Juliana Ruiz
New York,NY
Summary
Forward-thinking team leader skilled at operating departments efficiently to meet goals. Successful background matching employees with roles for maximum performance. Proactive and hardworking individual focused on continuous operational improvement.
Overview
17
17
years of professional experience
Work History
Director of Experience
Virgin Hotels NYC
08.2023 - Current
- Oversaw day-to-day operations of 460 -room hotel with staff of 32 employees.
- Cultivated a positive work environment that fostered employee engagement, increased retention rates, and boosted overall team morale.
- Hired and trained new employees, demonstrating best methods for serving clients and guests.
- Developed and implemented strategies to optimize operational efficiency and maximize profits.
- Increased company revenue by streamlining processes and implementing cost-saving measures.
- Increased customer service ratings through personable service.
- Oversaw financial management for the front office, including budgeting, forecasting, and expense tracking.
- Managed room inventory effectively to maximize occupancy rates and revenue generation.
Operations Manager
High Line Hotel
08.2022 - 08.2023
- Oversaw day-to-day operations of 60-room hotel with staff of 25 employees.
- Coordinated with General Manager in different operational issues and promotional activities.
- Monitored key performance metrics to identify areas for improvement.
- Led hiring, onboarding and training of new hires to fulfill company policies and procedures.
- Solicited and reviewed guest feedback and promptly resolved complaints.
- Helped team members maintain business professionalism by coaching each on methods for delivering exceptional service to every customer.
- Assisted in organizing and overseeing assignments to drive operational excellence.
Operations Manager
Gild Hall, A Thompson Hotel
08.2021 - 08.2022
- Advanced productivity KPIs to achieve key business goals and objectives.
- Oversaw day-to-day operations of 130 room property with staff of over 60 employees.
- Resolved problems, improved operations and provided exceptional service.
- Worked within applicable standards, policies and regulatory guidelines to promote safe working environment.
- Increased customer service ratings through personable service.
- Evaluated employee performance and developed improvement plans.
- Maintained controls over expenses and inventory for optimal budget tracking.
- Drove improvements to workflow and room turnover with hands-on, proactive management style.
- Strategized with team on new processes and actively shared ideas, opinions and suggestions to improve environment and hotel experience.
- Developed front-office programs that boosted morale and encouraged team to deliver exceptional service and cost control.
- Set aggressive targets for employees to drive company success and strengthen motivation.
Front Office Manager
Room Mate Grace Hotel
08.2018 - 08.2021
- Managed team of twelve front desk agents for 139- room property and helped to resolve issues arising during shifts.
- Achieved monthly and annual revenue goals for Upselling, late-checkouts and breakfast packages.
- Prepared department schedule based on hotel needs.
- Conducted weekly meetings with departments reviewing guest complaints, employee communication and upcoming V.I. P’s.
- Prepared monthly reports and budget for department
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
Front Office Supervisor
Room Mate Grace Hotel
06.2017 - 08.2018
- Delegated task among line staff to ensure productive workflow.
- Address guest concerns and complaints promptly and professionally.
- Reviewed guest feedback and made appropriate accommodations to meet needs and address concerns.
- Reduced customer issues by 10% with introduction of surveys and questionnaires.
- Trained new hires on standard of procedures to better service customers.
- Cultivated interpersonal skills by building positive relationships with others.
- Served as floating manager-on-duty, MOD, to cover shift shortage.
- Gained strong leadership skills by managing projects from start to finish.
Front Desk Agent
RoomMate Grace Hotel
01.2016 - 01.2018
- Greeted guests upon arrival, offered assistance, and answered questions to build rapport and retention.
- Answered multi-line phone system and enthusiastically greeted callers.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Issued room keys to guests upon check-in and answered questions regarding proper use.
- Kept accounts in balance and ran daily reports to verify totals
Breakfast Supervisor
RoomMate Grace Hotel
03.2014 - 01.2016
- Set-up and breakdown breakfast buffets
- Improved guest comfort and satisfaction by 50% through personalized service and support.
- Ensured that Dining area and kitchen met NYC Health Dept. standards at all times.
- Controlled food costs and managed inventory
- Monitored food inventory and supplies to prevent waste.
VIP UNIT Server
Mount Sinai Beth Israel
03.2008 - 02.2016
- Strategically timed check-ins with customers to take orders and confirm satisfaction with meals after delivery, taking action to correct any problems.
- Upsold high-profit items such as appetizers and mixed drinks to enhance sales numbers.
- Followed health and safety protocols crucial for maintaining safe and sanitary environments for customers and staff.
- Helped customers with dietary restrictions, allergies and intolerances obtain safe, delicious food by working closely with kitchen staff on alternatives
Education
Associate of Arts - Liberal Arts
Bronx Community College
Bronx, NY2012
Bachelor of Arts - Hospitality Management
New York Institute of Technology
New York, NYSkills
- Scheduling and calendar management
- Fluent in Spanish
- Key Performance Indicators (KPIs)
- Administrative skills
- Training and development
- Expense reporting
- Payroll Processing
- MS Office expert
- Sales experience
- Skilled in Opera
- Skilled in HMS (INFOR U)
- Management Team Building
- Delegating Work
- Effective leader
- Budgeting and forecasting
- Operations management
- P&L Management
Timeline
Director of Experience
Virgin Hotels NYC
08.2023 - Current
Operations Manager
High Line Hotel
08.2022 - 08.2023
Operations Manager
Gild Hall, A Thompson Hotel
08.2021 - 08.2022
Front Office Manager
Room Mate Grace Hotel
08.2018 - 08.2021
Front Office Supervisor
Room Mate Grace Hotel
06.2017 - 08.2018
Front Desk Agent
RoomMate Grace Hotel
01.2016 - 01.2018
Breakfast Supervisor
RoomMate Grace Hotel
03.2014 - 01.2016
VIP UNIT Server
Mount Sinai Beth Israel
03.2008 - 02.2016
Associate of Arts - Liberal Arts
Bronx Community College
Bachelor of Arts - Hospitality Management
New York Institute of Technology