Front Office Social Media

ALYSSA VAN HAASTEREN

201-***-**** adiysc@r.postjobfree.com New York, NY

PROFESSIONAL SUMMARY

Customer obsessed who focuses on providing consistent exceptional experiences and solutions. Strategic, hands-on, creative, solutions driven leader, with a meticulous attention to detail. Ability to communicate with all stakeholders in an effort to achieve organization goals.

EMPLOYMENT EXPERIENCE

NEW YORK HILTON MIDTOWN APRIL 2014 – PRESENT

ASSISTANT DIRECTOR OF FRONT OFFICE June 2019 – Present

Tracked productivity of approximately 80 employees, exempt, non-exempt, non-union and union.

Increased revenue by 215k over the course of 6 months by creating and implementing a no show/cancellation policy.

2019 nominee for two awards; “NYC Big Apple Award – Manager” and “Hilton’s Excellence in Leadership”.

Strategically coached, mentored, continuously developed team members to be empathetic, understanding, customer service centric, and provide memorable service.

Managed weekly payroll, approved PTO requests, created employee schedules, met labor goals.

Facilitated a variety of trainings, including customer satisfaction, upsells, safety initiatives, and any trainings to stay compliant with local and federal guidelines.

Enhanced the team culture by implementing a variety of creative initiatives, consistently communicating, and having an open-door policy.

GUEST RELATIONS MANAGER April 2018 – June 2019

Responsible for creating customer memorable experiences, which lead to driving customer satisfaction scores up by 30%.

Customer focused role; created personalized amenities, packages, welcome kits, and other collateral in an effort to surprise and delight all customers.

Responded to all social media surveys in a personalized manner addressing the needs and issues which rose.

Communicated deficiencies to impacted departments in an effort to resolve in a timely manner.

ASSISTANT FRONT OFFICE MANAGER August 2014 –April 2018

Winner of “Excellence in Leadership” in Q2 of 2017. Nominated for being a strong,

communicative, hands-on leader.

Reported to the Director of Front Office and managed a team 70+ hourly union employees.

Achieved 200 total nightly sell-outs by executing a variety of personal strategies.

Collaborated with all departments and stakeholders in an effort to achieve organizational goals and consistent exceed quarterly KPI’s.

FRONT OFFICE INTERN April 2014 – August 2014

Managed the Macy’s Day Parade reservations and all customer details for a successful event.

Partnered closely with senior leadership supporting a variety of projects.

MYRTLE BEACH HOTELS MARCH 2012 – OCTOBER 2013

3-TIER INTERNSHIP

Hired as a Front Office Supervisor, promoted to Reservationist/Group Sales, and successfully transition to a Housekeeping Administrator.

TECHNOLOGY SKILLS: SaaS, PowerPoint, Keynote, Adobe, Microsoft Office

EDUCATION:

Coastal Carolina University,

Bachelor of Science – Business Administration, Resort Tourism Management

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