Lais Rivera
Jacksonville,FL
Summary
Experienced bilingual Hospitality Manager with a degree in Hospitality Management. Eager to leverage expertise and education to contribute to company's objectives, vision, and mission. Passionate about delivering exceptional customer service and ensuring positive guest experience. Strive to drive operational efficiency and exceed performance goals. Seeking challenging role to further develop skills and make meaningful impact within organization.
Overview
15
15
years of professional experience
Work History
Housekeeping Manager
Omni Hotels & Resorts - Amelia Island (402 Hotel Rooms and 250 Villas)
Jacksonville, FL
01.2023 - Current
- Nominated 3 times for Manager of the quarter and won Manager of the 2nd Quarter this year.
- Creates the schedule to meet within our labor guidelines
- Assists in labor meetings and all reports
- Supports with opening the house, closing Shifts, maintaining close communication and interaction with Front Desk and Engineering departments, reporting all maintenance issues.
- Reports any repairs or discrepancies of guest rooms either to housekeeping dispatcher or placing work request into Synergy.
- Inspects the cleaning and servicing of guest room. Final inspections of all VIP and Platinum and above guest rooms prior to arrival.
- Communicate challenges or opportunities to management and Room division manager as needed.
- Ensuring that company guidelines are followed.
- Monitor out-of-order, out-of-service, discrepant, and show rooms.
- Provides courteous, personalized, attentive, sincere, consist of Guest service by responding promptly and effectively to inquiries, request & Complaints using Guest Services skills.
- Schedule shifts and arrange for replacements in cases of absence.
- Manage the daily activities of the housekeeping department to include appropriate cleaning of all offices, concourses, seating areas, all public spaces.
- Interview, hire, train, recommend performance evaluations, resolve problems, provide open communication and recommend discipline when appropriate.
- Maintain and reviews computerized records for budgeting and forecasting of department expenses as well as inspection scores for housekeepers.
- Inventory and purchase supplies in accordance with department budget thought Birchstreet.
Assistant Housekeeping Manager
Omni Hotels & Resorts - Amelia Island (402 Hotel Rooms and 250 Villas)
Jacksonville, FL
01.2022 - 01.2023
- Inspects the cleaning and servicing of guest room. Final inspections of all VIP and Platinum and above guest rooms prior to arrival.
- Assigns special assignments as directed by the executive housekeeper. Ensure all GRA or houseman are completing projects as directed.
- Reports any repairs or discrepancies of guest rooms either to housekeeping dispatcher or placing work request into Synergy.
- Review daily and monthly labor reports to ensure financial goals are met. Review Kronos for missing incorrect punches.
- Responds to any guest inquiries or opportunities as they arise through the day. Follow up daily with second effort or identified guest opportunities to improved.
- Communicate challenges or opportunities to management and Room division manager as needed.
- Monitor out-of-order, out-of-service, discrepant, and show rooms.
(USA) Specialist II, Global Business Services- Bilingual - Remote
Walmart, USA
Jacksonville, FL
01.2021 - 01.2022
- Supports assigned business area in the execution of practices, systems, and activities by conducting analyses of initiatives to understand and communicate existing trends; analyzing and interpreting data; and translating data analysis into recommendations that are aligned with business objectives.
- Provides administrative support by assisting management with training other team members, supporting special projects involving research and review of data.
- Researching impact of process changes and communication changes to leadership; ensuring adherence with business process controls; analyzing data to establish accounting period cutoffs.
- Provides customer service by responding to customer disputes and ad-hoc questions requiring research; collaborating with customers to escalate customer inquiries and provide status updates and guidance to management.
- Communicating to customers via verbal and written communication; conducting compliance reviews; negotiating dispute resolution; analyzing, interpreting, and consolidating information into reporting for customer review.
- Embraces diversity in all its forms and actively supports diversity of ideas and perspectives, as well as diversity goal programs.
- Builds strong and trusting relationships with team members and business partners; works collaboratively to achieve objectives; communicates with impact to a range of audiences; and demonstrates energy and positivity for own work.
Housekeeping Manager- Housekeeping Depart.
The Maxwell Hotel (697 Hotels)
New York, NY
01.2020 - 01.2020
- Planning, organizing, and directing team members to ensure the highest degree of guest satisfaction.
- Report on progress of all out-of-order rooms under the Housekeeping Department's supervision to the Guest Services Manager, according to standards.
