Resume

• 2017

  Student - Doctor of Philosophy - PhD

  Hospitality Administration/Management

  Iowa State University

• 2012

  Master's Degree

  Hospitality Administration/Management

  Florida International University

• 2009

  Bachelor of Arts (B.A.)

  Business Administration and Management

  General

  Columbia College

• 2003

  Associate Degree

  Arts

  Valencia Community College

• Rooms Division

  Food Safety

  Hospitality Management

  Customer Service

  Hospitality Industry

  Front Office

  Budgets

  Resorts

  Hotel Management

  Food & Beverage

  Hotels

  Hospitality

  Placa

  Nelson M.

  Placa

  The Ritz-Carlton San Juan Hotel

  Spa & Casino

  The Walt Disney World Company

  Walt Disney World

  Ritz-Carlton

  Four Seasons Hotels and Resorts

  Marriott at Legacy Park

  Valencia College

  •\tResponsible for all aspects of guest service and the quality of experience delivered to the guest.\n•\tDetermine staffing and labor needs for the Front Office Cast Members based on operational need.\n•\tCommunicate pertinent information for multiple leisure

  incentive

  and tour groups to both frontline Cast and Leadership team.\n•\tPartner with other line of businesses i.e. Housekeeping and Engineering to provide guests with a room ready upon check-in.\n•\tWork with Frontline Service Advisors to monitor staffing levels through ABWs (Analystic Based Workloads).\n•\tProvide direct and honest feedback to cast members regarding individual performance.\n•\tResponsible for the on-going development of all cast members

  and assures employees morale is maintained at a high level.

  Walt Disney World

  Residences Concierge

  Accommodate all resident requests expediently and courteously i.e. hotel reservations

  transportation

  airline arrangement

  dining reservations and more.\nMonitor and maintain the cleanliness of the lobby and work areas.\nMaintain updated resource materials on all vendors and information to accommodate residents' requests.\nCoordinate Hotel Services - Reservations

  Laundry/Dry Cleaning

  Room Service

  Housekeeping

  Restaurant

  Catering etc.\nMaintain Security and Safety of Residential Units through Key Track

  and only providing access through approved Unit Access Forms.

  Ritz-Carlton

  Four Seasons Hotels and Resorts

  Chicago

  Manage the labor needs and productivity of the Front Office Department\nHotel Manager on Duty

  responsible for the overall hotel operation\nWork with Housekeeping Staff to ensure the hotel is maintain up to Four Seasons' Standard\nResponsible for the overseeing the night audit of the hotel\nImplemented several procedures to help increase safety and cleanliness awareness\nCoach/Train employees with service standards to maintain Mobile/Exxon 5 Star / AAA 5 Diamond Rating.\nRespond to Guest Concerns and Emergency Calls\nResponsible for the overall cleanliness of public areas of the hotel

  Hotel Assistant Manager

  Provide curbside check-ins and requests for high-profile guests

  including partnering with Security to maintain Guest confidentiality.\nProvide high-energy

  hands-on leadership with strong focus on business results.\nDetermine staffing and labor needs for the Concierge Team.\nCreated

  developed and facilitated a class for concierge employees focusing on Service.\nResponsible for P&L and Other Expenses

  including achieving annual goals

  cost control and inventory control.\nWork closely with Chef and Receiving Department to oversee Lounge operations.\nResponsible for all aspects of guest service and the quality of experience delivered to the guest.\nResponsible to take proactive approach to guest service

  i.e. time spent on operation interacting with guests.\nEmpowers staff to deliver service standards and guest recovery.\nResponsible to provide direct and honest feedback to employees regarding individual performance.\nResponsible for the on-going development of all employees

  and assures employees morale is maintained at a high level.\nConduct interviews for Concierge Candidates.\nInvited to work on the Operational Task Team at the 2004 WDC Stockholders Meeting in Philadelphia.\nManaged the Front Office Desk Convention Assistants Team\nDeveloped successful strategies for seamless remote check-ins

  including room assignment and collateral delivery. \nBuilt two training rooms dedicated to the proper training of all employees

  which enables them to access four computers to complete their online training and concentrate on their knowledge of the

  The Walt Disney World Company

  Assistant General Manager

  Marriott at Legacy Park

  Front Office Manager

  Managing a work team of 22 employees

  including 3 supervisors.\nResponsible for all financial aspects of the Front Office department such as budget construction

  month and year projections

  profit and flow through achievement. Handle Guest and Office Supplies purchase

  inventory and expense control.\nFacilitate trainings and meetings in order to improve hotel operation and reduce product and service opportunities. \nResponsible for inspiring excellence of service and creating memorable guests experience.\nHandle Guests Satisfaction and Employee Satisfaction index

  increasing Guest Satisfaction by 10% from previous year and accomplished 91% in Employee Engagement Survey.\nHelped increased hotel's RevPar by 7.86% per room revenue from last year by implementing an upgrade program that helped increase revenue. Front Desk Team reached $320

  000 in 2007 on upgrades and in 2008 reached $780

  000.\nResponsible for the productivity and labor of the department based on operational needs.\nImplemented a new check-in process called "check-in on wheels

  " where the Front Desk Agent met Group Guests directly at the airport and did check-in onboard the bus while arriving to the hotel.\nLead the Front Office Team to AAA 5 Diamond Rating in the Check-In and Check-Out experience in 2007/2008.\nCover Manager on Duty shifts on a weekly basis

  responsible for the safety and experience of Guests and Employees.\nWorked on the conversion of FIDELIO to Opera Hotel System

  The Ritz-Carlton San Juan Hotel

  Spa & Casino

  Professor

  Hospitality Management

  • Teach undergraduates Human Relations & Supervisory Development

  Marketing & Sales in Hospitality and Introduction of Hospitality\n• Stimulate students' involvement through use of case studies

  articles and videos.\n• Maintain effective relationships with students

  faculty

  staff

  and external constituencies.

  Valencia College

  English

  Spanish

  ETA SIGMA DELTA

  International Hospitality and Tourism Management Honor Society