Déjà Linares Email and Phone Number

Ongoing training and development with Driftwood and Marriott Leadership programs.Increased Guest Satisfaction Scores more than 20 points in one quarter. Highest for Brand in the two years.Supported and developed training for the Front Office StaffPropelled hotel from 131 (164) to 20 in second quarter of employmentActuated hotel in the top 5% May and June of 2024 (8 of 164)Supported Brand standards to elevate services and staff satisfaction to increase Revinate and Medallia scores.Implemented Leadership Development Book Club to drive a collaborative, service focus culture

4.93 ending score (out of 5) rating by Members servicedOversee $42 million dollars of real estate for a premier destination at Montage and Ironwood Assist in implementing a new role for hybrid Mountain position with training and creation & revision of S.O.P's.Role play with the team to ensure capability to respond favorably to opportunities.Train a novice team to maintain Luxury standards.Guided a fresh team during peak Winter Season while maintaining satisfactory scoresProperty inspection list and conducts regular site inspections to ensure both property quality standards as well as asset quality standards are met and maintained, identifying opportunities for enhancement.Effectively handle internal and external customers that require high levels of patience, tact and diplomacy to defuse anger, collect accurate information and resolve conflicts.Consistent trending growth in destination and employee ratings. Assist in offloading properties in other regions.Continuous networking to effectively over deliver for Member expectations.

Review daily revenues and labor reports and compare to monthly forecast/budgets.P&L analysis: review monthly P&L’s with the Owners, General Manager and Department Managers and assist with monthly forecasting and flexing.Control payroll and equipment costs by develop and implement cost saving and profit enhancing measures throughout Housekeeping, Front Office and Guest Services.PTD Payroll under budget of 9k+Underbudget Guest recovery: 5k from previous with trainings with staff.Analyze trending scores Google recommend up .7 within first month of retraining front-end staffMedallia metrics up nearly 2 pointsConsistently leading as top performing department Maintain/review profitability measures of departments with General Manager, while supporting overall hotel operations.Improves service by communicating and assisting associates to understand guest needs, providing guidance, feedback, and individual coaching when needed.Strive to improve service performance by implementations of Forbes standards prior to rebranding Interact frequently and positively with guests. Resolve problems/issues to the satisfaction of involved parties.Maintain constant communication with management and other departments to ensure guest service needs are met Recruitment, ongoing training, and development of all associates.

Supervising room attendants and cleaning staffDrawing up a shift rota for staffInspection of rooms are cleaned to a high standardChecking for faults or damage and arranging repairs and routine maintenance workManaging budgets and controlling costsEffectively strategizing assignments with Campus style lay out ResortP.O. & inventoryImplemented preventative safety measures to combat workplace injuries Making sure staff work to health and safety rulesAssist room attendants’ clean rooms during busy times

·Successfully assisted in the goal to obtain Forbes 5 Star rating and increase satisfaction scores.·Increased upsell revenue by 75% after training and implementing new strategies with front line team during 2020/2021 pandemic.·Thoroughly train in all departments to ensure understanding of each department and function.·Frequently evaluate scores, conduct audits and implement improvements to raise guest satisfaction.·Revised and amended training manual for Front Office Procedures at height of Covid climate ·Create and train on SOP's for use in department and Resort wide·Actively assist in Housekeeping with room inspections.·Routinely assist with in room dining during high volume·Greet guests upon arrival with a warm and sincere welcome and escort them to their rooms. Register guests into the computer, verifying reservation, address, and credit information.·Training of International associates to assist with their growth in a Luxury Hospitality Resort setting.·Manage, coach, and mentor the Guest Reception Supervisor.·Perform and delegate tasks associated with guest pre-arrival, billing, and organization of the Guest Reception Desk. Manage staffing levels as occupancy fluctuates.·Resolve any guest opportunity to ensure complete guest satisfaction. Then use opportunity as a training tool for the guest reception agents so the problem does not arise again.·Conduct daily pre-shift meetings. Participate in ongoing training of associates for continued performance improvement. Recognize outstanding performance by service personnel and handle discipline as per standard operating procedures.·Maintain a daily log of all guests’ opportunities with corrective action steps. Follow-up on any unresolved situations in a timely manner and pass on appropriate information to other Managers for handling.

