Beth Resume (2)
- 1. Elizabeth Rivas 6604 Blalock Forest Drive Willow Spring, NC 27592 508-274-0030 (c) [email protected] QUALIFICATIONS SUMMARY Hospitality Operations management professional skilled at delivering quality customer service, training, facilitating, and leading associates by example. Team builder and leader with ability to creatively retain associates as well as customers. Excellent communication skills. Proven success at developing working relationships with guests in order to obtain their service needs. Passionate,multi-tasking, organized, and focused individual with superior time-management skills and loyalty. EXPERIENCE Marriott International – Washington,D.C. 2004-2015 Fayetteville Courtyard by Marriott – Fayetteville, NC 2012 – Present General Manager Manage and oversee hotel operations for 108 room Courtyard with Bistro concept. Ensure brand standards of service and product are provided to all guests and hold all associates accountable for delivering such service. Train, develop, encourage, and assist associates in all areas of hotel operations. Successfully execute on the Breakthrough Leadership goals and commitments. Participate as Property Coordinator coach for BLT and lead weekly cadence calls with North and South Carolina Property Coordinators. Participate and challenge revenue management in weekly Sales Strategy calls in order to drive a healthy balance of occupancy and rate into the hotel. Analyze department schedules,invoices, and sales to ensure alignment with hotel and owner financial goals. Responsible for preparing operating budgets yearly and completing monthly sales forecasts. Facilitate Culture training to all associates to include New Hire Orientation, Service Essentials, Service Expertise, Living our Core Values, and daily stand up meetings. Actively Participate with Area Director and help facilitate training for fellow General Managers, Assistant General Managers, and Operations Managers. Active Board Member for our Fayetteville Area Hospitality Association,engaging within the community to help fundraise and help local charities. Renaissance Newark Airport Hotel – Newark, NJ 2010 - 2012 Front Office Manager Managed Front Office operations including transportation and Delighted to Serve departments. Supervised 20 associates and 4 supervisors. Ensured standards ofservice, customer satisfaction,and associate retention. Consistently Implemented changes and new procedures to effectively meet the demands and expectations of our customers. Analyzed weekly schedules against productivity to ensure alignment with department financial goals. Attended monthly department financial critique meetings to discuss potentialideas to increase business and maintain costs. Created schedule for continuous shuttle service to increase number of Airline Crew rooms contracted in hotel.
- 2. Managed Front Office Operations during $14 million renovation while maintaining Guest Service scores above our goals in 2011. Glenpointe Marriott @ Teaneck – Teaneck, NJ 2009-2010 Front Desk Manager Managed Front Office operations on a daily basis. Supervised over 20 associates including 1 manager and 1 supervisor. Ensured standards ofservice and customer satisfaction. Ensured proper standards and policies were met by associates as well as managers. Ran daily shifts at Front Desk, delivering standard of service to all guests. Served as Guest Satisfaction Champion, educating and encouraging staff to increase scores each week. Held active role in interviewing, training, and developing associates. Aided in supervising At Your Service department as well as bellmen. Attended weekly staff meetings in order to build working relationships. Park Ridge Marriott – Park Ridge, NJ 2004-2009 Front Office Manager 2008-2009 Managed Front Office operations including transportation and At Your Service departments. Supervised 15 associates,1 manager, and 2 supervisors. Ensured standards ofservice, customer satisfaction,and associate retention. Implemented changes to increase overall customer satisfaction as well as changes to increase sales and overall financial profitability. Analyzed scheduling procedures and made changes to achieve budgeted productivity of .27%. Attended hotel’s bi-weekly sales strategy meeting and aided in recognizing different markets to penetrate to increase hotel’s sales and catering business. Ran weekly Guest Satisfaction Survey meetings with department heads and increased Staff Service scores by 7 points. Attended monthly financial critique meetings and identified cost controlling measures to save department $10K for the 4th quarter. Achieved department Guest Satisfaction Goals for entire calendar year while meeting department productivity goal. Co-Facilitated Corporate wide Genuine Care Service Excellence Class that is required training for all associates. Director of Services 2006-2008 Managed Housekeeping Operations in 289 room hotel. Supervised over 30 associates with 2 supervisors. Ensured standards ofcleanliness, service, and overall ambiance of hotel. Analyzed inventory levels and developed new ordering procedures to save costs. Created hotel wide program to gain involvement for overall cleanliness of hotel. Organized and executed $2.7 million room renovation in it’s entirety in 2007. Developed Plans and Actions for Housekeeping department to achieve overall cleanliness scores of 95% on Quality Assurance Audits for 2 consecutive years. Created “Adopt-A-Room” program to gain hotel wide involvement in room inspections ofall 289 guest rooms. Analyzed and altered inspection program and associate responsibilities to reflect necessary cleanliness procedures. Attended Corporate Cleanliness Certification class and identified new products to purchase; increased cleanliness scores while saving department in cost of cleaning supplies. Developed incentive programs for department in order to successfully increase cleanliness scores.
- 3. Front Desk Manager 2004-2006 Managed and ran daily operations at the front desk. Supervised over 25 associates with 1 supervisor. Ensured standards ofservice and customer satisfaction. Developed department incentives in order to gain commitment from associates. EDUCATION B.S., Hospitality Management, University of Massachusetts at Amherst, Amherst, Massachusetts Completed three Corporate Leadership Training classes,Marriott International, 2004-2009 AWARDS AND ACCOMPLISHMENTS Awarded Manager of the Quarter in 2005 and 2007 Selected as Human Resource Coach and Labor Management Coach for hotel Chosen to attend “Leading in a Changing Business World” in 2007 Awarded Stock Gift from General Managerfor exemplary work in 2006 and 2010