Promoting from Within: Paola Tavarez

Paola Tavarez’s career path at M&R is one more recent example of the company’s policy of recognizing associates’ hard work and initiative. Paola was hired last year as a guest service agent at the DoubleTree by Hilton New York Times Square West. A year later, having proven herself as a GSA, Paola has been promoted and is now a front desk supervisor.

“We promote from within whenever we have a qualified candidate and the new position makes sense,” said Margarita Garcia general manager. “Soon after joining the company, Paola became a crucial part of the front office team. While she was new to the hospitality industry, she wasn’t new to customer service.

Paola acknowledged that the front desk can be a “fast-paced environment,” but at the end of the day, “our job is pleasing the guest.” As a front desk supervisor, she focuses on training new hires in the front office. Another challenge: increasing the Doubletree’s SALT (Service And Loyalty Tracking) scores, which measure guest loyalty and overall satisfaction.