested by the Sales department
- Was in charge of making sure digital keys were functioning and troubleshooted software if any problems occurred
FRONT OFFICE MANAGER
Holiday Inn Express Midtown West
12.2022 - 07.2023
- Promote correct procedures for accounting, credit control, and handling of financial transactions
- Communicate verbally and in writing to provide clear direction to staff
- Train and develop associates and supervisor to reach company goals
- Resolved conflicts between guests or staff members professionally
- Developed and implemented procedures for guest check-in and check-out process
- Ensure guest satisfaction by providing efficient service and resolving complaints
- Analyze customer feedback data to identify areas of improvement
- Currently working on implementing many more standard operation procedures according to brand standard
FRONT OFFICE MANAGER
Holiday Inn Express Midtown West
11.2021 - 12.2022
- Worked in matrix management environment with oversight of division level managers, operations, sales, finance, human resources, safety and compliance
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications and missed deadlines
- Identified and resolved any authorized, unsafe or ineffective practices
- Scheduled and managed front desk staff
- Billed and invoiced guests and FIT partners
- Oversaw operations including contacting vendors, checking rooms, emails, guest reviews and issues
- Logged and maintained inventory of front desk and market supplies
- Maintained confidentiality of hotel staff and guests information
OPERATIONS MANAGER
Comfort Inn Midtown West
12.2018 - 07.2020
- Responsible for day to day operations
- Monitored accounts receivable, payable, direct billing and credit card disputes
- Prepared, monitored and follow up with all tax-exempt reservations on daily basis
- Supervised housekeeping team to include efficient staffing, team member development, training, performance management and policy enforcement
- Performed room inspections for all 98 rooms, including vacant ready, vacant clean and occupied rooms daily to ensure Choice standards are met or exceeded at all times
- Responsible for inputting all FIT reservations and issuing stop sell dates to assist with inventory control
ASSISTANT GUEST SERVICE MANAGER
Holiday Inn Lower East Side
08.2016 - 12.2018
- Ensured efficient guest registration, check out and telephone service
- Observed front desk agents and ensured that established procedures were completed in accordance with policy and procedure, i.e., proper public relations techniques are utilized, guests are handled both courteously and professionally, proper identification and credit are established and all posting, cash transactions, account settlements and deposits are handled correctly
- Supervised 8 Front Desk staff members: performance evaluations, training, and development
- Scheduled staff according to labor standards and forecasted occupancy
- Ensured that employees are at all times, attentive, friendly, helpful and courteous to all guests, managers and other employees
- Supported and initiated superior employee relations through development of action plans, one-on-one coaching/counseling sessions and continuous recognition of employee performance
- Assisted Rooms Director to plan and execute all activities for smooth functioning of Front Office department
- Successfully passed all requirements of quality assurance audit
FRONT DESK SUPERVISOR
Holiday Inn Laguardia Airport
05.2014 - 10.2015
- Conducted payroll and scheduling weekly for all 10 members of Front Desk team
- Assisted guests and fellow associates to resolve any issues promptly
- Operated department within budgeted guideline and processed front office orders
- Reviewed guest arrivals and departures and ensured that all guest requirements and needs were fulfilled in order to create memorable and unique experiences
- Maximized hotel revenue by monitoring hotel room inventory and upselling all 218 rooms
- Trained and developed 6 new associates
FRONT DESK AGENT/NIGHT AUDITOR
Holiday Inn Laguardia Airport
09.2012 - 05.2014
- Prepared, organized, secured and maintained all confidential files and audit records through Opera system
- Reconciled all daily accounting data, both manual and computerized
- Checked in guests in high volume, fast paced environment ensuring requests were met and accurate billing
- Ensured high level of product knowledge of hotel, including but not limited to, directions, hotel services, hotel events and local and community events and attractions
- Answered multiple phone lines and transferred to appropriate department or guest
- Communicated with housekeeping staff in regards to late check outs, stay overs, appearance of rooms, and concerns
Education
BBA -
Berkeley College
New York, NY01-2012
Skills
- Analytical problem-solving
- Effective team leadership
- Operational efficiency management
- Customer relations
- Efficiency improvement strategies
- Employee relations and conflict resolution
- Staff training
- Staff management
- Management
- Operations oversight
- Policies and procedures implementation
- Performance monitoring
Certification
- FSLD license
Languages
Spanish
Native or Bilingual
Timeline
Operations Manager
Holiday Inn Express Long Island City -E
04.2024 - Current
Veterinary Office Manager
Bronx Veterinary Center
09.2023 - 03.2024
Operations Manager
DoubleTree Times Square West
07.2023 - 09.2023
FRONT OFFICE MANAGER
Holiday Inn Express Midtown West
12.2022 - 07.2023
FRONT OFFICE MANAGER
Holiday Inn Express Midtown West
11.2021 - 12.2022
OPERATIONS MANAGER
Comfort Inn Midtown West
12.2018 - 07.2020
ASSISTANT GUEST SERVICE MANAGER
Holiday Inn Lower East Side
08.2016 - 12.2018
FRONT DESK SUPERVISOR
Holiday Inn Laguardia Airport
05.2014 - 10.2015
FRONT DESK AGENT/NIGHT AUDITOR
Holiday Inn Laguardia Airport
09.2012 - 05.2014
BBA -
Berkeley College
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