Hotel Operations & Human Resources

MARITZA RODRÍGUEZ TIRADO

787-***-**** • ****.*******@*****.*** • https://www.linkedin.com/in/maritza-rodriguez-tirado-36290425/ SUMMARY

Experienced Hotel Operations Manager with a proven track record in driving exceptional customer service, maximizing revenue, and managing cross-functional teams. Multi-faceted Human Resources professional with diverse industry experience and consulting services. Result-oriented, excellent communication and interpersonal skills with the ability to relate effectively to individuals at all levels within the organizations. Highly organized, analytical and decisive with strong problem-solving capabilities. Passionate about delivering excellent guest experience. Excellent written and oral communication in Spanish and English. Knowledge in Microsoft Office, Payroll Softwares and OSHA Certification (30 hrs.) AREAS OF EXPERTISE

Startups Hotel & Casino Start-ups & Operations Restaurant Chains Customer Service Employee Relations Staffing & Recruitment Leadership HR Policies & Procedures Design Supervision Labor Law & Practices Employee Benefits Disciplinary Matters PROFESSIONAL EXPERIENCE

ALOFT PONCE & BONVOYAGE CASINO / HARD ROCK CAFÉ PONCE, Ponce, Puerto Rico 2020 – 2026

(MARRIOTT INTERNATIONAL INC.)

Director of Human Resources

Establish, maintain, and ensure adherence to all personnel-related policies and procedures.

Apply principles of logical thinking to a wide range of intellectual and practical problems to perform and direct many varied and complex tasks. Interact with employees and guests beyond giving and receiving instructions, emphasizing relationships with supervisors, subordinates, co-workers, and guests in completing assignments.

Develop, direct, and oversee overall property recruitment and hiring activities strategies for all exempt and non-exempt positions.

Support and uphold property philosophy concerning hiring, employee relations, supervision, and disciplinary action.

Maintain property employee’s human resources information system to provide accurate employee records that comply with all applicable federal, state and local laws.

Oversee and investigate all employee relations and labor-related matters as they relate to federal, state and local employment and civil rights laws, including, but not limited to, Title VII, ADA, ADEA, FMLA, FLSA, Equal Pay Act, Pregnancy Discrimination Act, workers compensation and comparable state and local laws, and general human and civil rights.

Maintain and administer employment, wage and salary, benefit, OSHA, ADA and incentive programs (where applicable). Assitant GM & Manager on Duty 2024 - 2026

Assisted the General Manager in enhancing operational efficiency.

Manage the daily operations of the Hotel including Front Desk, Reservations, Valet, Conference Management, Rooms Control, Housekeeping, Leadership, Engineering, Sales, Banquet as well as other functions as assigned.

Ensure that Excellence in entire property operates to the highest standards required by management.

Collaborate with kitchen, Events, and Reception services to ensure smooth operations.

Monitor all property staff performance, productivity, and customer care standards.

Assume managerial responsibilities in the absence of General Manager.

Collaborate with cross-functional teams to ensure excellent customer service.

Establish long lasting business relationships, acted as Corporate liaison within business community and networking.

Manage over 100 employees at one time each shift, over 300 total.

General administration for the Sales & Banquete Department. Food & Beverage

Oversee all aspects of a hospitality venue's food and drink operations, including restaurants, bars, and banquets, managing staff, controlling costs, developing menus, and ensuring customer satisfaction to drive profitability and maintain quality standards.

Managing the day-to-day activities of the F&B department including bar, ensuring service standards are met, and overseeing all aspects of the dining and beverage service.

Collaborating with chefs to create appealing menus that align with market trends.

Supervise ordering food and drink supplies and inventory to ensure availability and control waste.

Monitoring customer feedback, resolving issues, and ensuring a positive dining experience for guests.

Maintaining health, safety, and sanitation standards within the establishment.

Ensuring high-quality service and guest experiences for both day-to-day dining and special events like banquets.

