Experience

Hilton Tel Aviv & The Vista at Hilton Tel Aviv

• Israel
• Hospitality
• 1 - 100 Employee

• Dual Property Corporate Account Sales Manager

  • Mar 2023 - Present

  - Manage a portfolio of Corporate accounts and Luxury Consortia Travel Agent room sales, groups, business meetings, and events for two properties - Develop and strengthen relationships with existing and new customers - Generate new business accounts to meet and exceed revenue goals - Direct point of contact for clients to achieve high level of satisfaction - Executes and supports all operational aspects of business booked (generating proposals, writing contracts, account correspondence) Show less



Marriott International

• United States
• Hospitality
• 700 & Above Employee

• Front Of House Manager

  • Feb 2020 - Dec 2022

  - Responsible for managing all Front Office departments, team of 20 employees: Front Desk, Guest Relations, Operator Call Center, Concierge, Bellmen and Valet- Executed the closing procedures of the hotel front office for COVID-19 for hotel closure- Re-opened hotel with restructured positions, recruited entire team, created new training program, created incentive programs, customer success strategies, and trained all team members before hotel opening- Developed and implemented KPI property-wide strategies to deliver products and service culture to exceed the needs of guest satisfaction, develop employee and customer relationships, & provide ROI Show less

• Residence Manager

  • Feb 2020 - May 2021

  - Interim Residences Property Manager for 30 luxury condominiums during hotel closure from COVID-19- Implemented new service strategies to maintain resident engagement during hotel closure by focusing on owner personalization, unique individually tailored service experiences, and facility maintenance- Established a management fee collection program which collected $55K in outstanding maintenance fees- Created and oversaw cleanliness standards for a safe and healthy environment for COVID-19 Show less



The Ritz-Carlton Hotel Company, L.L.C.

• United States
• Hospitality
• 700 & Above Employee

• Front of House Manager

  • Sep 2019 - Feb 2020

  - Responsible for managing all Front of House departments, team of 31 employees: Front Office, Guest Relations, Operator Call Center, Concierge, and Bellmen- Increased Marriott Bonvoy Elite Appreciation by 7.3%+ by implementing new membership loyalty recognition procedures- Increased Guest Satisfaction Survey scores by 2.8%+ by focusing on employee service and empowerment - Created new incentive program that achieved goal in Marriott Bonvoy enrollments - Continuing Guest Relations Manager responsibilities Show less

• Guest Relations Manager

  • May 2018 - Sep 2019

  - Served as Manager on Duty and oversees property operations ensuring that the highest levels of hospitality and service are provided.- Represented property management in resolving any guest or property related situation. - Brand ambassador and primary contact for all VIP guests.- Implemented the customer service satisfaction program to provide services that are above and beyond customer satisfaction and retention.- Interacted with guests to obtain feedback on quality of product, service levels, and overall property satisfaction.- Exemplified brand standards and company culture to the utmost level to act as mentor for team members.- Emphasized guest satisfaction during all departmental meetings and focus on continuous improvement. Show less

• Residences Manager

  • Mar 2017 - May 2018

  - Property manager for 82 luxury condominiums within The Ritz-Carlton, Herzliya hotel- Liaison to Board Association shared services Directors (Engineering, Loss Prevention, Human Resources, Accounting, Housekeeping)- Developed and implemented property-wide strategies to deliver products and services to meet or exceed the needs of the brand’s target customer and provide a return on investment. - Created and taught training programs related to property management, reinforcing constant quality service. - Implemented high security standards for all aspects of apartment owner identity and privacy - Provided reporting of financial performance and projections to the Association Board Show less



Marriott International

• United States
• Hospitality
• 700 & Above Employee

• Senior Program Specialist, Quality Assurance

  • May 2014 - Mar 2017

  - Managed Gallup CRM survey data sample for 100+ hotels/5 brands of Marriott International (Ritz-Carlton, Ritz-Carlton Residences, Ritz-Carlton Destination Club, Ritz-Carlton Reserve, and EDITION hotels)- Coded Gallup defects identified by guests through CRM customer feedback survey- Led company-wide Quality Improvement Project (QIP) to enhance coding system - Company Savings $25K USD

