Experience

Civeo North America

• United States
• Hospitality
• 500 - 600 Employee

• Executive Housekeeper

  • Feb 2021 - Present



Spirit Ridge, Unbound Collection by Hyatt

• Canada
• Hospitality
• 1 - 100 Employee

• Executive Housekeeper & Hygiene Manager

  • Oct 2017 - Oct 2020

• Front Office Manager

  • Apr 2017 - Oct 2017



Sheraton Hotels & Resorts

• United States
• Hospitality
• 700 & Above Employee

• Front Office Manager

  • Mar 2015 - Feb 2016

  • Overseeing operations of the Front Desk, Switchboard, Reservations and Bus Department. • Ensuring adherence to all Starwood Brands and SOPs. • Ensuring effective colleague planning, communication, selection, orientation, training, reviews, and development strategies are in place. • Ensuring inter-departmental communication and cooperation in the interest of better guest satisfaction. • Assisting in the monthly forecast, and monitoring controls of labor, productivity and operating with budgeted guidelines. • Leading and coaching to provide exceptional guest service, colleague satisfaction and profitability. • Ensuring adherence of Service Standards. • Ensuring the safety and well-being of our guests and co-workers by having working knowledge of crisis and emergency procedures, promoting a clean and safe work environment and promoting employee health and safety. • Professional development of the Guest Service Managers. • Conducting quarter departmental meetings. • Working hand by hand with the Sales Department to ensure assistance is provided to achieve their monthly and year goals. • Working hand by hand with the Housekeeping and Engineering Departments to ensure Out of Order rooms are properly monitored.



Fairmont Vancouver Airport

• Canada
• Hospitality
• 1 - 100 Employee

• Night Manager

  • Sep 2012 - Feb 2015

  • Consistently offering professional, engaging and friendly service. • Being familiar with all policies and procedures relating to the Front Desk, Security, Reservations, Royal Service, Guest Services and Night Audit, providing hands-on support as needed. • Acting General Manager and HR Director in their absence. • Responsible for conducting colleagues’ One on Ones and Performance Reviews. • Maintaining a fluid and professional communication within all the departments (i.e. Housekeeping, by making sure a daily report with VIP arrivals as well as early arrivals request is sent in a daily basis). • Making sure the business day is correctly closed and the new business day is correctly opened by correcting any mistakes that may affect the following shifts. • Sending an updated MOD pass on with all the transcendent information elapsed during the previous business day, including required follow ups with colleagues during their following shifts. • Sending and updated Operations Log to the Operations Leaders to make sure all the guests issues are addressed to the right department for further follow up and procedures reviews, when applicable. • Balancing inventory. • Anticipating guests’ needs by reviewing the “arrivals detailed report” and making sure requests are honoured. • Responsible of providing access to “Protobase” and “Givex” to all the Front Office colleagues/Leaders. • Continuously training the Night GSA and Night RSA over different and helpful procedures that may help them to better develop in their roles. • Generation and distribution reports: Revenue Management reports, On Command Video back-up, and Interac Royal Bank batch closing. • Liaise and build relationships with Richmond RCMP, Fire Department, EMS and Vancouver Airport Security Personnel.



Fairmont Chateau Whistler

• Canada
• Hospitality
• 100 - 200 Employee

• Night Supervisor & Acting Night Manager

  • Jul 2011 - Sep 2012

  • Serves as the property Manager on Duty and oversees all property operations during the overnight shift. • Personally assists in resolving any issues and completing tasks. • Works with the Front Office Leadership Team and associates to meet or exceed department and hotel goals. • Opens and closes Front Desk shifts and ensures completion of assigned shift checklist and other duties. • Runs and reviews critical information contained in Front Desk/Night Audit reports. • Trains staff on and monitors adherence to all credit policies and procedures to reduce bad debts and rebates. • Understands night audit procedures and is able to comprehend and utilize reports as necessary. • Communicates with Night Audit & Accounting staff to ensure smooth transition between the shifts and to ensure a normal operation of the Front Office. • Assures guests’ and the hotel’s security during nights with the assistance of security staff, security cameras and by performing checking rounds in hotel premises. • Sustains a work environment that focuses on fair and equitable treatment and associate satisfaction to enable business success. • Ensures that front office associates strive to meet or exceed customer expectations. • Leads by setting a positive example for guest relations. • Interacts with guests to obtain feedback on product quality and service levels; effectively responds to and resolves guest issues and complaints • Empowers associates to provide excellent customer service within guidelines. • Coaches, counsels and encourages associates. Participates in associates’ progressive disciplinary procedures as required. • Understands the impact of Front Desk/Night Audit operations on the overall hotel financial goals and objectives. • Ensures that all Accounting related procedures are followed properly and processed accurately. • Maintains compliance with all health, safety and fire regulations and acts as a main communication link in emergency situations.



Laesa Ltd

• Santo Domingo, Dominican Republic

• Office Manager

  • Aug 2010 - Jul 2011

  • Responsible of organizing and coordinating office operations and procedures in order to ensure organizational effectiveness and efficiency. • Accounts Receivable. • Responsible of organizing and coordinating office operations and procedures in order to ensure organizational effectiveness and efficiency. • Accounts Receivable.



