Norberto Lopez

Experience

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  Marriott International

  Mar 1999 - Jul 2016

  As a manager of operations in the rooms division, I am responsible for the day-to-day operation and management of hotel staff. Obtained commercial accountability for budgeting and financial management, planning, organizing and directing all hotel services, including front-of-house (reception, concierge, reservations), and housekeeping operations. While taking a strategic overview and planning ahead to maximize profits, my role is to also pay attention to the details, setting the example for staff to deliver a standard of service and presentation that meets guests' needs and expectations. Business and people management are equally important elements. I have extensive knowledge on:- Property Management System/MARSHA System- Guest Ware Program- People Soft and MBS Financial Applications- Atlas Labor Application- MsShift Security System- Medalia Guest Response System Show less As a Housekeeping Supervisor I was instrumental in achieving the goals and quality standards of the Housekeeping department and the Hotel while establishing a high degree of excellence in our Guest rooms, suites, and corridors. My duties were:- Inspect guest rooms assigned and public areas- Take accurate count of inventories- Be specifically responsible for Room Attendants and other Housekeeping staff direction, coaching and counseling- Establish relationships and work closely with all service departments- Conduct training with associates and complete scheduling as necessary- Open and close the Housekeeping department. Show less As a Rooms Controller I was responsible for assigning rooms according to guest request and preferences whenever possible. Pre-register designated guests and prepare key packets. Organize and coordinate check-in/pre-registration procedures for arriving groups. Review/Track/Accommodate requests for room/check-out changes when possible; communicate status to appropriate staff. Confirm reservations and cancellations. Review out-of-order rooms daily. Ensure rates match market codes and document exceptions. Verify and adjust billing for guests. Show less As a Front Office Lead I was responsible for the efficient and professional running of the front desk, including relationships with other departments - Ensure smooth check-in and check-out of all guests, through properly handling guest accounts - Deal with any guest requests and problems and satisfy their needs within acceptable guidelines - Be prepared to perform all front desk functions, including switchboard, business center and guest relations - Lead by example: Provide a gracious and aggressive hospitality towards all customers - Be highly familiar and adhere to all policies, procedures and standards - Assist all associates with questions, problems which might occur - During peak hours, be at the front desk to ensure efficient and smooth service is provided to all customers - Have knowledge about guest rooms, locations, amenities, features and all other services offered by the hotel - Perform guest registration and room assignment and accommodate special requests of all customers - Ensure that all guest problems are resolved by using the "Guest Response Program" procedures; At all times strive to represent Marriott in the most professional manner - Be disciplined at all times, stand alert and tall at the front desk, greet guests immediately and offer assistance before the Guest needs to ask - Focus total attention to the customers Show less Maintaining and promoting hospitality at all times; welcoming and serving guests in a courteous, efficient and friendly manner, both face-to-face and on the phone.Front Desk - handling guest registration and room assignments, accommodating special requests, whenever possible; handling guest check-ins/check-outs in accordance with hotel credit/cash handling policies in a efficient and friendly manner. Bell Captain - Provide assistance and services to guests in order to ensure that their arrival and departure experience is pleasurable and informative. Transport and storage of guest luggage, assistance with guest packages.PBX Operator - Responsible for handling incoming calls to the hotel and direct calls to the appropriate guest or department. Door Captain - Greet and escort guests to rooms. Open doors and assist guests/visitors entering and leaving property. Inform guests of property amenities, services, and hours of operation, and local areas of interest and activities. Shuttle Driver - Under general supervision, provides porter services to hotel guests and ensures their satisfaction and comfort by promptly and courteously responding to guest requests. Transport hotel guests to and from various venues and other assigned locations. Show less

  • Operations Manager - Rooms Division

    Apr 2013 - Jul 2016

  • Housekeeping Supervisor

    Sept 2005 - Apr 2013

  • Front Office - Rooms Controller

    May 2002 - Sept 2005

  • Front Office Lead

    Oct 2001 - May 2002

  • Guest Service Agent/Bell Captain/PBX Operator/Door Captain/Shuttle Driver

    Mar 1999 - Oct 2001
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  Courtyard by Marriott

  Jul 2016 - Aug 2019

  Director of Services

  As the Director of Services it is my duty to manage daily housekeeping functions and staff to ensure our guest rooms, public space and employee areas are clean and well maintained. In addition, my other areas of responsibilities would include directing and working with a team to successfully execute all housekeeping operations to high levels. One of my passions is to strive for excellence in continuing to improve guest and employee satisfaction as well as maximizing the financial performance of the department - obtain commercial accountability for budgeting and financial management, planning, organizing and directing all hotel services, including front-of-house, Bistro, engineering and ensure standards and procedures are being carried out. While taking a strategic overview and planning ahead to maximize profits, my role is to also pay attention to the details, setting the example for staff to deliver a standard of service and presentation that meets guests' needs and expectations. Business and people management are equally important elements. Show less

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  BPR-Properties

  Oct 2019 - now

  Manager of Operations