NATALIA ROVIRA
Fort Lauderdale,FL
Summary
Honest, communicative, ambitious, self-driven leader that is continuously learning to improve. Seeking a varied role that will allow me to consolidate both my education and professional background, expand my knowledge and provide opportunities for personal and professional growth.
Overview
5
5
years of professional experience
Work History
Guest Experience Manager - Dept. Head
Pier Sixty Six Resort
05.2024 - Current
- Hotel opening
- 325 rooms
- 12 F&B outlets and conference area
- Created OS&E list and budget for hotel opening
- Defined Guest Experience standards hand in hand with senior management to establish hotel's standards
- Established Pre- Opening training development plan for team members
- Drafted and refined guest service manuals, checklists, and procedures to maintain consistency and highest of standards
- Team recruitment and development
- Inclusive of hiring, training, orientation and cultural integration to ensure team aligns with hotel values, standards and understands the importance of luxury experience
- Collaborated with other departments to ensure all guest service touch points were optimized
- Established partnership with local luxury service providers
- Built guest experience and VIP communication standards and protocols to ensure guest needs are promptly addressed
- Reviewed upcoming VIP and ownership reservations to ensure all special request are taken care of.
Senior Housekeeping Manager
Four Seasons The Surf Club
10.2023 - 04.2024
- Trained and mentored junior housekeeping staff, improving their skills and performance levels
- Managed scheduling for housekeeping staff to ensure adequate coverage during peak hours or special events, maintaining optimal service levels
- Oversaw daily room assignments for the entire housekeeping team to maximize efficiency while maintaining high-quality results
- Conducted regular performance reviews for housekeeping staff, providing constructive feedback and identifying areas for improvement or growth opportunities
- Resolved guest issues promptly by addressing concerns related to room cleanliness or maintenance needs professionally and courteously
- Collaborated with hotel management to improve the overall guest experience by addressing specific concerns related to housekeeping services
- Placed orders for housekeeping supplies and guest toiletries
- Conducted regular room inspections to verify compliance with housekeeping standards
Private Club Manager
The Surf Club Private
02.2023 - 10.2023
- Handle all member request with the highest level of hospitality and in a timely manner
- Completed opening and closing procedures ensuring next day operation
- Assist with creating hotel reservation for members
- Communicate and coordinate with different departments to ensure members and their guest are taken care of
- Complete requisitions, stock office supplies and all areas are in orderly manner
- Perform other tasks or projects assigned by Club Ownership
- Schedule staff shifts to meet business demands
Guest Experience Manager - Dept. Head
Four Seasons The Surf Club
10.2022 - 03.2023
- Reviewed all arrivals up to 3-5 days ahead to ensure guest preference were met
- Arranged special amenities based on reason for stay to create memorable experience and a great arrival experience
- Assisted guest and top VIP guest with any special request
- Arranged surprise amenities for all In House guest during the holidays to create a lasting memory
- Answered multi phone line phone system to respond to inquiries and transfer calls to correct departments and personnel
- Assisted in resolving any issues guest might have experienced Develop and maintained positive relations with guests
Assistant Front Desk Manager
Four Seasons The Surf Club
10.2021 - 10.2022
- Prepared weekly employee work schedules to meet operational needs
- Trained new staff on correct procedures, compliance requirements and performance strategies
- Checked guests in & out of the hotel, made reservations and processed payments
- Introduced customers to resort amenities with pleasant and helpful demeanor
- Completed employee appraisals to conduct annual reviews
- Worked with housekeeping team to resolve issues or questions
- Covered Overnight shifts and ensure hotel audit was executed
- Created and completed operational reports needed for next day
Housekeeping Manager
Four Seasons The Surf Club
05.2020 - 10.2021
- Company Overview: 102 room property / 5 Star Forbes property
- Assigned housekeeping staff to specific shifts and room blocks based on abilities and daily requirements
- Completed schedule, shift reports, and other business documentation
- Drove improvement to workflow and room turnover with hands-on, proactive management style
- Managed team productivity and workflow to exceed quality standards
- Managed staff of 50+ housekeepers
- Trained staff in Lead with Care standards
- Trained and motivated the team to ensure company and Forbes standards were met
- Assisted and supervised laundry team
- 102 room property / 5 Star Forbes property
Assistant Housekeeping Manager
Four Seasons Dallas Resort & Club
10.2019 - 05.2020
- Company Overview: 430 room property, 25 conference rooms, private club and 2 golf courses
- Assisted Senior Director of HSK with daily management
- Lead the department in the absence of the Director
- Assigned housekeeping staff to specific shifts and room blocks based on abilities and daily requirements
- Worked with front desk to respond promptly to all guest requests
- Completed schedules, shift reports, and other business documentation
- Communicated repair needs to maintenance staff and planned PRP
- Assisted with purchase orders for HSK supplies and guest supplies
- Investigated guest complaints and resolved issues to increase customer satisfaction and establish trust
- Conducted regular rooms inspections to verify compliance with housekeeping standards
- Prepared reports and schedules with accuracy
- Increased employee performance through effective supervision and training
- Manage laundry sorting, washing, drying and ironing process
- 430 room property, 25 conference rooms, private club and 2 golf courses
Education
Bachelor of Science - Liberal Studies
Pontificial Catholic University of Puerto Rico
05.2024
Skills
- Microsoft Office Suite
- Interpersonal Relations
- Quick-Learner
- Highly Dependable
- Teamwork
- Excellent Attention to Detail
- Proactive
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Guest Experience Manager - Dept. Head
Pier Sixty Six Resort
05.2024 - Current
Senior Housekeeping Manager
Four Seasons The Surf Club
10.2023 - 04.2024
Private Club Manager
The Surf Club Private
02.2023 - 10.2023
Guest Experience Manager - Dept. Head
Four Seasons The Surf Club
10.2022 - 03.2023
Assistant Front Desk Manager
Four Seasons The Surf Club
10.2021 - 10.2022
Housekeeping Manager
Four Seasons The Surf Club
05.2020 - 10.2021
Assistant Housekeeping Manager
Four Seasons Dallas Resort & Club
10.2019 - 05.2020
Bachelor of Science - Liberal Studies
Pontificial Catholic University of Puerto Rico
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