Director Of Operations @ Recently promoted from Director of Front Office to Director of Operations. Responsible for overseeing Front Desk and Housekeeping Team (union and non union Team Members). Reporting directly to the General Manager. Ensuring the highest level of cleanliness and services are met by inspecting rooms on a daily basis including common areas. Motivate, encourage, coach, counsel, mentor and discipline all Housekeeping personnel. Monitor all special requests made by residents and follow up to ensure completion. Direct communication between Engineering, Front Desk and Sales Department. Maintaining pars of all Housekeeping supplies by ordering all needed supplies. Conduct quarterly Housekeeping inventory. Monitor special requests/repairs and submit to Engineering. Follow up on special requests/repairs to ensure completion. Conduct daily meetings with Housekeeping and Engineering. Ensure overall resident satisfaction is met during their stay by visiting them along with the Chief Engineering. Monitor payroll/scheduling on a weekly basis. Monitor rooms on Maintenance and show rooms. Maintain and monitor lost and found. Monitor master keys and radios on a daily basis for Housekeeping. Assign and monitor special projects (I.e. deep cleaning of the apartments' kitchen, floors, bathrooms, etc) Monitoring daily activity at the Front Desk including Doormen to ensure the highest level of service is met. Motivate, encourage, coach, counsel, mentor and discipline all Front Desk personnel including Doormen. Monitoring scheduling and payroll for Front Desk on a weekly/biweekly basis. Attending daily meetings with General Manager, Sales, Engineering and Front Desk. Assisting other departments as needed for special requests. From December 2012 to Present (3 years 1 month) new yorkDirector of Front Office @ From October 2012 to Present (3 years 3 months) Director of Front Office/Weekend MOD @ Responsible for overseeing the daily operations of the Front Office Team including Bellman (union and non union) to ensure we deliver the highest of standards being the Flagship of all AKA properties in New York City Weekend MOD Tasks include the following: Overseeing operations of entire property, ensuring standards are upheld, acting as contact person for any guest’s with complaints and assisting prospect residents (walk in) touring AKA for future stays Assisting the General Manager by overseeing daily Hotel Operations On call 24 hours 7 days a week Assisting Marketing Department by collecting Resident’s information regarding the city/country where they reside in order to target new markets. Coordinating with Sales and Housekeeping Department for special Residents' requests Auditing reservations to ensure Residents’ requests are in order prior to their arrival Actively interacting with guests during their stay, ensuring that guests are welcomed, checked-in and allocating rooms quickly and politely Revising monthly surveys and contacting Residents when needed depending on their feedback. Scheduling, payroll, hiring and training Issuing/keeping records (Saflok-key system) of all keys issued to entire Team including Front Office, Housekeeping, Engineering, Sales, Marketing and Department Heads Interrogating keys/reviewing surveillance cameras when an investigation is needed. Completing paperwork for any injuries and/or damages within the property for Team members and Residents Working directly with IT Department when Computer System (OSCAR), Emails, ADP and/or Saflok’s connection is interrupted (IT Department is located in Philadelphia, PA) Ordering/purchasing uniforms, name tags, business cards and office supplies for Front Desk. Preparing letters for Residents such as: Semi Annual Fire Alarm System, Asset Walk for the Property. Preparing an action plan and letters for the Front Desk and Residents in case of an emergency i.e. hurricanes, power outage. From August 2010 to October 2012 (2 years 3 months) new york, nyGuest Services Manager @ Responsible for overseeing the daily operations of the Door and Bell Team (total of 21 employees) to ensure we deliver the highest of standards Supporting and covering shifts at the Front Desk on a daily basis Coordinating directly with Sales and Catering for special events and groups' arrival to ensure luggage and gift deliveries are performed/delivered in a time manner Responsible for scheduling, payroll, hiring and training Practice standard testing on a monthly basis to ensure Bell and Door Team are performing the standards as expected by Four Seasons New York and AAA From November 2009 to July 2010 (9 months) Director of Guest Relations @ Established, created and developed the Guest Relations Department Responsible fo heading up, organizing, and running the Guest Relations Departments as well as direct Guest Relations Managers. Act as liaison between hotel and all VIP-Special Attention guests (i.e. Royal families, Head of State, UNGA delegates, CEOs, Presidents, etc). Creating and implementing new procedures for department Personalize guest's stay through Customer Relationship Management tools. From September 2007 to November 2009 (2 years 3 months) Guest Relations Manager @ I was hired as a Reservations Agent and then promoted to Assistant Front Office Manager until January 2005 when I was promoted to Guest Relations Manager. Task included coordinating with Department Heads to maintain a consistent level of customer recognition, delivering personalized service to all hotel guests, updating customer profiles to insure quality service and increase the knowledge of customer personal preferences. From October 2000 to September 2007 (7 years)

BA, Business Management @ Monroe College From 2005 to 2006 Marizela Alfaro is skilled in: Catering, Concierge Services, Customer Service, Event Management, Front Office, Food, Guest Service Management, Hiring, Hospitality, Hospitality Industry, Hotel Booking, Hospitality Management, Hotel Management, Hotels, Human Resources