• Systems Administrator

  • May 2014 - Mar 2017

  - Regulated and audited CRM internal benchmarking website for all Ritz-Carlton hotels- Analyzed statistics and metrics of product ideation, user implementation, and client satisfaction- Lead designer for strategic development and subject matter expert for 2.0 platform

• Project Manager

  • May 2014 - Mar 2017

  - Led company-wide project to enhance CRM coding system, Company Savings $25K USD- Analyzed, audited, and enhanced coding system through weekly analysis coding for data integrity - Directed International and US Domestic Advisory Boards with select field Quality Directors- Created and developed education plan for learning sustainability

• Manager, Customer Success & Program Support

  • May 2016 - Feb 2017

  - Subject matter expert, email support help desk of CEM survey platform to 4,000+ Marriott International properties- Answered cases from clients about performance increase, technical support, and product usage- Provided training of new platform features- Quantified monthly metric analysis of ticket trends in help desk service, product support, consumer satisfaction, and response time- Determined elimination eligibility of social media reviews and company survey by guests



The Ritz-Carlton Leadership Center

• United States
• Business Consulting and Services
• 1 - 100 Employee

• Program Coordinator

  • Aug 2012 - May 2014

  - Reported to the Vice President of The Ritz-Carlton Leadership Center- Managed and planned all class logistics at select Ritz-Carlton hotels - Traveled to classes throughout the United States- Developed reports for feedback surveys to analyze and improve guest satisfaction- Initial contact to promote Leadership Center consulting classes and on-site presentations - Created contracts, invoices, information kits, and welcome kits for clients

• Administrative Assistant

  • Aug 2011 - Aug 2012

  - Reported to the Vice President of The Ritz-Carlton Leadership Center- Initial contact to promote Leadership Center classes and on-site presentations - Created contracts, invoices, information kits, and welcome kits for clients



The Ritz-Carlton Hotel Company, L.L.C.

• United States
• Hospitality
• 700 & Above Employee

• Front Desk Agent/Learning Coach

  • Dec 2010 - Aug 2011

  Front Desk Agent - Five Star Employee of the Quarter Winner - 2nd Quarter 2011 - Administered check in/check out procedures effectively and efficiently - Processed payment transactions through credit, debit, cash, and checks - Coordinated with other departments to ensure guest requests are completed Learning Coach - Educated new and current employees of Standard Operating Procedures within hotel - Restructured the Training Manual for Front Desk and PBX - Trained Honor Bar Attendants to use Opera Property Management System Show less



The Willard InterContinental

• Washington D.C. Metro Area

• Front Desk Agent

  • Jul 2009 - Dec 2010

  - Chosen as Front Office Upsell Coordinator to maximize revenue for the hotel - Supervised and trained new employees - Employee of the Quarter Nominee - 3rd Quarter 2010 - Chosen as Front Office Upsell Coordinator to maximize revenue for the hotel - Supervised and trained new employees - Employee of the Quarter Nominee - 3rd Quarter 2010



The Nittany Lion Inn

• Culinary Intern/Banquet and Dining Room Server

  • Apr 2007 - Dec 2008

  Culinary Intern - Forecasted and projected weekly food inventory - Prepared food through various cooking techniques Banquet Server - Implemented and demonstrated proper table etiquette while serving the guests Dining Room Server / Room Service Attendant - Anticipated and accommodated overt needs - Ensured all food stations remained appetizing and free of debris - Distributed meals to guests in their hotel room Culinary Intern - Forecasted and projected weekly food inventory - Prepared food through various cooking techniques Banquet Server - Implemented and demonstrated proper table etiquette while serving the guests Dining Room Server / Room Service Attendant - Anticipated and accommodated overt needs - Ensured all food stations remained appetizing and free of debris - Distributed meals to guests in their hotel room



The Ritz-Carlton Hotel Company, L.L.C.

• United States
• Hospitality
• 700 & Above Employee

• Rooms Intern

  • May 2008 - Aug 2008

  - Obtained training and knowledge in Club, Concierge, Guest Relations, Guest Services, Housekeeping, PBX, and Security - Engaged with guests to ensure valuable experience - Inspected rooms to maintain AAA standards - Obtained training and knowledge in Club, Concierge, Guest Relations, Guest Services, Housekeeping, PBX, and Security - Engaged with guests to ensure valuable experience - Inspected rooms to maintain AAA standards