SURAIA PINTO
Summary
Dynamic and results-oriented leader with a strong track record in optimizing operations, strategic planning, and risk management. Expertise in enhancing customer service and performance monitoring, along with effective budget and resource management. Demonstrated proficiency in employee training, staff recruitment, and emergency response, contributing to sustainable business growth and operational excellence. Committed to fostering a collaborative team environment that drives success and innovation.
Overview
7
7
years of professional experience
Work History
Manager of Operations
Hilton Hotels USA
02.2022 - 03.2025
- Managed daily operations of the organization, including directing personnel, budgeting, planning, organizing and scheduling activities.
- Conducted regular staff meetings to discuss operational issues and provide feedback on performance.
- Provided employees with guidance in handling difficult problems or in resolving escalated complaints or disputes.
- Oversaw and approved the ordering of necessary operational supplies and equipment for grounds, maintenance, and housekeeping.
- Negotiated contracts with suppliers to secure favorable terms.
- Prepared staff work schedules and assigned specific duties.
- Collaborated with other departments to maintain smooth operations throughout the hotel.
- Monitored daily operations including housekeeping, engineering, front desk, food and beverage services.
- Inspected guest rooms, public areas, and grounds for cleanliness and appearance.
Front Office Manager
Kimpton Hotels USA
02.2019 - 08.2020
- Managed front office operations, including scheduling staff and assigning tasks.
- Maintained accurate records of all transactions, bookings, and payments.
- Trained new employees in customer service practices and policies.
- Ordered supplies and maintained inventory control, minimizing unnecessary expenses.
- Analyzed front office data to identify opportunities for improvement.
- Trained new employees in product knowledge, customer service protocols, cash handling procedures, and safety regulations.
- Recruited qualified candidates for various positions within the hotel organization.
- Ensured compliance with local health codes and safety regulations while managing foodservice operations.
- Performed administrative tasks such as preparing reports, conducting audits, and resolving guest complaints.
- Negotiated contracts with suppliers to secure favorable terms for purchases.
- Tracked sales performance metrics on a weekly basis and implemented strategies for improvement.
- Managed daily operations of the hotel, including staff scheduling and payroll processing.
- Established relationships with corporate clients in order maximize repeat business opportunities.
- Coordinated with other departments to ensure hotel events ran smoothly.
Assistant Manager
Marriott Hotels USA
11.2017 - 02.2019
- Trained new employees in product knowledge, customer service protocols, cash handling procedures, and safety regulations.
- Oversaw the maintenance of all equipment in order to prevent downtime or malfunctions.
- Tracked sales performance metrics on a weekly basis and implemented strategies for improvement.
- Managed daily operations of the hotel, including staff scheduling and payroll processing.
Education
BBA - Business Administration And Management
Portland State University
Portland, ORAssociate of Science - English-as-a-Second-Language Education
Portland Community College
Portland, ORHigh School Diploma -
Jefferson High School
Portland, ORSkills
- Effective problem resolution
- Strategic decision-making
- Service excellence
- Risk analysis expertise
- Performance assessment analysis
- Long-term planning
- Supply tracking
- Employee onboarding and training
- Talent acquisition
- Emergency preparedness
- Operational leadership
- Strategic business development
LANGUAGES
Portuguese - Native
English - Bilingual
Spanish - Bilingual
Timeline
Manager of Operations
Hilton Hotels USA
02.2022 - 03.2025
Front Office Manager
Kimpton Hotels USA
02.2019 - 08.2020
Assistant Manager
Marriott Hotels USA
11.2017 - 02.2019
BBA - Business Administration And Management
Portland State University
Associate of Science - English-as-a-Second-Language Education
Portland Community College
High School Diploma -
Jefferson High School
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