JENNIFER CALLE
Summary
As an experienced hospitality professional with an extensive background in fast-paced customer service environments, I am dedicated to driving company success while advancing my own career goals. I actively seek new challenges, take on additional responsibilities, and consistently ensure customer satisfaction while promoting teamwork. While I’m on track to complete my Bachelor's in Business by 2027, I remain committed to balancing both full-time and part-time roles.
Overview
8
8
years of professional experience
Work History
Front Office Operations Manager
New York Hilton Midtown
New York, NY
09.2023 - Current
- Monitored scheduling & ensuring on duty staffing levels are met with hotel occupancy levels.
- Orchestrated staff pre-shifts daily to maintain open communication and an efficient pass-on.
- Provided administrative support to staff & taking ownership of any additional tasks during high-volume periods.
- Onboarded new employees on hotel expectations by reviewing telephone etiquette, customer service techniques and computer applications including OnQ & Excel training.
- Managed Sell Outs by analyzing room occupancy levels, revenue performance and other related metrics.
- Addressed guest complaints and concerns, ensuring prompt resolution and overall satisfaction.
- Assisted as the acting Task Force MOD at the DoubleTree Philadelphia Center City.
Front Office Operations Manager
NoMo SoHo
New York, NY
01.2023 - 09.2023
- Supervised various union departments during each shift.
- Handled routing, deposits, billing adjustments, and audit reports.
- Managed staff scheduling, training, and inventory control.
- Enhanced guest service through staff guidance, feedback, and one-on-one coaching.
- Created Standard Operating Procedures (SOPs) to document workplace processes and increase productivity.
Guest Relations Manager
NoMo SoHo
New York, New York
07.2022 - 01.2023
- Oversaw reservations to manage incoming guests and special events.
- Prioritized guest concerns and complaints promptly.
- Prioritized VIP guests, ensuring a memorable stay and positive feedback.
- Implemented an in-house “Trip Advisor” review program to enhance property performance.
- Assigned responsibilities, conducted inspections, and swiftly addressed housekeeping needs.
- Introduced effective response handling strategies to ensure optimal customer satisfaction.
Guest Service Agent
Courtyard by Marriott Midtown East
New York, New York
12.2021 - 08.2022
- Assisted guests with check-ins, account inquiries, and any additional service requests.
- Generated daily reports outlining guest numbers and related accounting expenses.
- Reconciled hotel accounts at the end of each shift.
- Arranged for tours and expeditions, setting accommodations, transportation, equipment and medical personnel availability.
Waitress
Times Square Applebees
New York, New York
06.2021 - 12.2021
- Managed a high volume of customers consistently.
- Processed payments and food orders.
- Completed additional housekeeping tasks during and after shifts.
- Utilized my interpersonal skills to build rapport with guests, establishing trust and sparking interest in our products and promotions.
Shift Leader
Boston Market
Queens, NY
08.2017 - 05.2021
- Monitored employee performance to ensure compliance with company policies and procedures.
- Maintained an organized work environment by delegating tasks to staff as needed.
- Facilitated training sessions for new employees on company policies and procedures.
- Scheduled team members for shifts based on business needs and customer demand.
- Inspected food preparation areas to ensure proper sanitation standards were met at all times.
Volunteer
The American Museum of Natural History
New York, NY
09.2018 - 02.2020
- Greeted customers and addressed inquiries about the exhibit.
- Maintained the exhibit’s organization, cleanliness, and overall upkeep.
- Worked for extended periods in high-temperature conditions.
Education
Bachelor of Business - Business
St. John's University
Jamaica, NY12-2027
High School Diploma -
HIGH SCHOOL OF ART AND DESIGN
New York, NY06.2019
Some College (No Degree) - NYU Pre-College
New York University
New York, NYSkills
- Skilled in FOSSE, Opera, Micros, OnQ, Synergy, Nor 1, and Microsoft Excel, PowerPoint, and Word
- Fluent in Spanish
- Experience in Overnight/Night Auditing
- Strong abilities in analysis, organization, and communication
- Proficient in upsell auditing, system/shift training, and orientation
- Experienced in Financial Reporting, Performance Evaluation and Counseling
- Adobe Photoshop Certified
Timeline
Front Office Operations Manager
New York Hilton Midtown
09.2023 - Current
Front Office Operations Manager
NoMo SoHo
01.2023 - 09.2023
Guest Relations Manager
NoMo SoHo
07.2022 - 01.2023
Guest Service Agent
Courtyard by Marriott Midtown East
12.2021 - 08.2022
Waitress
Times Square Applebees
06.2021 - 12.2021
Volunteer
The American Museum of Natural History
09.2018 - 02.2020
Shift Leader
Boston Market
08.2017 - 05.2021
Bachelor of Business - Business
St. John's University
High School Diploma -
HIGH SCHOOL OF ART AND DESIGN
Some College (No Degree) - NYU Pre-College
New York University
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