Highly organized and results driven hospitality professional with effective leadership and problem solving skills seeking to apply expertise and extensive experience in guest service management.
Overview
18
18
years of professional experience
Work History
Assistant Guest Services Manager
Residence Inn By Marriot
Weehawken, NJ
05.2022 - Current
Assistant Front Office Manager
Residence Inn Midtown East
New York, NY
06.2021 - Current
Encourage and mentor employees to boost performance.
Assist with payroll and scheduling.
Assist with month end reports, market inventory and laundry count.
Monitor guest satisfaction survey (Medallia) and third party extranets.
Monitor pre arrival platform in GXP to meet our guest’s needs.
Assistant Front Office Manager
Sheraton Lincoln Harbor
Weehawken, NJ
08.2019 - 11.2020
Acting Director of Front Office as needed on weekends.
Drafted employee work schedules and assisted with payroll.
Directed and motivated office staff to deliver exceptional internal and guest support in the front office setting.
Trained new-hires on all aspects of the front desk
Interacted with guests by phone, email or in-person to follow up guest experience, including social media, third party reservation platforms and Medalia.
Hired and trained new employees, demonstrating best methods for serving and guests.
Manager on Duty
Renaissance New York Hotel 57
New York, NY
07.2017 - 08.2019
Maintain a great relationship with the entire staff ensuring the hotel's SOP is being followed.
Process payroll in ADP, scheduling etc.
Acting Director of front office, act as assistant General Manager on weekends.
Oversee the guest experience platform and follow up with guests to ensure satisfaction.
Responsible for maintaining high hotel standards; involving creating incentive programs to increase revenue and guest satisfaction.
Responsible for recruiting new hires and training.
Guest Services Manager
Residence Inn WTC
New York, Ny
02.2015 - 02.2017
Responsible for maintaining high hotel standards; involving creating incentive programs to increase revenue and guest satisfaction.
Identified individual development needs with appropriate training.
Managed the entire front office team, handled schedules and assisted with payroll.
Customer Service Representative /Tax Administrator
Barnes & Noble. Inc
Lyndhurst, New Jersey
02.2005 - 02.2014
Ensured superior customer experience by addressing customer concerns.
As a Tax administrator, assisted non profit and government organizations with the exemption of payment of used and sales tax.
Assisted in customer escalations.
Education
GED / HS Diploma -
Escuela Vocacional
Arecibo, PR
Skills
Exceptional communication skills
Proficient in cash management
Creative problem solver
Strong leadership skills and client relations
Timeline
Assistant Guest Services Manager
Residence Inn By Marriot
05.2022 - Current
Assistant Front Office Manager
Residence Inn Midtown East
06.2021 - Current
Assistant Front Office Manager
Sheraton Lincoln Harbor
08.2019 - 11.2020
Manager on Duty
Renaissance New York Hotel 57
07.2017 - 08.2019
Guest Services Manager
Residence Inn WTC
02.2015 - 02.2017
Customer Service Representative /Tax Administrator