Nicole Cortes
Palm Desert,CA
Summary
Experienced hospitality leader with a passion for delivering exceptional, personalized service and driving operational excellence. I am excited to bring my expertise in guest services, team leadership, and strategic operations to the Artisan Club Member Services Guest Experience Manager role at Cotino, fostering meaningful member relationships and leading a team dedicated to creating distinctive, memorable experiences that reflect the legacy of Disney service.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Executive Assistant to VP
Marriott Vacations Worldwide
01.2024 - Current
- Lead cross-functional initiatives to enhance service excellence for 4 regional brands by analyzing GSS (Guest Satisfaction Survey) data to identify key opportunities for improvement.
- Collaborate with senior leadership to streamline communication strategies and maximize operational efficiency, including staffing, purchasing, and reporting.
- Organize and manage annual conferences within budget while maintaining a focus on high0quality service and attendee satisfaction.
- Create digital content for regional webinars, ensuring effective communication of programs and initiative guidelines for General Managers to align with operational goals.
- Processed travel expenses and reimbursements for executive team and senior management group.
- Screened calls and emails and initiated actions to respond or direct messages for managers.
- Handled confidential and sensitive information with discretion and tact.
- Used advanced software to prepare documents, reports, and presentations.
Resort Operations Manager
Marriott Vacations Worldwide
03.2021 - 01.2024
- Led a team of 10+ associates, coaching them to deliver high-level, personalized service while exceeding guest expectations and resolving complex service issues.
- Managed daily operations, including staffing, scheduling, and payroll, to ensure smoother member and guest experiences.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Identified and resolved unauthorized, unsafe, or ineffective practices.
- Provided ongoing training and recognition to team members, promoting a culture of excellence, collaboration, and customer satisfaction.
- Oversaw the Front Office and Security departments to ensure safety protocols and standards were met, in line with service goals.
Guest Services Manager
Wyndham Destinations
03.2019 - 03.2021
- Oversaw 20+ associates within the Front Desk and Activities departments.
- Monitored day to day operations ensuring effective communication with guests, owners, and associates to meet service excellence targets.
- Trained and coached team members on handling guest concerns and enhancing service delivery through personalized experiences.
- Managed daily shift schedules, staffing levels, and inventory, while maintaining a focus on budget control and cost effective operations.
- Assigned work to staff, set schedules, and motivated strong performance in key areas.
- Attended to customer needs, responding to questions, complaints and escalations.
Bartender
Disney's Contemporary Resort
05.2018 - 02.2019
- Created memorable experiences with guests while on stage.
- Kept bar presentable and well-stocked to meet customer needs.
- Followed alcohol awareness procedures for preventing excessive guest intoxication.
- Obtained cash bank and stocked service bar to prepare for daily operation.
- Organized bar inventory and storage procedures to keep stock within optimal levels and meet expected customer demands.
- Served a high volume of handcrafted beverages to customers during special events, nights, and weekends.
- Performed opening and closing duties, printing sales reports, setting up for incoming shift, preparing cash drawers, and taking inventory.
Education
Associate of Science - Business Administration
Monroe Community College
Henrietta, NY05-2016
Skills
- Exceptional communication
- Emotional Intelligence
- Leadership
- Organization
- Team management
- Innovation and creativity
Certification
- Shallow Water Lifeguarding
- First Aid/CPR Certified
- Certified Lodging Security Officer | American Hotel & Lodging Association
Timeline
Executive Assistant to VP
Marriott Vacations Worldwide
01.2024 - Current
Resort Operations Manager
Marriott Vacations Worldwide
03.2021 - 01.2024
Guest Services Manager
Wyndham Destinations
03.2019 - 03.2021
Bartender
Disney's Contemporary Resort
05.2018 - 02.2019
Associate of Science - Business Administration
Monroe Community College
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