TIFFANY LAL
Bronx
Summary
Over 13 years of experience in the hospitality industry, specializing in front office operations and management. Proven ability to enhance guest interactions, driving customer loyalty and satisfaction. Committed to leveraging expertise to improve workflows and operational efficiency. Focused on continuous professional growth and development within the field.
Overview
11
11
years of professional experience
Work History
Guest Service Agent
Margaritaville Resort Time Square NYC
New York
2023.03 - Current
- Monitored daily operations of front office team, overseeing check-in and check-out procedures for third party bookings and VIPs to ensure seamless guest experiences.
- Responded to guest emails and inquiries, providing timely resolutions to enhance guest satisfaction.
- Trained new staff on operational procedures and customer interaction skills to improve service quality.
- Balanced daily financial transactions, maintaining accuracy in reports
Assisant Front Office Manager
Iroquois New York Hotel
New York City
2021.04 - Current
- Established workflow processes, monitored productivity, and modified operations to enhance effectiveness of personnel and activities.
- Implemented new training programs for administrative personnel on office operations and latest technologies.
- Coached employees on daily tasks and complex issues to facilitate problem-solving.
- Developed efficient and dependable administrative team through ongoing coaching, motivation, and support for career advancement.
Front Office Manager
New York Hotel Pennsylvania
New York City
2019.10 - 2020.03
- Led and motivated Guest Reception colleagues through training, daily objective communication, performance evaluations, and disciplinary actions to uphold service and productivity standards.
- Make decisions and take action based on previous experience and good judgment, sometimes revising approach to accommodate unusual situations.
- Managed housing logistics for airline crew members, including creating manifests and assigning rooms.
Guest Service Supervisor
The Ameritania Hotel/Moderne Hotel NYC
New York City
2018.06 - 2019.10
- Directed front desk operations to enhance hotel reputation, improve staff productivity, and ensure operational efficiency
- Developed and implemented strategies to improve guest experiences and build loyalty.
- Hired, managed, and trained staff while establishing and monitoring performance goals and conducting reviews
- Communicating with all departments regarding in house VIPs and any special requests or needs
- Audit surrounding area hotels daily for status of rooms, rates, discount rates and packages. Maintain current list of available locations for walk situations.
Guest Service Agent
Residence Inn by Marriott / Courtyard by Marriott Yonkers
Yonkers
2017.08 - 2018.05
- Coordinated room status updates with housekeeping by notifying them of check outs, late checkouts, early check-ins, special requests, and day use rooms to ensure seamless guest experiences.
- Ensures guest safety by following established security procedures including fire/tornado procedures, key security and guest privacy..
- Generated daily reports on guest numbers, accounting expenses, income, and room service usage to inform management decisions.
Guest Service Agent
Springhill Suites by Marriott Tarrytown Westchester
Tarrytown
2015.08 - 2017.08
- Check-in/check-out hotel guests courteously and efficiently
- Managed inquiries related to guest relations, effectively communicating with guests to resolve issues while adhering to quality assurance expectations and Marriott standards.
- Coordinated activities of front desk, reservations, guest service, and telephone areas to ensure smooth operations.
- Maximized room occupancy by analyzing daily status reports to inform strategic decisions.
Education
MBA - Hospitality And Tourism Management
Florida Atlantic University
Boca Raton, FL2022-03
Bachelor's Degree - Hospitality Marketing And Management
The College of Westchester
White Plains, NY2018-01
Internship Hotel and Resort Operations - Hotel and Resort Operation Management
Hilton Westchester
Port Chester, NY2018-01
Associates Degree - Hotel Administration
The College of Westchester
White Plains, NY2017-01
Skills
- POS Terminal Management Operation (PMS)- Marriott System Marsha and Fosse, Oracle Hospitality Opera Full Service System, Opera Cloud, Alice Hotel Operation Staffing Application, Nuvola Hospitality Platform, Nor1 upsell platform Helix Program, ONQ Hilton PMS, Shift 4 Payments (LTM) Lighthouse transaction manager,
- Multitasking in fast-paced environments
- Computer Literacy - Microsoft Word, Excel, PowerPoint and Outlook, SharePoint
- Team collaboration with management
- Microsoft Office proficiency
- Customer relationship management
- Ability to multitask and work in a fast paced environment
- Great time management skills; very organized
- A team player with the ability to work well with all levels of management
- Excellent verbal, written and Listening & interpersonal communication skills
Certifications
- American Hotel & Lodging Educational Institute Certified Hospitality Supervisor (CHS)
- American Hotel & Lodging Educational Institute Hospitality Manager: Leadership Certificate (HML)
- American Hotel & Lodging Educational Institute Certified Hotel Administrator (CHA)
Additional Information
- President's List, Honor Roll
- Member of Phi Theta Kappa International Honors Society
- Member Sigma Beta Delta International Honors Society
Timeline
Guest Service Agent
Margaritaville Resort Time Square NYC
2023.03 - Current
Assisant Front Office Manager
Iroquois New York Hotel
2021.04 - Current
Front Office Manager
New York Hotel Pennsylvania
2019.10 - 2020.03
Guest Service Supervisor
The Ameritania Hotel/Moderne Hotel NYC
2018.06 - 2019.10
Guest Service Agent
Residence Inn by Marriott / Courtyard by Marriott Yonkers
2017.08 - 2018.05
Guest Service Agent
Springhill Suites by Marriott Tarrytown Westchester
2015.08 - 2017.08
MBA - Hospitality And Tourism Management
Florida Atlantic University
Bachelor's Degree - Hospitality Marketing And Management
The College of Westchester
Internship Hotel and Resort Operations - Hotel and Resort Operation Management
Hilton Westchester
Associates Degree - Hotel Administration
The College of Westchester