Daniela Brady
Telluride
Summary
Offering foundation in customer service and hospitality, eager to learn and grow in guest services management. Brings ability to quickly grasp industry standards and apply effective communication and problem-solving skills. Successfully leaded teams in the hospitality industry. Ready to use and develop organizational and interpersonal skills in the Rooms Division roles.
Overview
11
11
years of professional experience
Work History
Housekeeping Manager
Madeline Hotel and Residences Auberge Resorts
07.2024 - Current
- Reduced staff turnover by providing ongoing training, support, recognition and mentorship to team members. During my time with the team our department got one of highest employee satisfactions scores.
- Streamlined housekeeping operations by implementing efficient scheduling and tasks. Created check lists and daily procedures to ensure all duties are completed.
- Increased employee performance through effective supervision, positive feedback and constant training of ARC and Forbes standards.
- Evaluated employee performance and developed improvement plans.
- Created a recognition system personalized for each employee to create that sense of uniqueness.
- Investigated customer complaints promptly, seeking timely resolutions to maintain positive guest experiences throughout their stay at the hotel.
- Created a culture of constant interaction with guests and our team to provide highly personalize service to our guests.
- Assisted with room assignments by providing feedback to the Guest Services team regarding the best rooms that can accommodate each guest needs.
- Assisted in budget for the Housekeeping Department, ensuring accurate forecasting of expenses related to staffing, supplies, equipment, and other costs.
Assistant Housekeeping Manager
Madeline Hotel And Residences Auberge Resorts
06.2023 - 07.2024
- Trained and mentored all new personnel to maximize quality of service and performance.
- Increased employee performance through effective supervision and training.
- Conducted regular room inspections to verify compliance with housekeeping standards.
- Completed schedules, shift reports, and other business documentation.
- Achieved with my team 5-Star Award by Forbes 2024.
- Investigated guest complaints and resolved issues to increase customer satisfaction and establish trust.
- Communicated repair needs to maintenance staff.
- Assigned housekeeping staff to specific shifts and room blocks based on abilities and daily requirements.
- Developed strong relationships with employees through consistent communication and support, leading to increased retention rates.
- Oversaw annual budget to handle supply, labor and maintenance needs.
Concierge
Hospitality Services Madeline Hotel Auberge
10.2022 - 06.2023
- Created and maintained comprehensive database of local attractions and restaurants to assist personnel in recommending guest entertainment.
- Greeted guests upon arrival by providing warm welcome.
- Communicated with guests prior their arrival and provide important information to ensure satisfactory stay.
- Verify vendors invoices and guest charges to have control of payments to these vendors.
- Created personalize itineraries for each guest including dinner, transportation, ski lesson, lift tickets and adventures.
- Remedied issues quickly and effectively through active listening, conflict resolution, and dynamic communication skills.
Housekeeping Coordinator
Hospitality Services Madeline Hotel Auberge
06.2022 - 10.2022
- Assigned housekeeping staff to specific shifts and room blocks based on abilities and daily requirements.
- Conducted regular audits of public spaces and staff work areas to maximize quality control.
- Monitored priorities and liaised between maintenance team and management, delegating tasks to complete on time.
- Worked with front desk to respond promptly to all guest requests.
- Conducted regular room inspections to verify compliance with housekeeping standards.
- Assured the completion of special request and delivery on time of each room.
Guest Services Supervisor
Hospitality Services- Madeline Hotel Auberge
03.2022 - 10.2022
- Delivered new hire and recurrent training to maximize team productivity and compliance with standards.
- Managed guest check-in and check-out procedures.
- Mentored the front desk and bell team, demonstrating Forbes and Auberge Standards.
- Audit open balances and follow up with the corresponding department the closure of each of them.
- Provided a daily briefing the front desk and bell staff with standards, events and VIP arrivals of the day Followed up with the housekeeping team the prioritization of rooms for VIP, early arrivals, room moves and special requests.
BTT Travel Agent
Las Catalinas
11.2021 - 02.2022
- Asked open-ended questions to better ascertain client needs and determine best travel offerings of Las Catalina's community.
- Followed up potential sales through a sales flow to ensure closure.
- Developed work flows on Hubspot the attract potential leads and create them costumers.
- Supervised payments via credit and debit cards and handled sensitive information with professionalism and discreteness.
Guest Service Agent-Trainee Program
Madeline Hotel and Residences, Auberge Resorts
12.2019 - 04.2021
- Developed and coordinated trainings to help individuals learn company policies and procedures and job tasks.
- Managed guest check-in and check-out procedures, reservations and payments.
- Responded to guests, including email, telephone and in-person inquiries.
