SHALANI PINTO
Summary
Dynamic Senior Complex Human Resources & Training Quality Assurance Manager with luxury hotel management experience at Waldorf Astoria Orlando. Expert in training and development, I drive team engagement and retention initiatives, enhancing morale and compliance. Proven ability to analyze HR data for strategic decision-making while fostering a culture of excellence and guest satisfaction.
Overview
12
12
years of professional experience
Work History
Senior Complex Human Resources & Training Quality Assurance Manager
Waldorf Astoria Orlando & Signia by Hilton Bonnet Creek
01.2022 - Current
- Company Overview: An award-winning complex with 1,300 team members, a total of 1,510 guestrooms, 10 restaurants and bars, 2 resort-style pools, a spa, a championship golf course, and a shared conference center consisting of over 203,000 square feet of meeting space.
- Guide department leaders through employee relations matters, including investigations, coaching, disciplinary action, and terminations, ensuring fairness and legal compliance.
- Manage FMLA, ADA, and Workers' Compensation cases, ensuring compliance, documentation accuracy, and timely communication.
- Prepare and administer progressive discipline and corrective actions in alignment with Hilton standards and documentation protocols.
- Ensure equitable and respectful treatment of team members in accordance with Hilton’s ethical, diversity, and inclusion guidelines.
- Lead engagement and recognition initiatives, including year-round celebrations, retention strategies, and brand-aligned events to boost morale and team culture.
- Create and maintain a Retention Toolkit to help leaders recognize and retain high-performing talent across departments.
- Chair of Signia Strong Committee, a property-wide team member engagement and relations initiative.
- Spearhead Forbes service training, contributing to the resort’s Forbes Four-Star Rating.
- Develop and facilitate new hire orientation tailored to brand personality for both Waldorf Astoria and Signia by Hilton.
- Design and deliver a Train-the-Trainer certification course for departmental trainers.
- Create and implement lesson plans and learning strategies aligned with adult learning theory and company standards.
- Analyze HR data to identify trends, ensure compliance, and support proactive decision-making.
- Conduct regular audits of employee files to ensure accuracy, policy adherence, and regulatory compliance.
- Maintain active certification in Forbes Service Standards and Train the Trainer programs.
Front Office Manager
Signia by Hilton Orlando Bonnet Creek
03.2021 - 01.2022
- Ownership of guest experience including service recovery and emergency situations.
- Managed room inventory in order to maximize daily revenue and increase team upsells.
- Mentor and advise a team of 50 individuals in positions such as; bell services, front desk, concierge, pre-arrival, etc.
- Present documentation and performed coachings to team members as needed for accountability.
- Continuous training & development with team members to improve skillset and guest service levels.
- Responsible for auditing and reporting hotel upsell revenue.
- Led daily stand-up meetings with department heads to communicate key information for operational success.
- Ownership of responding to guest emails, guest satisfaction surveys, and online reviews – analyze real-time guest feedback to make operational improvements.
Front Office Supervisor
Signia by Hilton Orlando Bonnet Creek
03.2019 - 03.2021
Food & Beverage Supervisor
Signia by Hilton Orlando Bonnet Creek
03.2018 - 01.2019
- Lead a team of 34 servers, 5 hostess, and 1 bartender, and 2 food runners.
- Conducted monthly one on ones to all team members.
Front Office Guest Service Agent / Lead Trainer
Signia by Hilton Orlando Bonnet Creek
01.2017 - 01.2018
Food & Beverage Trainer - Disney’s Port Orleans Riverside
Walt Disney Company
01.2016 - 01.2017
Assistant Store Manager
American Eagle/Aerie
01.2013 - 01.2016
Education
Degree of Study - Communications
Pasco Hernando State College
Skills
- Luxury Hotel Management Experience
- Workers' Compensation
- Training & Development
- Big-Box Hotel Management Experience
- Scheduling & Labor Analysis
- Strategic Planning & Goal Setting
- Quality Assurance & Standards Compliance
- Guest Relations & Problem Resolution
- Team Building & Morale Impact
Timeline
Senior Complex Human Resources & Training Quality Assurance Manager
Waldorf Astoria Orlando & Signia by Hilton Bonnet Creek
01.2022 - Current
Front Office Manager
Signia by Hilton Orlando Bonnet Creek
03.2021 - 01.2022
Front Office Supervisor
Signia by Hilton Orlando Bonnet Creek
03.2019 - 03.2021
Food & Beverage Supervisor
Signia by Hilton Orlando Bonnet Creek
03.2018 - 01.2019
Front Office Guest Service Agent / Lead Trainer
Signia by Hilton Orlando Bonnet Creek
01.2017 - 01.2018
Food & Beverage Trainer - Disney’s Port Orleans Riverside
Walt Disney Company
01.2016 - 01.2017
Assistant Store Manager
American Eagle/Aerie
01.2013 - 01.2016
Degree of Study - Communications
Pasco Hernando State College