ZAILLY LAZO
Weehawken,NJ
Summary
A dynamic and dedicated professional with extensive experience in hotel management and operations. Seeking to leverage expertise in team leadership, customer service, and operational efficiency to contribute to the success of progressive organization.
Overview
9
9
years of professional experience
Work History
Operations Manager
Courtyard by Marriott Jersey City Newport
Jersey City
05.2018 - Current
- Conduct cleanliness inspections to improve GSS scores and ensure compliance with Marriott standards.
- Perform daily room inspections using the room inspector app.
- Lead, motivate, and train a department of 30+ employees.
- Collaborate with the assistant general manager and general manager to maintain hotel compliance with Marriott Standards.
- Maintain inventory control within budget for laundry, linen, and cleaning supplies.
- Address and resolve guest needs and issues promptly.
- Evaluate, counsel, motivate, and coach employees.
- Adhere to all company,safety, and security policies and procedures.
- Facilitate new employee training and orientation programs.
- Support bistro, engineering, and front desk departments as needed.
Housekeeping Manager
Courtyard by Marriott, Edgewater NJ
Edgewater
12.2017 - 05.2018
- Conduct cleanliness inspections to improve GSS scores and comply with Marriott Standards
- Lead, motivate, and train a department of 20+ employees.
- Ensure hotel compliance with Colwen and Marriott standards in collaboration with management.
- Manage inventory and budget for laundry and linen supplies.
- Address and resolve guest needs and issues promptly.
- Evaluate, counsel, motivate, and coach employees.
- Adhere to all company, safety, and security policies and procedures.
- Facilitate new employees training and orientation programs.
Housekeeping Supervisor
Courtyard by Marriott, Edgewater NJ
Edgewater
01.2017 - 12.2017
- Support the Housekeeping Manager in departmental operations.
- Supervise 18 housekeepers and housemen, coordinating work schedules and project assignments.
- Inspect guest rooms and public areas to ensure quality standards.
- Report maintenance issues, safety hazards, accidents, or injuries to senior managers.
- Manage inventory and order supplies accordingly.
- Respond to guest requests and concerns to ensure satisfaction.
- Generate monthly reports for management.
- Organize team-building functions and activities for the department.
Front Desk Agent
Courtyard by Marriott, Edgewater NJ
Edgewater
04.2016 - 01.2017
- Welcome and acknowledge guests, ensuring a positive first impression.
- Anticipate and address guests service needs.
- Communicate clearly and professionally with guests and co-workers.
- Process check-ins, checkouts, and payments efficiently.
- Address guest calls, messages, requests, and concerns promptly.
- Coordinate with housekeeping to track room readiness.
- Provide directions and information about the property and local area.
- Run daily reports and ensure accuracy.
Guest Service Representative
Marriott Courtyard, Mahwah, NJ
Mahwah
05.2015 - 05.2016
- Process payments and update guest bulls.
- Answers inquiries about hotel services and registration.
- Maintain records or room availability and guest accounts.
- Handle guest queries and complaints efficiently.
- Attend training courses and assist in training night members.
- Set up and maintain the bar/restaurant area, process payments, and balance transactions
- Perform night audit duties, balancing hotel and restaurant transactions.
Education
Associates Degree- Applied Science Liberty Arts -
Saint Peter’s College- Jersey City, NJ
01.2005
Associates in Applied Science- Liberty Arts -
Hudson Community College- Jersey City, NJ
01.2004
Skills
- Bi-Lingual Spanish/English
- Excellent communication skills
- Strong decision-making capabilities
- Budget management
- Proficient in all Microsoft applications (Word, Excel, and PowerPoint)
- Proficient with Fosse and Micros software
- CPR certified
Awards
2016 Employee of the Year Awarded on January 2017 by Colwen Management
Accomplishments
- Scored 95% for Marriott 2024 Associate Voice Leadership and Engagement Survey.
- Leadership Commitment of the week Badge Awarded by June 2024 by Regional Manager
Timeline
Operations Manager
Courtyard by Marriott Jersey City Newport
05.2018 - Current
Housekeeping Manager
Courtyard by Marriott, Edgewater NJ
12.2017 - 05.2018
Housekeeping Supervisor
Courtyard by Marriott, Edgewater NJ
01.2017 - 12.2017
Front Desk Agent
Courtyard by Marriott, Edgewater NJ
04.2016 - 01.2017
Guest Service Representative
Marriott Courtyard, Mahwah, NJ
05.2015 - 05.2016
Associates Degree- Applied Science Liberty Arts -
Saint Peter’s College- Jersey City, NJ
Associates in Applied Science- Liberty Arts -
Hudson Community College- Jersey City, NJ
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