Hotel Management

Jorge M. Leiva, Jr.

**** ********* **** • Riverdale, NJ 07457

**********@*******.*** • 646-***-****

Objective: To align my vision with the current goals of current/future organization and provide over 10 years of experience in the Hospitality Industry by demonstrating my professional leadership skills Professional Skills: Fluent in Spanish, Tips Certified, Serve Safe Certified, Proficient in MS Office, Staff Training and Development, Strong Leadership Skills, Critical Thinking, Goal Oriented The Residence Inn 2018 – Present

Operations Manager

Responsible for the overall operational targets and initiatives for Harry’s Bar and Front Desk o Lead the team to ensure all new Marriott training has been completed within the allotted time frame

o Lead Harry’s Bar to insuring that all guideline and training were completed in a timely manner

Work directly with Leadership team to achieve ARP targets and revenue goals o Engage all Front Desk associates and work with each team member to obtain sales leads which helped exceed occupancy

o Worked closely with the AGM & GM to control productivity o Assisted the leadership team to continue driving associate engagement scores year over year The Courtyard Norwalk 2016 – 2018

Operations Manager

Responsible for the overall operational targets and initiatives for the Bistro and Front Desk o Lead the team to an overall score of 92.6% of most recent Regal Shop o Achieved gaining a score of 95.5% for the Brand and 87.9% in Operations for 2017 Brand Standard Audit

o Lead the Bistro team for two years and meet every LPP initiative as well as ensuring that every guideline and training were completed in a timely manner (i.e., Lobster Ink; Shaping Services; Bistro 2.0, etc.)

Work directly with General Manager to achieve ARP targets and revenue goals o Engage all Front Desk associates and work with each team member to obtain sales leads which helped exceed occupancy by 3.7% in 2016

o Worked closely with the AGM & GM to control productivity with an overall of 2,819 hours saved in 2016.

o Taking charge and ownership of total F&B controllable generated $21,234 in savings which helped accomplish a PORS/PARS of 103.2 by year end 2016 o Assisted the leadership team to continue driving associate engagement scores year over year The Roosevelt Hotel 2014 – 2016

Front Office Manager

Develop and maintain strong guest relationships to ensure hotel loyalty

Establish and maintain strong, effective communication daily with all departments

Participate in lobby ambassador and other activities related to interacting with guests on an individual level, thus creating a relationship and culture that will result in repeat stays

Manage cash handlings including receiving money from guests for payment of hotel charges and making correct change; handle checks and credit cards received from the guests for payment of hotel charges

Ability to maintain a professional and concerned presence during periods of intense activity

Acknowledge all GSA's compliments and assist with proper coaching with staff when needed

Gather, summarize, and provide local area knowledge to inform guests about the property and the surrounding area amenities, including special events and local activities Sheraton New York Times Square Hotel 2012 – 2014

Front Office Supervisor

Review current day’s expected arrivals and check all VIP and special request reservations to ensure that they are pre-registered, blocked properly and other departments are notified of room assignment. Review the daily room availability and inform staff. Check status of departures on a daily basis

Communicate throughout the day with Front Office and other departments to ensure total guest satisfaction

Respond to our guests' questions, complaints, comments, and requests in a courteous and professional manner. Display positive customer hospitality behaviors and determine necessary recovery to ensure guest satisfaction. Take appropriate corrective action to bring issues to closure

Work in conjunction with front office, housekeeping, engineering and F&B to ensure all requirements are fulfilled

Promote the Starwood Preferred Guest Program and provide recognition and benefits to all present members

Gather, summarize, and provide local area knowledge to inform guests about the property and the surrounding area amenities, including special events and local activities

Served on Clinton Global Initiative working closely with Secret Service, Homeland Security and NYPD

Sheraton Stamford Hotel 2008 – 2012

Guest Ambassador

Adhere to brand standards ensuring that all guests receive exceptional service throughout their stay

Field all room and meetings requests from the Starwood Corporate office, including the Senior Level Team. Work in conjunction with front office, housekeeping, engineering and F&B to ensure all requirements are fulfilled. Set up quarterly Town Hall meetings for 300 employees with cocktail hour following meeting

Organize, confirm, process, and conduct all guest check-ins/check-outs, room reservations, requests, changes, and cancellations.

Run daily arrival report using StarGuest; review and act accordingly noting reservations for guests with special needs

Run daily report of all Platinum SPG member arrivals

Coordinate high-level group events such as Rooms University and GMO. Pre-block rooms, set up welcome letter and amenities, arrange for airport transfers, inspect all rooms, and set up conference rooms. Greet all guests upon arrival and work with other departments to ensure meeting needs are met

Promptly report accidents, injuries, property damage or loss to supervisor

Proficient in LightSpeed and Galaxy systems

Travel to other hotel properties to train Guest Ambassador counterpart at the request of corporate office and/or General Manager

Served on hotel committee for Give Kids the World arranging and coordinating charity events

Certified as Train the Trainer

**REFERENCES AVAILABLE UPON REQUEST**

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