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
Cambridge, MA
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
Martha's Vineyard, MA
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
Boston, MA
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
Boston, MA
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
San Juan, PR
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