Carla Staples
Claymont,DE
Summary
Highly accomplished and results-driven Assistant General Manager with over 15 years of expertise in hotel operations. Skilled in delivering exceptional guest experiences, optimizing profitability, and fostering high-performing teams. Renowned for strong leadership, operational excellence, and a commitment to service quality.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Assistant General Manager
Homewood Suites
Philadelphia, PA
01.2024 - Current
- Support the General Manager in overseeing daily operations of a 136-room hotel, ensuring exceptional guest satisfaction and operational efficiency
- Collaborate closely with the E-Commerce team to enhance the hotel's online presence, increasing market exposure and driving higher occupancy rates
- Partner with the Chamber of Commerce and PHL Convention Bureau to foster community relationships and attract corporate clientele
- Negotiate vendor contracts to secure favorable terms, significantly reducing operating costs without compromising quality
- Design and implement targeted training programs to improve staff performance, boost employee retention, and enhance overall service quality
- Achieve a record-breaking $3 million in repeat corporate business, setting a new benchmark for the company
- Introduce and implemented cost-control measures, achieving a 15% reduction in operational expenses within 3 months while upholding premium service standards
- Support the General Manager in managing hotel operations, with a focus on front office, housekeeping, valet, and food and beverage departments, cultivating a culture of service excellence and accountability
- Boost customer satisfaction scores by 25% through the development and execution of staff training programs and performance-based incentive initiatives
- Contribute significantly to increasing occupancy rates by 30% during off-peak seasons through strategic and targeted marketing campaigns
Assistant General Manager
Courtyard by Marriott
New Castle, DE
10.2024 - 01.2024
Assistant General Manager
Fairfield Inn
Broomall, PA
05.2023 - 01.2024
Front Office Manager
Hilton Garden Inn
Kennett Square, PA
09.2022 - 05.2023
Premium Auditor
Travelers Insurance
Durham, NC
10.2018 - 02.2020
Night Auditor/Front Desk Supervisor
Doubletree By Hilton
09.2017 - 09.2019
Education
Some College (No Degree) - Accounting
Delaware Technical Community College
DESkills
- Comprehensive Hotel Operations Management
- Support in Revenue and Budget Planning
- Leadership and Development of High-Performing Teams
- Excellence in Customer Service and Guest Relations
- Collaboration in Strategic Sales and Marketing Initiatives
- Assistance with Event and Conference Planning and Management
- Adherence to Compliance and Safety Standards
- Coordination in Vendor and Contract Negotiations
- Proficient in hotel management software (eg, OnQ, PEP, FOSSE)
- Skilled in MS Office Suite and revenue forecasting tools
- Excellent communication and comprehension skills
Certification
- Insurance Premium Audit Certified, 10/2017
- Certified Notary Public
- Serv Safe
Timeline
Assistant General Manager
Courtyard by Marriott
10.2024 - 01.2024
Assistant General Manager
Homewood Suites
01.2024 - Current
Assistant General Manager
Fairfield Inn
05.2023 - 01.2024
Front Office Manager
Hilton Garden Inn
09.2022 - 05.2023
Premium Auditor
Travelers Insurance
10.2018 - 02.2020
Night Auditor/Front Desk Supervisor
Doubletree By Hilton
09.2017 - 09.2019
Some College (No Degree) - Accounting
Delaware Technical Community College
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