·Oversee the daily overnight operations of the Front Office·Revised and redrafted training procedures for Overnight Audit Front Office for more facility.·Ensure that Guest Reception meets hotel standards for a memorable guest experience·Act as the main contact for guests and other hotel departments ·Review current day’s expected arrivals and check all VIP and special request reservations to ensure that they are pre-registered, blocked properly and other departments are notified of room assignment. Review the daily room availability and inform cast members. Check status of departures on a daily basis. Relay all pertinent information to the Guest Reception Agents, the following shift supervisor, Front Office Manager, and all relevant areas in the rooms division·Observe associates and ensure efficient guest registration, check out, and telephone service. Ensure that their duties are completed in accordance with established policies, procedures, and standards. I.e., proper public relations techniques are utilized, calls are handled both courteously and professionally, calls are answered on a timely basis and the proper greetings are used, messages and faxes are handled correctly and efficiently, guest concerns are handled in a courteous and professional manner, and ensure follow through·Actively contribute to the successful operation of the resort. Support bellman, doorman, valet, and concierge desk as needed

·Developing solutions for any scenario·Developing Front Office strategy·The operational management of the hotel. Including improvements in service quality results.·Improving the image and reputation of the hotel or resort.·Consultancy, advisory and design programs to bridge the gap between current and desired situation.·Coaching, guidance and training (different levels).·The development of management, supervisory and know-how skills.·The assessment of the current situation.·The identification of training and operability needs.·The improvement of organizational communications.·The improvement of job performance.·The increasing of employee motivation.·The increasing levels of organizational performance.·Achieving customer satisfaction and loyalty from them.

• Assist the General Manager in his day to day operations.• Assigns duties and observes performance to ensure adherence to hotel policies and established operating procedures.• Provides training to staff.• Acts as the hotels public relations director and promotes the property within the hotel industry, local community and trade associations.• Monitor the Guest feedback on Trip advisor, OTA's etc. • Receives and resolved or assists the General Manager in resolving guest complaints and service recovery process.• Selects or assist in the selection of hotel staff and completes all new hire paper works.• Review employee performance and conducts personnel actions such as disciplinary actions and terminations.• Maintains accurate records including cash flows sheet, guest floor limit, AR Ageing reports, direct billing etc.• Adheres to all franchise and company procedures and regulations as well as standard operating procedures.• Ensure full compliance to Hotel operating controls, SOP’s, policies, procedures and service standards.• Ensures the objectives and goals of Marriott and property owners work together to achieve brand positioning and success.• Builds owner loyalty through proactive communication, setting and managing expectations and delivering solid business results.• Performs daily, weekly and monthly property inspections.• Ensures property, grounds, physical plant and work areas maintained to standard.• Cover shifts is all departments as scheduled by the General Manager.• Monitor maintenance progress and FF&E (Furniture, Furnishings, and Equipment) conditions and provide status report to GM.• Ensures effective, timely and accurate communications flow with regards to hotel policies and procedures.• Must be available 24/7 in case to respond to any guest or employee emergencies.• Respond to audits to ensure continual improvement is achieved.• All Other duties as assigned by the General Manager or Management.

• Front Desk staff supervision: hiring, firing, performance evaluations, training, and development. • Scheduling staff according to labor standards and forecasted occupancy.• Maintaining standards of guest service quality. • Contribution to the profitability and guest satisfaction. • Increase level of guest satisfaction by delivery of an improved product through employee development, job engineering and quality image.• Answer inquiries pertaining to hotel services, registration of guests and shopping, dining, entertainment and travel directions. -Keep records of room availability and guests’ accounts. • Make, confirm and cancel reservations for guests. Understand and enforce the hotel company credit policies. • Account for all cash and makes deposits in accordance with hotel and company policies.• Manage the reservation function to maintain highest possible room occupancy and average daily rate through suggestive selling by employees.• Ensure staff uses guest interaction skills. • Reward employees who meet/exceed guest expectations.• Receive departmental related guest complaints and ensures corrective action is taken.• Take responsibility for assigned employees in the absence of the Department Manager, assign work, and ensure proper performance of assigned employees.• Participate in the preparation of the annual departmental budget.• Communicate well with many different kinds of people.• Change easily and frequently from one activity to another such as from typing to interviewing, to searching in a directory, to using a telephone.

