PAULA NICOLAS
Los Altos,CA
Summary
Experienced hospitality and customer service professional with a proven track record of
enhancing customer satisfaction and streamlining operations. Skilled in event planning,
team leadership, and operational improvements. Known for a positive attitude and a
strategic approach to problem-solving, aiming to leverage extensive industry experience
to contribute to the success of a dynamic team.
Overview
18
18
years of professional experience
Work History
Assistant
CEO and Tech Co-Founder
Los Altos, CA
03.2021 - 04.2024
- Implemented efficient systems for archiving and safeguarding classified documents.
- Event Planning
- Manage Vendors and Construction
- Project Management
Front Office Manager
Hotel Los Gatos And Spa
Los Gatos, CA
04.2019 - 12.2019
- Implemented effective strategies to improve customer loyalty programs and enhance sales opportunities.
- Led meetings with team to cover standards, new projects and modifications to established procedures.
- Analyzed daily reports such as occupancy rate report, revenue report, labor, and sales.
- Resolved customer complaints promptly and efficiently while maintaining a professional demeanor at all times.
- Monitored front desk operations on a regular basis to identify areas for improvement or corrective action.
Office Manager
Swiss Post @ White & Case LLP
Palo Alto, California
03.2018 - 03.2019
- Answered phone calls, responded to emails, routed mail and coordinated courier services
- Conference scheduling, Calendaring, ordering, expense reports
- Led successful 3 day global attorney conference coordinating logistics, meals, and schedules for international attorneys.
Assistant General Manager
Enchante Boutique Hotel
03.2015 - 07.2017
- Assist GM in all hotel operations including creating the brand
- Assist with P&L and all financial reports
- Manage housekeeping and F&B department
Corporate Concierge
Google
03.2013 - 10.2015
- Facilitate all personal events for Engineers including travel, home improvement, parties, vacations, etc.
- Maintained knowledge of local attractions, events, and nightlife to offer current advice.
- Assisted employees with special requests, including floral arrangements and room decorations.
Front Desk Coordinator
Stanford University
09.2012 - 02.2013
- Provide information, high quality customer service, and problem-resolution resource for any Student Housing operations-related issue for residents, parents, conference guests, staff, and others within and outside the Stanford community
- Coordinate day-to-day operations, apply most effective business practices/procedures to maximize time management, efficiency, customer service, and support of Student Housing programs
Resort Assistant Manager
Four Seasons Resort Hualalai
09.2010 - 06.2012
- Manage Front of House departments including Front Desk, Concierge, Guest Services and point of contact for all guests
- Department Head Development Program Candidate
- Elected Co-chair Run For Hope 2011 (3-day charity fundraising event for Cancer)
- Manager on duty for March 11 Tsunami (hotel evacuated)
- Task Force Four Seasons Resort Maui
Hotel Assistant Manager
Four Seasons Hotel Los Angeles at Beverly Hills
11.2008 - 09.2010
- Provided cross-functional support as a representative for the hotel
- Planned and conducted daily executive morning meetings
- Managed front desk operations while overseeing Valet and Concierge departments
- Schedule, Payroll, Labor, Crisis/Guest Resolution
- Staff training and development
- Prepared and executed VIP arrivals with precision and attention to detail.
Front Desk Agent, Trainer, Supervisor, Relief Night Manager
Four Seasons Hotel Silicon Valley at East Palo Alto
01.2006 - 11.2008
- Multiple phones, reservations, handle arrivals/departures, copy/fax/scan, respond to emails, client correspondence, order/organize office supplies
- Filing, Guest complaints, Assemble Sales packets, Create/Edit inter office memos, Coordinate with other departments
- Organize multiple Manager’s appointment calendars
- Supervisory Program Candidate Business hotel catering to Silicon Valley’s elite
Education
Bachelor of Arts - English Literature
UCLA
01.1993
French
University of Aix-En-Provence
Skills
- Staff Training & Development
- Project Management
- Administrative Support
- Event Planning
- Schedule and calendar management
- Microsoft Office Suite
- Operations Support
- Conflict Resolution
References
Available upon request
Timeline
Assistant
CEO and Tech Co-Founder
03.2021 - 04.2024
Front Office Manager
Hotel Los Gatos And Spa
04.2019 - 12.2019
Office Manager
Swiss Post @ White & Case LLP
03.2018 - 03.2019
Assistant General Manager
Enchante Boutique Hotel
03.2015 - 07.2017
Corporate Concierge
Google
03.2013 - 10.2015
Front Desk Coordinator
Stanford University
09.2012 - 02.2013
Resort Assistant Manager
Four Seasons Resort Hualalai
09.2010 - 06.2012
Hotel Assistant Manager
Four Seasons Hotel Los Angeles at Beverly Hills
11.2008 - 09.2010
Front Desk Agent, Trainer, Supervisor, Relief Night Manager
Four Seasons Hotel Silicon Valley at East Palo Alto
01.2006 - 11.2008
Bachelor of Arts - English Literature
UCLA
French
University of Aix-En-Provence
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