STEVE ALTIDOR
Operations Professional
Philadelphia,PA
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
11
11
years of professional experience
Work History
Director of Operations
GEM Events
Brooklyn, NY
10.2020 - 10.2022
- Oversaw day-to-day production activities in accordance with business objectives.
- Defined, implemented and revised operational policies and guidelines.
- Monitor performance to proactively identify efficiency issues and propose solutions
- Coordinate support for all operations throughout the business
- Interview, hire, train, and mentor operations management team
- Provide regular performance updates to leadership team and implement Policy and Procedures to stay current
- Manage portfolio of current Community Organizers and Event Planners to maximize working together as team
- Create new sales process with introduction of CRM system to drive revenue and process for repeat business
- Work closely with CPA's during annual audits
- Direct all accounting functions including general ledger and credit
- Develop, build, and implement or customize policy and procedures to improve decision making in data and better service customers relation
- Monitored over 10 employees' day-to-day activities and made plans to rectify issues
Brand Ambassador
The Bellevue Hotel
Philadelphia, PA
01.2018 - 01.2020
- World of Hyatt Champion / Ranked #1 in overall customer service guest experience in region
- Increased monthly brand loyalty enrollment quota by 39% on average
- Build and maintain relationships with top tier guests to ensure guest satisfaction
- Promotes brand awareness for staff through presentations
- Monitors online presence of company's brand and engage with users, strengthened relationships
- Head of public relations for Rooms Division in regards to Hyatt's internal survey system (Medallia)
- Attend public events to promote brand awareness with resulting average of 25% in sales
- Executed brand activations to standards and with professionalism
Assistant Front Office Manager
The Bellevue Hotel
Philadelphia, PA
01.2013 - 01.2020
- Responsible for Daily Operations of 172 room 4-star style hotel
- Empower colleagues to provide excellent customer service by establishing clear guidelines in order to understand guest expectations
- Prepare and implement departmental SOP's (Standard Operating Procedures)
- Reduced customer issues by 20% with introduction of surveys and questionnaires
- Maintain departmental training records in line with corporate initiatives and compliance
- Responsible for addressing all guests concerns, providing service recovery and notifying corresponding departments
- Manage and prepare for multiple groups arrivals, monitoring check in check out patterns to ensure sell out efficiency
- Conduct interviews, hire and train new employees
- Oversee departmental scheduling and conduct monthly one on one meetings with direct reports, coaching and observing employees to maintain accountability
- Manage monthly P/L reports, annual and monthly budgets as well as weekly labor reports to successfully run department
- Work closely with Director of Operations and Front Office Manager, acting as Manager of Department in their absence
- Established close relationship with sales and events teams to ensure successful programs
Education
Bachelor of Science - Business Administration / Management
Cheyney University of Pennsylvania
Cheyney, PASkills
POS/PMS Systems, OPERA, HOTSOS, RESERVE, Micros, ServiceNow, Kronos, Microsoft, OpenTable, Social Media Management, and Photo mobile editing
Timeline
Director of Operations
GEM Events
10.2020 - 10.2022
Brand Ambassador
The Bellevue Hotel
01.2018 - 01.2020
Assistant Front Office Manager
The Bellevue Hotel
01.2013 - 01.2020
Bachelor of Science - Business Administration / Management
Cheyney University of Pennsylvania
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