• Front Desk staff supervision: hiring, firing, performance evaluations, training, and development. • Scheduling staff according to labor standards and forecasted occupancy.• Maintaining standards of guest service quality. • Contribution to the profitability and guest satisfaction. • Increase level of guest satisfaction by delivery of an improved product through employee development, job engineering and quality image.• Answer inquiries pertaining to hotel services, registration of guests and shopping, dining, entertainment and travel directions. -Keep records of room availability and guests’ accounts. • Make, confirm and cancel reservations for guests. Understand and enforce the hotel company credit policies. • Account for all cash and makes deposits in accordance with hotel and company policies.• Manage the reservation function to maintain highest possible room occupancy and average daily rate through suggestive selling by employees.• Ensure staff uses guest interaction skills. • Reward employees who meet/exceed guest expectations.• Receive departmental related guest complaints and ensures corrective action is taken.• Take responsibility for assigned employees in the absence of the Department Manager, assign work, and ensure proper performance of assigned employees.• Participate in the preparation of the annual departmental budget.• Communicate well with many different kinds of people.• Change easily and frequently from one activity to another such as from typing to interviewing, to searching in a directory, to using a telephone.

• Teach, coach and provide leadership to the store crew members in a positive and supportive manner. • FOH and BOH management in fast pace setting.• Effectively execute and model all roles within location.• Build a successful team by building an environment of trust for conducive collaboration.• Follow-up and follow through discipline.• Coordinate daily Front of the House and Back of the House restaurant operations and initiate action and achieve goals.• Oversee efficiency through the multiple departments.• Maximize store sales through customer satisfaction and food quality.• Oversee the shift operations of Braum’s food service function, grocery market and fountain sales.• Actively participate in monitoring inventory and supply levels, kitchen equipment, safety and cleanliness as needed.• Share in responsibility for ensuring that Braum’s store policies and practices are implemented and followed accordingly.

·Oversee all guest service operations·Act as the face of the company·Remain cheerful, present and in control in high pressure, high volume and extreme situations·Oversee room assignments and efficiency of Housekeeping ·Cash handling ·Provide accurate and up to date information ·Prioritize during interactions on various facets·Assist Sales and Events with Group and Wedding Bookings·Daily connections with bell and housekeeping staff·High call volume·Ensure quality and reputation of historic hotel ·Room assignment, balance and exchange·Assist with apartment residence ·Springer-Miller / PBX console

▪ Daily retail sales and inventory of boutique items along with cash handling▪ Party sales and event hosting▪ CRM▪ Daily equipment and store maintenance; promotional materials and displays▪ Recruitment, training, supervising and appraising▪ Ensure compliance of health, food and safety regulations▪ Maintain statistical and financial records, managing budgets▪ Preparation of promotional materials and displays▪ Daily resolve of customer queries and complaints ▪ Oversee pricing and stock control

▪ Patient and caregiver Hospitality▪ Food and Handlers Licensing▪ Daily equipment and store maintenance ▪ Food preparation and storage▪ Patient relations▪ Buffet style set-up, serving and break down▪ Diet technician support for designated diet guidelines▪ New Hire/ Temp training and evaluation

CPR CertifiedAED CertifiedFirst Aide Certified

▪ Daily opening and closing procedures of office ▪ Allocation of payments by distinction of Group Class or Personal Training clientele and Therapy patients ▪ Assistance with Community Outreach, Private Events and in house Workshops▪ Social Media Management utilizing and monitoring various platforms▪ Mindbody application sales and attendance reconciliation▪ Daily maintenance, stock, inventory, opening and closing procedures of office ▪ Answering multiple line phones and direction to correct personnel or Therapist▪ Implementation and execution of new marketing procedures to boost sales▪ Brainstorming innovative promotions to retain existing and receive new clientele ▪ Retrieved funds on delinquent accounts▪ Routed appropriate outgoing/ incoming phone calls, emails and mail deliveries▪ Organized scheduling, registered patients for check in’s/ check outs for multiple on site Physicians▪ Compiled documents and files for scanning and consolidation per HIPPA Compliance

