Experience

The New Yorker, A Wyndham Hotel

• United States
• Hospitality
• 1 - 100 Employee

• Director Of Guest Services

  • Jul 2019 - Present



Resorts World Catskills

• Entertainment Providers
• 200 - 300 Employee

• Director Of Front Office

  • Jan 2018 - Jul 2019



sbe Lifestyle Hospitality

• United States
• Hospitality
• 400 - 500 Employee

• Assistant Director of Front Office

  • Jul 2015 - Jan 2018



Morgans Hotel Group

• United States
• Hospitality
• 300 - 400 Employee

• Assistant Rooms Manager

  • Feb 2013 - Jul 2015

  •Developed and implemented SOPs for Front Office staff• Responsible for scheduling and finding proper coverage, in compliance to NYC Union regulations, and payroll.• Assists in conducting performance appraisals, coach & counseling, training and administering disciplinary actions• As Relief Overnight Mgr: ensured all night audit procedures were completed to the required standard• Responsible for researching, following-up and creating action plans in response guestcomments stated in our Guest Serviced Survey “STERLING” Show less

• Asst Gst Service Mgr

  • Jun 2012 - Feb 2013

  • Prepare all aspects of a reservation including but not limited to: 3packages, corporate value add-ons, etc• Facilitate room blocking and coordinate with various department to ensure special requests and Groups/VIP guest are taken care of prior to arrival• Ensured inhse guests have sufficient credit by monitoring Credit Check Reports andfollowing-up on No Post guests• Responsible for coaching and counseling Front Desk associates. party billing, routing,



The New Yorker Hotel

• Assistant Front Office Manager

  • May 2010 - Jun 2012

  •Monitored the delivery and measurement of guest service consistent with the service standards and brand attributes in a NYC Union environment. • Provided ideas and suggestions for new products, services, technology • Pro actively identify potential guest issues and solutions on how to solve them • Ensure that guest data and management reporting is processed efficiently and accurately while maintaining proper security standards. •Monitored the delivery and measurement of guest service consistent with the service standards and brand attributes in a NYC Union environment. • Provided ideas and suggestions for new products, services, technology • Pro actively identify potential guest issues and solutions on how to solve them • Ensure that guest data and management reporting is processed efficiently and accurately while maintaining proper security standards.



Hilton Grand Vacations

• United States
• Hospitality
• 700 & Above Employee

• Front Office Supervisor

  • Apr 2008 - Feb 2009

  Oversee and supervise all duties performed by all Front Office Employees (Front Desk, PBX, Bell Desk, Valet, Pool, and Night Audit); Accountable for the proper training and daily monitoring of all service levels provided by employees to guests and other fellow employees; Assisted in creating front office SOP's as well as monitored and responded to SALT surveys.

• Leader-In-Training

  • Jun 2007 - Apr 2008

  Year long management training program in the Front Office inclusive of a six-month, in-depth, departmental cross-training rotation as well as a one week rotation at the Corporate Offices in Orlando.• HSKP: 5wk rotation inclusive of training as SBO, GRA, Houseman, Manager as well as administrative assistant.• F&B: 2wk rotation amongst all F&B outlets on property which included training as Deli Attendant, Food Runner as well as F&B Supervisor.• ACCT: Hands on training as a Customer Care Specialist. Assisted with payroll management as well as End-of-Month ACCT Audit• Sales & Mktg: Shadowed in-house & action line vacation counselors and OPC’s• Engineering: Trained with Preventative Maintenance, Suite-Care and Maintenance teams as well as observed how they prepared for Q&A and Annuals• Hilton Club: 2 week cross training experience to understand the difference between HGVC and the Hilton Club. Show less



MGM Resorts International

• United States
• Hospitality
• 700 & Above Employee

• HIP Intern - theHotel @ Mandalay Bay

  • May 2006 - Aug 2006

  • Front Desk Agent: checked guest in/out of hotel as well as handle bank of $800+ • Housekeeping: Flr. Supervisor, made sure rooms were suitable for guest as well as allocated number of rooms to housekeepers while staying within union laws • Wholesale Reservations: Input wholesale reservations into system, reviewed automatic reservation inputs to confirm no mistakes • Concierge Services: Booked restaurant reservations for guests as well as provided any information needed to guests • Business Services Show less