Ana Maria Zapata
Orlando,Fl
Summary
Extensive Management Background Customer Service Leader Strategic Business Planning Experienced hospitality professional successfully supporting all hotel operations, as well as associate, guest and owner satisfaction scores, through a track record of exceptional business, leadership, financial, interpersonal, and communications skills. Proven ability to step into a general manager role; bilingual Spanish/English communications skills. Orchestrates optimal resource utilization to handle expected operational needs. Sales leader with sound judgment, good planning abilities and interpersonal communication strengths.
Overview
22
22
years of professional experience
Work History
General Manager
Courtyard Orlando International Drive Convention Center
05.2017 - Current
- Acted as Dual General Manager in absence of GM during transition and vacancy .Participated in sales calls, local events, and site visits with members of sales team to acquire business
- Created and executed effective PIP plan to overcome hotel financial difficulties and meet HP goals by year end
- Improved Hotel Associate Engagement Survey scores from 71% in 2017 to 84% in 2019 and leadership index 17 points up YOY
- Recent AES 100% in 2021and 99% in 2022
- Improved GSS ITR scores 9.8 points year over year.
General Manager
Courtyard Orlando Airport
01.2014 - 05.2017
- Increased HP margin YOY from 36.7% in 2014 to 56.2% in May 2017
- Improved Hotel Associate Engagement Survey scores from 76% in 2014 to 95% in 2017
- Developed and implemented property strategies that deliver products and services to meet or exceed needs and expectations of customer and employees and provide return on investment to owner
Assistant General Manager
Courtyard Marriott Village, Buena
01.2011 - 01.2014
- Oversaw all Food & Beverage outlets and Banquet space for all 3 Brands (CY, FFI and SHS), reviewed and audited all aspects in accordance with SOPs, ensured the Food & Beverage budget met targets; reviewed results and performance with the General Manager
- Coordinated all Food & Beverage functions and Banquet events and ensured coactive participation with all departments
- Improved Hotel Associate Engagement Survey scores from 51% to 84% in first year in position
- Motivated team to achieve operational excellence; encouraging calculated risk-taking and foster team work environment in all departments throughout all 3 brands
- Weekly Review of guest satisfaction results and Medallia data to identify areas of improvement and implemented corrective actions with all department heads and leaders of 3 hotels
- Oversaw full renovation of CYRB lobby and oversaw opening of one of largest Bistro in the CY brand
- Worked directly with other AGM’s to develop and implement departmental strategies and manage implementation of brand service strategy and brand initiatives for each building in all disciplines.
Senior Operations Manager/Recreation Director
Marriott
01.2009 - 01.2011
- Oversaw, motivated, and trained 70 associates and 4 supervisors
- Increased GSS scores 2.7% in 12 months by improving the guest experience
- Improved department profitability 4.8% in 15 months by establishing realistic and obtainable goals to guide operation and performance
- Improved Associate Engagement Survey scores from 53% to 84%
- Worked with Corporate Marketing Team to develop and implement creative activity plans for Recreation department in Marriott.com
- Able to effectively manage to ever-changing work environment to fulfill resort guest expectations while preparing for a major pool renovation.
Senior Restaurant Manager- Lobby, Specialty Relief Restaurant Manager
Bar
01.2005 - 12.2008
- Exceeded budget profitability while maintaining guest and associate satisfaction
- Multiple restaurant management experience from 500-seat casual restaurant to fine dining restaurant
- Provided leadership and vision to prioritize department goals and achieve desired goals
- Monitored adherence to all liquor control policies and procedures to minimize liquor cost in all outlets
Manager in Training / Assistant Manager
MIT
01.2003 - 12.2004
- Graduated from Marriott, program
- Cross trained in all hotel disciplines
- Established performance goals for employees and provided feedback on methods for reaching those milestones
- Defined clear targets and objectives and communicated to other team members
Supervisor of Operations
Marriott
01.2002 - 01.2003
- Supervised operations staff and kept employees compliant with company policies and procedures
Education
Bachelor and master’s degree - Social Science-Social Worker
University of Lima
Lima - Peru1998
Skills
- Leadership
- Labor Cost Controls
- Food Preparation and Safety
- Budgeting and Cost Control Strategies
- Project Management
Affiliations
- 2018 ELP Graduate
- Six Sigma Green Belt Certification
- MSB Task Force GM
- Member of Florida Recreation Council Job Counselor for the Jobs Partnership
- Micros 8700/9700 System
- Property Expert BLT Orlando Market Coach
- Bilingual- Spanish speaking native
- Culinary Certifications
- Central Florida Business Council Treasurer 2019
- 2019 EPP graduated
- OWCM Manager of the Year 2010/2014
- Ballet -Professional Dancer
- CFHLA Member Board of Director
Timeline
General Manager
Courtyard Orlando International Drive Convention Center
05.2017 - Current
General Manager
Courtyard Orlando Airport
01.2014 - 05.2017
Assistant General Manager
Courtyard Marriott Village, Buena
01.2011 - 01.2014
Senior Operations Manager/Recreation Director
Marriott
01.2009 - 01.2011
Senior Restaurant Manager- Lobby, Specialty Relief Restaurant Manager
Bar
01.2005 - 12.2008
Manager in Training / Assistant Manager
MIT
01.2003 - 12.2004
Supervisor of Operations
Marriott
01.2002 - 01.2003
Bachelor and master’s degree - Social Science-Social Worker
University of Lima
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