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
Process improvements, Capital Spending, Strategic planning and execution
Recruitment
Client account management
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