1. Elizabeth Rivas
6604 Blalock Forest Drive
Willow Spring, NC 27592
508-274-0030 (c)
eebuckingham@yahoo.com
QUALIFICATIONS SUMMARY
Hospitality Operations management professional skilled at delivering quality customer service, training,
facilitating, and leading associates by example. Team builder and leader with ability to creatively retain
associates as well as customers. Excellent communication skills. Proven success at developing working
relationships with guests in order to obtain their service needs. Passionate,multi-tasking, organized, and
focused individual with superior time-management skills and loyalty.
EXPERIENCE
Marriott International – Washington,D.C. 2004-2015
Fayetteville Courtyard by Marriott – Fayetteville, NC 2012 – Present
General Manager
Manage and oversee hotel operations for 108 room Courtyard with Bistro concept. Ensure brand standards
of service and product are provided to all guests and hold all associates accountable for delivering such
service. Train, develop, encourage, and assist associates in all areas of hotel operations.
 Successfully execute on the Breakthrough Leadership goals and commitments.
 Participate as Property Coordinator coach for BLT and lead weekly cadence calls with North and
South Carolina Property Coordinators.
 Participate and challenge revenue management in weekly Sales Strategy calls in order to drive a
healthy balance of occupancy and rate into the hotel.
 Analyze department schedules,invoices, and sales to ensure alignment with hotel and owner
financial goals.
 Responsible for preparing operating budgets yearly and completing monthly sales forecasts.
 Facilitate Culture training to all associates to include New Hire Orientation, Service Essentials,
Service Expertise, Living our Core Values, and daily stand up meetings.
 Actively Participate with Area Director and help facilitate training for fellow General Managers,
Assistant General Managers, and Operations Managers.
 Active Board Member for our Fayetteville Area Hospitality Association,engaging within the
community to help fundraise and help local charities.
Renaissance Newark Airport Hotel – Newark, NJ 2010 - 2012
Front Office Manager
Managed Front Office operations including transportation and Delighted to Serve departments. Supervised
20 associates and 4 supervisors. Ensured standards ofservice, customer satisfaction,and associate
retention. Consistently Implemented changes and new procedures to effectively meet the demands and
expectations of our customers.
 Analyzed weekly schedules against productivity to ensure alignment with department financial
goals.
 Attended monthly department financial critique meetings to discuss potentialideas to increase
business and maintain costs.
 Created schedule for continuous shuttle service to increase number of Airline Crew rooms
contracted in hotel.

2.  Managed Front Office Operations during $14 million renovation while maintaining Guest Service
scores above our goals in 2011.
Glenpointe Marriott @ Teaneck – Teaneck, NJ 2009-2010
Front Desk Manager
Managed Front Office operations on a daily basis. Supervised over 20 associates including 1 manager and
1 supervisor. Ensured standards ofservice and customer satisfaction. Ensured proper standards and
policies were met by associates as well as managers.
 Ran daily shifts at Front Desk, delivering standard of service to all guests.
 Served as Guest Satisfaction Champion, educating and encouraging staff to increase scores each
week.
 Held active role in interviewing, training, and developing associates.
 Aided in supervising At Your Service department as well as bellmen.
 Attended weekly staff meetings in order to build working relationships.
Park Ridge Marriott – Park Ridge, NJ 2004-2009
Front Office Manager 2008-2009
Managed Front Office operations including transportation and At Your Service departments. Supervised
15 associates,1 manager, and 2 supervisors. Ensured standards ofservice, customer satisfaction,and
associate retention. Implemented changes to increase overall customer satisfaction as well as changes to
increase sales and overall financial profitability.
 Analyzed scheduling procedures and made changes to achieve budgeted productivity of .27%.
 Attended hotel’s bi-weekly sales strategy meeting and aided in recognizing different markets to
penetrate to increase hotel’s sales and catering business.
 Ran weekly Guest Satisfaction Survey meetings with department heads and increased Staff
Service scores by 7 points.
 Attended monthly financial critique meetings and identified cost controlling measures to save
department $10K for the 4th quarter.
 Achieved department Guest Satisfaction Goals for entire calendar year while meeting department
productivity goal.
 Co-Facilitated Corporate wide Genuine Care Service Excellence Class that is required training for
all associates.
Director of Services 2006-2008
Managed Housekeeping Operations in 289 room hotel. Supervised over 30 associates with 2 supervisors.
Ensured standards ofcleanliness, service, and overall ambiance of hotel. Analyzed inventory levels and
developed new ordering procedures to save costs. Created hotel wide program to gain involvement for
overall cleanliness of hotel.
 Organized and executed $2.7 million room renovation in it’s entirety in 2007.
 Developed Plans and Actions for Housekeeping department to achieve overall cleanliness scores
of 95% on Quality Assurance Audits for 2 consecutive years.
 Created “Adopt-A-Room” program to gain hotel wide involvement in room inspections ofall 289
guest rooms.
 Analyzed and altered inspection program and associate responsibilities to reflect necessary
cleanliness procedures.
 Attended Corporate Cleanliness Certification class and identified new products to purchase;
increased cleanliness scores while saving department in cost of cleaning supplies.
 Developed incentive programs for department in order to successfully increase cleanliness scores.

3. Front Desk Manager 2004-2006
Managed and ran daily operations at the front desk. Supervised over 25 associates with 1 supervisor.
Ensured standards ofservice and customer satisfaction. Developed department incentives in order to gain
commitment from associates.
EDUCATION
B.S., Hospitality Management, University of Massachusetts at Amherst, Amherst, Massachusetts
Completed three Corporate Leadership Training classes,Marriott International, 2004-2009
AWARDS AND ACCOMPLISHMENTS
Awarded Manager of the Quarter in 2005 and 2007
Selected as Human Resource Coach and Labor Management Coach for hotel
Chosen to attend “Leading in a Changing Business World” in 2007
Awarded Stock Gift from General Managerfor exemplary work in 2006 and 2010