Open To Work
Rachel Ortiz
Brooklyn
Summary
Results-driven service and operations executive with 10+ years of experience leading high-performing teams, managing client-facing operations, and driving service excellence within fast-paced hospitality environments. Proven success, building strong stakeholder relationships, improving operational performance, enhancing customer satisfaction, and developing engaged teams. Recognized for delivering measurable results through process improvement, workforce leadership, quality assurance, and data-driven decision-making.
Overview
9
9
years of professional experience
Work History
Director of Rooms
RESIDENCE INN BY MARRIOTT
01.2023 - Current
- Lead daily operations across Front Office, Housekeeping, and Guest Services, ensuring consistent service delivery and operational excellence.
- Build and maintain strong relationships with guests, internal stakeholders, and business partners through proactive communication and issue resolution.
- Analyze performance metrics, customer feedback, and operational reports to identify trends and implement continuous improvement initiatives.
- Increased customer satisfaction scores by 12% year-over-year through enhanced service recovery practices and quality assurance processes.
- Reduced operating costs by 10% through workforce optimization, productivity management, and process improvements.
- Recruit, train, mentor, and develop a team of 40+ employees and supervisors while fostering a culture of accountability and service excellence.
- Maintain compliance with brand standards, operational procedures, and quality assurance requirements.
Operations Manager
RESIDENCE INN BY MARRIOTT
01.2021 - 01.2023
- Oversaw daily operations supporting a high-volume service environment, ensuring seamless coordination between departments.
- Improved service response times by 20% through workflow enhancements and operational process improvements.
- Reduced customer complaints by 15% through proactive issue resolution, employee coaching, and service recovery initiatives.
- Monitored key performance indicators and operational trends to support leadership decision-making and performance improvement.
- Supported workforce planning, scheduling, training, and employee development efforts.
Housekeeping Manager
1 HOTEL BROOKLYN BRIDGE
01.2019 - 01.2020
- Directed service operations for a luxury hospitality property, maintaining audit scores exceeding 95%.
- Led a team of 30+ employees, overseeing staffing, training, performance management, and operational effectiveness.
- Implemented quality assurance initiatives that reduced service defects by 25% and improved overall operational consistency.
- Collaborated with cross-functional leaders to deliver exceptional guest experiences and support VIP service requirements.
Housekeeping Operations Manager
HOTEL EDISON
01.2017 - 01.2019
- Managed service operations for an 855 rooms property, overseeing workforce performance, quality assurance, and operational efficiency.
- Led a team of more than 200 employees while driving accountability, productivity, and service excellence.
- Increased quality inspection pass rates by 20% through structured auditing, coaching, and performance management programs.
- Reduced operational costs by 8% through labor optimization and improved resource management practices.
- Lowered customer service complaints by 18% through employee development and continuous process improvement initiatives.
Education
Associate of Applied Science (A.A.S.) - Tourism & Hospitality Management
Kingsborough Community College
Skills
- Client Relationship Management
- Service Delivery & Operational Excellence
- Team Leadership & Development
- Workforce Management
- KPI & Performance Measurement
- Quality Assurance
- Process Improvement
- Customer Experience
- Conflict Resolution
- Strategic Problem Solving
- Stakeholder Communication
- Operational Auditing
- Microsoft Office Suite
- Google Workspace
- Guest satisfaction
- Staff development
LEADERSHIP HIGHLIGHTS
- Improved customer satisfaction scores by 10–15% through service excellence initiatives, quality assurance programs, and employee coaching
- Reduced operational labor costs by 8–12% through workforce planning, scheduling optimization, and productivity management
- Led teams ranging from 30 to 200+ employees across multiple service functions in high-volume environments
- Maintained quality audit and compliance scores above 90% through operational oversight and process standardization
- Successfully managed operations supporting 90%+ occupancy environments while maintaining exceptional service standards
- Demonstrated success developing supervisors and frontline employees through mentoring, performance management, and training programs
- Improved service response times by 20% through workflow enhancements and operational process improvements
- Reduced customer complaints by 15% through proactive issue resolution, employee coaching, and service recovery initiatives
- Monitored key performance indicators and operational trends to support leadership decision-making and performance improvement
- Supported workforce planning, scheduling, training, and employee development efforts
Languages
Spanish
Native or Bilingual
Timeline
Director of Rooms
RESIDENCE INN BY MARRIOTT
01.2023 - Current
Operations Manager
RESIDENCE INN BY MARRIOTT
01.2021 - 01.2023
Housekeeping Manager
1 HOTEL BROOKLYN BRIDGE
01.2019 - 01.2020
Housekeeping Operations Manager
HOTEL EDISON
01.2017 - 01.2019
Associate of Applied Science (A.A.S.) - Tourism & Hospitality Management
Kingsborough Community College