Alejandra Vicenttin is currently the Director of Quality & Productivity of The Ritz-Carlton Hotel Company, South East Florida Area.  With over 15 years in the industry, she has been instrumental in instilling increased awareness of quality responsibility at the Ritz-Carlton Hotel.  She was named the 1995 Young Hotelier of the World by HOTELS Magazine and the International Hotels Association based in Paris , France , and has made significant contributions to organizational improvement and success.  Here are some of them:

·          Implemented The Ritz-Carlton Production System (Lean methodology) in the Laundry department at The Ritz-Carlton, Key Biscayne.  Results: Savings of more that 250 thousand dollars in a period of 10 months. 

·          Implemented The Ritz-Carlton Production System in Banquets Operation, which helped to increase Meeting planner satisfaction from 69.6% to 84.4% within 7months.

·          Created and develop the strategy to implement the 5 S’s program for the first time Companywide.

·          Developed a brand new Quality Tools Training Kit, now implemented Companywide.

·          Developed a new Quality Improvement methodology called “Accelerated Excellence Approach” to achieve Quality and productivity results in 10-week period and sustain the implementation.  Before the Quality Improvement, teams took 6 to 8 months to achieve results.

·          Implementation of ISO 9002 standards in Purchasing Department.

·          Quality circles Award - Housekeeping project.

·          Lead the implementation at The Ritz-Carlton, Cancun of the Mexican National Quality Award criteria and (won the Award 1994 and 1999) and MBNQ criteria (won the award 1999).

Procedures, measurements, or techniques the nominee has implemented for the improvement of quality:

·          Quality Tools Training for Executives, Managers and Supervisors.

·          Analyzing Data to Validate Quality Improvement Teams.

·          Quality Circles methodology.

·          Establish Daily measurements of success for Hotel’s key indicators.  

·          The Quality Enquirer.  Internal Quality bulleting.

·          Support the development and deployment of new processes, i.e.  Golf Club and Residences Component.

·          Weekly Hotel wide line up (15 minutes weekly meeting for all employees to enforce Company Philosophy and Quality processes).

·          A new mechanism to follow up with Strategic Planning action steps.

·          Create, supervise and facilitate Quality Improvement Teams based on the Hotels needs.

·          Lead the deployment of the American Institute of Baking Standards (Food Safety Program).

·          Implemented the food safety program, along with the Culinary and F&B executives.

·          Implemented and monitored Hotel Quality System base on the MBNQA Model.

·          Contributed on the development of corporate initiatives.

·          Developed and deployed the Residences Component SOPs/processes for the hotel with the Director of Residences.

·          Lead the Meeting Event Reliability Victory implementation.

·          Developed a new strategy for the AAA 5 Diamond criteria deployment in the Hotel.

·          Contribute on the development of Corporate initiatives, i.e. Daily Quality Production Report Corporate Team to design and develop a new standardized defect database for the company,  Guest Relation Corporate team to develop a new standardized Guest relation Orientation presentation to be implemented company wide (projects still in process).

·          Translated The Ritz-Carlton Philosophy and Quality System materials in Spanish.

·          Lead the implementation for the Mexican National Quality Award (won the Award 1994 and 1999) and The Malcolm Baldrige National Quality Award Criteria (USA).

·          Defined strategies to reinforce corporate culture and values.

·          Planning, execution and follow-up of audits (Internal, Corporate, and third party for Quality Certifications and Awards).

·          Developed and coordinated Community Projects, i.e. Quality Congress and Workshops, Quintana Roo State Quality Award.

Volunteer and /community activities:

	Designed an Internship Program for Hospitality Industry Students with Johnson and Wales University
	Quality Speaker for classes at University of Miami and FIU

§          Certified Examiner for the Mexican National Quality Award

	Instructor and Trainer for the new Examiners for the Mexican National Quality Award.
	Speaker in a National and International Quality Forums.
	Member of the Board of Edition  for CONTACTO Magazine (The Total Quality  Magazine in Mexico )
	Developing and Implementing the Quintana Roo State Quality Award.  The Governor of the State appointed Alejandra Director of the Quintana Roo Quality and Productivity Center .
	Facilitated Strategic Process Planning for the Instituto Tecnologico de Cancun

Articles, publications, or presentations relative to the improvement of quality:

·          Presentations made to audiences ranging from Students Forums to Senior Executives Conferences: 

o         17 presentations on “Implementation of Quality System in the Hospitality Industry”

o         12 presentations on “Implementing Total Quality Management in the Service Industry”

·          Articles and interviews in different magazines such as: “Contacto” in Mexico , “Hotels” Maganize, “Alta Gerencia” Magazine:

o         5 S’s implementation

o         Feminine vision in Mexico ’s hotel industry: A tribute to Alejandra Vicenttin

o         Alejandra Vicenttin named “The Young Hotelier of the World”

Achievements (i.e. education, certification, classes, awards, etc)

EDUCATION

·          Universidad Autónoma de Puebla, Bachelor Degree in  Psychology

·          Central Oregon Community College , English Certificate

·          Universidad de las Americas (Formerly Mexico City Collage) Human Resources Administration Post grade.

·          Quintana Roo HR Association. Total Quality Management Post grade.

·          Cornell University . Quality Customer Service.

·          Universidad de las Americas (Formerly Mexico City Collage) Marketing Administration. Post grade

·          Washington State University . Hotel Management

·          Japan International Cooperation Agency ( Nagoya ). Company-Wide Quality Control and Productivity Management (TQM, industrial engineering, JIT)

·          The Ritz-Carlton, Cancun . Executive Assistant Manager -Rooms- Training

·          Master in Neurolinguistic Programming by John Grinder

ADDITIONAL AWARDS AND ACHIEVEMENTS

·          Bachelor Degree with HONORS 1991.

·          Five Diamond Award for Fiesta Americana Coral Beach Hotel in 1992.   

·          The Ritz-Carlton, Cancun won the Mexican National Quality Award in 1994 and 1999. I lead the projects.    

·          The Young Hotelier of the World 1995 by HOTELS Magazine and the International Hotels Association based in Paris , France .

·          Five Diamonds Award for The Ritz-Carlton, Cancun since 1996 to 2000 from AAA, Project Leader 

·          Senior Quality Examiner for the Mexican National Quality Award Process since 1997 (Only 12 Senior Quality Examiners Country-Wide).

·          Implemented, along with the Director of Residences, the Residences Concept at The Ritz-Carlton, Key Biscayne. 2001

·          Implemented The Ritz-Carlton Production System in Banquets department and Meeting Event Reliability Victory (MERV) in Conference Services Department. 2003.

·          Quality Circles Award.  Housekeeping Department project

·          Certified Examiner for the Mexican National Quality Award

·          Instructor and Trainer for the new Examiners for the Mexican National Quality Award.

·          Speaker in a National and International Quality Forums.

·          Member of the Board of Edition  for CONTACTO Magazine (The Total Quality Magazine in Mexico )

·          Developing and Implementing the Quintana Roo State Quality Award as appointed Director of the Quintana Roo Quality and Productivity Center . 

·          Quality Selection Process Resident Trainer (Staff interview)

·          Senior member of ASQ

CERTIFICATIONS:

America Society for Quality: Manager of Quality/Organizational Excellence (Certification Number: 10492)