Sophia Larco, SHRM-CP

Experience

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  Bagels Plus

  Oct 2015 - Dec 2019

  Food and Beverage Server

  Working at Bagels Plus was a foundational experience for me. When I started, I quickly learned and adapted to the fast-paced environment. Within a few months, I earned the responsibility of opening and closing the establishment alone. I was responsible for assisting up to 30 customers per hour during peak business hours. I efficiently memorized orders, prepared food and drinks, cleaned, operated the register, and kept guests satisfied by adding a personal touch to every encounter. I worked in a team of 3 to 7 which exercised my management, leadership, and collaboration skills. This experience was crucial for me in heightening my ability to multitask, take on responsibility, but most important to my current career path, being hospitable and connecting with customers despite the rushing environment. Show less

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  The Taylor School

  Oct 2017 - Jul 2018

  Teacher Assistant

  My work at The Taylor School differed greatly from my previous work in food service, as the environment was much more patient and I had never worked with kids ages 2 to 6. My work, mainly, required me to analyze social interactions and learning for up to 20 students at a time, and utilize my Montessori training to direct smooth social and academic growth for students. When I was not working directly with students, I developed lesson plans to ensure organized and efficient learning strategies. This included researching new Montessori teaching techniques and creating crafts and projects appealing to the academic theme of the week. Show less

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  Hotel UMass

  Sept 2018 - Dec 2019

  Having worked as a housekeeping specialist at Hotel UMass, transitioning to their front desk deepened my understanding of the relationship between the two roles and widened my perspective on hotel operations as a whole. Through analyzing and reporting documents: arrivals/departures/occupancy, inventory, and housekeeping assignments daily, I gained knowledge of how these numbers relate to labor, revenues and management. I improved my customer service and professional skills through creating guest reservations, assigning rooms blocks for teams and groups with 116 rooms, distributing and responding to all credit card authorizations, cancellations and other inquiries. Show less

  • Front Desk Agent

    Sept 2019 - Dec 2019

  • Housekeeping Specialist

    Sept 2018 - Sept 2019
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  Marriott International

  May 2019 - Aug 2019

  Front Desk Intern

  I relocated from Massachusetts to Portland, Oregon for Marriott Internationals Internship program during my freshman summer. As a front desk intern of this 223 room hotel, I was responsible for providing exceptional customer service and welcoming guests to a city which was very new to me. In order to assist guests and proudly represent a dream company of mine, I became determined to learn the ins and outs of Portland. I studied maps, researched and experienced recommended restaurants in the area and other local events which may interest guests. As part of the internship program, I created a report on Improving Extended Stay Guest Experiences by analyzing extended stay GSS data and proposed new strategies to management to increase extended stay satisfaction and total stays. Show less

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  The Ritz-Carlton Hotel Company, L.L.C.

  May 2021 - Aug 2021

  Food And Beverage Intern

  With a history of room operations experiences and roles, I wanted to jump out of my comfort zone and into the world of food and beverage at The Ritz-Carlton. As an intern, I had the opportunity to prepare and juggle responsibilities for 3 roles: Hostess, Food Runner and Server Assistant for experienced luxury guests. As a hostess, I scheduled up to 250 covers before service ensuring a smooth flow for back and front of house while meeting guest requests. I assisted the Lead Chef on the food line: checking dish quality, presentation, timeliness and flow. To impress our guests, I presented dishes while displaying intricate knowledge of dish components in a timely and professional manner. Show less

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  Sheraton Hotels & Resorts

  Feb 2022 - Apr 2023

  Room Operations Manager/Voyager

  As a Room Operations Manager in Marriott’s one-year manager-in-training program, I managed both housekeeping and front office operations for a 1,220 room hotel. Following 100% front office leadership turnover during the busy summer season, I quickly learned many critical operations: hiring, payroll, and accountability. Beyond that, I learned the importance of training, empowering teams, and maintaining a positive atmosphere. I analyze GSS (guest satisfaction survey) feedback to address key metrics with associates in pre-shift meetings to empower them to address new challenges. This was reflected in a 21.9 point (100-point scale) increase in our 2022 ITR (intent to recommend). Our cleanliness score also experienced a significant increase of 17.9 points over 6 months after producing a visual room standards tool and training sheets for all housekeepers. I worked on redesigning our inspection process in order to prioritize communication with engineering and the front office. I streamlined manager communication within the housekeeping department by reorganizing shift turnover processes. Our teams successfully navigated the transition from 1,220 rooms to 792 rooms. During this transition, I oversaw the front office training of a newly implemented MobileKey. Throughout the year, I completed numerous courses and classes on leadership and applied materials to day-to-day operations. Show less

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  Hyatt Regency Boston Harbor

  Apr 2023 - now

  Human Resources Coordinator