Christina Berrios
Chelsea
Summary
Customer experience and operations leader with progressive management experience directing high-volume, luxury-service environments and leading frontline employees, supervisors, and department managers. Proven ability to elevate service standards, manage VIP and executive-level client experiences, resolve complex escalations, develop operating procedures, and coordinate time-sensitive operations across multiple departments.
Overview
5
5
years of professional experience
Work History
Director of Front Office
The Royal Sonesta Boston
09.2024 - Current
- Lead the Front Office team to a significant year-to-date increase in Guest Satisfaction Scores (GSS), strengthening brand reputation and guest loyalty.
- Contributed to a competitive rise in third-party rankings through strategic focus on service quality and guest engagement.
- Nominated Manager of the 2nd Quarter in the first year, recognized for leadership excellence and team development.
- Designed, structured, and restructured Standard Operating Procedures (SOPs) to establish consistency, accountability, and discipline at the desk.
- Achieved a Quality Assurance audit score of 90.5 overall, including a perfect 100 for Arrival Experience under my leadership.
- Actively participated in weekly revenue meetings, identifying front office opportunities and implementing initiatives to increase revenue capture at the desk.
- Fostered collaboration across departments to ensure seamless operations, service recovery, and continuous process improvements.
Front Office Manager
Harbor View Hotel
04.2024 - 09.2024
- Restructured the guest experience department and establishment processes to ensure a consistent pre-arrival and guest experience.
- Developed and implemented training programs for new employees.
- Handled guest inquiries and complaints in a professional and timely manner, serving as property manager on duty and resolving all escalated requests or opportunities.
- Managed weekly scheduling and payroll for all front office, bell, and guest experience staff, averaging around 25 employees at a time throughout the season.
- Collaborated with other departments to ensure smooth communication and operations.
- Demonstrated strong leadership and problem-solving skills in a high-pressure seasonal environment.
Front Office Manager
The Newbury Boston
01.2023 - 04.2024
- Managed front desk operations and provided exceptional customer service at a luxury hotel.
- Consistently excelled as a top performer with the Nor1 upsell program.
- Trained and supervised front desk staff, maintaining high levels of professionalism and efficiency.
- Developed and implemented policies and procedures to optimize front office efficiencies.
- Handled guest inquiries, complaints, and requests, resolving issues promptly and effectively through Highgate standards.
- Utilized and trained in Canary Link, Opera Cloud, Alice, Nor1 Program, and many more systems.
- Participated in various Forbes trainings as well as worked diligently through audit processes to maintain the Forbes recognized ratings.
Assistant Front Office Manager
Hyatt Regency Boston Harbor
07.2022 - 12.2022
- Lead team of 5 front desk agents, and 4 shuttle drivers.
- Oversaw an upsell program with consistent engagement and incentives and successfully created an increase in revenue with an average of $20,000 per month.
- Coordinated with housekeeping and maintenance staff to ensure rooms were ready for guests and maintained cleanliness standards.
- Trained new front desk staff on hotel policies, procedures, and customer service best practices.
- Created daily reports on occupancy rates, revenue, and guest feedback for management review.
- Assisted in scheduling, payroll, and managing staff shifts to ensure adequate coverage and efficiency in front office operations.
Hotel Front Desk Supervisor
Holiday Inn Express and Suites
11.2021 - 06.2022
- Managed front desk operations, including check-ins, check-outs, and guest inquiries.
- Trained and supervised front desk staff to ensure excellent customer service.
- Resolved guest complaints and issues in a timely and professional manner.
- Enrolled a record amount of approximately 25 guests per week into the IHG member program, as well as upheld member tier status benefits.
- Collaborated with other hotel departments to ensure smooth operations.
- Assisted in the implementation of new front desk procedures and protocols.
Education
Bachelor's Degree - Linguistics and Communications
University of Puerto Rico
San Juan, PR01.2020
Skills
- Budget management
- Effective organizational skills
- Communication
- Team leadership
- Guest experience optimization
- Revenue management
- Audit compliance
- Service quality enhancement
- Staff training and development
- Conflict resolution
- VIP guest handling
- Guest satisfaction tracking
Accomplishments
- Manager of the 2nd Quarter
- QA Arrival Audit of 100
- MTD/YTD GSS Increase
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Italian
Professional Working
Timeline
Director of Front Office
The Royal Sonesta Boston
09.2024 - Current
Front Office Manager
Harbor View Hotel
04.2024 - 09.2024
Front Office Manager
The Newbury Boston
01.2023 - 04.2024
Assistant Front Office Manager
Hyatt Regency Boston Harbor
07.2022 - 12.2022
Hotel Front Desk Supervisor
Holiday Inn Express and Suites
11.2021 - 06.2022
Bachelor's Degree - Linguistics and Communications
University of Puerto Rico