Monica Hyatt
Homestead,FL
Summary
Hospitality leader possessing more than 10 years of experience in high end hotel brands and Residential vacation properties. I am extremely passionate and dedicated to delivering intuitive, luxury service and creating unique and personalized guest experiences. I have proven to be successful at creating and executing revenue generating initiatives and cutting costs without impacting 5 star service standards, quality and guest and tenant satisfaction.
Capable of driving company growth through creative and innovated revenue generating and up selling programs. I am adaptable to any environment and have the ability to lead and inspire teams to achieve both service and revenue goals.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Director of Residence
Marriott Autograph / PMG Vacation Rentals
Key Largo, FL
01.2021 - Current
- Handled on-call evenings and weekend maintenance emergencies throughout year to deliver crisis support and assist with guest needs.
- Coordinated pre-arrival and arrival experience for all Residence guests
- Detailed Inspection of all homes for readiness and cleanliness prior to guest arrival and handled last-minute corrections.
- Recruited, hired and trained vendors and maintenance staff
- Created, schedules, SOP's and ensured operations are maintained and service quality, safety and security are up to standards
- Coordinated weekly walk throughs of each home with maintenance and processed work orders as needed
- Assisted with booking process and upselling resort experiences and amenities
- Maintained budget, forecasting and implemented competitive rate strategies.
- Create and send weekly and monthly financial reports to ownership
Director of Front Office Operations
Onmi Hotels And Resorts
Pittsburgh, Pennsylvania
10.2017 - 10.2020
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
- Managed costs and billing and resolved financial discrepancies effectively through organizational management of account information.
- Established and updated work schedules to account for budget forecasts, changing staff levels and expected workloads and events.
- Supported Union employees with day-to-day work and complex problems by applying motivational and analytical strategies and training opportunities
- Oversaw, Front office staff including, doorman, valet, bell staff, front desk agents, concierge, PBX, loyalty manager, Housekeeping and maintenance, Guest services manager and Front Office managers
Front Office Manager
Viceroy Hotels and Resorts
Beverly Hills , West Hollywood CA, Aspen CO, Manhattan NY
04.2008 - 04.2017
- Consistently motivated staff to maintain 5 star, five Diamond and AAA attributes and achieve service and revenue goals.
- Designated Forbes Facilitator and trainer for Viceroy Beverly Hills.
- Developed and trained hotel colleagues to achieve desired career goals
- Opening Team for Viceroy New York, Colorado, Anguilla and re branding of Viceroy Beverly Hills
- Exceptional ability to maintain a positive attitude, handle conflict and confrontation
- Executed hotel loyalty, VIP program, Resiidence contracts service recovery and colleague on boarding program
- Managed and trained valet team, PBX, Guest Service Agents, Concierges and Bell Staff.
- Financial management experience (e.g. ability to analyze P&L statements and review) Strong knowledge of property management systems (e.g. Galaxy, Go Concierges, Hot sos, Time Saver, HOST and Opera)
Guest Service Agent
The Ritz Carlton
Las Vegas NV , Marina Del Rey CA
02.2006 - 05.2008
- Greeted, registered and assigned rooms to guests of hotels.
- Answered department telephone calls within 3 rings, using personalized greetings and 5 star telephone etiquette.
- Posted charges for rooms, food, liquor, or telephone calls, to ledgers manually or through Opera PMS and Micros
- Made and confirmed room and spa reservations.
- Maintaining AAA, Five Star Five Diamond attributes
- Supervise the Front Desk, Night Audit, Service Express, Concierge, Bell and Gift Shop teams. Duties include scheduling, keeping stock, implementing and maintaining brand operating standards. Recruiting and hiring. Guest communication and recovery.
- Recommended top dining and entertainment options for guests in Las Vegas and the Los Angeles area
- Created and update Group resumes
- Assisted Sales Team with setting up meetings, organizing network events
- Created group blocks and designated rooms for large groups
Education
High School Diploma -
Monrovia High School
Monrovia, CA06.1999
Associate of Arts -
Pasadena City College
Pasadena, CASkills
- Guest services
- Reservations and booking system experience
- Service-oriented
- Budgeting and cost control
- Luxury guest services
- Adaptability and responsiveness
- Staff training
- Inventory management systems
- Generating Revenue
- Service Recovery
- Hiring and Recruiting
- Productive networking and creating partnerships
- Strong knowledge of property management systems (eg Galaxy, Hot sos, Go Concierges, ALICE, Time Saver, Epitome, Opera ORS,PMS, Marsha and Liverez
- Microsoft applications such as Word, Excel, Outlook and Access
Certification
CPR/First Aid Training , City of Los Angeles 2016 Training provided by the Los Angeles Fire Department. Subjects include first aid, emergency response and earthquake preparedness.
Stephen R. Covey, 7 Habits of Highly Effective People, February 2012 Three day in-depth seminar focused on how to be a more effective person and leader. InThe 7 Habits of Highly Effective People Signature Program, participants learn how to: take initiative, balance key priorities, improve interpersonal communication, leverage creative collaboration, and apply principles for achieving a balanced life.
Ritz Carlton Mystique, designated leader of hotels newly implemented service recovery training program, March 2008.
Timeline
Director of Residence
Marriott Autograph / PMG Vacation Rentals
01.2021 - Current
Director of Front Office Operations
Onmi Hotels And Resorts
10.2017 - 10.2020
Front Office Manager
Viceroy Hotels and Resorts
04.2008 - 04.2017
Guest Service Agent
The Ritz Carlton
02.2006 - 05.2008
High School Diploma -
Monrovia High School
Associate of Arts -
Pasadena City College