MS Office, MS Excel, MS PowerPoint, MS Access, Outlook, PBX Console, Hilton Worldwide OnQ, Marriott FOSSE, Marriott PMS, OPERA, Micros POS, ADP Timesaver
April 2013 to September 2014
Wingate by Wyndham Manhattan MidtownNew York, NYHotel Property Operations Manager
Directly managed a staff of twenty union employees including Experience Desk Concierges, Night Auditors, Housemen, Room Attendants and Maintenance Engineers Acted as Manager on Duty and coordinated all aspects of hotel (Front Office, Housekeeping and Maintenance departments) to ensure high levels of guest service and satisfaction Responded to guest inquiries and special requests and ensured the necessary procedures were followed to resolve guest related issues and achieve guest satisfaction Assisted in the evaluation, training/development, motivating as well as coaching/counseling and disciplining of the union staff according to Interstate Hotels & Resorts' protocol Performed various Finance/Accounting procedures including auditing cashiers' banks, supervising petty cash and daily bank deposits Responsible for monthly purchasing for the Front Office, Housekeeping and Maintenance departments Processed weekly payroll via ADP Timesaver as well as composed weekly staff schedules for hotel management, on property Fire Safety Directors and the Housekeeping and Maintenance departments Conducted daily property facility and room inspections Additional housekeeping department duties included assigning rooms and special projects to room attendants and housemen, verifying status reports with hotel rooms' inventory, assisting housemen and room attendants with daily responsibilities Worked directly with hotel General Manager on assigned tasks in relation to daily hotel operations.
November 2009 to Current
Hampton Inn & Suites Parsippany NorthParsippany, NJManager
Selected as member of Operations staff eight weeks prior to hotel opening Prior to opening helped coordinate placement of all FF&E as well as all OS&E on property Participated in pre-opening "sales blitz" advertising hotel to local companies and restaurants Exceeded budgeted opening ADR by 25%; surpassed occupancy by 35% upon hotel opening Effectively trained and developed all front office team members via Hilton Worldwide OnQ hotel property management system Implemented guest service initiatives and operational procedures for Front Office/Night Audit staff Actively involved in all facets of property management including sales and reservations, food and beverage, budget and personnel, housekeeping department, etc.
Manages all hotel property operations in absence of General Manager and Chief Engineer.
August 2003 to June 2009
Embassy Suites HotelParsippany, NJ
Originally hired as Guest Service Agent, transitioned to Night Auditor, promoted to Lead Night Auditor/Overnight Manager and ultimately Manager on Duty.
Also briefly served as Housekeeping Inspector/Supervisor Audit responsibilities included reviewing and analyzing all adjustments within hotel operations, preparing hotel restaurant audits to breakdown through HSI (Hospitality Solutions International), preparing daily managers' reports, reconciling credit card system to daily transaction list from rooms, producing accurate financial reports, etc.
Manager on Duty responsibilities included managing administrative projects adhering to Hilton quality standards, ensuring Hilton Honors procedures are followed, being able to critically analyze and resolve any hotel service issues/problems affecting guests or hotel operations, etc.
Responsible for training, directing, scheduling and evaluating Front Office staff including Front Desk Supervisors, Guest Service Agents, Night Auditors, Bellmen /Shuttle Drivers Initiated and improved CRM (Customer Really Matters), Be My Guest and various Hilton guest recognition programs during tenure Member of CARE (Caring, Attentive, Responsive, Empowered) Committee driven to enhance and improve guest S.A.L.T.
Satisfaction and Loyalty Tracking) scores Awarded Employee of the Month (Front of the House) multiple times during tenure.
Rutgers University (Livingston College) New Brunswick Piscataway, NJSchool of Communication, Information and Library Studies Communication Organizational Leadership and SociologyB.ASchool of Communication, Information and Library Studies Communication Organizational Leadership and Sociology
American Safety and Health (ASHI) CPR certified
Training for Intervention Procedures (TIPS) certified for the responsible sale and consumption of alcohol
Accounting, administrative, ADP, ADR, advertising, auditing, budget, coaching, counseling, CPR certified, credit, CRM, directing, Drivers, Engineer, Finance, financial, Front Office, General Manager, inventory, managing, Micros, MS Access, MS Excel, MS Office, Outlook, MS PowerPoint, OS, payroll, PBX, personnel, POS, producing, property management, purchasing, quality, reconciling, Safety, sales, scheduling, Supervisor, supervising