Laura Carias

Interview, select, and hire non-exempt staff, assessing qualifications to ensure a strong team fit. Provide initial and ongoing orientation for all staff, coordinating comprehensive annual training to meet Infection Control, OSHA, DPH, and Joint Commission (JC) standards, including Emergency Response and HIPAA compliance. Advise staff on internal policies and procedures; act as a liaison with Human Resources to resolve employee-related issues and promote a positive work environment.

Area Manager - Massachusetts General Hospital (MGB)

(2024-02)

• Interview, select, and hire non-exempt staff, assessing qualifications to ensure a strong team fit.
• Provide initial and ongoing orientation for all staff, coordinating comprehensive annual training to meet Infection Control, OSHA, DPH, and Joint Commission (JC) standards, including Emergency Response and HIPAA compliance.
• Advise staff on internal policies and procedures; act as a liaison with Human Resources to resolve employee-related issues and promote a positive work environment.
• Conduct regular performance evaluations and manage merit review pay raises using PeopleSoft, supporting staff development and career progression.
• Utilize Corrective Action Policies to ensure compliance with existing directives and work standards, implementing improvement plans as necessary.
• Maintain and manage payroll records using the UKG system; analyze data to identify trends and inform staffing decisions.
• Lead and motivate a diverse team of 20–50 staff, facilitating regular team meetings to communicate goals and foster collaboration.
• Conduct quality control audits and daily assessments of work areas to ensure compliance with cleaning standards, enhance service delivery, and optimize customer satisfaction.
• Oversee the proper disposal of regulated waste in compliance with federal, state, and local regulations, ensuring safety and environmental responsibility.
• Compile, analyze, and present statistical reports to management related to departmental operations, helping to inform strategic decision-making.
• Initiate and oversee projects that improve operational efficiencies and service quality, demonstrating a commitment to continuous improvement.
• Develop and implement best practices for staff training, performance management, and customer service delivery within the department.

Food & Beverage Server/Food Runner/Room Service/Gift Shop Team Leader - Omni Boston Hotel at the Seaport

(2021-10 - 2024-02)

Kestra Restaurant - Legato Coffee and Gift Shop

• Maintained guest confidentiality and anticipated customer needs to effectively resolve complaints.
• Assisted with employee hiring and scheduling; coordinated monthly team meetings.
• Managed banquets, catering, and events, ensuring all details met guest expectations and quality standards.
• Collaborated with chefs and event coordinators to deliver exceptional service and seamless event execution.
• Provided bilingual interpretation services for guests (English/Spanish) as needed.
• Exhibited strong communication skills in a fast-paced environment while managing high-stress situations.
• Made sure coffee kegs were properly sanitized.
• Responsible for stocking pastries, sandwiches and beverages in their respected areas.
• Assisted customers with the purchase of gifts, souvenirs, snacks, apparel, greeting cards.

Hostess/Server/Concierge Attendant/Supervisor - Marriott Long Wharf Hotel

(2012-09 - 2021-10)

Food & Beverage

• Managed check-in and check-out processes, coordinating with hospitality departments to ensure optimal guest satisfaction.
• Assisted in the management of banquets and catered events, providing high-quality service and attention to detail during events.
• Arranged transportation services and recommended local activities.
• Maintained a calm demeanor in stressful situations and ensured effective multitasking abilities.
• Served as Payroll Timekeeper (KRONOS) and trained new staff members.

Barista - Starbucks at Marriott Long Wharf

(2012-09 - 2021-10)

• Prepared and served over 150+ beverages daily, ensuring high-quality standards in taste and presentation.
• Managed daily cash handling, balanced registers, and performed secure cash drops to maintain accuracy in financial transactions.
• Restocked inventory, rotated supplies, and managed waste to optimize operational efficiency and reduce costs.
• Maintained a clean and sanitary work environment by adhering to OSHA standards and local health codes, ensuring customer safety.
• Trained and mentored new team members on beverage preparation, customer service techniques, and operational procedures.
• Collaborated effectively with kitchen staff and shift supervisors to ensure timely order fulfillment and seamless service during peak hours.
• Developed and maintained positive customer relationships by addressing inquiries, personalizing orders, and swiftly resolving complaints, enhancing overall guest satisfaction.
• Participated in promotional events and community outreach programs to increase brand visibility and customer engagement.

Medical Interpreter - Massachusetts General Hospital and Other Facilities

(2009-07)

On-Call

• Provided bilingual interpretation services between patients and healthcare providers, ensuring effective communication.
• Assisted with patient follow-up and maintained strict patient confidentiality.

Medical Interpreter Certification - The University of Massachusetts Medical School, Worcester, MA (2009-01 - 2009-06)

High School Diploma - Chelsea High School, Chelsea, MA (2003-08 - 2007-05)