Summary of Qualifications
Fluent in English, Portuguese, and Spanish; conversationally fluent in French, and Italian.
Thirteen years of work experience in the hotel industry. Eight years of management experience. Five years of supervisory experience. Ten years of Rooms Division (seven years of Front Office, three years of Housekeeping) experience. Five years of Sales/Marketing experience.
Experience as a Housekeeping Manager/Supervisor, Marketing/Sales Manager, Guest Relations-Front Office Manager, Rooms Operations Assistant Manager, MOD, and Sales Coordinator Supervisor.
Highly skilled at creating an outstanding experience for guests and other clients and at developing long term relationships that lead to repeat business. Given special recognition for receiving more positive guest comment cards than any other SuperClubs employee.
Exceptional written and verbal communication, research, problem solving, and interpersonal skills. Excellent leadership abilities. Strong work ethic. Resourceful, enthusiastic, and dependable.
Excellent management skills, with strong ability to motivate and supervise other team members.
American University Washington, D.C.
Bachelor of Arts in International Studies (•••••/••••• •••••/•••••)
Area of Specialization Asia; Functional Field of Concentration International Business
GPA ••••• graduated magna cum laude
Golden Key International Honor Society; Beta Gamma Sigma; Sigma Iota Rho
Deans List (7 consecutive semesters); National Deans List
Recipient of the Hispanic Student Academic Award and American Universitys "Trailblazer Award"
W Hotel Chicago, IL
Housekeeping Manager (6/••••• 9/•••••)
Oversaw the day-to-day operations of the Housekeeping department;
Performed opening and closing procedures (using Galaxy/LightSpeed System);
Conducted daily inspections of guest rooms and public areas and provided feedback to staff;
Supervised, trained, and evaluated the Housekeeping staff on job performance;
Provided consistent support and leadership on the floors to ensure high productivity;
Managed administrative duties and ensured that guest requests were effectively addressed.
Club Quarters Hotel Chicago, IL
Housekeeping Supervisor (7/••••• 6/•••••)
Performed opening and closing procedures (using Springer-Miller System);
Inspected guest rooms for cleanliness, presentation, amenities, and maintenance issues;
Prepared inspection and other daily reports, and assisted with scheduling and payroll;
Supervised and trained Housekeeping and Guest Services staff;
Evaluated job performance of Housekeeping and Guest Services staff;
Responded to guests complaints and requests.
Lifelong Knowledge Tutoring Services Germantown, MD
Marketing/Sales Manager (•••••/••••• 7/•••••)
Developed and implemented enhancements to the companys marketing and sales strategy which resulted in a •••••% increase in annual revenues;
Responsible for hiring, training, budgeting, and preparing performance evaluations for tutors;
Designed tutoring packages to target various segments of the student population.
SuperClubs Resorts Jamaica
Guest Relations-Front Office Manager/Translator (Grand Lido Sans Souci, •••••/••••• •••••/•••••)
Oversaw all Front Office daily responsibilities to achieve guest satisfaction, quality service, and compliance with policies/procedures while meeting/exceeding financial goals;
Provided training for entry level Front Office associates and supervisors;
Handled guest/public relations, acted as a liaison to high-profile guests, conducted sales presentations;
Managed resolution of guests complaints and requests;
Translated for and managed the schedules of magazine writers and photographers.
Rooms Operations Assistant Manager/Translator (Grand Lido Sans Souci, •••••/••••• •••••/•••••)
Assisted management with of all aspects of Rooms operations, including the Rooms Division budget;
Developed strong relationship with the sales team to implement sales strategies and increase revenues;
Interviewed and hired candidates, supervised amd trained employees, recommended discipline and/or
termination of staff members, and ensured timely completion of performance appraisals;
Helped with maintenance and/or implementation of organizational and procedural standards;
Coordinated activities with other hotel departments to enhance communication and guest satisfaction.
Acting Manager on Duty/Language Ambassador (Grand Lido Negril, •••••/••••• •••••/•••••)
Balanced the front desks daily transactions;
Assisted with the development and management of a new, more efficient check-in process;
Toured property several times a day to ensure safety and brand standards and conduct quality control;
Met regularly with other department managers and staff to address customer service and brand issues;
Supervised and trained employees from various departments;
Supported the management team in the development and implementation of hotel-wide strategies;
Developed and managed a new system of tracking guests complaints and their resolution.
Housekeeping Supervisor/Translator (Boscobel Beach Resort, •••••/••••• •••••/•••••)
Supported Housekeeping Manager in overseeing daily operations of the Housekeeping department;
Assisted Housekeeping Manager to both develop and implement new ideas/strategies to enhance employee morale/performance, reduce operational costs, and ensure adherance to policy standards;
Conducted orientation training and in-service training;
Assisted with interviewing, supervising, counseling, scheduling, and evaluating staff;
Performed monthly inventory, and conducted daily inspections of public areas and guest rooms.
Sales Coordinator Supervisor (Boscobel Beach Resort, •••••/••••• •••••/•••••)
Assisted with corporate and private sales initiatives, conducted client needs assessments and hotel site tours for potential accounts to ascertain requirements for special events;
Researched competitors strengths and weaknesses, economic trends, and supply and demand in order to effectively sell against competitors;
Used negotiating skills and creative selling abilities to close on business and negotiate contracts;
Supervised, trained, and evaluated Sales staff on job performance;
Enhanced interaction and communication with other departments to improve guest service quality.
Sales Coordinator (Boscobel Beach Resort, •••••/••••• •••••/•••••)
Marketed and sold guest rooms, and various banquet rooms for different kinds of functions;
Acted as client contact with regard to scheduling, planning and organizing all events;
Marketed facilities through the use of site tours, in-person sales calls, inbound calls, trade shows, effective upselling techniques, and telemarketing;
Helped develop repeat business by providing outstanding customer service and follow up;
Effectively communicated clients needs to F&B and other affected departments.
Front Office, Housekeeping, Guest Services, Sales, Marketing, Manager, Supervisor, Recruiter, HR