Alex Alvarez, M.S., Chia Email & Phone Number

Miami Beach, Florida, United States

Miami Beach, Florida, United States

• Oversaw the bell and concierge departments consisting of approximately 20 team members and 2 supervisors.• Managed guest survey scores and implemented action items to improve trends. Served as the manager on duty in the absence of the Director of Front Office and Front Office Manager. • Collaborated with various departments to ensure a seamless arrival and departure experience for large groups involving organized arrivals and departures. Implemented organized luggage delivery… Show more • Oversaw the bell and concierge departments consisting of approximately 20 team members and 2 supervisors.• Managed guest survey scores and implemented action items to improve trends. Served as the manager on duty in the absence of the Director of Front Office and Front Office Manager. • Collaborated with various departments to ensure a seamless arrival and departure experience for large groups involving organized arrivals and departures. Implemented organized luggage delivery and retrieval procedure to be used during large group turns, which reduced wait times for luggage significantly. • Implemented recognition/incentive program for the concierge and bell team based on a threshold for minimum scores achieved. This drove our guest satisfaction scores up across the department to over 90% consistently. Show less

Miami Beach, Florida

• Ensure productivity for the department based on business demands, maintaining this productivity rate between 1.04 and 1.05. • Positively impact numerous team members on their performance and finishing times by analyzing work routines. Contributed to a 5% savings on labor over time. • Coach team members/managers on floors and by means of one on one meetings on how to improve on negative trends. Witnessed an average increase of approximately 2% amongst the floors for cleanliness from… Show more • Ensure productivity for the department based on business demands, maintaining this productivity rate between 1.04 and 1.05. • Positively impact numerous team members on their performance and finishing times by analyzing work routines. Contributed to a 5% savings on labor over time. • Coach team members/managers on floors and by means of one on one meetings on how to improve on negative trends. Witnessed an average increase of approximately 2% amongst the floors for cleanliness from month to month. • Responsible for following and contributing to the implementation of a credit constitution that all room attendants sign as an agreement to fair credit assignment, following the team’s opinion at a round table meeting about how credits were assigned.• Critique labor hours on a weekly basis and implement action plans as appropriate to maximize savings on hours within the department.• Execute the scheduling for the department every week based on business demands, hours given for the department, and a rotation of days off for all team members.• Implemented various recognition efforts to improve employee morale within the department. Show less

Miami Beach, Florida

• Responsible for a team of 150 employees in a 790-room convention hotel on Miami Beach.• Monitor guest surveys on a daily basis, following check out. Responsible for recovering guest challenges in a timely and polite manner. • Coach team members on floors and by means of one on one meetings on how to improve on negative trends. Witnessed an average increase of approximately 2% amongst the floors for cleanliness from month to month. • Oversee deep clean program for the department… Show more • Responsible for a team of 150 employees in a 790-room convention hotel on Miami Beach.• Monitor guest surveys on a daily basis, following check out. Responsible for recovering guest challenges in a timely and polite manner. • Coach team members on floors and by means of one on one meetings on how to improve on negative trends. Witnessed an average increase of approximately 2% amongst the floors for cleanliness from month to month. • Oversee deep clean program for the department. Focus on low scoring sections to help scores. Analyze and improve guest satisfaction scores month to month for each floor, as a result. Collaborate with various departments to make the program a success. • Assist with the implementation of Rexx HotSOS 2.0 devices in the department, and provided training on changes implemented. • Awarded leader of the month for the hotel in March 2018.• Awarded department of the year in 2018 Show less

Miami Beach, Fl

• Responsible for a team of approximately 70+ employees during a "hotel within a hotel" opening. • Successfully implemented a HotSOS IVR system, where each of the room attendants can report guest room issues via the guestroom telephone. The usage of the system was incentivized, and contributed to a reduction of complaints for guest requests of approximately 15% over time. • Responsible for purchasing supplies for the department and monitoring payroll on a daily basis. Managed within a… Show more • Responsible for a team of approximately 70+ employees during a "hotel within a hotel" opening. • Successfully implemented a HotSOS IVR system, where each of the room attendants can report guest room issues via the guestroom telephone. The usage of the system was incentivized, and contributed to a reduction of complaints for guest requests of approximately 15% over time. • Responsible for purchasing supplies for the department and monitoring payroll on a daily basis. Managed within a budget of approximately $7M annually. • Serve as a departmental trainer for housekeeping, ensuring all team members are up to date with Nobu Eden Roc standards, and developing standard operating procedures as appropriate. • Contributed to an EOS score of 89% satisfaction across the department.• Nominated for leader of the quarter. Show less

