Zelmira Carcamo
Union City,N.J.
Summary
Dedicated hospitality professional with a history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
14
14
years of professional experience
Work History
Operations Manager
Home2/Hampton
07.2023 - Current
- Achieved & Increased guest satisfaction scores in all areas of hotel
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Address all deficiencies with front desk operations
- Work with corporate training department to develop action plans as necessary to improve customer satisfaction
- Train guest service agents & front desk team on procedures
- Interview & recruit in conjunction with general manager most qualified candidates for front desk
- Address performance deficiencies of front office staff through coaching & disciplinary actions
- Handle front desk performance evaluations
- Update/post weekly guest satisfaction scores and review with hotel associates
- Submit required reports daily at a quality that can be shared with corporate
- Manage and update inventory in the property management system
- Managed staff scheduling/coverage (maintained overtime budget at a minimum)
Front Office Manager
Hilton Meadowlands
08.2012 - 07.2023
- Assist the General manager & Operations director with personal functions, interviewing, training, performance evaluation, resolving issues, providing open communication
- Supervised Guest Service Agents, Night Auditors, and bell staff to ensure all guest satisfaction
- Handle disciplinary action and/or assist with termination when appropriate
- Ensure both guest & associate recognition programs are in place & functioning as incentives
- Conduct departmental monthly meetings
- Control cost effectively to meet budget guidelines (manage control systems for labor cost)
- Supervising staff and all front desk activities including bookings, appointments, and emails
- Contact housekeeping / maintenance staff for customer complaints / facility malfunctions
- Created weekly schedules for front office staff members to ensure appropriate coverage during peak hours or high demand periods.
- Monitored financial transactions at the front desk, ensuring accurate billing procedures and minimizing discrepancies.
- Generated reports and feedback for presentation to General Manager
- Resolved guest complaints professionally, maintaining positive relationships with customers for future business opportunities.
Medical Staff Coordinator
Meadowlands Hospital
06.2010 - 07.2012
- Registered credentialing-initial / reappointment application for physician
- Expedited credentialing applications, enabling timely commencement of clinical services by newly hired physicians.
- Enhanced patient care by coordinating medical staff schedules and ensuring adequate coverage at all times.
- Assisted with credential and executive meetings
- Updated records in physician database (licenses / credentials)
- Gather and distribute all correspondence (e-mail, faxes, federal express, ups, & general parcel post)
- General administrative duties (filing / scanning / replenish inventory supplies)
Education
Nursing -
Hudson Community College
Jersey City, N.J.Business Administration -
Bergen County Community College
Paramus, NJSkills
- Solution Development
- Performance monitoring
- Employee relations and conflict resolution
- Capacity Planning
- Negotiation & vendor placement
- Policies and procedures implementation
- Time management & multi tasking
- Health and safety compliance
- Microsoft Office: Word / Power Point / Excel / Outlook
Managementprograms
- On Q Software Program
- Quore Software Program
- PEP (Rhetorical system)
- Lightspeed
Timeline
Operations Manager
Home2/Hampton
07.2023 - Current
Front Office Manager
Hilton Meadowlands
08.2012 - 07.2023
Medical Staff Coordinator
Meadowlands Hospital
06.2010 - 07.2012
Nursing -
Hudson Community College
Business Administration -
Bergen County Community College
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