Vivian Vasconcellos
Broomfield,CO USA
Summary
Energetic Director of Rooms Operations enthusiastic about developing managers and delivering superior service to every guest. Successful at overseeing implementation of programs and renovations. Managed small and large group focusing on quality of service and guest satisfaction. Driven leader with 15 years plus of experience in hospitality. Extensive understanding of leadership at the Front Office and Housekeeping Departments.
Dedicated to holding employees to excellent standards of customer service and maintaining relationships with guests. Detail-oriented team player with strong organizational skills.
Overview
23
23
years of professional experience
Work History
Delivery Associate
Amazon And Alpha Zulu Logistics LLC
2016.06 - Current
- Assisted management with interviewing, hiring and training.
- Demonstrated excellent problem-solving skills when faced with challenging circumstances without compromising the quality of work or customer satisfaction.
- Proactively identified potential issues affecting delivery success, taking corrective action as needed to maintain performance standards.
- Collaborated with team members to meet tight deadlines during peak delivery periods.
- Kept customers informed of any delays or issues with their deliveries, offering solutions when possible.
- Developed strong relationships with regular clients, personalizing interactions to enhance overall experience.
- Managed last-mile delivery logistics efficiently, ensuring timely completion of daily routes within specified timelines.
- Completed over 800 routes.
Sr. Rooms Operations Manager
Detroit Marriott at the Renaissance Center/General Motors HQ - 1,329 rooms
2014.07 - 2016.01
- 30 million rooms' renovation in 2014
- Finances: 2015 forecast net profit of 11%, 2014 net profit of 7%
- 2015 forecast sales of $63 million, 2014 YE $54 million
- 2015 forecast occupancy of 56%, 2014 YE 51.8%
- Continued development of on-boarding training for new managers and hourly staff
- 2015 QA results: total hotel operations 83.1%, Arrival 88%, Guest Services 82.1%
- Increased Engagement Survey by 8% - CBA/Union environment.
Office Manager
Dock-Trade LLC
2013.01 - 2014.07
- Responsible for family's business daily operations - import/export office.
- Developed and maintained successful relationships with vendors, suppliers and contractors.
Director of Rooms Operations
Philadelphia Marriott Downtown - 1,408 rooms
2011.09 - 2013.01
- Led 8 managers and 200+ indirect reports throughout Front Office and Housekeeping Departments
- Introduced group distribution to improve pre-planning and attention to details
- Introduced and coordinated the addition of a third floor to Concierge Level to exceed expectations of Rewards Loyal guests and to increase in room revenue
- Created Departure Letter to expedite and improve check out process
- Re-organized the housekeeping area to improve organization of supplies and ordering process
- Introduced process to audit phone calls to improve service in AYS area
- Improved Linen/Terry delivery process
- 2012 QA: Total hotel scored of 84.6%, Front Office: 92.7% and Housekeeping/Public Areas: 92.3%
- 2012 AOS: Increased Rooms Operations Leadership Excellence from 71% to 80%, FO from 70% to 75% and Housekeeping from 71% to 80%
- GSS scores YE: Arrival Experience: 77%, Room Completely Clean: 82.2%.
Front Office Manager
Denver Marriott City Center - 613 rooms
2008.04 - 2009.12
- Increased AOS - Leadership Excellence from 83% to 89%
- Finances: 2009 YTD wage savings of $54,000
- Increased 2009 GSS scores: Arrival Experience
- From 79.1% to 83.1%, Staff Service Overall from 80.8% to 82.8%
- Assisted in the total hotel QA score of 97% in 2008 and 2009
- Front Office scored 100%
- 2009 rooms' renovation
- Committee Member of the Corporate Elite Lobby Ambassador Program
- Introduced on-boarding training for new hires
- Implemented Generation Y driven back office area
- 2008 Democratic National Convention Host Hotel.
Director of Services
Denver Marriott City Center - 613 rooms
2010.01 - 2011.09
- Finances: Wage Savings: 5.7% YE to a budget of 5.4%
- Room profit: 79.1% YE to a budget of 76.1%
- GSS scores YTD: Room Completely Clean: 84.3%, Everything in Working Order from 84.8%
- 2010 Best Improved GSS - Room Completely Clean among Managed Full Service Hotels in Denver
- 2010 QA: Assisted in the total hotel score of 97%, HSKP Dept
- 100%, Guest Rooms/Public Areas scored 100%
- Introduced Recognition Program
- Implemented Inspections' Benefit Program
- Introduced the 1st Housekeeping Flea Market - $4,000 raised to donate to CMN
- 2010 Employee of the Year Nominee - American Hotel Lodging Association
- 2010 Leadership Excellence Special Award Recipient - Marriott International.
Assistant Front Office Manager
Detroit Marriott at the Renaissance Center/General Motors HQ - 1,329 rooms
2007.04 - 2009.12
- Increased AOS - Leadership Excellence from 50% to 58%
- FOM in charge from August to December 2007
- 2007 rooms' renovation
- Introduced on-boarding training to new Front Office associates
- 2007 QA results: total hotel operations 93%, Concierge, Business Center and AYS: 100% - Front Desk: 97%
- Member of Problem Resolution Committee
- 2007 and 2008 Detroit Auto Show
- Manager of the Month Award - September 2007.
