Maribel Gutierrez
Los Angeles,USA
Summary
Dynamic hospitality professional with extensive experience at Viceroy Santa Monica, adept in Operations Management and Customer Relations. Excelled in enhancing guest satisfaction and streamlining workflow, leading to a significant improvement in service delivery. Skilled in Microsoft Office Suite and team leadership, consistently achieving and surpassing company goals. Knowledgeable Director Front Office with background in managing front office and housekeeping operations. Successfully streamlined administrative processes and enhanced guest satisfaction through effective team leadership. Demonstrated excellent organizational and multitasking skills. Hospitality professional prepared to excel in managing front office functions. Proven ability to enhance guest experiences and streamline administrative tasks. Reliable team collaborator with strong communication and problem-solving skills.
Overview
14
14
years of professional experience
Work History
Front Office Manager
Viceroy Santa Monica
02.2023 - 07.2024
- Contribute to and consistently apply Viceroy policies and procedures
- Hire, train, supervise, coach, and evaluate housekeeper staff
- Contribute to and consistently apply Viceroy policies and procedures, creating and apply new SOP’s
- Manage all Front Office operations to include, but not limited to, guest service and registration (check-in/check-out), room inventory and availability, guest service standards and initiatives, product quality, policy and procedure implementation and enforcement and meeting participation
- Monitor and develop team member performance to include, but not limited to, providing supervision, scheduling, conducting counseling and evaluations and delivering recognition and reward
- Monitor and assess service and satisfaction trends, evaluate, and address issues and make improvements accordingly
- Meet and greet guests and respond to guest inquiries, requests and issues in a timely, friendly, and efficient manner and resolves guest concerns
- Initiate and implement up-selling techniques to promote hotel services and facilities to maximize room occupancy and overall revenue
- Ensure team members have current knowledge of hotel products, services, facilities, events, pricing, and policies
- Increase revenue by introducing Nor1 platform
- Recruit, interview, and train team members
Assistant Front Desk Manager
Viceroy Santa Monica
05.2021 - 02.2023
- Actively engage in guest experience from arrival to departure
- Hire, train, supervise, coach, and evaluate front desk staff
- Monitor staff performance to ensure adherence to all service, productivity, and accounting standard
- Promote facilities and services, resolve problems, and maintain communication with all departments
- Pre-block VIP rooms (one week prior & check daily)
- Review arrivals on a weekly basis with Front Office Manager and/or Hotel Manager to discuss expenses
- Review all arriving guests at the morning/afternoon meetings and provide details of special requests and preparations
- Do schedules, incentives, payroll closing, inventory ordering
Housekeeping Manager
Viceroy Santa Monica
01.2018 - 05.2021
- Contribute to and consistently apply Viceroy policies and procedures
- Hire, train, supervise, coach, and evaluate front desk staff
- Complete cleanliness inspections (walk-through)
- Conduct frequent walk-throughs
- Perform all other projects and responsibilities as require
- Do Schedules, labor reports, payroll closing
- Monthly inventory and ordering depending on budgets
Assistant Director of Housekeeping
Avalon Beverly Hills Hotel
04.2017 - 01.2018
- Company Overview: Boutique Hotel
- Responsible for supervising the cleanliness and the appearance of guest accommodations and public space
- Responsible for housekeeping operations carry out their assignments in accordance with Proper Cleanliness standards
- Handling schedules and closing out the day (opening house)
- Monthly inventory and ordering
- Boutique Hotel
Housekeeping Supervisor
Marina Del Rey Marriott
06.2014 - 07.2016
- Created weekly schedules for employees, payroll
- Assisting team where necessary to ensure optimum service to guest
- Working with team members to develop their skills raise our scores
- Assisting with expediting special guest request such as for extra amenities, VIP guest, and more
- Reporting all maintenance issues to Guestware in a timely manner
- Ensuring that all guest rooms, public areas and back of the house areas meet established standards in order to maximize guest satisfaction
Front Desk Agent
The Westin Los Angeles Airport
09.2012 - 06.2014
- Cross train with Housekeeping Supervisor
- Supervise the performance of room attendants and general cleaning and take appropriate action to correct deficient conditions, behavior, and work practices
- Communicate throughout the day with Front Office and other departments
- Checking in and checking out guests, accommodating requests, giving directions, communicating with Housekeeping about room availability, answering calls, and going above and beyond to create an exceptional experience
- Help with room controller responsibilities
Front Desk Agent
Best Western Plus Suites Hotel
07.2010 - 09.2012
- Maintain inventory of vacancies, reservations, and room assignments
- Manage and resolve all guest complaints professionally and courteously
- Maintains a high level of professional appearance and demeanor
- Check-in and check-out guests and handle manager duties
- Balance credit cards and audit for the new date
Education
Associate of Applied Science - Business Management
UEI College
10-2009
Skills
- Effective Multitasking
- Workflow Optimization
- Customer Service
- Customer Relations
- Scheduling and calendar management
- Microsoft Office Suite
- Operations Management
- Team Management
- Hospitality services
- Administrative Skills
- Oral and writing communication
- Reservation Management
- Schedule Management
- Inventory Control
Languages
Spanish
Native or Bilingual
Timeline
Front Office Manager
Viceroy Santa Monica
02.2023 - 07.2024
Assistant Front Desk Manager
Viceroy Santa Monica
05.2021 - 02.2023
Housekeeping Manager
Viceroy Santa Monica
01.2018 - 05.2021
Assistant Director of Housekeeping
Avalon Beverly Hills Hotel
04.2017 - 01.2018
Housekeeping Supervisor
Marina Del Rey Marriott
06.2014 - 07.2016
Front Desk Agent
The Westin Los Angeles Airport
09.2012 - 06.2014
Front Desk Agent
Best Western Plus Suites Hotel
07.2010 - 09.2012
Associate of Applied Science - Business Management
UEI College
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