ABOUT ME

With my extensive experience in diverse luxury and resort environments, and

utilizing local and expat knowledge, I take pride in working to highlight synergistic products built with foundations in team strengths. My management style instills confidence and progress by creating collaborative environments that encourage development on all levels. I successfully mold outstanding teams through motivating ambition and eagerness which directly correlates to ensuring unparalleled guest experience with notable ownership and stakeholder return.

PROFESSIONAL EXPERIENCE

DIRECTOR OF ROOMS

Selina Chelsea, New York, NY 02/2020 - Present

Spearheaded redesign of transition management strategies and re-directing team focus, standards, and operational capabilities. Immediately launched on-site skills trainings and effective communication practices. Prioritized Housekeeping efficiencies and Maintenance PM schedules to lower CPOR. In process of full rebrand and refresh of marketing campaigns reflecting updated amenities and F&B outlets.

*Property currently closed indefinitely due to COVID-19.

• 61 rooms, 4-star

OPERATIONS CONSULTANT

Marbella, ES / London, UK 02/2018 - Present

Consulting solutions for development of project timelines, training plans, and redirected marketing presented to stakeholders. Work directly with company leadership and focus teams to develop internal L&D roles through analysis of learning needs and cost-effective recommendations. Present market knowledge and research based on property-relevant current and developing hospitality trends. Plan concentrated campaigns to address potential new clients within local market by using direct lead generation, follow-up and rebrand awareness.

ACTING GENERAL MANAGER

Margaritaville Beach Resort, Grand Cayman, Cayman Islands Contract 01/2017 - 01/2018

Direct liaison between Project Director, Construction, Operations, and Government Agencies to maintain phasing deadlines and inspections, sustain quality control of OS&E/FF&E, and manage daily resort operation. Collaborated with Margaritaville Corporate to redesign training modules based on employee needs, learning trends, previous hospitality exposure, and environmental dynamic to fully capitalize on $7.5 million payroll investment. Maximized Housekeeping and Maintenance productivity by introducing efficiencies directly reducing CPOR and streamlining FTE. Liaised with Department of Tourism (DOT), Royal Cayman Islands Police Service

(RCIPS), and Department of Labour & Pensions (DLP) producing full- compliance recognition.

+1-646-***-****

adjod9@r.postjobfree.com

Manhattan, NYC, USA

JO

JOCELYN OJEDA

EXPERTISE

Performance Motivation

Operational Efficiency

Training & Development

Project Management

Pre-opening

Transition Management

Strategic Planning

Operations Management

Crisis Management

Government Agency Liaison

Vendor Relations

PROFESSIONAL EXPERIENCE CONT.

ACTING GENERAL MANAGER - Margaritaville, cont.

• $250 million renovation project, 285 rooms, 3.5 star, 150 team members

• Increased ADR from $139 to above $200 during phased opening

• Modernized local marketing campaigns encouraging direct sales and trialing smaller scale incentive strategy pre-international rollout. ASSISTANT HOTEL MANAGER

citizenM NY Times Square, New York, NY 08/2014 - 01/2017 Implemented new PMS and integrations, utilized Union Avoidance techniques, outsourced Housekeeping and increased productivity running 20 credits per room attendant and reducing CPOR. Head of employee onboarding, training, and ongoing development. Launched first US-specific 4.5 week Immersion program for all new hires. Developed beverage program and ongoing training. Managed F&B purchasing and sales. Primary orchestrator of communications for simultaneous hotel operation and ongoing building development completion (2 year project).

• 230 rooms, $345 ADR, 96% Occupancy, $28 million revenue, #13 on TripAdvisor, 4-star

• Managed private events for cloudbar rooftop, $1.5 million revenue.

• FDNY certified Fire Safety Director

ASSISTANT FRONT OFFICE MANAGER

Mondrian SoHo, Morgans Hotel Group, New York, NY 10/2013 - 08/2014 Scheduled team ensuring proper guest service available in bi-level dual-entry lobby while meeting payroll demands. Weekend Night Manager relief overseeing hotel operation, lobby nightclub and seasonal rooftop. Performed team reviews, enforced progressive discipline, and provided ongoing training utilizing EDGE (Engaging Dynamic Guest Experience) program. Promoted revenue increase using NOR1, agent up-sells and strategic rooms management.

• 264 rooms, $246 million property, $325 ADR, 83% Occupancy, 5-star NIGHT MANAGER

Eventi, A Kimpton Hotel, New York, NY 03/2013 - 10/2013 Promoted to full-time Night Manager. First level of command for all emergency situations. Responsible for End of Day/End of Month procedures and pre-stay revenue upgrades. Maintained strict nightly schedule to maximize F&B pre-order revenue and maintain hotel cleanliness and security. Facilitated heightened overnight communications and efficiency trainings. Utilized effective and progressive rooms management for maximum nightly revenue.

• 292 rooms, $400+ million new build property, $359 ADR, 87% Occupancy, 5-star

+1-646-***-****

adjod9@r.postjobfree.com

Manhattan, NYC, USA

JO

JOCELYN OJEDA

PROFESSIONAL EXPERIENCE CONT.

GUEST SERVICE MANAGER

Eventi, A Kimpton Hotel, New York, NY 07/2012 - 03/2013 Promoted to front office management team and Night Audit relief. Responsible for ongoing training, onboarding standards, and motivational performance feedback. Stringent revenue collection avoiding unpaid accounts as well as daily shift audits resulting in minimal adjustments and full team financial understanding.

• Key player in bringing Customer Service Index to an all-time company-wide record high, four months in a row, by utilizing and managing team KPI’s. Top 25 on TripAdvisor.

• Ranked within top three properties, Kimpton-wide (57 properties), and consistently highest ranking within North East region and New York City.

• Union property (Local 6), regularly dealt with Union Delegates and arbitration.

SENIOR AGENT/CHEF CONCIERGE

Eventi, A Kimpton Hotel, New York, NY 04/2010 - 07/2012 Promoted from 70 Park Avenue as concierge frontrunner of front office opening team. Created training and protocol modules, still used presently, for concierge/guest service agents and management. City-wide trusted vendor procurement. Negotiated vendor and internal commissions programs reflecting successful monthly targets and up-sells.

• Welcomed Fila USA to Eventi property and expanded meeting/event needs. Annual conference moved on-site directly increasing account revenue to $300k.

CONCIERGE

70 Park Avenue, A Kimpton Hotel, New York, NY 01/2008 - 04/2010 Coordinated with guests to help plan upcoming trips to New York City, confirm up-sell opportunities and advance ticket sales. Developed strong relationships with long-term guests resulting in repeat hotel stays and positive online reviews. Created new organizational procedures used by peer concierges that furthered efficiency and ease of communication.

• 205 rooms, $68 million property, 4-star

• Personally developed and maintained lucrative relationship with Fila USA for annual conference held during NYFW. Main point of contact for upgrade requests, branded amenities, and transportation needs

(arrival, during, and departure) for all attending members of Fila USA.

$100k revenue.

+1-646-***-****

adjod9@r.postjobfree.com

Manhattan, NYC, USA

JO

JOCELYN OJEDA

ACCOLADES

PASSPORT MAGAZINE

NYC Featured concierge,

multi-page spread, print

2011

CABLEVISION

NYC Featured concierge,

filmed interview

2012

TRAVELAGE WEST

NYC Featured concierge,

Concierge Corner, online

2011

Contact this candidate