Richard Gutierrez
Brooklyn,NY
Summary
Culturally competent with hands-on experience in business operations, pre-opening, guest relationship management, and information technology such as LightSpeed, Opera, and FOSSE. Organized with exceptional follow-through abilities and a comprehensive grounding in hotel management with over 6 years of experience. Providing advice on marketing, labor and sales, and social media issues. Provide technical and guest service training. Experience in building, mentoring, motivating, and leading team members. Assisted in developing policies that contributed to a productive and positive environment. A keen instinct for problem-solving resulting in the complete team and guest satisfaction. Detail-oriented and resourceful in completing projects. Ability to multi-task efficiently. Able to work well under pressure. Minimal supervision is required due to strong willpower. Confidence to achieve extraordinary levels of success.
Overview
6
6
years of professional experience
Work History
Night Audit Manager
AC Hotel New York Times Square
New York, NY
07.2019 - 07.2020
- Investigated auditing discrepancies by reconciling cash drop and credit card transactions.
- Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
- Collected room deposits, fees and payments.
- Liaised with housekeeping and maintenance staff to address requests and complaints made by guests.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Delivered above-and-beyond service to guests by making outside venue reservations and setting up tours.
- Helped employees with day-to-day work and complex problems by applying motivational and analytical strategies
- Achieved quality results by leading front office agents through training, communication, and empowerment
- Developed and implemented office management procedures, increasing training efficiency, team productivity and accuracy
- Trained team members on new hotel services and products to support promotional efforts
- Established efficient workflow processes, monitored daily productivity and implemented modifications to improve overall effectiveness of personnel and activities
- Established and updated work schedules to account for changing staff levels and expected workloads
- Goes above and beyond to assist guest needs and meet expectations while using L.E.A.R.N method
- Bought in average $60,000 in revenue per month.
- Consistently met budget targets and quality standards by proactively leading team members and monitoring operations
- Evaluated and identified ineffective workflow processes, implements solutions to improve productivity and personnel performance
- Managed team of 40 guest service agents, breakfast ambassadors, bell staff and bartenders, promoting positive work environment through effective communication, active engagement and hands-on assistance
Overnight Manager/Night Auditor/Front Desk Agent
Aloft New York Brooklyn Hotel
Brooklyn, NY
11.2016 - 12.2018
- Acknowledge all Starwood Preferred Guest and Marriott Members at every level and enrolled new guest into SPG Program
- Lead fellow team members in implementing new procedures and services to ensure quick turnaround of guest service ratings; Built strong relationships and liaise with all other department's especially housekeeping and reservations
- Maintain accurate accounting of all funds. Responsible for cash float throughout shift and ensure balances are correct at end of day; Brought in average of $17,000.00 in revenue per month.
- Ensures safety by following guest check in and security procedures and reporting suspicious activity to security and management
- FSD Certification
Front Office Manager
Hotel BPM
Brooklyn, NY
06.2013 - 04.2016
- Manage total customer experience from start to finish
- Maintain open communication with housekeeping to ensure guest rooms are vacant and ready for cleaning
- Assist management with scheduling staff and other duties as assigned, requested or deemed necessary by management
- Maintain customer loyalty by reaching fair and equitable solutions to discrepancies and complaints, and ensure hotel charges are processed diligently to guest accounts by responding promptly to challenging situations with calm and friendly demeanor
- Supervise daily shift process ensuring all team members adhere to standard operating procedures
- Perform dual duty as Night Auditor and Housekeeping Director
- Interpreted management directives to define and document administrative staff processes
- Maintain accurate accounting of all funds. Responsible for cash float throughout shift and ensure balances are correct at end of day; Brought in average of $10,000.00 in revenue per month.
Education
High School Diploma -
School For International Studies
Brooklyn, NY2008
Skills
- Extremely Organized
- Strong Verbal and Written Communication
- Staff Development, Management, and Training
- Self-motivated
- Budgeting and Finance
- Conflict Resolution
- Powerful Negotiator
- Project Management
- Team Leadership
- Team Liaison
- Customer Service
- Brand Management
- POS Systems Including LightSpeed, Opera, Night Watch, & Fosse
- Microsoft Word, Excel, Power-point
- Problem Anticipation and Resolution
- Adaptable to Changing Conditions
- Credit Card Transaction Processing
Timeline
Night Audit Manager
AC Hotel New York Times Square
07.2019 - 07.2020
Overnight Manager/Night Auditor/Front Desk Agent
Aloft New York Brooklyn Hotel
11.2016 - 12.2018
Front Office Manager
Hotel BPM
06.2013 - 04.2016
High School Diploma -
School For International Studies
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