Bernardo Pinheiro Email & Phone Number

Miami, Fl, Us

Miami Beach, Florida, Us

Toronto, Ontario, Ca

Promoted from Assistant Director of People and Culture to Director. Developed and executed Employee Engagement strategy. Implemented FMLA process and procedures. Responsible for compensation at all levels of employment. Led international recruiting efforts and petitioned for several different types of work visas and traveled to Bali, New York and Switzerland to support recruiting efforts visiting different schools such as CIA, Swiss Education Group and other top performing schools.Responsible for all financial success of P&C including building budget for 2024. Consistently partner with legal team to develop and implement policies to proactively protect the hotel and employees. Responsible for conduction investigations/ internal reviews. Union avoidance strategy experience. Key Achievements Promoted from Assistant Director, to Director of People & Culture within 8 months. Increased the hotels Employee Engagement score from an 89 to 91 since my arrival at the property by building trust in the hotel.

Toronto, Ontario, Ca

New York, New York, Us

Managed a group of top-performing members of HR team comprising a compliance/benefits manager, recruiting manager, and three coordinators. Cultivate a continuous improvement culture by keeping team members invested in professional growth. Strategically plan and oversee a high volume of multi-themed employee relation activities. Confirm expenses are managed to budget by administering department budget and P&L commentary. Ensure a fair, engaging, and equal opportunity work environment by conducting investigastions. Coach and guide leaders on suspensions, separations, and disciplinary actions. Manage EEOC claims. Facilitate the hiring process and decision-making for new executive roles. Train new leaders on ADA/FMLA basics, interview compliance, diversity & Inclusion.Key Achievements Established a seamless onboarding experience and I9 compliance by managing new hire onboarding. Increased employee performance and engagement by coordinating training and development programs. Executed 150+ employee relation activities annually, involving initiative planning and cross- functional collaboration with Support Team Member Concierge and vendors. Impacted employee engagement surveys and team member retention by guiding and assisting leaders with employment engagement action plan development and implementation. Achieved 4.73 out of 5 on the Employee Engagement survey. Re-trained 600 team members in Empowerment in 2021. Collaborated with leaders to schedule every employee for training, requiring flexibility, creativity, and problem-solving. Supported recruitment events; developed recruiting professionals to drive recruitment efforts.

New York, New York, Us

Led high-performance front office operations, including 50 team members and five department heads. Ensured and managed exceptional guest experiences, spanning arrival through Valet, Bellperson, Front Desk, and VIP in addition to Star Service, VIP, and Guest Services. Key Achievements Generated $1.4M in room upsell revenue in 2019: the highest for the Loews Hotels brand. Raised guest satisfaction scores by three points in 2019. Increased guest service metrics from 87% to 91% by establishing a front desk agent monthly report card to provide each individual agent with guest feedback. Aligned and executed monthly action plans based on guest feedback. Managed the oversell strategy. Improved guest engagement by creating a name recognition program to boost guest name usage globally. Improved front desk agent upsell incentive commission process, ensuring wage & hour compliance. Turned around underperforming leaders by managing performance improvement plans. Sustained the America Express Fine Hotel & Resorts partnership by maintaining service levels.

New York, New York, Us

Owned a high volume of weekly team member engagement activities, spanning development, execution, and management. Served as Gatekeepers of LH Family Traditions with 46 of 52 traditions provided by the home office currently activated. Taught and guided hotel leadership on multi-leave management, including FMLA and ADA. Key Achievements Successfully spearheaded 100+ team member activities in 2017. Advanced English learning development in 57 team members. Coordinated testing of member ESOL levels and English classes. Enhanced efficiency and transparency by creating a new hire benefit enrollment process and tracking system. Selected to serve as a member of the Leadership Committee.

New York, New York, Us

Responsible ownership of hotel guest experience at the front desk, star service (PBX), bell person, concierge, and shuttle operations. Directed a top-performing leadership team, including two assistant directors, one VIP manager, and two supervisors. Key Achievements Exceeded upsell program goal for 2015 by generating $50K; developed program and set goal of $45K for agents. Increased the employee opinion survey from 2014 to 2015. Onboarded and transitioned shuttle operations from an external contract union to non-union Loews’ employees. Maintained #1 position on Tripadvisor for Rosemont in 2015. Secured $370K in annual salary and wage savings in 2015.

New York, New York, Us

Promoted from Executive Housekeeper to Director of Housekeeping & LaundryPromoted from Assistant Director of Housekeeping to Executive HousekeeperManage the overall experience of hotel guests by making sure our room product and hotel is clean to standard on a daily basis Manage the daily operation to ensure turning of the house is done effectively and efficiently Manage team of 6 managers, 2 assistant director, and 9 supervisors Produced 7,443,015 pounds of linen in 2013 had a 2 pound increase per occupied room compared to 2012Managed to reduce salaries and wages per pound from $0.15 to $0.14Responsible for the development of assistant directors, managers and supervisorsResponsible for maintaining adequate par levels of all housekeeping, guest supplies and laundryMaintain all departmental budgets, forecasts, schedules, and expenses Set goals and vision for Housekeeping & Laundry department In 2012 achieved record breaking Room Attendant My Voice scores of 4.72In 2013 achieved overall My Voice scores of 4.65 in Housekeeping and 4.61 in Laundry In 2013 increased overall Market Metrix scores by 2.3 points from 87.5 to 89.8Leadership award winner May 2011Manager of the quarter winner for the 3rd quarter in 2011 Manager of the quarter winner for the 4th quarter 2012Manager of the year for 2012Implementation of Housekeeping management software REXXImplementation of automated Uniform System

New York, New York, Us

Promoted from Assistant Director to Executive Housekeeper.

New York, New York, Us

Promoted from Assistant Front Office Manager to Assistant Director.

New York, New York, Us

Managed the overall experience of hotel guests and their experience when interacting with the front desk agentsManaged multiple level of complaints and ensured that hotel guests are satisfied with resolution Responsible for hiring, and assisting the front office manager in the direction of the front office teamMaintain all departmental budgets, forecasts, and schedulesResponsible for managing day to day hotel rooms inventoryManaged sold out situations and helped hotel achieve multiple perfect sellsΜmanaged the front desk through a major 790 room renovationFront Office Department award Department of the year in 2009

New York, New York, Us

Promoted from Assistant Guest Services Manager to Guest Services Manager Promoted from Guest Services Supervisor to Assistant Guest Services Manager Responsible for managing operation of bellstand and conciergeIncreased the opinion survey scores for 2 consecutive years Increased the departments customer survey scores for both concierge and bell stand from 2007 to 2008Leadership award winner for April 2007Developed the assistant manager below me to take over my role Assisted the Director of Front Office Operations in managing the valet department Increased the number of vendors concierge conducted business with to enhance our service levels Reduced the FTE percentage to budget for 2008Developed new and more efficient policies to improve the overall operation of the departmentImplemented more efficient porterage system Responsible for spot checking team members to ensure all level of service are met Responsible for over seeing daily operation and assisting team on the floor Responsible for hiring, training, and developing new team members

New York, New York, Us

New York, New York, Us

New York, New York, Us

Responsible for operation of Fitness center, kids camp, and pool Responsible for development of kids camp activities Responsible for teaching Aqua aerobics to hotel guests Responsible for scheduling fitness classes and managing relationship with personal trainers Responsible for guest experience at pool and Nautilus Bar & Restaurant