Aline Rocha

Compassionate and dynamic Guest Relations Manager with 15+ years of experience delivering exceptional service in luxury hospitality environments. Proven track record of leading front desk teams, personalizing VIP experiences, and driving service excellence across multiple Forbes-rated properties. Recognized for elevating guest satisfaction and team performance, with standout achievements including perfect service audits and top-tier sales.

Adept at concierge services, brand standards, and front-of-house activations.

Guest Relations Manager - The Ben - Autograph Collection by Marriott - West Palm Beach, FL

(2023-09)

• Lead and mentor front desk and concierge staff through targeted coaching and elevated service protocols, enhancing team service delivery
• Develop and launch front desk activations aligned with brand storytelling by designing themed welcome experiences and training staff in delivery, increasing guest satisfaction scores by 20%
• Spearhead service improvements by analyzing guest feedback and retraining staff on luxury service standards, contributing to hotel earning 100% score on American Express audit
• Manage VIP arrivals and coordinate personalized experiences by anticipating guest preferences and collaborating with concierge teams, improving repeat guest bookings and loyalty recognition

Hotel Sales Coordinator - Waterstone Resort and Marina - Boca Raton, FL

(2023-06 - 2023-09)

• Supported sales efforts by generating leads and coordinating VIP guest amenities with Food & Beverage teams, resulting in 8% increase in repeat bookings and elevated guest satisfaction scores
• Managed event turnovers and weekly event calendars by coordinating with multiple departments and tracking event timelines, ensuring seamless transitions and maximizing venue utilization
• Assisted managers during site visits by coordinating logistics and communicating client needs, ensuring seamless event execution and high client satisfaction

Food and Beverage/In-Room Dining Supervisor - Seaspray at the Waterstone Resort and Marina - Boca Raton, FL

(2022-08 - 2023-06)

• Hired, trained, and supervised dining staff by implementing hands-on coaching and performance feedback, ensuring consistent adherence to high service standards and improved team efficiency
• Managed order flow by coordinating kitchen and service staff efficiently, ensuring timely delivery and maintaining guest satisfaction in fast-paced dining environment
• Recruited and developed dining staff through hands-on coaching and performance reviews, boosting service quality and team consistency

Lead Server and Trainer - Four Seasons Hotels - Los Angeles, CA & Westlake, FL

(2018-09 - 2022-09)

• Delivered exceptional customer service by engaging VIP guests and upselling menu items, achieving top 3 sales ranking among team of 14 servers for 4 consecutive years
• Mentored and coached all new servers by demonstrating service standards and role-playing scenarios, improving team consistency and guest satisfaction
• Earned 15++ positive guest feedback on OpenTable, Yelp, and Medallia by resolving issues promptly and personalizing experiences for All VIP guests annually

Server - Four Seasons - Westlake Village, FL

(2018-09 - 2022-08)

• Processed and expedited all guest orders daily by coordinating with kitchen and bar staff, ensuring timely service and maintaining 98% guest satisfaction rating
• Created welcoming dining atmosphere by anticipating guest needs and resolving issues quickly, contributing to an increase in repeat customer visits
• Trained and guided all new servers through hands-on instruction and performance feedback, reducing onboarding time by a week and improving order accuracy

Transportation Coordinator - Four Seasons - Los Angeles, CA

(2018-09 - 2019-09)

• Coordinated and provided safe transportation for A-list celebrity guests during events, ensuring timely arrivals and departures while maintaining 100% safety record
• Managed logistics for celebrity transfers between hotels, venues, and after-parties by planning efficient routes and schedules, reducing wait times for all guests
• Delivered personalized transportation services that enhanced VIP guest experience, contributing to positive feedback from event organizers and celebrities

Dinner Server - SeaGrille Restaurant, Waldorf Astoria - Boca Resort, FL

(2015-06 - 2018-07)

• Delivered attentive dining service to over guests and members weekly by efficiently managing food and drink orders, maintaining 85% on guest satisfaction rating
• Built and maintained positive guest relationships through personalized interactions, contributing to increase in repeat customer visits
• Ensured consistent high-quality food and beverage service by coordinating closely with kitchen staff, supporting restaurant's reputation for excellence

Promotional Marketing & Hospitality Events Consultant - Summer Olympic (GMR Marketing) - Rio De Janeiro, BR

(2016-07 - 2016-08)

• Delivered hospitality support to international guests by coordinating transportation and sightseeing logistics, ensuring seamless Olympic experiences
• Managed sponsor relations by assisting in high-level meetings for Japan's 2020 Olympic planning, contributing to successful event outcomes
• Strengthened guest engagement by accommodating diverse requests with professionalism, resulting in positive feedback from VIP attendees

Cocktail Server - Bar Luna, Waldorf Astoria - BOCA RATON, FL

(2014-08 - 2015-06)

• Delivered cocktail orders by coordinating with bar staff and maintaining service speed, enhancing guest satisfaction during peak hours
• Elevated VIP experience by personalizing drink service and remembering guest preferences, contributing to repeat visits and positive feedback
• Maintained service flow by resolving guest concerns promptly and upholding Waldorf standards, supporting 95% satisfaction ratings

Certificate - Hospitality and Tourism Management - Florida Atlantic University (2023-07)