- Inspect all V.I.P. rooms and report their availability to the Front Office, according to hotel standards.
- Provides courteous, personalized, attentive, sincere, consist of Guest service by responding promptly and effectively to inquiries, request & Complaints using Guest Services skills.
- Schedule shifts and arrange for replacements in cases of absence.
- Provided guidance, reinforced positive work ethics, and monitored operation's efficiency and corrective measures.
- Assists Director of Housekeeping with all the following department functions and concerns.
- Supports with opening the house, closing Shifts, maintaining close communication and interaction with Front Desk and Engineering departments, reporting all maintenance issues.
- Continuously evaluated the performance of employees, developing each for advancement opportunities.
- Performed miscellaneous duties and assisted the Hotel Manager as directed.
- Assists in maintaining Hotel standards of cleanliness and a consistent guest room/guest experience.
Senior Housekeeping Manager -Housekeeping Depart.
Yotel Hotel (713 Rooms)
New York, NY
01.2018 - 01.2020
- Manage the daily activities of the housekeeping department to include appropriate cleaning of all offices, concourses, seating areas, all public spaces.
- Planning, organizing, and directing team members to ensure the highest degree of guest satisfaction.
- Daily supervision of the housekeeping staff, including the day, event, and post-event crews.
- Report on progress of all out-of-order rooms under the Housekeeping Department's supervision to the Guest Services Manager, according to standards.
- Inspect Room Attendant’s work performance daily to ensure the standards and productivity levels are being met and maintained.
- Inspect all V.I.P. rooms and report their availability to the Front Office, according to hotel standards.
- Oversee the closing of the floors at the end of the day, ensuring the Room Attendants’ carts are clean and restocked.
- Monitor out-of-order, out-of-service, discrepant, and show rooms.
- Supports with opening the house, closing Shifts, maintaining close communication and interaction with Front Desk and Engineering departments, reporting all maintenance issues.
- Assists in maintaining a highly motivated and trained staff that continually strives for excellence, in service and cleanliness.
Staff Coordinator – Housekeeping Department
Yotel Hotel (713 Rooms)
New York, NY
07.2017 - 05.2018
- Schedules the work of a housekeeping crew and insures that assigned duties are completed on schedule and meet quality standards for the unit.
- Schedules overtime and on-call hours for housekeeping staff. Coordinates and participates in the hiring process for new Custodians; makes employment recommendations to the department manager.
- Supervises preparations, set-ups, and take-downs for special events. Coordinates with other departments, as needed. Maintains inventory and attendance records.
- Provides for service and repair of housekeeping equipment. Identifies training needs for housekeeping staff.
Customer Services Representative
Community Financial Service Centers
Bronx, NY
09.2010 - 06.2017
- Managed incoming checks, filing BSA, CTR and oversaw SARS and verification procedures
- Handled approximately 25 wire transfers daily: processed bills, payments, and money orders
- Sold company products and services including cellphones, prepaid cards
- Delivered outstanding service, exceed expectations, and built long-term loyalty
Education
Associate of Applied Science - Hospitality Management
Monroe College
Bronx, NY06.2018
Skills
- Expert in Microsoft Office (Word, Excel, PowerPoint, Outlook), ADP, onTrack, Birchstreet, Alice, Kronos, Synergy
- Analytical skills
- Communication
- Conflict resolution
- Hotel operations
- Multitasking
- Prioritizing
- Problem-solving
- Teamwork
LANGUAGE
Bilingual; Fluent in English and Spanish
Timeline
Housekeeping Manager
Omni Hotels & Resorts - Amelia Island (402 Hotel Rooms and 250 Villas)
01.2023 - Current
Assistant Housekeeping Manager
Omni Hotels & Resorts - Amelia Island (402 Hotel Rooms and 250 Villas)
01.2022 - 01.2023
(USA) Specialist II, Global Business Services- Bilingual - Remote
Walmart, USA
01.2021 - 01.2022
Housekeeping Manager- Housekeeping Depart.
The Maxwell Hotel (697 Hotels)
01.2020 - 01.2020
Senior Housekeeping Manager -Housekeeping Depart.
Yotel Hotel (713 Rooms)
01.2018 - 01.2020
Staff Coordinator – Housekeeping Department
Yotel Hotel (713 Rooms)
07.2017 - 05.2018
Customer Services Representative
Community Financial Service Centers
09.2010 - 06.2017
Associate of Applied Science - Hospitality Management
Monroe College