Facilitate tours of up to 12 Guest with Storytelling of hotels history

• Production Assistant• Point of Contact • Public Relations Liaison• Provide gracious and encouraging services to guest of all ages with Concierge, Media Representation and V.I.P. activities• Duties all corresponded with The Walt Disney Company’s 60th Diamond Celebration for The Disneyland Resort-Host as a Production and Public Relations liaisons during media presentations by assisting media throughout the Resort and with accurate information

• Service in two 900 room hotels with guest of various socioeconomic background• Evaluate occurrences to find solutions within a timely manner by taking responsibility, following up and reconnecting to see if guest feel needs were met.• Apply empathetic skills while handling emotional guest with delicacy to ensure a win-win outcome• Provide gracious and encouraging services to guest of all ages with Concierge and Resort activities• Daily Operations of Room Assignment, Room Upgrades and "Magical Moments"• Reconciliation of guest following disputes by creating win-win resolutions and encouraging positive returns to locations • Assist in Guest recovery, Guest Inquiries, Concierge/V.I.P. Assistance, Activity Specialist, Guest Services, Itinerary, Billing, Data Entry and Phones

• Assist Guests during check-in and check-out, including phone interaction and face-to-face interaction• Assist Guests with questions, directions, event schedules, and other information regarding the Resort to help create a magical experience• Stationed at Front Desk to check-in guests and process all transactions regarding forms of payment (cash, credit cards, foreign currency, vouchers, etc.)• Assist with room assignments, upgrades and balancing• Assist Guests with creating itinerary • Assist Guests with resolution to billing questions• Create Magical Moments that build exceptional customer relations and retention

Lead as Lysistrata in "Lysistrata" by direction of Jerry Prell

Dance of all genres for every occasionQuinceanera choreographyWedding choreographyMilestone Birthday

BalletJazzHip-hopTapRythimic GymnatsitcsChoreographySubstitute for Theatre instructionPhysical Education Instruction (2012- 2015)

Combo (2-5 yrs)Mommy and Me classesBeg/Int Ballet (6-13)Beg/Int Jazz (6-15)Beg-Adv Hip-Hop (6-18)Beg Tap (6-10)

Ballet Hip-Hop Choreography

Stage Production AssistanceVisual DisplayDance LessonsNon Profit Research

"Angel Academy""Wonder Women"AdvertisingTicket sells

Intensive rehearsalsQuick memorizationAdvertisingCommunity Outreach with Discussion Panel

Constant Media PrescenceTalent SubmissionOn Set filmingCrowdfundingTheatricalVocalDanceScript WritingShort FilmsAudition Prep

Toddler Combo ClassesBalletJazzZumba SubButiYoga InstructorRecruitmentCommunity Outreach

Instruction of Hip HopSubstitute Teacher for BalletCommunity OutreachRecruitmentMarketingSupply curriculum for Home School students

Collection of payments and/ or debtsMulti line phonesMemo prepFilingScanningInactive file consolidationProper disposal of sensitive patient infoInsurance claims authorizationPre-authorization of medical procedures

Lawndale After School Performing Arts Instruction - Students participated in local fairs and parade placing as high as 1st - Dance, Vocal and Creative Writing

Lesson PlanningBehavior ManagementClassroom ManagementSite RepresentativeAssist in New Hire OrientationCommunity OutreachMentoringImplementation of Background KnowledgeCoordinator of Arts DirectionCoordinator of Student performancesCPR CertifiedAED CertifiedFirst Aide Certified

Women in Industry and Technology:ClericalRecruitmentEditingProgram TutorInventory

RehearsalDance CaptainDouble Character portrayal FundraisingLAUSD meetingsDancer/ Actress