Assistant Front Office Manager
JW Marriott Hotel on Pennsylvania Avenue - 772 rooms
2006.11 - 2008.04
- Managed all aspects of Front Office, which includes financial, productivity, controllable, payables, LMS, hiring, training and developing managers to their next level
- FOM in charge from December 2005 to April 2006
- 20 million room renovation in 2006
- 2005 AOS results: leadership index and work commitment: AYS from 83% to 87%, Front Desk from 85% to 89%, Concierge maintained 90%, Bellstand from 81% to 84%
- Created and coordinated Problem Resolution Committee using tracking tools
- GSS: Overall Satisfaction 2006 YTD = 81%
- 2006 QA results: total hotel scored 93%
- Front Desk, Concierge, AYS and Business Center scored 100%
- Member of Corporate Perfect Guest Arrival Committee
- 2006 National Governors Convention
- 2005/2006 Member of Government Affairs and Customer Events Business Councils
- 2006 Manager of the 1st Quarter Award.
Assistant Front Office Manager
JW Marriott Hotel on Pennsylvania Avenue - 772 rooms
2005.04 - 2006.11
- Managed all aspects of the Front Office, which includes financial, productivity, controllable, payables, LMS, hiring, training and developing managers to their next level
- FOM in charge from December 2005 to April 2006
- 20 million room renovation in 2006
- 2005 AOS results: leadership index and work commitment: AYS from 83% to 87%, Front Desk from 85% to 89%, Concierge maintained 90%, Bellstand from 81% to 84%
- Created and coordinated the Problem Resolution Committee using tracking tools
- GSS: Overall Satisfaction 2006 YTD = 81%
- 2006 QA results: total hotel scored 93%
- Front Desk, Concierge, AYS and Business Center scored 100%
- Member of Corporate Perfect Guest Arrival Committee
- 2006 National Governors Convention
- 2005/2006 Member of Government Affairs and Customer Events Business Councils
- 2006 Manager of the 1st Quarter Award.
Assistant Front Office Manager
Denver Marriott City Center - 613 rooms
2003.10 - 2005.04
- Manager on Duty supervising all associates in the hotel
- Responsible for solving all problems related to guests and associates satisfaction
- Responsible for hiring and training all Front Desk Managers, Supervisors and associates.
- 2004 Greatest Contribution to GSS Award - Front Office Team
- 2004/2005 George W. Bush, Presidential Inauguration Task Force - JW Marriott Pennsylvania Avenue.
- Managed room inventory to optimize revenue opportunities during high-demand periods.
- Increased repeat business through personalized guest interactions and exceptional service delivery.
Guest Services Manager
JW Marriott Hotel on Pennsylvania Avenue - 772 rooms
2002.09 - 2003.09
- Continued development of the Repeat Guest, VIP and problem resolution tracking programs Responded to all guests' complaints in a timely manner achieving complete guest satisfaction
- Involved in Corporate-committee developing Guestware Version 3.0, and the Marriott Rewards Program
- Focused on re-structuring the concierge lounge including food presentation, interior and concierge services, improving Elite Members satisfaction, increasing GSS scores
- QA results for concierge: 100% score
- 2003 National Governors Association Convention.
Guest Services Administrator/Rooms Controller
JW Marriott On Pennsylvania Avenue
2001.07 - 2002.09
- Developed and introduced a Repeat Guest Tracking Program to increase customer loyalty using Guestware
- Responsible for the Repeat Guest Program that includes personal attention to VIPs and Elite Rewards
- Developed the Repeat JW Marriott guest profile
- Created Problem Resolution Procedures
- Revised and reformatted the Daily Basic Packet to include VIP and Repeat Guests
- Managed the Front Desk during both AM and PM shifts
- 2002 National Governors Association Convention
- 2002 Associate of the Month Award.
Education
Bachelor of Science - Business Administration And Management
Guaratingueta College
Sao PauloSkills
- Front office and Housekeeping Operations
- Standard Operating Procedures
- Staff Training and Development
- Guest Satisfaction and Complaint Resolution
Languages
Portuguese
Native or Bilingual
English
Full Professional
Spanish
Limited Working
Timeline
Delivery Associate
Amazon And Alpha Zulu Logistics LLC
2016.06 - Current
Sr. Rooms Operations Manager
Detroit Marriott at the Renaissance Center/General Motors HQ - 1,329 rooms
2014.07 - 2016.01
Office Manager
Dock-Trade LLC
2013.01 - 2014.07
Director of Rooms Operations
Philadelphia Marriott Downtown - 1,408 rooms
2011.09 - 2013.01
Director of Services
Denver Marriott City Center - 613 rooms
2010.01 - 2011.09
Front Office Manager
Denver Marriott City Center - 613 rooms
2008.04 - 2009.12
Assistant Front Office Manager
Detroit Marriott at the Renaissance Center/General Motors HQ - 1,329 rooms
2007.04 - 2009.12
Assistant Front Office Manager
JW Marriott Hotel on Pennsylvania Avenue - 772 rooms
2006.11 - 2008.04
Assistant Front Office Manager
JW Marriott Hotel on Pennsylvania Avenue - 772 rooms
2005.04 - 2006.11
Assistant Front Office Manager
Denver Marriott City Center - 613 rooms
2003.10 - 2005.04
Guest Services Manager
JW Marriott Hotel on Pennsylvania Avenue - 772 rooms
2002.09 - 2003.09
Guest Services Administrator/Rooms Controller
JW Marriott On Pennsylvania Avenue
2001.07 - 2002.09
Bachelor of Science - Business Administration And Management
Guaratingueta College
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