Results-focused Manager with vast background in the Hospitality Industry eager to contribute to the success of a progressive organization in optimizing operational and financial performance.

 

 

         Proficiency in department management, report preparation, customer service, front desk operations, group reservations, sales, and guest services.

         Adept at training, motivating, developing, and managing top-performing employees;  substantial experience in conducting staff meetings.

         Conscientious and resourceful with superior time management, problem solving, and prioritization skills; able to balance multiple tasks and demands simultaneously. 

         Excel in fostering strong guest relationships; demonstrate respect, attentiveness and courtesy to maximize satisfaction and repeat business.

         Administer guest recognition and loyalty programs to attain and maintain excellent occupancy levels and repeat business; proven strengths in maximizing RevPAR.

         Hands-on management style with a solid reputation for leading by example , and well-versed throughout numerous departments such as F&B, Banquet Services, and Housekeeping.

         Polished skills in forecasting, budgeting, and cost control.

         Able to establish rapport with guests from diverse cultures and backgrounds.

         Played a pivotal role in designing and introducing reporting procedures which strengthened overall guest satisfaction ratings.

 

 

Great Wolf Lodge, Grapevine, TX, 2007 to 2010 

Guest Service Manager

         Spearheaded guest services operations for hotel and resort comprised of 605 units, consistently driving cohesive efforts among all departments to expedite problem resolution and optimize guest satisfaction.

         Mentored, motivated, and managed highly productive employees, conducted regular performance appraisals, and cultivated a team-driven work climate.

         Leveraged sharp organizational skills to process large group check-ins, complete broad range of reports, and rectify accounting/billing issues.

 

Doral Tesoro Hotel & Golf Club, Fort Worth, TX, 2004 to  2007

Front Desk Manager

• Steered efficient department activities and directed 28 associates including Bellman, PBX (Switchboard), and Room Service.
• Demonstrated exemplary leadership talents in coaching, training, mentoring and supervising new staff; facilitated regular meetings to share information, elevate morale, and recognize outstanding performance.

 

Continued

 

 

 

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Professional Experience continued

 

• Conducted daily employee audits to ensure and enforce accountability.
• Monitored accounting accuracy including credit card and cash overages/shortages, department purchases, and inventory management (including gift shop).

• Strategically managed payroll to control costs and meet budgetary guidelines across multiple departments.

 

Holiday Inn, Waco, TX, 2001 to 2004

Guest Service Manager

• Seamlessly coordinated Guest Services activities by orchestrating unified efforts with all other departments.
• Entered rates in hotel operating system, generated forecasting reports, analyzed and resolved technical issues, and oversaw staffing to optimize productivity while controlling labor expenses.
• Trained and qualified to provide coverage in departments such as Sales, Maintenance, Revenue Management, Food & Beverage, Housekeeping and Night Audit.
• Exercised solid financial acumen to establish and manage budget, analyze reports, and conduct daily bank deposits.
• Actively contributed to driving hotel revenue growth by promoting and implementing incentive programs to boost RevPAR or occupancy levels.
• Combined exceptional communication and interpersonal skills to ensure flawless service delivery to large groups such as Secret Service, Marine Corps and U.S. Navy.

 

 

Microsoft Office Suite

 

Property Management Systems (Encore, Holidex Plus, MICROS-Fidelio, Opera)

 

MICROS-HSI

 

Timesaver

 

ADP