Jennifer Cipriano
Bronx
Summary
Accomplished Director of Rooms at Wylder Windham Resort, recognized for enhancing guest experience and driving a 10% boost in satisfaction ratings. Expertise in financial budgeting and leadership development, complemented by fluency in Spanish. Distinguished for exceptional organizational skills and effective time management, with a strong focus on operational excellence and strategic initiatives. Adept at operations management, customer service, and staff training to foster high productivity and superior service delivery.
Overview
8
8
years of professional experience
Work History
Director of Rooms
Wylder Windham Resort
Catskills
05.2022 - 03.2025
- Oversee all aspects of room operations, including housekeeping, front office, and guest services for a 110-room property.
- Implement strategic initiatives to enhance guest satisfaction, leading to a 10% increase in positive guest feedback.
- Develop and manage departmental budgets, achieving a 10% reduction in operational costs through efficient resource allocation.
- Collaborate with other departments to ensure seamless operations and exceptional guest experiences.
- Lead, mentor, and develop a team of 10 or more employees, fostering a culture of excellence and teamwork.
- Introduce new training programs that improve staff productivity and service quality.
- Assist in events during weddings and corporate retreats to ensure that events run smoothly.
Director of Housekeeping (Resort pre-opening)
Wylder Windham Resort
Catskills
05.2022 - 03.2025
- Successfully led the hotel to achieve high scores in cleanliness and overall guest satisfaction.
- Managed housekeeping operations for the entire hotel, ensuring cleanliness and maintenance standards were consistently met.
- Increased staff efficiency through the implementation of new cleaning protocols and scheduling systems.
- Collaborated with the engineering department to address maintenance issues promptly.
Housekeeping and Food & Beverage Manager
Hyatt Place New York Times Square
New York
10.2019 - 05.2022
- Supervising room attendants and cleaning staff, checking that rooms are cleaned to a high standard.
- Checking for faults or damage, and arranging repairs and routine maintenance work.
- Oversee the housekeeping department budget, take inventory, and ensure there is a stock of adequate cleaning supplies, stocktaking, and ordering cleaning equipment, linen, and room supplies.
- Document areas cleaned by room attendants, and report any issues, such as room damage or maintenance requests, to the front office.
- Assist with month-end reports.
- Adhere to food, health, and safety standards.
- Plan, forecast, and execute food and beverage orders.
Assistant Front Office Manager
Hyatt Place New York Times Square
New York
10.2019 - 05.2022
- Pre-opening: Prepare and present the pre-opening process presentation to the hotel operations team, explaining the various stages and nuances of pre-opening, including the standard requirements and compliance that are required.
- Supervising daily front desk activities according to the established guidelines.
- Prioritize and delegate daily work responsibilities to front-office staff.
- Train and guide front desk staff to provide quality customer service.
- Resolve guest issues and inquiries to ensure guest satisfaction.
- Creating invoices, billing, and balancing accounts while closing out the end-of-day shift.
Guest Service Agent / Supervisor
Element Times Square West
New York
11.2016 - 10.2019
- Create a positive check-in experience for our guests in a fast-paced environment, while ensuring requests are met upon assigning rooms.
- Trained, developed, and coached the performance of front-office colleagues to ensure efficient departmental operations.
- Prepared scheduling for the Front Office Department.
- Ensure Element's policy and procedures are consistently communicated and followed at all times.
- I followed up on surveys submitted by guests who encountered issues during their stay, and I reached out to the guest to ensure that their future stay would be to their liking.
- Assisted associates in resolving any issues promptly whenever they arose.
Education
AA Degree - Travel and Hospitality
Wood Tobe Coburn School
New York, New York10.2012
Skills
- Guest service
- Strong Organizational Abilities
- Effective Time Management
- Performance Review Expertise
- Skilled in Microsoft Office Applications
- Experienced with Multiple Reservation Platforms
- Leadership Development
- Implementation of Strategic Initiatives
- Financial Budgeting
- Enhancing Guest Experience
- Operational efficiency
- Spanish fluency
Accomplishments
Employee of the Year-2017, Element Times Square West
Manager of the Quarter- 2020, Hyatt Place New York Times Square
Languages
Spanish
Native/ Bilingual
Timeline
Director of Rooms
Wylder Windham Resort
05.2022 - 03.2025
Director of Housekeeping (Resort pre-opening)
Wylder Windham Resort
05.2022 - 03.2025
Housekeeping and Food & Beverage Manager
Hyatt Place New York Times Square
10.2019 - 05.2022
Assistant Front Office Manager
Hyatt Place New York Times Square
10.2019 - 05.2022
Guest Service Agent / Supervisor
Element Times Square West
11.2016 - 10.2019
AA Degree - Travel and Hospitality
Wood Tobe Coburn School
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