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.
