Melisa Ortiz
Los Angeles,CA
Summary
Versatile and results-driven professional with a proven track record in hospitality management, excelling in customer service and sales. Demonstrates exceptional multitasking and communication skills, enhancing guest experiences and building strong relationships. Recognized for creative problem-solving and a commitment to excellence, consistently achieving positive outcomes in high-pressure environments.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Residence Concierge
Fairmont Century Plaza Hotel
Los Angeles, CA
10.2024 - Current
- Handled all resident requests and bookings through email, phone, or personal communication, and followed up within a prompt timeframe.
- Identified and documented all requests, expectations, and biographical information for the owner, residents, and guest profiles to facilitate creating personalized experiences.
- Facilitated communication between residents, owners, and guests within the accurate hotel departments.
- Actively participated in monthly training sessions conducted by management staff to stay up-to-date on policies and procedures.
- Acted as a liaison for our owners, residents, and guests to address special needs, or concerns.
- Greeted owners, residents, and guests upon arrival, completing the arrival and departure process, following all service standards.
- Assisted with package deliveries and escorting visitors to appropriate departments.
- Conducted regular safety inspections of all public spaces within the property. Inspected condo units and reported any issues that needed to be addressed.
- Maintained client accounts by obtaining, recording and updating personal and financial information.
- Coordinated and followed up with vendors to ensure the timely completion of service requests.
- Maintained an organized reception area and ensured that all guests were attended to promptly.
- Worked with housekeeping and maintenance staff to address and resolve building and room issues.
- Offered guests details regarding hotel's amenities, local arts and culture, nightlife, dining options, attractions and museums.
- Maintained knowledge of local attractions, events, and nightlife to offer current advice.
- Built rapport and maintained productive relationships with guests, residents, and vendors, ensuring service standards are met.
Resident Services Coordinator/Sales and Leasing Consultant
E&S Ring Property Management
Los Angeles, CA
10.2023 - 03.2024
- Provided tours of the property and amenities to prospective tenants, and offered valuable information regarding major features.
- Promoted a high level of customer service and assistance by greeting residents, responding to concerns, and quickly resolving issues.
- Working knowledge of leasing software systems such as Yardi, RentCafe, and Rent Dynamics.
- Scheduled and prepared 30-day notices.
- Answered calls and responded to inquiries from various parties using strong active listening and open-ended questioning skills.
- Responsible for the collection of current and delinquent rent payments.
- Processed move-outs by completing final walkthroughs, collecting keys, inspecting unit condition and preparing documentation for accounting purposes.
- Maintained accurate records of prospective renters, applications and leases.
- Inspected vacated units to determine necessary repairs or improvements prior to new occupancy.
- Handled incoming calls regarding availability of units, pricing information and other inquiries.
- Checked in and out vendors daily, checking identification accurately.
- Maintained professional relationships with residents and vendors, ensuring outstanding customer service standards are met.
- Input all maintenance requests in Yardi, and followed up with maintenance daily. Followed up with residents consistently to ensure satisfaction with maintenance requests or other corrections.
- Up to date with Fair Housing Regulations.
- Strive for continuous improvement and excellence in all areas of responsibility.
In Room Dining Coordinator
Waldorf Astoria Hotel
Beverly Hills, CA
01.2022 - 09.2023
- Anticipated guests needs, responded promptly, and acknowledged all guests.
- Answered the telephone according to 5-star, Forbes standards.
- Took, recorded, and confirmed orders as specified in departmental standards.
- Complied with Forbes' performance standards, policies, and procedures in Food & Beverage.
- Followed up with guests consistently to ensure satisfaction with orders or corrections.
- Monitored guests needs in hotel computer systems.
- Communicated V.I.P. arrivals and special requests to designated personnel.
- Record daily arriving and departing amenities for all guests.
- Strive for continuous improvement and excellence in all areas of responsibility.
- Fielded complaints from customers and corrected issues with both front of house and kitchen staff.
- Trained and supervised new staff members in the proper procedures for providing quality service.
- Acted as liaison between head of kitchen staff and front of house to update staff on menu updates, special requests, and canceled items.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Recognized by management for providing exceptional customer service.
In Room Dining Coordinator/ Server
Viceroy L'Ermitage Hotel
Beverly Hills, CA
09.2019 - 03.2020
- Delivered orders to guests and meeting rooms promptly.
- Responded to all guest inquiries regarding menu items and beverages.
