Summary

Skills

Experience

YISSEL FRATERRIGO

Highland Mills, NY 10930 917-***-**** adx8f8@r.postjobfree.com Intelligent and enterprising Operations Manager eager to apply 25+ years of experience in the Hospitality Industry to take on new role and responsibilities. Adept at enabling company growth and key operational improvements by weighting corporate objectives effectively and offering timely advice. Expert problem-solver and planner with demonstrated business leadership skills.

Goal setting

Customer retention

Sound judgment

Problem Resolution

Relationship development

Administrative support

Team building

Revenue Driven

Human Resources Knowledge

ADP, Paycom and Workforce Knowledge

Profit and loss accountability

Multilingual

Director of Guest Service Operations Sep 2022 to Current SoJo Spa Club & Hotel Edgewater, NJ

Reviewed guest satisfaction surveys and implemented necessary changes to provide higher level of service.

Oversee Front Office, Safety, Courtesy, Life Guards, Locker Rooms, Guest Relations/Call Center.

Planned and coordinated weekly staff schedule to accommodate ongoing and seasonal needs of property.

Conducted daily meetings with front desk, Safety, Courtesy, Locker Room and Guest Relations/Call Center personnel to discuss arrivals, departures and special requests from guests.

Conduct weekly payroll using Paycom.

Communicated clear and consistent messages regarding departmental goals to produce desired results.

Established operational guidelines and identified opportunities for improvement. Enhanced customer service and satisfaction through policy and procedural changes. Youth Employment Specialist/Human Resources Sep 2020 to Current Bridges from School to Work/Marriott International New York, NY Consult regularly with parents, administrators and specialists to coordinate individualized support for struggling students.

Assist participants with Resume building, job search, interview practice and job readiness.

Develop active pool of employers that can offer jobs consistent with employment. Conduct weekly meetings with participants to go over new jobs, follow-up on their progress.

Front Office Operations Manager/Pre-Opening Team May 2021 to Sep 2022 Margaritaville Resort Time Square New York, NY

Organized resources and staff necessary to handle requirements and maintain strong service levels.

Drove client retention and increased revenue by driving effective customer relationship management protocols.

Education

Additional Information

Reviewed daily financial reports and reconciled accounts to keep information current and accurate.

Spearheaded cross-functional initiative to achieve business goals driving increased revenues and profits.

Director of Operations/Pre-Opening/Accounting Apr 2016 to Aug 2020 AKA Wall Street New York, NY

Delivered and implemented staff engagement, gender diversity and cultural programs alongside robust reporting tool, improving operational quality. Created a strategic plan to enhanced the customer service experience. Assessed each employee's individual strengths and delivered mentoring to improve upon weak skill levels.

Facilitated HR operations, which included strategic workforce planning, performance management, staffing and administration of benefits. Created an upsell incentive that produced an additional $5,000 in rooms revenue. Created a loyalty plan that placed AKA Wall Street at number one in loyalty enrollments in NYC by Preferred Hotels and Resorts. Front Office Operations Manager Jan 2014 to Nov 2016 Conrad New York Hotel New York, NY

Coordinated office activities and operations to secure efficiency and compliance with company policies.

Handled supply purchases and inventory management for office operations and equipment maintenance.

Oversaw training and daily performance of 40 staff members. Oversaw the front office daily operations to include check-ins and check-outs. Director of Guest Services Mar 2012 to Nov 2013

Sheraton Tribeca New York Hotel New York, NY

Attended departmental meetings, providing feedback to enhance future performance. Provided excellent service and attention to customers when face-to-face or through phone conversations.

Improved customer satisfaction by finding creative solutions to problems. Increased Front Office scores from 7.5 to 8.96 by training and leading by example. Rooms Division Director/Revenue Analyst Feb 2008 to Mar 2012 Hilton Woodcliff Lake Woodcliff Lake, NJ

Responsible for managing the Front Office, Command Center, Concierge Lounge and Bell Services.

Increased guest satisfaction index scores from an average 50.0 to 84.7. Attended Hilton Train the Trainer and assisted as facilitator during hotel orientation and Mastering the Art of Service.

Participated as Team Champion part of the Blue Energy committee and member of the Safety Committee.

Assisted the Director of Revenue and was part of the Yield Committee. Pre-Opening Guest Service Manager Jan 2007 to Feb 2008 Courtyard by Marriott Montvale, NJ

Real Estate Agent Jan 2002 to Apr 2007

WoodcliffWoodcliffFraterrigoPeterkin and Fitzgerald Realty Pearl River, NY Director of Front Office Operations Feb 1996 to Mar 2002 Belvedere Hotel New York, NY

Bachelor of Arts, Hospitality Administration And Management May 1999 New York City Technical College Brooklyn, NY

Manager of the year by Empire Hotel Group.

Certified as Hilton Train the Trainer.

Fluent in Spanish and intermediate Portuguese.

Excellent written and oral communication skills.

Extensive customer service experience.

Member of the Revenue Team.

Manager of the year at Margaritaville Times Square Life Coach

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