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Customer Service Sales

Location:
Bronx, New York, 10458, United States
Posted:
May 27, 2010

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HEIDY THEN

**** ********** ****** - *****, ** ***58

Mobile: 646-***-**** - Home: 718.***.****

abmq3v@r.postjobfree.com

EDUCATION

New York University, New York, NY

Bachelor of Science in Hospitality, Tourism and Travel Management,

September 2003

Concentration: Hotel and Resort Operation Analysis

Brooklyn Technical High School, Brooklyn, NY

Regents Diploma, June 1999

HOSPITALITY AND CUSTOMER SERVICE EXPERIENCE

Outlet Manager, Sheraton New York Hotel & Towers

July 2006-Present

-Developed and implemented standard operating procedure manuals for room

service cashiers/order-takers, waiters and bus attendants

-Supervise the daily operations of the outlets and room service, as well as

the distribution of work among staff

-Interview, hire and train employees; manage staff within the guidelines of

the Collective Bargaining Agreement union contract with Local 6

-Create weekly schedules and submit proper weekly labor reports to the

productivity team; handle payroll

-Coordinate breakfast, lunches, dinners and receptions; assist in the

preparation and promotion of special menus for holidays

-Organize the distribution of large order hospitalities and amenity

requests for guests via Room Service

-Work with the Culinary Team to improve GSI scores among the outlets and

enhance the guest experience; handle and track guest complaints

-Maintain proper inventory levels and adjust according to business levels

Operations Coordinator, Goldfarb Properties, Manhattan Residences and

Commercial Spaces August 2005-July 2006

-Coordinated and scheduled all building repairs and maintenance requests,

including exterminating services, paint jobs, plumbing, floor repairs,

window cleaning, and electrical work for all residential and commercial

tenants within 3 Manhattan properties

-Assigned repairs and cleaning assignments to all Supers, handymen, and

porters; logged, tracked and updated all work orders and maintenance

repairs into the MAXIMO database

-Scheduled and directed all contractors to respective assignments; prepared

all contractor purchase orders and processed all invoices

-Prepared and coordinated the distribution of memos and notices to tenants

-Assisted residents with move-ins and move-outs, as well as scheduled

elevator usage for deliveries; answered all tenant calls and followed up on

the status of repairs

-Maintained all records and files for every residential and commercial

space for all Manhattan properties

Outlet Supervisor, Sheraton New York Hotel & Towers and Sheraton Manhattan

Hotel July 2003-August 2005

-Responsible for the daily supervision of several outlets, including

Russo's Steak & Pasta, Hudson's Sports Bar, Starbucks Caf , Streeter's

Caf , Library Bar, Room Service and the Mini Bar Department

-Provided general services to guests, such as seating, cashier/clerical

duties, bussing and serving tables

-Monitored and supervised the set-up and maintenance of service areas;

ensured meals are served in a timely manner and handled guest complaints

-Completed necessary food and dry goods requisitions, maintained stock of

supplies, and maintained liquor distribution logs

-Coordinated the room service orders and requests for the National

Association of Real Estate Investment Trust's (NAREIT) Annual Institutional

Investor Forum, accommodating all service orders for approximately 120

groups

-Organized departmental inventories of linen, uniforms, silverware, china,

glassware, and all other culinary operating supplies

-Prepared menu profitability reports for all outlets, track daily sales of

food and beverage items, and perform competitive shops on area restaurants

-Aided in ensuring all purchase orders and check requests were properly

completed, had obtained necessary approval, and were paid and filed in a

timely manner

-Assisted in the implementation of corporate menu initiatives on property

by programming and updating the point-of-sale system as necessary, as well

as training line staff

-Kept track of monthly financial statements of ten properties, gathering

productivity, profitability, payroll, outlet, and banquet/catering

performance so that the Regional Director of Food and Beverage may

implement required consultative action

Hotel Operations Intern, Candlewood Suites Miami Airport

West

Summer 2002

-Prepared all necessary materials and market research for a two day sales

blitz, generating 42 sales leads for the company

-Learned about room preparation and cleaning process, enabling me to

supervise housekeepers and maintenance employees

-Conducted routine site inspections to ensure guest facilities were

maintained clean and laundry was always done

-Handled all Front Desk procedures, from preparing reservations, checking

guests in and out of hotel, acting as Concierge, and tending to all guest

emergencies

-Organized hotel's quarterly Guest Appreciation Reception, working closely

with the caterer to create a banqueting experience suitable for guests and

within range of budget

Conference Center/Event Services Intern, Sheraton New York Hotel and

Towers September 2001-May 2002

-Supervised morning and evening housemen

-Maintained pantries fully stocked and storerooms fully supplied and

organized

-Aided in the preparation and set-up of meeting rooms and ballrooms for

conferences, expositions, dinners, meetings, and parties

-Inspected meeting space to check for problems or attend to customer needs

Human Resources Intern, Sheraton Manhattan

Hotel

November 1999-August 2001

-Pre-screened resumes, arranged orientation packets and prepared

verification letters

-Completed unemployment paperwork and processed disability claims and forms

-Coordinated activities such as the Employee Picnic and Service Awards

-Served as a translator between Spanish speaking employees and non-Spanish

speaking managers

-Acted as an administrative assistant, performing duties such as answer

phones, fax, and photocopying; picked up, sent, and distributed

correspondence; called candidates to set up interview appointments with

managers; assisted employees with general paperwork, kept inventory of

supplies and made purchases as needed

SKILLS

Computer: Microsoft Excel/Word, Microsoft PowerPoint, CompWatch Systems,

Delphi, TimeSaver, ADP, Libica Systems, MAXIMO, HSI

Language: Bilingual (Spanish/English)



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