Tiffany Mirander

424-***-**** ad1vsh@r.postjobfree.com Los Angeles, CA

EXECUTIVE SUMMARY

A highly experienced executive specializing in Rooms Operations of the Hospitality Industry. Demonstrating ability to lead diverse terms to new levels of success in this highly competitive industry. Developed and implemented team operations to achieve and surpass goals of department and company.

SKILL HIGHLIGHTS

Operations management Hospitality management

Develop and implement training standards Complex problem solving

Monthly and yearly P&L Customer satisfaction

Forecast and budget Leader of a 80 person team

PROFESSIONAL EXPERIENCE

Director of Rooms 05/2023 – Present

The Georgian Hotel

Oversee the activities of rooms departments including, PBX, Front Office, Guest Services, Security, Valet, and Housekeeping

Implements and oversee the daily quality process on property

oGoal communication, associate improvement, compliance with corporate standards, service recovery and problem resolution

Interview, hire, train, recommend performance evaluation, resolve problems, provide open communication, and recommend discipline and or termination when appropriate

Monitor hotel occupancy to align with forecasted budget. Supervise and review cost and inventory controls.

Working closely with the General Manager in establishing and monitoring policies and guidelines in the day-to-day operation of the hotel to ensure profitability and consistency.

oLeading Hotels of the World Ambassador

Director of Guest Relations 05/2022 – 05/2023

Hollywood Roosevelt

Ensure the highest level of hospitality and service and provide a positive and memorable experience

Provide service above and beyond

oSupply guests with directions, information regarding property, amenities, services, and local attractions

Ensure all request/issues have been resolved to the guest’s satisfaction

oSend pre-arrival and follow up/post stay emails

Prepare welcome cards and special amenities, working closely with food and beverage, front office, and sales

Inspects VIP rooms working closely with housekeeping and engineering to ensure all rooms are read free from defects and meets all VIP room standards

Oversees IPrefer Loyalty program with Preferred Hotels and Resorts, American Fine Hotels and Resorts to ensure all welcome and benefits standards are being met

Works closely with Reputation Lab

oTracks Revinate data, guest responses and reviews

Maintains a strong working relationship with all departments to supports property operations and goals

Operations Manager 10/2021 – 05/2022

RWL Counseling and Support Services Los Angeles, CA

Long-term planning to create initiatives that further the company’s overall goals

Coordinating different teams to foster exchange of ideas and provide cross-term learning opportunities

Communicating with the board about shifting company priorities and projects

Identifying opportunities to expand or shift course to take advantage of change in the market

Over Night Front Office Manager 09/2019-09/2021

Soho Warehouse Los Angeles, CA

Responsible for the overall operation of the hotel during off – peak hours of 48 room

Representing the General Manager during evening hours, making decisions, successfully resolving guests’ concerns.

Coordinate tasks and work with other departments, serving as a departmental role.

Maintain complete knowledge of and comply with all departmental policies/service procedures and standards.

Successfully run the hotel’s End of Day/End of Month procedures on a nightly basis that includes backing up all hotel folios, credit card settlement, Micros, and various other hotel reports

oBalancing open folios and cash flow for nightly revenue

Maintain complete knowledge always of

oAll hotel features/services, hours of operation

oAll room types, numbers, layout, décor, and location

oAll room rates, special packages, and promotions

oDaily house count and expected arrivals/departures

Oversee room inventory and ensure proper blocking strategies are in place.

Developed and executed service standards following hotel acquisitions and during period of repositioning.

Over Night Manager 08/2018-08/2019

Shutters on the Beach & Hotel Casa Del Mar Santa Monica, CA

Promptly provide accurate information regarding availability, accommodation types and rates

Promotes both hotels marketing program

Assigns reservations based on guest preferences and availability

Answers questions regarding hotel facilities, services, local attractions and directions

Handles complaints in a tactful manner and negotiates resolutions

Develop and maintain a return guest program that is financially responsible to both Shutters and Casa del Mar

Handles complaints, settling disputes and resolving grievances and conflicts

Participates in the development and implementation of corrective action plan based on review of comment cards and guest satisfaction

oForbes, Leading Hotels of the World and Preferred Hotels trained

Ensure compliance with all Front Office policies, standards, and procedures

Monitors adherence to all credit policies and procedures to reduce bad debts and rebates

Communicates critical information from pre- and post- conversations

Front Office Supervisor 01/2018-08/2018 Hollywood Proper Residence Hollywood, CA

Makes introductory calls to all future residents prior to move-in and initiates face to face meeting with new residents to assure quality control and confirm satisfaction with service that was provided.

oProvides comprehensive move in orientation.

Provides administrative support for Operations and Front Desk Director

In partnership with the building team members, serves as a liaison to the residents to foster good landlord/resident relationships.

Manages all incident reports and liaises with contracted Risk Management o

oHuman Resource for follow up.

Maintains accurate, efficient files for all site administration, including but not limited to:

oLease files, operational procedure files and work order files

Operations Vendor Management including but not limited to:

oCertificates, scheduling and managing a vendor database and loading dock management.

Oversees workmanship of work orders and timely completion of work order system.

Handles all resident complaints expeditiously, diplomatically, and professionally.

oEnsures efficient and courteous response to all resident escalations.

Provides resolution to resident problems and on-going resident relations.

oMaintains tracking mechanisms developed for follow-up of service requests.

Reports to the General Manager with a dotted line to the Director of Operations and Director of Front Desk

Arise Hospitality Solutions 09/2016-12/2017

Sales Account Manager Pasadena, CA

Refine and execute sales strategy to meet business goals in the area

Contribute to pricing decisions by providing market intelligence, competitive information, and other market, customer, and partner feedback

Compile and generate spreadsheets capturing key data related to company’s active contracts

Edit documents and manuscripts as needed

Communicates vividly to customers and operations

Develop a high level of product knowledge

Develop and implemented standard operating procedures to bridge data gaps and resolve related issues

The Ritz-Carlton 02/2012-08/2016

Guest Services Representative/Front Desk Agent Los Angeles, CA

Enhanced the guest’s positive feedback by 40% through exceptional work etiquette and hospitality skills.

Provided information to guests about the property and the surrounding area amenities.

Protected the privacy and security of our guests.

Handled guest check in and checkouts professionally and in a welcoming and specialized manner.

Implemented proactive approach in customer complaint resolution enhancing the efficiency of department by 50%

Verified that all updated reports have been run.

Maintained the hotel's high standard of service and hospitality.

Increase guest satisfaction from 37.2% to 87.5%

Disney Cruise Line, Orlando 11/2009-10/2011

Ensemble Performer/Character Look-alike Orlando, FL

Performed on stage to a live audience.

Performed meet- and- greets as costumed characters.

Rehearsed dance steps and movement under the direction and instruction of a choreographer.

Education

BA of Science in Behavioral Health – In Progress

Grand Canyon University

REFERENCES

Available upon request

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