Ricky Arechiga

**** ********* ***** **********, ** 75010

adiqha@r.postjobfree.com

917-***-****

EXPERIENCE

Serendipity Labs Dallas HALL Arts

General Manager of Operations & Events September 2017 – April 2020

Opened the brand’s first Texas location, and oversaw all pre-opening efforts including staffing, staging of offices, marketing, and communication with the building and construction team

Responsible for the day-to-day operations of a 30K sqft upscale and flexible shared workspace including member satisfaction, financial goals, inventory, and all meetings & event sales

Led sales initiatives and onsite coordination for over 150+ different meetings & events for clients such as PricewaterhouseCoopers, Deloitte, Zillow, Adobe, and Salesforce. Initiatives resulted in over $182K in revenue in the first year and $202K in second year of operation, surpassing target goal by 33%

Consistently achieves highest satisfaction and loyalty ratings through client feedback surveys, as well as 30 5-star Google Reviews leading to a 4.9-star overall rating

The Waldorf Astoria Hotel, New York, NY

Assistant Director of Front Office Operations May 2016 – February 2017

Managed the day-to-day operations for a 1,300-room hotel, including overseeing 8 front-of-house managers, and over 40 unionized front office employees

Implemented new standards of procedure, ensuring service standards exceeded guest expectations

Played a fundamental role in the transition of The Waldorf Astoria-New York front office in its final year maintaining standards and processes resulting in the highest satisfaction/loyalty scores (SALT) and Trip Advisor rankings compared to previous years. The Waldorf Astoria-New York moved up in service from 27th to 24th within the brand and from 297 to 277 within New York City hotels

Ensured the satisfaction of VIP guests and attendees for key events at the hotel, including Alfred E Smith Memorial Dinner, National Football Foundation Awards, and the United Nations General Assembly

The Rainbow Room, New York, NY

Director of Guest Services and Maître D’ March 2015 – April 2016

Managed guest relations for the Rainbow Room, as well as assisting in day-to-day operations for The Rockefeller Center private member Dining Club, Rainbow Room banquet events, and bar operations in Bar Sixty-five at the Rainbow Room

Managed guest engagement and responses through social media sites; OpenTable, TripAdvisor and Yelp

Oversaw reservations for the Rainbow Room including Sunday brunch and evening dinner and dancing.

Trained and led a team of four reservationists and 15 Rainbow Room hosts in the standards of a five-star luxury environment to gain and retain customer loyalty

Used creative approaches to yield top revenue and high cover counts in the Rainbow Room during brunch and dinner, with strategies geared towards a better overall guest experience

Oversaw large group reservations for the Rainbow Room in upwards of 50+ people. Managed relationship with group contact, including contract negotiations, menu customization and overall communication

Acted as lead contact and liaison with New York hotel concierges for all inquiries and reservations, building relationships and gaining community support for the Rainbow Room

The New York Palace Hotel, New York, NY

Director of Guest Relations July 2011 – January 2015

Guest Relations Manager December 2010 - July 2011

Led Guest Relations operations, including VIP guest services, communications, budget management, and profitability

Managed guest experience for United Nations General Assembly for 8 years including dignitaries, royal families, and other high-level officials

Responsible for overall experience for high-profile celebrities and professional athletic teams, including Boston Red Sox, Miami Heat, and Juventus Italian Soccer Club

Negotiated cost efficient amenities for guests, while maximizing guest expectation

Created and executed cross-promotional and sponsored guest packages, including a partnership with Cinderella the Musical and The American Girl store to drive sales

Led the cultivation of guest loyalty by maintaining relationships online and in-person

oResponded to guests through Trip Advisor and social media, setting the New York Palace apart from competitors

oOversaw HotSOS System for tracking guest incidents, guest orders, and service orders, and track guest issues for VIPs to ensure smooth arrival and stay for future visits

oEstablished personalized service with all guests through pre-arrival calling, meet and greets, and pre-departure calls

Worked with In-Room Dining to improve process, accuracy of orders, and timeliness of amenity deliveries

Managed departmental budget and finances, maintaining forecast accuracy and cost controls

Led the implementation and training for Forbes 5 Star standards in the department

Front Office Manager July 2007 – December 2010

Managed Front Office department, including 5 managers, 2 rooms controllers, 20 unionized guest service agents, and concierge department, as well as front services, including 30 unionized bellman and doorman, package room and mail desk agents

Partnered with Conference Services and Sales to meet rooming demands and requests of large corporate groups, high-profile entertainment, and diplomatic guests

Hilton Park Cities Hotel, Dallas TX

Front Office Supervisor February 2006 – June 2007

Delivered the highest level of service to VIP and special attention guests, and assisted with group arrivals, as well as needs from the Catering and Conference Services departments

Managed daily Front Office reports and team building activities, including training and guidance for a team of 5 front desk agents

The Marketing Arm/Davie Brown Talent, Dallas, TX

Talent Coordinator & Regional Operations Coordinator February 2005 – December 2005

Worked on the creation and development of The Davie Brown Celebrity Measuring Index, which provides brand marketers with an approach to quantify and qualify the use of celebrities in marketing campaigns by evaluating a relevance to a brand's image, target demographic and influence on consumer buying behavior

Coordinated “48 hours of the Force,” the largest outdoor merchandise tent event for Walmart Stores, Inc. which partnered Hasbro Inc. and Frito-Lay to promote the release of the movie, Star Wars: Episode III

Responsible for a team of over 100 staff members throughout the East Coast including product vendors, staffing agencies, Wal-Mart managers, tent companies, and city workers

EDUCATION

University of Dallas, Dallas, TX

Graduate School of Management: Pre-MBA Program/Sports Management, 2005

Texas Tech University, Lubbock, TX

Bachelor of Science: Mass Communications/Spanish, 2004

ADDITIONAL INFORMATION

Computer Skills: Opera, HotSOS, On-Q, Springer-Miller, Open Table, Avero Slingshot, PowerPoint, Excel, Concierge Assistant, Go-Concierge,

Language Skills: Native speaker in English and Spanish

Contact this candidate