Cleopatra Toderasc Email & Phone Number

New York, Ny, Us

New York, United States

● Serve as ‘right hand’ to Managing Director of a 47-story property with 610 rooms and 11,000 square feet of indoor and outdoor event space, providing advanced operations management and administrative support; was personally recruited by Managing Director (formerly at Trump International Hotel & Tower), due to my ability to drive strategic initiatives and cross-functional collaborations that exceed service standards, customer satisfaction and revenue goals.● Manage execution of a variety of critical initiatives and projects as part of hotel pre-opening and re-branding; contributed to implementation of new mission statement/values and service standards, collaborating with re-branding team on marketing strategies related to accommodations, guest services and 3 Food & Beverage outlets; publish daily newsletter for operations manager on business priorities. ● In a human resources / training and development capacity, identified areas for employee training and development through analysis of Medallia feedback, developed training agenda / priorities, and assisted Executive Trainer in content delivery; process weekly payroll for Executive Office.● Manage VIP reservations with a high level of professionalism, accuracy, discretion and sensitivity; review daily VIP arrival reports and communicate confidential ‘VIP alerts’ to hotel staff to ensure service excellence, privacy and security; coordinate pre-arrival requests and amenities.

New York, New York

● Leveraged hotel management and client service excellence subject matter expertise to independently support General Manager in strategic operations management of a 5-star and AAA Five Diamond luxury hotel and residence property.● Served as trusted liaison between Executive Office, VIP clients and unit owners, managing reservations, preferred rates and gift certificate redemptions, while maximizing hotel revenue and occupancy; created and distributed written correspondence to owners and residents.● Functioned in a human resources and finance capacity; led new hire orientation and leadership workshop sessions for managers, maintained department head attendance, prepared/designed educational content for daily staff ‘lineups’, processed weekly payroll, and processed payments to vendors and residents.● Managed Trump Card® Loyalty Program and daily guest feedback on social media platforms and Medallia; responded promptly to feedback to maximize guest satisfaction and ensure continued brand legacy; responded to on-site guest inquiries, and participated in daily solution sessions to address guest incidents promptly and satisfactorily to ensure customer loyalty and a refined, luxury experience. ● Attended board meetings, reporting on operational and customer experience priorities, informed by knowledge management of all department service procedure standards; attended Forbes Travel Guide training sessions and distributed key notes to department heads to enhance staff’s service skills and inspire continued elevation of the guest experience.

• Manage daily property operations for a 56-room Best Western International hotel, assuring optimum performance and continual improvement in five Key Result Areas (guest service, employees, sales/marketing, property appearance, profit/financial control); strategically lead staff and daily operations to achieve profitability, guest satisfaction and efficiency while maintaining corporate standards, assuring 100% guest service excellence. • Provide vision, leadership and strategy to inspire associates to deliver exceptional customer experience, increasing overall guest experience scores 19.2 points in eight months. • Develop effective management and employee leadership by recruiting, training, motivating, and delivering employee evaluation and improvement plans that deliver guest services and quality products that ensure achievement of revenue and profit goals.• Perform daily benchmark competitive analysis to improve demand forecast and pricing, utilizing key strategies and channel distribution to maximize revenue and occupancy; increased overall monthly ADR. • Reduced controllable expenses and identified opportunities to save labor costs by purchasing new housekeeping carts which saved four hours of labor daily; reduced food service expenses by upgrading the breakfast pastries quality with a savings of $1,500 monthly; increased guest service scores for HSIA by procuring a new internet service provider with a savings of $3,000 annually. • Coordinate execution of a major Best Western design standard renovation project, including overhaul of all public areas (lobby, breakfast room, meeting room, fitness center) and guest rooms, providing guests with a more upscale experience and emphasizing consistency of a well-appointed style concept.

Nyc

New York, New York

• Manage, train, inspect and evaluate the productivity and performance of all Front Office staff.• Deliver and promote excellent and ambitious guest service• Be aware of guest satisfaction scores and work toward increasing departmental and overall guest satisfaction.• Prepare employee schedule according to business forecast, payroll budget guidelines and productivity requirements.• Conduct effective and consistent staff meeting including Housekeeping, Maintenance and Front Desk.• Conduct inventory management for breakfast and housekeeping departments.• Monitor all front office financial operations and ensure front office compliance with accounting controls and procedures.• Maximize room revenue and occupancy by reviewing status daily. Analyze rate variance, monitor credit report and maintain close observation of daily house count. • Implement new strategies according to the market conditions via extranets and PMS.• Review daily Front Office work and activity reports generated by Night Audit. • Review Front Office log book and Guest Request log on a daily basis.

Nyc

- Perform bookkeeping activities, such as balancing accounts and conducting nightly audits.- Keep records of room availability and guests' accounts- Prepare and distribute daily reports.- Audit and reconcile cashiers, consolidate, and transmit all credit cards on a timely basis.- Greet arriving guests, assign rooms, issue keys and ascertain guest payment and billing information- Train staff members including front desk agents, night auditors and breakfast attendants.- Make, confirm and cancel reservations for guests or answer a variety of questions for guests pertaining to their reservations.- Respond to guest inquiries and resolve complaints. - Be aware of guest satisfaction scores and work toward increasing departmental and overall guest satisfaction.

199 Chambers Street, New York City, Ny 10007

• Tutored individual and small group students at a two-year community college of the City University of New York; improved academic achievements beyond the classroom, reinforced and enhanced student learning in core business course Business Methods and Business Decision Making and increased overall student pass rate increase 62%.• Developed a variety of management problems and case analyses and led several group case-study projects designed to improve student ability to apply yield management concepts, understand optimization and evaluate solutions based on profitability and productivity. • Reviewed class material and tools used in the field of business to aid students in their comprehension and interpretation of financial and economic quantitative concepts utilized to evaluate and analyze investments opportunities.• Served as a member of the International Student Association, planning and administering several initiatives and programs helping to assimilate and orient foreign students into the CUNY and NYC community and culture at large.

Bucharest, Romania

• Provided back-up administrative support for the Director of Sale, Deutsche Telekom-Cosmote North Balkans and seven Key Account Managers and Engineers in a global telecommunications organization, including calendar management, travel and itinerary arrangements, managing business visa requests and confidential correspondence, and maintaining department organizational charts and expense reports.• Managed and collected account-related data (offers, contracts, purchase orders) in SAP tool and Ericsson Buyer System to improve workflow efficiency across multiple projects. • Collaborated with several internal departments (finance, human resources, sales) to prepare monthly meetings and group events for 300 employees. • Maintained an excellent level of service for C-level customers while interacting effectively with all organizational units.

Master'S Degree And Bachelor'S Degree, Physics

Bachelor'S Degree, Accounting And Finance Management

Associate Of Arts (A.A.), Business Administration

• Relevant Courses: Introduction to Business, Accounting, Business Law, Marketing, Economics, Quantitative Reasoning, Introduction Systems.