LUIS ORTEGA
New York
Summary
Dynamic hospitality leader with extensive experience at Park Lane Hotel, excelling in front office operations and staff management. Proven track record in enhancing guest satisfaction and maximizing revenue through strategic planning and effective communication. Proficient in MS Office and performance evaluation, fostering a collaborative team environment to achieve exceptional service standards. Seasoned professional in Front Office Operations with director-level experience. Demonstrated skills in overseeing daily operations, streamlining processes, and leading teams for high-end hotels to ensure guest satisfaction. Strengths include effective communication, problem-solving abilities, and strategic planning. Significant impact made in previous roles by improving operational efficiency and enhancing guest experiences.
Overview
9
9
years of professional experience
Work History
Director of Front Office Operations
Park Lane Hotel
New York
08.2024 - Current
- Mitigated business risks by working closely with staff members and assessing performance.
- Conducted regular staff meetings to communicate goals and solicit feedback.
- Created effective business plans to focus strategic decisions on long-term objectives.
- Managed team of XX front office staff, including hiring, training, and performance evaluations.
- Ensured compliance with all relevant safety regulations and standards.
- Improved productivity initiatives, managing budgets and accounts, coordinating itinerary and scheduling appointments.
- Liaised with sales and marketing team to implement strategies that enhance guest experience and increase occupancy.
- Developed and maintained a positive working environment, fostering team collaboration.
- Conducted regular staff meetings to update team on hotel policies, guest feedback, and objectives.
- Coordinated with other departments such as Housekeeping, Food and Beverage, Maintenance. to provide seamless services to guests.
- Appraised inventory levels on frequent basis, ordering new merchandise to keep quantities well-stocked.
- Handled guest complaints and issues, ensuring satisfactory resolution and guest satisfaction.
- Used strong issue resolution and communication skills to cultivate and strengthen lasting client relationships.
- Facilitated staff training programs on customer service, software use, and emergency procedures.
- Implemented standard operating procedures to improve guest check- and -out process.
Assistant Director of Front Office
Park Lane Hotel
New York
08.2022 - 08.2024
- Responsible for ensuring the operation of the Front Office in an attentive, friendly, efficient, and courteous manner.
- Provide guests with quality service prior to and during their stay, while maximizing room revenue and occupancy for a 610-room property.
- Ensure that department schedule and payroll for Front of House staff is submitted in a timely manner.
- Resolve guest complaints from all areas of the hotel with the highest level of hospitality and professionalism.
- Working with third party travel agencies to ensure VIP billing and guest expectations are exceeded.
- Ensure that Wage Progress, Productivity, and the Ten-Day Forecast are completed on a timely basis according to Highgate Hotel S.O.P.s.
- Direct, train, coach, motivate, and develop colleagues to maximize their potential, while ensuring all quality and service standards are met.
Front Office Manager
Lotte New York Palace
New York
04.2022 - 08.2022
- Responsible for the Front Office operations teams, including Front Desk, Concierge, Maitre d'Etage, Bell, Door and Mail & Package for a 909-room property.
- Resolve guest complaints from all areas of the hotel with the highest level of hospitality and professionalism.
- Coordinate arrivals, departures, and billing requirements. Block rooms for arrivals and ensure any discrepancies are resolved. Review daily arrivals to ensure proper handling of Special Attention Guests, Return Guests, Groups and VIPs.
- Act in all matters related to the safety, security, satisfaction and well-being of hotel guests and employees when senior managers are not available. Respond swiftly and effectively in any hotel emergency or safety situation.
- Ensure that regular on-going communication is happening with employees to create awareness of business objectives, communicate expectations, recognize performance, and produce desired results.
- Direct, train, coach, motivate and develop colleagues to maximize their potential, while ensuring all quality and service standards are met.
- Implement Forbes training standards and guidelines to maintain 5-Star service.
- Create and foster a positive and collaborative team culture.
Assistant Front Office Manager
Lotte New York Palace
New York
06.2019 - 04.2022
- Communicated performance expectations in accordance with job descriptions for Front of House members and monitored progress, for a 909-room property.
- Assisted with creating schedules and payroll for Front of House staff, monitored TripAdvisor payout incentive program and Upsell rewards program.
- Maximized room revenue and occupancy by reviewing status daily, analyzing rate variance, and monitoring credit reports.
- Assisted the Meetings & Events department with Baseball arrivals and departures.
- Addressed all guest complaints with compassion and provided solutions in a timely manner.
Guest Experience Coordinator
Lotte New York Palace
New York
09.2017 - 06.2019
- Worked as a liaison with the Executive Office, Front Office, Housekeeping, Sales, Food & Beverage, and other key operational departments to ensure a seamless stay for VIPs.
- Walked all VIP rooms as the final inspector to ensure cleanliness and specific requests were executed.
- Focused on first time guests with the intention to building a lifelong relationship.
- Worked alongside multiple delegations and missions during UNGA, to ensure all requests and amenities were delivered in a timely manner.
Guest Experience Lobby Ambassador
Lotte New York Palace
New York
10.2016 - 09.2017
- Welcomed all guests and directed traffic throughout the lobby.
- Gathered, summarized and provided local area knowledge to inform guests about the property, neighborhood and any special events occurring in New York City.
- Provided tours throughout the public spaces as well as guests rooms.
Education
Associate of Applied Science - Hospitality And Tourism Management
LaGuardia Community College
Long Island City, NY01-2017
Skills
- MS Office
- Word
- Excel
- PowerPoint
- Outlook
- Opera
- ADP Portal
- HotSoS
- Helix
- Zingle
- IN-Gauge
- Staff management
- Performance evaluation
Languages
Spanish
Native/ Bilingual
Accomplishments
- Third Quarter Leader | Park Lane Hotel 2023
- Fourth Quarter Leader | Lotte New York Palace 2018
Timeline
Director of Front Office Operations
Park Lane Hotel
08.2024 - Current
Assistant Director of Front Office
Park Lane Hotel
08.2022 - 08.2024
Front Office Manager
Lotte New York Palace
04.2022 - 08.2022
Assistant Front Office Manager
Lotte New York Palace
06.2019 - 04.2022
Guest Experience Coordinator
Lotte New York Palace
09.2017 - 06.2019
Guest Experience Lobby Ambassador
Lotte New York Palace
10.2016 - 09.2017
Associate of Applied Science - Hospitality And Tourism Management
LaGuardia Community College
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