Oversee all aspects of banquet operations from setup to breakdown, ensuring timely and efficient service. Maritza Rodriguez (Page 2)

Coordinate with the kitchen and catering teams to ensure accurate food and beverage service aligned with guest expectations.

Review banquet event orders (BEOs) and conduct pre-event meetings to confirm event details. Housekeeping Manager 2021 - 2023

Responsible for the daily shift operations of Housekeeping, Public Areas and Laundry.

Directed and worked with employees to verify property guestrooms, public space and employee areas are clean and well maintained. Completes inspections and holds people accountable for corrective action.

Proudly elevated the housekeeping cleaning standards.

Staff recruitment, orientation, trained, and motivated over 38 employees.

Continual coaching, documentation, and performance reviews.

Trained staff on safety, standard procedures, new technologies, and required chemicals in accordance with MSDS.

Established and enforced high expectations for arena cleanliness and ensure all job assignments are completed, conforming to building standards.

HOLIDAY INN & TROPICAL CASINO, Ponce, Puerto Rico 2018 – 2020

(IHG HOTELS & RESORTS)

Human Resources Manager

Managed Human Resources programmes for the hotel and casino team members.

Responsible of promoting a positive team culture while ensuring the guests experience is unique and brings the brand to life.

Ensured hotel and casino hiring standards and applicable laws and regulations are followed in a timely manner for recruiting and selection processes. Design hiring plans for all hotel and casino departments based on seasonal needs. Build relations with outside contacts.

Oversaw maintenance of accurate and up-to-date personnel files and records for all employees.

Conducted new team member orientation providing hotel or casino standards, policies, procedures, rules and team members benefit programmes.

Educated managers on progressive discipline processes in accordance with hotel and casino policies including progressive disciplinary process, performance management, and productivity, and enhance performance.

Oversaw employee attendance and working schedules, including paid time off, overtime and breaks.

Assisted in the creation of and work within the established HR department budget and control expenses.

Worked with department managers to develop initiatives to reach service standards and drive continuous improvement in the guest and casino client experience.

CONSULTANT/INDEPENDENT CONTRACTOR, Puerto Rico 2016 – 2018 Major Engagements: Careers Transition Inc:. (Outplacement Programs) Wrote resumes and coached clients on interview techniques and career transition while helping them find a new job. Aon Hewitt: (Hewlet Packard) HR Generalist for 276 employees. Diaphoros, Inc.: (Cabrera’s Auto, Caballero’s Trucking, Services Zone) Provided human resources department auditing and process improvement. Papa John’s: Executed all HR activities for corporate office including HR policy and process bi- weekly payroll for 400 salaried/hourly employees. Developed proposals for Law 52-Salary Incentive Program of de Department of Labor for the Government of Puerto Rico that resulted in a $45K grant. CAMPOFRESCO CORP., Santa Isabel, Puerto Rico 2013 - 2016 Human Resources Manager

Managed and processed weekly and bi-weekly payroll for 170 salaried/hourly/temp employees.

Supervised an office staff of nine (9) with diverse duties.

Implemented HR standards and compliance, revamped employee handbook, policies and procedures, job descriptions and introduced a performance evaluation system. Managed absence, discipline and grievances; measured employee satisfaction and identified areas that require improvement.

Ensured Managers were up to date with changes to any policies and advising on all people issues.

Managed talent and succession planning; taking overall responsibility for recruitment activity.

Created pay offers (base, bonus & equity) for new hires, internal promotions and lateral moves.

Participated in the evaluation of new jobs and internal promotions or reclassification of exempt and nonexempt positions. Created salary scales and recommended appropriate salary grades.

Maintained benefit costs with no increase for the past two years. EDUCATION & PROFESSIONAL CERTIFICATIONS

INTERAMERICAN UNIVERSITY OF PUERTO RICO, Guayama Campus Bachelor of Business Administration

Major in Human Resource

Bachelor of Business Administration

Major in Management

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