Christopher Leiva Email & Phone Number

Beverly Hills, Ca, Us

Beverly Hills, California, United States

o Managed front of house operations including Front Desk, Bell Team, Concierge Page and PBX Operators.o Developed and updated Standards of Operating Procedures.o Managed staff development, facilitated monthly department meetings and prepared department progress reports. o Ensuring hotel standards are met, staff are provided the training and essential tools to effectively complete their duties.

o Developed and trained staff on luxury department standards in line with Forbes Travel Guide.o Attended department meetings and prepared Front Office team for events, arrivals, departures, and enhancing the VIP experience. o Implemented a Service Recovery and VIP Guardian Angel Program.

Portland, Oregon Metropolitan Area

o Agent Services Coordinator while practicing real estate as a licensed agent. o Managed brokerage operations, onboarding new agents and course facilitator.o Awarded brokerage MVP for development of current office standards.o Marketing and lead generation.

Menlo Park, Ca

o Acquired high group account recognition and developed group strategy. o Developed leaders and reported revenue strategies to general manager. o Managed a staff of 25 employees, including bell, valet, house car, PBX and front desk.o Managed VIP accounts, arrivals, departures and Stay Preference.

San Jose, Ca

o Managed group arrivals, guest preferences, departures and billing.o Under my management, guest engagement scores reached record 90.2%.o Produced innovative standards of conduct and training manuals. o Conducted shift meetings, LQA training, upsell analysis, and payroll.

Beverly Hills

o Developed upsell program, resulting in upsell record of $234,000 in 2019.o Developed upsell program that increased upsell revenue by 21%.o Prepared daily operations meetings and pre-shift briefings.o Recruited, interviewed, and trained new hire employees.o Managed 30 line staff and conducted training presentations.

Santa Barbara, California Area

o Acted as full time manager on duty during overnight shifts.o Oversaw ten front-desk agents and five PBX operators. o Created new policies and procedures for safety deposit boxes, web check-ins, mobile check-ins, up-sell guidelines. o Conducted night audit consisting of revenue reporting, pay roll, VIP arrivals, and created packet for morning operations meeting.

Greater Los Angeles Area

o I was a consistently a top upsell performer, averaging $20K per month in additional revenue for the hotel.o Four Seasons upsell hotel of the year teams in 2017 and 2018 with $3.4 million dollars in total upsell revenue. Created training manual on upsells.o Resolved guest issues and collected data on guest experience.

Beverly Wilshire Hotel A Four Seasons Hotel

- Luggage Delivery.- Porterage tracking- Assisted with VIP Arrival and Departure experience

Greater Los Angeles Area

Leading groups ranging from 2-25 children in an extensive soccer coaching and learning program.

Los Angeles, California, United States

o Valet Supervisor hired by Quality Parking Services and contracted with The Sheraton Los Angeles International Airport.o Created schedule, trained new staff members and monitored valet activity for Sheraton which had 900 guest rooms and 2 restaurants. o Delivering a seamless arrival & departure experience to Sheraton guests.

Chatsworth, Ca

o Head Coach/Manager for under 13 boys soccer team.o Created team building exercises, lesson plans and player development.o Organized team events and fundraisers.

Aliso Viejo, California

- Create lesson plans- College recruitment counseling- Organize fundraisers and team building events.

El Dorado Elementary School

o Addressed the needs of all students by facilitating their academic, personal/social development, and career development.o Supervised groups of up to 15 students.o Created and led lesson plans and after school activities.o Provided tutoring on mathematics and social studies.