- Processed cash and credit card guest payments.
- Double-checked guest food and beverage orders for accuracy before serving, arranged dining tables neatly per restaurant standards, informed VIP guests of special menu items and options, informed customers of daily menu and beverage specials, and fulfilled guest food orders promptly and efficiently.
- Ensured compliance with health and safety regulations in the kitchen and dining areas.
- Responded to guest inquiries and complaints in a timely and courteous manner.
- Adhered to hotel attendance policies and uniform codes.
- Provided room service for both small and large VIP parties.
- Coordinated with multiple departments to ensure smooth delivery of In-Room Dining services.
- Trained front-of-house staff on restaurant policies and procedures, guest service techniques and communication skills to promote positive experiences.
- Reviewed closing reports at end of shifts and corrected mistakes.
- Fielded complaints from customers and corrected issues with both front of house and kitchen staff.
- Identified areas for improvement in In-Room Dining operations through customer feedback.
- Reported staff performance, inventory, overall dining room needs and special events information to Food and Beverage Director.
- Communicated effectively with wait staff regarding patron food allergies and dietary restrictions.
- Developed relationships with guests to ensure satisfaction and repeat business.
Host Lead
Mr.C Hotel
Beverly Hills, CA
09.2016 - 07.2019
- Greeted incoming guests to escort to assigned dining area and present menus.
- Coordinated dining room staff workflow to foster prompt and courteous service.
- Monitored dining area to assess server capacity and estimate wait times.
- Resolved any customer complaints or issues quickly and professionally.
- Delivered outstanding service and support from initial interaction to final departure, maintaining loyal clientele.
- Scheduled reservations and notified servers and managers of large groups to prepare seating in advance.
- Assisted servers in bussing tables when needed during busy periods.
- Maintained updated knowledge through continuing education and advanced training.
- Answered multiple calls frequently, and directed them to the appropriate department.
- Answered questions about menu selections and made recommendations.
- Confirm, change, and make reservations via Seven Rooms and OpenTable.
- Take orders and input them into the Micros system.
- Checked guests credit card information, and authorized and closed payments.
- Routinely cleaned tables, and set up the restaurant for breakfast, lunch, and dinner.
- Maintained the hotel's high standard of service and hospitality.
- Daily interaction with guests, providing them with exceptional comfort and amenities.
- Managed opening and closing duties.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company procedures.
Front Office Receptionist
UCLA Campus
Los Angeles, CA
06.2012 - 01.2014
- I worked in different UCLA campus offices for three years.
- Answering phone calls, scheduling appointments, and assisting with daily incoming questions.
- Assisting students in person or by telephone.
- Assisting the department heads with whether they need photocopies, student records, and other documents.
- Answered multi-line telephone with polite tone of voice to provide general information and answer inquiries.
- Composed and prepared routine correspondence, letters and reports with job-related software.
- Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
- Managed multi-line telephone system, directing calls to appropriate departments.
- Sorted invoices for accounting department by date stamping and filing by vendor code.
- Tracked office supplies inventory levels, placed orders for replenishment as needed and monitored deliveries upon arrival.
- Maintained a clean and organized reception area to uphold company image.
Education
High School -
Alexander Hamilton High School
Los Angeles, CASkills
- Functional knowledge of managing day-to-day operations of the facility
- Excellent customer service
- Outstanding time management
- Outstanding multitasking and organization
- Sales and event coordination
- Building rapport
- Outstanding verbal and written communication
- Training and mentoring
- Highly adaptable
- Strong attention to detail
- Hospitality service expertise
- Sales and marketing aptitude
- Creative Problem-Solving
- Phone and email etiquette
- Client relationship management
Certification
- Food Handlers Certification
- RBS Certification
- CPR Certification
References
References available upon request.
Timeline
Residence Concierge
Fairmont Century Plaza Hotel
10.2024 - Current
Resident Services Coordinator/Sales and Leasing Consultant
E&S Ring Property Management
10.2023 - 03.2024
In Room Dining Coordinator
Waldorf Astoria Hotel
01.2022 - 09.2023
In Room Dining Coordinator/ Server
Viceroy L'Ermitage Hotel
09.2019 - 03.2020
Host Lead
Mr.C Hotel
09.2016 - 07.2019
Front Office Receptionist
UCLA Campus
06.2012 - 01.2014
- Food Handlers Certification
- RBS Certification
- CPR Certification
High School -
Alexander Hamilton High School
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