- Balanced hotel accounts at end of each shift.
- Managed guest issues promptly with knowledgeable and friendly service.
- Rectified issues to complete satisfaction.
- Arranged special accommodations for guests to maintain optimal satisfaction.
- Managed customer complaints and rectified issues to complete satisfaction.
- Night Audit.
- Handled night audit paperwork, running reports and PMS.
Student Exchange Programs Director
Vemsa
12.2018 - 12.2019
- Surpassed year sales goals 20% by client retention and implementing new products.
- Implemented the usage of CRM and HubSpot to improve sales performance.
- Interacted with prospects and customers at various events, including trade shows, seminars and workshops.
- Strengthened product branding initiatives and coordinated effective marketing campaigns.
- Managed budget and prices of the student product portfolio.
- Searched and maintained relationships with the third party suppliers around the world.
- Negotiated agreements with airlines for students rates through the ISIC student card.
- Recruited, hired and trained new employees, including monitoring and review of individual performance.
Student Exchange Program Sales Executive
Vemsa
05.2015 - 12.2018
- Became top sales performance of the Student Exchange Program department and promoted to Director of the Student Exchange Programs Department.
- Surpassed year sales goals 50% of the Student Exchange Program: Work and Travel USA by applying the correct follow up of sales leads.
- Communicated travel requirements to students and collaborated with preferred vendors to maximize company profit.
- Guided through the exchange program pre arrival process to the student and family.
- Prepared students for job fairs, travel experience and visa process.
- Coordinated legal paper work with suppliers and visa appointments with consulates.
Gallery Host
Hyatt Place Tres Ríos
05.2014 - 04.2015
- Gallery Host Multitasking role where I performed the role of, , Restaurant server and Events coordinator.
- Maintained smooth operations by correctly assigning rooms and coordinating efficient guest check-ins and check-outs.
- Posted charges, updated accounts and issued bills to departing guest Served clients at the restaurant, placed orders and prepared mise and place of the restaurant.
- Coordinated the event schedule, service and pre arrangements.
Accommodation Manager
FIFA Women's U17 World Cup
08.2013 - 04.2014
- For the LOC Selected the hotels used for the tournament with the FIFA Accommodation team.
- Arranged meetings and logistics with FIFA and the hotels selected.
- Coordinated the workspace set up at stadiums and Headquarter hotels for the Draw of the tournament and the tournament.
- Ensured the quality standards in workspaces and hotels welcome desk.
- Managed reservations of VIP Guest of the Soccer Federation of Costa Rica Negotiated special rates for Local Organization Committee of the tournament and Media.
- Recruited and trained interns for the several positions of the Accommodation team.
Education
BBA - Hotel Management
Universidad Latina De Costa Rica
Heredia, Costa Rica 01.2014
Diploma Diplome Culinaire D'Hotelier - Culinary Arts
Le Cordon Bleu College of Culinary Arts
09.2012
Skills
- Highly Personalize Service
- Guest Satisfaction
- Staff Management
- Process Improvement
- Employee Training
- Product Development
- Excellent Communication Skills
- Strong Interpersonal Skills
- Team Leadership
- Conflict Resolution
- Sales strategies
- Negotiation
Programs
- Alice
- Opera
- HMS
- Amadeus
- HubSpot
Languages
Spanish
Native or Bilingual
English
Full Professional
Portuguese
Limited Working
Timeline
Housekeeping Manager
Madeline Hotel and Residences Auberge Resorts
07.2024 - Current
Assistant Housekeeping Manager
Madeline Hotel And Residences Auberge Resorts
06.2023 - 07.2024
Concierge
Hospitality Services Madeline Hotel Auberge
10.2022 - 06.2023
Housekeeping Coordinator
Hospitality Services Madeline Hotel Auberge
06.2022 - 10.2022
Guest Services Supervisor
Hospitality Services- Madeline Hotel Auberge
03.2022 - 10.2022
BTT Travel Agent
Las Catalinas
11.2021 - 02.2022
Guest Service Agent-Trainee Program
Madeline Hotel and Residences, Auberge Resorts
12.2019 - 04.2021
Student Exchange Programs Director
Vemsa
12.2018 - 12.2019
Student Exchange Program Sales Executive
Vemsa
05.2015 - 12.2018
Gallery Host
Hyatt Place Tres Ríos
05.2014 - 04.2015
Accommodation Manager
FIFA Women's U17 World Cup
08.2013 - 04.2014
BBA - Hotel Management
Universidad Latina De Costa Rica
Diploma Diplome Culinaire D'Hotelier - Culinary Arts
Le Cordon Bleu College of Culinary Arts
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