Experience

GALLERYone - a DoubleTree Suites by Hilton Hotel

• United States
• Hotels and Motels
• 1 - 100 Employee

• Director of Front Office

  • Aug 2023 - Present



Hilton Fort Lauderdale Beach Resort

• United States
• Hospitality
• 1 - 100 Employee

• Guest Services Manager

  • Mar 2022 - Aug 2023

  • Responsible for performance management such as conducting monthly one on ones, performance reviews and developing strong leads and guest service agents. • Assisted in interviewing candidates, hiring, and training of Front Office Staff. • Managing the Dept. Budget including but not limit to labor guide, department Purchase orders etc. • Responsible for creating department Standard Operating Procedures to develop and build a more efficient team. • Create and implement new department policies and procedures that ensured a great guest experience. • Assisting in monitoring and assessing service and satisfactory trends, evaluate and address concerns in a timely manner. • Completion of yearly evaluations for Front Desk and Guest Service staff. • Following up with all Guest Assistance escalations. • Approve time sheets on weekly, and end of pay period week for staff. • Developed guest focused initiatives such as pre arrival emails to inquire about special requests, activities, and to overall set the expectation for all our arriving guests. • Streamlined new revenue initiatives for the Front Office/ Guest Service departments. Show less



Pelican Grand Beach Resort

• United States
• Hospitality
• 1 - 100 Employee

• Assistant Front Office Manager

  • Mar 2018 - Mar 2022

  • Responsible for performance management such as conducting monthly one on ones, performance reviews and developing strong leads and guest service agents. • Assisted in interviewing candidates, hiring and training of Front Office Staff. • Managing the Dept. Budget including but not limit to labor guide, department Purchase orders etc. • Responsible for creating department Standard Operating Procedures to develop and build a more efficient team. • Create and implement new department policies and procedures that ensured a great guest experience. • Assisting in monitoring and assessing service and satisfactory trends, evaluate and address concerns in a timely manner. • Responsible for promoting additional hotel services such as VIP services, upsells, to maximize room occupancy and overall revenue. • Oversaw and ensured that all guests are checked in and out in a courteous and friendly manner. • Managed Front Desk Operations and department productivity, managing and driving ADR, room inventory, room sale price and adjusting based on business needs. • Assisted the Reservations Department by inputting Owner Reservations, Hotel Tonight, and additional third-party reservation where necessary. • Partnered with Guest Service Manager and Recreation Manager to create and develop added activities for a more exciting guest experience for our guests. • Managed the Front Desk upsell program, Revinate scores, and answering revinate surveys monthly. • Responds to guest escalation promptly and rectify all concerns in a timely manner. Show less



Nestlé Nespresso SA

• Switzerland
• Food and Beverage Services
• 700 & Above Employee

• Third Key Manager/Boutique Trainer

  • Nov 2014 - Jan 2021

  • Ensure Visual Merchandising programs are executed and adheres to Nestle Nespresso standards • Ensure Nestle Nespresso service standards are being met • Ensure that Nestle Nespresso Safety standards are being met • Respond appropriately to customer complaints • Execute events to help build the Nespresso brand • Ensure retail operations procedures, and best practices are being adhered to i.e., stock/inventory management, payment management, loss prevention and bar operations • Act as a key liaison between store management and the store team • Ensure weekly and monthly reporting is completed on time and accurately • Ensure IT systems function correctly and communicate appropriately when they do not • Adhere to Nestle Safety Heath and Environmental and Food Safety Policy and Procedures • Ensure the compliance of the correct opening/closing boutique procedures • Assist in networking and recruiting quality talent • Support timely execution of company procedures for new hire onboarding • Support the training and provide ongoing feedback and coaching through the Manager on Duty program Show less