Miami, Fl

• Trained 12-agent team on the operations of front office. Consistently assist agents in meeting Trump standards. Audit agents on a monthly basis to ensure Coyle inspection standards are consistently met. Update front desk training manual as needed. • Revised house status for approximately 650 rooms. Ensured all arrivals are blocked into appropriate rooms by reviewing group resumes for groups of up to 400 guests, arrivals with third party reservations, and more. Reviewed arrival manifests… Show more • Trained 12-agent team on the operations of front office. Consistently assist agents in meeting Trump standards. Audit agents on a monthly basis to ensure Coyle inspection standards are consistently met. Update front desk training manual as needed. • Revised house status for approximately 650 rooms. Ensured all arrivals are blocked into appropriate rooms by reviewing group resumes for groups of up to 400 guests, arrivals with third party reservations, and more. Reviewed arrival manifests for these groups to prioritize accordingly. Conducted pre-shift meetings to ensure front office agents and rooms control are up to date with information.• Exceeded team upsell goals every month since the start of the upsell program. Consistently update an “Upsell Board” to motivate competition amongst agent upsell numbers. Develop monthly reports to assist managers with keeping upsell numbers on a weekly basis. Collaborated with rooms control to facilitate agents' upsell endeavors. • Created daily goals for a team of 4-7 agents at a time, including upsell goals, St. Jude Donation goals, Trump Card member activation goals and more. Update agents on how they did for their shift, and reward them if the goals are met. Team weaker agents with a “coach” agent to help them maximize their daily goals.• Followed up on and resolve issues for guests of the business and golf demographics. Issues include credit, pertaining to golf and/or breakfast inclusion packages, third-party discrepancies, mini bar consumption, parking and more; guest expectation issues regarding categories such as F&B , room, spa, and golf experiences. Participate in a front office team that achieves a guest satisfaction score of 9/10 on a consistent basis.• Nominated for employee of the year, and mentioned positively on Trip Advisor on numerous occasions. Show less

Miami, Fl

• Use customer service orientation and Micros (Opera) to cater to high profile guests during a peak period of construction in the 800-acre property (approximately 644 rooms located in different villas). Recover guest issues in the absence of a supervisor/manager effectively, make phone calls, send emails and perform daily agent duties while multi-tasking and having up to 450 arrivals and/or departures in one day. Selected as employee of the month for May and June 2015.• Exceeded individual… Show more • Use customer service orientation and Micros (Opera) to cater to high profile guests during a peak period of construction in the 800-acre property (approximately 644 rooms located in different villas). Recover guest issues in the absence of a supervisor/manager effectively, make phone calls, send emails and perform daily agent duties while multi-tasking and having up to 450 arrivals and/or departures in one day. Selected as employee of the month for May and June 2015.• Exceeded individual upsell revenue goal at the end of upsell program’s first month.• Raised funds for the St. Jude Children’s Research Hospital on behalf of the property, and successfully signed over 250 guests to the Trump Card Privileges Program catering exclusively to VIP’s. • Attend open forum meetings with the presence of the general manager to contribute to the success of the property. Mentioned positively on Trip Advisor on several occasions. Show less

Sunny Isles Beach, Fl

•Personally achieved a 94.44% per classification score for the hotel in the concierge experience portion of a Forbes Travel Guide hotel inspection.•Mentioned positively on Trip Advisor on multiple occasions.

Sunny Isles Beach, Fl

•Personally achieved a 96.15% per classification score for the hotel under the check out experience section of a Forbes Travel Guide (shopper) inspection, equivalent to 5-star service in accordance to Forbes standards.