Occidental Hotels & Resorts

• Spain
• Hospitality
• 200 - 300 Employee

• Rooms Division Manager

  • Dec 2009 - Aug 2010

  • MOD (Manager On Duty), in coordination with other Hotel managers; • Implemented and evaluated policies and procedures for the departments’ operation; • Directly supervised front office (including 3 Clubs), Reservations, Bell Boys, Business Center, Housekeeping; • Assessment of No Shows and Go Shows; • Analysis Control of Check ins and Check outs; • Responsible for briefing department’s operations; • Managed customer accounts, authorizing charges and deductions; • Managed Overbooking; • Managed compensations and bonuses programs; • Prepared budgets and monitored revenues and expenses; • Analysis of occupancy levels projections; • Assisted in the development of promotion and pricing strategies; • Responsible for meeting guests’ needs / complaints resolutions; • Responsible for identifying training needs of hotel employees and preparing work schedules; • Managed customer service; • Ensured the implementation and delegation of administrative tasks; • Responsible for surveying physical conditions of Hotel facilities, equipment and supplies; and ensuring quality.



Grand Hotel

• United States
• Hospitality
• 200 - 300 Employee

• Hotel Assistant Manager

  • Aug 2009 - Oct 2009

  • MOD (Manager On Duty) in the absence of the Hotel Manager; • Supervision of Food & Beverage Departments, Luggage, Front (Front Desk), Conventions, Maintenance, Security, Concierge, to ensure guest satisfaction; • Coordination of special requests from guests, while ensuring a swift and professional solution; • To project occupancy levels, and to determinate discounts and special room rates; • Ensure that guests were treated with courtesy, that complaints and problems are resolved, and requests for special services are carried out; • To determine that the appropriate solution for any settlement of accounts where correctly resolved; • During a meeting or event, to solve unexpected problems following up to ensure that hotel operations were in line with group expectations; • Cooperate with computer specialists and specialists from other information technologies to ensure the hotel's computer systems, Internet and communications networks function properly; • Ability to maintain an excellent relationship with different kinds of people, even under stress, with attention to detail in order to resolve issues quickly; • Responsible to ensure guest satisfaction by monitoring the activity of the Reception and concierge service during different work shifts; • Maintain a positive and cooperative work between staff and management; • Responsible for ensuring that all hotel employees were fully aware of the objectives of the company; • Enforcement of local health and safety codes, as well as the regulations applicable to hotel; • Recognition of potential security risks, such as doors or railings broken, possible risks of fire, etc. and to coordinate their prompt correction; • Knowledge and implementation of policies and procedures applied to control systems of the hotel keys, ensuring that others were trained also; • Preparation of detailed reports relating to medical emergencies and ensure a rapid response by medical personnel.



Marriott Vacations Worldwide

• United States
• Hospitality
• 700 & Above Employee

• Front Desk Associate

  • Sep 2006 - Jul 2009

  • Worked for one of the leading Hotel chains in the United States with a worldwide presence; • Supervised and coordinated activities of staff in the Front Office, assuming the role of Manager in the absence of the Guest Services Manager; • Trained junior staff in the Front Office in accordance with the hotel guidelines and policies; • Handled, followed up and resolved complaints and claims from guests, receiving from the hotel awards for professionalism and competence, and positives reviews from guests and secret shoppers; • Arranged services required for guests with special needs; • Balanced cash and completed balance sheets, cash reports and related forms; • Followed emergency and safety procedures; • Exchanged foreign currency; • Processed group arrivals and departures; • Managed room reservations; • Processed guests' departures, calculated charges and received payments; • Processed telephone calls; • Provided information on hotel facilities and services; • Processed wake-up calls, store and retrieve luggage; • Provided general information about points of interest in the area; • Provided information about services available in the community; • Registered arriving guests and assigned rooms; • Secured guests' valuables; • Worked with minimal supervision.



Bravamar Hotel

• Punta del Este, Uruguay

• Junior Manager

  • Jan 2005 - Jun 2006

  • Experience working in a small hotel, with a staff of 10, which allowed me to gain valuable experience in all departments of a hotel, within a region (Punta del Este) most renowned in South-America for its hospitality industry; • Started as receptionist and promoted several times up to junior manager; • Managed all aspects of the Front Office (Night Audit, Guest Service Representatives); • Directed, supervised, recruited, scheduled and recommended discipline of staff; • Coached and developed skills of all departmental staff to the best of their potential; • Implemented, maintained and monitored all staff as stated above in order to consistently meet established hotel standards, and achieved the highest level of guest satisfaction; • Maintained and ensured accurate rooms forecasting; • Ensured implementation of Hotel’s credit policies, financial transactions and controls; • Recommended, developed and implemented staff incentives designed to increase revenues; • Responsible for receiving all guest complaints, ensuring corrective action was implemented to ensure 100% guest satisfaction; • Assisted hotel senior management as directed with the development of special reports and/or special projects; • Ensured staff were fully knowledgeable on all hotel facilities, daily functions, current hotel promotions, as well as local activities within the hotel location.