Carla Staples
Claymont,DE
Summary
Dynamic and results-driven Hotel General Manager with extensive experience overseeing full-service and select-service properties across Marriott and Hilton brands. Proven success in operational leadership, budgeting, and team development with a strong record of driving guest satisfaction, profitability, and compliance. Equally skilled in residential and condominium property management, with expertise in vendor relations, preventive maintenance programs, owner/resident communications, and long-term capital planning. Adept at managing multi-department operations and ensuring service excellence across diverse hospitality and residential settings.
Overview
11
11
years of professional experience
1
1
Certificate
Work History
General Manager
Fairfield Inn & Suites by Marriott
07.2025 - Current
- Lead all aspects of hotel operations including Front Office, Housekeeping, Engineering, and Sales for a high-performing Marriott select-service property.
- Drive revenue growth through active participation in revenue management strategy calls and local market engagement.
- Implemented updated deep-cleaning, preventive maintenance, and guest experience programs, resulting in higher GSS and cleanliness scores.
- Manage budgeting, forecasting, and cost control measures to achieve consistentGOP and labor efficiency goals.
- Cultivate a culture of accountability and empowerment among department leaders, ensuring adherence to brand standards and property goals.
- Strengthen community and corporate partnerships, leading to increased group bookings and repeat business.
- Oversee facilities management and vendor coordination, applying principles of residential and condominium operations to ensure safety, compliance, and asset preservation.
Assistant General Manager (Dual Brand)
Hilton Garden Inn / Homewood Suites – Dual-Brand Property
02.2025 - 07.2025
- Supported the General Manager in overseeing operations of 348 rooms across two Hilton brands, ensuring exceptional guest satisfaction and brand compliance.
- Supervised daily front office, housekeeping, and F&B operations to maintain efficiency and consistency.
- Assisted with forecasting, budget management, and payroll control to ensure profitability.
- Collaborated with Revenue and E-Commerce teams to maximize online visibility, ADR, and occupancy.
- Trained and coached department managers, promoting leadership development and operational excellence.
- Participated in revenue and strategy meetings, contributing to sustained market share growth.
Assistant General Manager
Hampton Inn by Hilton
01.2023 - 02.2025
- Directed operations for a 106-room property, managing staffing, training, and departmental performance.
- Improved guest satisfaction scores by 15 points through targeted service and housekeeping initiatives.
- Supported GM with P&L management, forecasting, and payroll oversight.
- Assisted with renovation planning and execution while maintaining guest experience standards.
Operations Manager
Fairfield Inn by Marriott
06.2023 - 10.2023
- Oversaw day-to-day operations ensuring Marriott brand consistency and guest satisfaction.
- Implemented departmental cross-training for stronger operational flexibility.
- Assisted in revenue management discussions to optimize room profitability.
Premium Auditor
Markel Insurance Company
01.2021 - 07.2022
- Conducted comprehensive financial and operational audits ensuring compliance and data accuracy.
- Partnered with underwriting to assess risk and refine policy recommendations.
Customer Service Representative
Discover Financial Services
03.2021 - 05.2022
- Delivered exceptional customer support for cardholders, resolving billing inquiries, account issues, and payment adjustments with professionalism and accuracy.
- Maintained quality, call resolution, and compliance metrics while enhancing customer loyalty through proactive service and communication.
Premium Auditor
Travelers Insurance Company
09.2017 - 02.2020
- Performed detailed financial audits on commercial accounts, verifying payroll, revenue, and classification accuracy.
- Prepared and submitted audit summaries with recommendations for underwriting and compliance.
- Developed strong client relationships through clear communication and professional presentation of findings, reducing disputes and increasing client satisfaction.
Premium Auditor
The Hartford Insurance Group
08.2014 - 08.2017
- Completed high-volume commercial audits, consistently exceeding accuracy and productivity benchmarks.
Education
Wilmington University
New Castle, DESkills
- Hotel & Residential Property Operations
- Budgeting, Forecasting & Financial Analysis
- Team Development & Performance Coaching
- Vendor & Contract Negotiation
- Preventive Maintenance & Facility Management
- Owner/Resident Relations & Communication
- Revenue & Market Share Growth
- Brand Standards & Regulatory Compliance
- Process Improvement & Cost Control
- Strategic Sales & Market Positioning
- Proficient in FOSSE, PEP, OnQ, and Microsoft Office products
Certification
- Certified Notary Public – State of Delaware
- Maryland Certified Pool Operator
- ServSafe Manager Certification
- APA 91 – Completed
Timeline
General Manager
Fairfield Inn & Suites by Marriott
07.2025 - Current
Assistant General Manager (Dual Brand)
Hilton Garden Inn / Homewood Suites – Dual-Brand Property
02.2025 - 07.2025
Operations Manager
Fairfield Inn by Marriott
06.2023 - 10.2023
Assistant General Manager
Hampton Inn by Hilton
01.2023 - 02.2025
Customer Service Representative
Discover Financial Services
03.2021 - 05.2022
Premium Auditor
Markel Insurance Company
01.2021 - 07.2022
Premium Auditor
Travelers Insurance Company
09.2017 - 02.2020
Premium Auditor
The Hartford Insurance Group
08.2014 - 08.2017
Wilmington University