Hi, I’m
Blanca A. Gomez
Auburndale,FL
Summary
Serviced-focused General Manager dedicated to delivering positive customer experiences to promote loyalty and repeat business. Orchestrates optimal resource utilization to handle expected operational needs. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
10
years of professional experience
Work History
Latour Hotels & Resorts
General Manager
01.2021 - 09.2023
Job overview
- Managed budget implementations, employee reviews, training, schedules and contract negotiations.
- Developed and maintained relationships with owners, guests, and suppliers through account development.
- Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures and technology systems.
- Implemented operational strategies and effectively built customer and employee loyalty.
- Assessed reports to evaluate performance, develop targeted improvements and implement changes.
- Enhanced operational efficiency and productivity by managing budgets, accounts and costs.
Latour Hotels & Resorts
Assistant General Manager
10.2019 - 12.2020
Job overview
- Resolved problems promptly to elevate customer satisfaction .
- Maintained secure cash drawers, promptly resolving discrepancies in daily totals.
- Oversaw inventory by ordering precise quantities of stock and executing corrective actions to drive profitability.
- Cultivated performance-based culture based on individual accountability, goal attainment and team achievement.
- Handled cash accurately and prepared deposits.
- Motivated, trained and disciplined employees to maximize performance.
- Managed team schedule with eye for coverage needs and individual strengths.
Latour Hotels & Resorts
Front Desk Manager
03.2016 - 09.2019
Job overview
- Oversaw front desk operations with eye for hotel reputation, staff productivity and operational efficiency.
- Trained new staff on correct procedures, compliance requirements and performance strategies.
- Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
- Managed front desk maintenance of client records and lab data.
- Responded to telephone, email, and in-person inquiries regarding reservations, hotel information and guest concerns.
- Resolved guest issues with rooms or reservations with knowledgeable and friendly service.
- Handled tasks and responsibilities for front office employees during periods of understaffing.
- Resolved guest complaints by addressing issues with rooms promptly.
- Prepared weekly employee work schedules for team members.
- Coordinated with room service, housekeeping, maintenance and security to meet all guest needs.
Latour Hotels & Resorts
Front Desk Agent
02.2014 - 02.2016
Job overview
- Took reservations over phone, in person and via computer for guests and provided confirmation information.
- Answered customer telephone calls promptly and appropriately handled needs.
- Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
- Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.
- Collected room deposits, fees and payments.
- Used internal software to process reservations, check-ins and check-outs.
- Issued room keys to guests upon check-in and answered questions regarding proper use.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Liaised with housekeeping and maintenance staff to address requests and complaints made by guests.
Education
Universidad Del Sagrado CorazonSan Juan, PR
2 Years from Tourism
Skills
- Guest Account Management
- Staff Development
- Vendor Negotiations
- Operations Management
Languages
English
Full Professional
Spanish
Native or Bilingual
Timeline
General Manager
Latour Hotels & Resorts
01.2021 - 09.2023
Assistant General Manager
Latour Hotels & Resorts
10.2019 - 12.2020
Front Desk Manager
Latour Hotels & Resorts
03.2016 - 09.2019
Front Desk Agent
Latour Hotels & Resorts
02.2014 - 02.2016
Universidad Del Sagrado Corazon
2 Years from Tourism
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