Steven Vialpando-Lovato

• Supervised daily restaurant operations to ensure optimal guest satisfaction and service quality.
• Coordinated with kitchen staff to maintain menu consistency and timely food delivery during peak hours.
• Monitored staff performance, enforcing adherence to policies, procedures, regulations, health codes, license requirements and top service standards.
• Addressed customer complaints with professional demeanor and used communication and problem-solving skills to resolve issues.

Systems Used: Opera V5 PMS, Delphi, Canary, Sertifi

Guest Rooms: 210

• Coordinated all aspects of group reservations and billing, utilizing rooming lists and group booking links for efficiency.
• Analyzed group pickup production metrics and led weekly discussions with sales and revenue teams to enhance operational efficiency.
• Communicated with clients for any pickup changes/ rooming list deadlines/ modifications
• Coordinated weekly meetings and resume updates to keep all departments informed and aligned on key initiatives.
• Supported financial operations by administering client invoices, processing deposits, and implementing attrition charges when necessary.
• Performed detailed post-stay group audits to ensure client satisfaction and compliance.
• Assist with coverage at the Front Desk as needed
• Oversaw administrative operations encompassing sales inquiries, reservations, and incoming calls to enhance customer experience. Coordinated email communications related to amenities and site alerts to maintain operational efficiency.

Systems Used: Opera Cloud, Canary, Nuvola, Medallia, +

Guest Rooms: 219

• Oversaw comprehensive shift operations for front office, valet, bell, and concierge night audit.
• Mentored and developed agents and supervisors to enhance team performance.
• Managed and effectively resolved escalated guest concerns to enhance customer satisfaction.
• Supported management in developing shift schedules and ensuring adequate on-call coverage to maintain operational efficiency.
• Managed upsell incentive program to enhance participation tracking and facilitate revenue verification, contributing to over $80k in total room revenue for the department.
• Managed response strategies for guest feedback to resolve issues and promote re-bookings, contributing to improved Medallia scores in Q3 2023.
• Contributed vital insights on resort events, encompassing weddings, golf tournaments, and restaurant/pool functions, by engaging in resume meetings and pre-consultations.

• Assisted in preparing all food and beverage orders for customers and mobile orders.
• Operated expo registers to support food and beverage service operations.
• Oversaw daily inventory management and ensured timely restocking of all merchandise and supplies.
• Assisted with daily preparation and sanitization tasks for morning shifts. Supported cleanliness and organization of workspaces during AM shift.
• Managed incoming guest inquiries and calls to ensure prompt and effective communication.

Systems Used: OnQ PMS, Kipsu

Guest Rooms: 328

• Directed departmental operations and ensured thorough completion of daily shift checklists.
• Facilitated daily arrival and departure processes to ensure smooth operations.
• Facilitated coaching and training sessions for FD personnel to enhance compliance and operational efficiency.
• Coordinated PBX and concierge tasks, ensuring timely responses to reservation inquiries and requests for amenities.
• Oversaw room availability and inventory management processes.
• Coordinated interdepartmental communications to enhance collaboration and workflow efficiency.

• Memorized and applied standard and off-menu recipes to deliver high-quality coffee, espresso, and tea beverages.
• Managed cash register operations, ensuring accurate payment processing and responsible cash handling.
• Executed efficient, calm, and friendly customer service during peak volume periods.

Systems Used: Maestro PMS, Alice, Sertifi

Guest Rooms: 404

• Directed departmental operations and ensured thorough completion of daily shift checklists.
• Facilitated daily arrival and departure processes to ensure smooth operations.
• Facilitated coaching and training sessions for FD personnel to enhance compliance and operational efficiency.
• Coordinated PBX and concierge tasks, ensuring timely responses to reservation inquiries and requests for amenities.
• Oversaw room availability and inventory management to optimize occupancy rates.
• Oversaw room availability and inventory management to optimize operational efficiency.

Systems Used: LightSpeed PMS, Marsha, Sertifi

Guest Rooms: 157

• Directed departmental operations and ensured thorough completion of daily shift checklists.
• Facilitated daily arrival and departure processes to ensure smooth operations.
• Facilitated coaching and training sessions for FD personnel to enhance compliance and operational efficiency.
• Coordinated PBX and concierge tasks, ensuring timely responses to reservation inquiries and requests for amenities.
• Oversaw room availability and inventory management to optimize operational efficiency.
• Coordinated interdepartmental communications to enhance collaboration and operational efficiency.

Systems Used: Opera V5 PMS, Alice, Shift4

Guest Rooms: 136

• Oversaw daily task completion and shift checklist verification.
• Executed daily management of arrivals, departures, and stayovers to ensure operational efficiency.
• Coordinated communication efforts to enhance collaboration across home and neighboring departments.
• Resolved guest folio discrepancies and managed billing and service-related issues.
• Responded to incoming calls and inquiries. Assisted customers with their questions and concerns. Provided support for phone inquiries and requests.
• Managed customer reservations by efficiently creating, modifying, and canceling bookings as needed.
• Supported concierge services to enhance guest experiences and satisfaction.

• Facilitated prompt communication by managing all incoming calls and general email inquiries.
• Facilitated issuance of certificates of insurance for agents and sellers.
• Supported clients during visits and facilitated appointment scheduling with agents.
• Managed distribution of all mail correspondence.
• Facilitated payment processing for agents to ensure timely transactions.
• Coordinated logistics and setup of meeting spaces to ensure seamless conference calls and accommodate VIP client visits.