Carlos Soto
Hinesville,GA
Summary
Award winning management professional with over 20 years of progressive experience in hospitality environment. Possesses a hands-on business philosophy with intense focus on touching every aspect of the business. Strong written and oral commination skills. Results-oriented leader with a proven track record. Effective project management skills with the ability implement and direct multiple projects, and setting deadlines ensuring accountability. Effective at customer relations and team building. Service-focused General Manager dedicated to delivering positive customer experience to promote loyalty and repeat business. Sales leader with sound judgement, good planning abilities and interpersonal communication strengths.
Overview
26
26
years of professional experience
Work History
General Manager
Fairfield Inn & Suites Marriott (LBA Hospitality)
05.2021 - Current
- Opening GM tasked with stabilizing hotel post-launch during COVID-19; built operations, team culture, and service excellence from the ground up.
- Recognized with Marriott’s Silver Hotel Award for exceptional guest service and operational performance.
- Top-performing hotel in comp set since opening, leading in RevPAR, ADR, and occupancy.
- Maintained market share leadership even with the addition of two new Hilton-branded competitors to the area.
- GSS scores consistently above brand average through service training, recovery programs, and empowerment strategies.
- Eliminated staffing agency usage within 6 months by building and retaining a strong internal leadership team.
- Exceeded revenue goals three consecutive years; passed all Marriott BSA audits through 2024.
General Manager (Area Manager)
Residence Inn Savannah Airport (BPR Properties)
04.2020 - 05.2022
- Lead Residence Inn and Home2 Suites during Covid Pandemic impact on industry.
- Initiated and implemented both brand and company's Covid plan and cost savings measures.
- Positioned properties to consistently outperformed market on STAR report during Covid pandemic.
- Reduced turnover and cross trained team members. This enabled team members growth and opportunity within company.
- Enhanced area performance by implementing proven management processes to increase revenue.
- Developed processes to save on costs and prevent losses.
- Mitigated business risks by working closely with staff members and assessing performance.
General Manager
Home2 Suites by Hilton Savannah Airport (BPR Properties)
09.2018 - 03.2020
- Increased revenue by over 65% over opening year in second year. Occupancy up 26% and ADR up over $8.00.
- Developed Operations Manager for GM role which lead to promotion as GM.
- Developed Front Desk Lead for Operations Manager which lead to promotion for team member.
- Hired, trained and managed leadership team while eliminating outside temporary labor.
- Implemented operational strategies and effectively built customer and employee loyalty while increasing SALT scores 15% of LY.
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
Human Resources Manager
Tire Pros-Liberty Tire & Brake
01.2018 - 08.2018
- Implemented Tire Pros brand training programs for counter personnel as well as backhouse technicians.
- Worked with department manager to assess needs and established relations withe local tech schools to recruit new talent
- Prepared correspondence, accounting and financial documents for analysis. This increased profitability over LY by 32%
- Insured safety standards in place according to OSHA regulations.
- Worked with managers to achieve compliance with organizational policies, providing clarifying information and recommending necessary changes.
- Facilitated onboarding sessions and on-the-job training for new hires, bolstering employee job position knowledge and skillset.
- Implemented tracking system for customer dissatisfaction from surveys and social media.
General Manager
Residence Inn by Marriott (McKibbon Hotels)
12.2005 - 07.2015
- Directed all phases of hotel operations and controls from budgeting, P&L management, contract negations, front office, housekeeping, maintenance, sales and F&B, to include consistent and concise leadership to department supervisors.
- Consistently maintained Residence Inn's brand standards and level of service that enabled property to effectively compete in all market segments.
- Established strong sales relationships by networking with various segment such Government, Aviation, and Entertainment increasing our room nights year over year.
- Trained and developed several employees for internal promotions leading to supervisor and management promotions.
- Achieved QA scores above 85 with last 3 years above 90.
- Rectified past due accounts and eliminated write-offs.
- Participated on several opening teams and task force of red zone properties of varying brands.
- Lead new brand and company initiative in several areas such F&B and housekeeping.
General Manager
Towneplace Suites by Marriott (McKibbon Hotels)
02.2002 - 12.2005
- Revitalized a struggling property, leading turnaround efforts that elevated operational performance and market standing.
- Received Marriott’s ESSOC (Extended Stay Occupancy Champion) Award, recognizing top-tier occupancy performance in the brand’s extended stay segment.
- Achieved “Most Improved GSS” award, increasing guest satisfaction scores by 21% through enhanced training, preventive maintenance, and service delivery.
- Executed three consecutive award-winning years, earning a Marriott Silver Hotel Award and Diamond GM distinction.
- Developed and mentored Sales Manager, successfully expanding corporate partnerships and segment penetration.
General Manager
Microtel/Masters Inn Suites (HLC Hotels)
04.1999 - 12.2001
Education
Connect U Marriott
Motels of America
Hilton University
.
Skills
- Customer service-focused
- Finance administration and cost control
- Quality assurance/service standards
- Financial budgeting and reporting
- Planning and forecasting
- Business analysis
- Team training and development
- Property tours and inspections
- Sales management
- Maintenance knowledge
Timeline
General Manager
Fairfield Inn & Suites Marriott (LBA Hospitality)
05.2021 - Current
General Manager (Area Manager)
Residence Inn Savannah Airport (BPR Properties)
04.2020 - 05.2022
General Manager
Home2 Suites by Hilton Savannah Airport (BPR Properties)
09.2018 - 03.2020
Human Resources Manager
Tire Pros-Liberty Tire & Brake
01.2018 - 08.2018
General Manager
Residence Inn by Marriott (McKibbon Hotels)
12.2005 - 07.2015
General Manager
Towneplace Suites by Marriott (McKibbon Hotels)
02.2002 - 12.2005
General Manager
Microtel/Masters Inn Suites (HLC Hotels)
04.1999 - 12.2001
Connect U Marriott
Motels of America
Hilton University
.
Similar Profiles
Bailee Hodge-GreenBailee Hodge-Green
Guest Experience Specialist at Marriott, Fairfield inn suites by MarriottGuest Experience Specialist at Marriott, Fairfield inn suites by Marriott
Rebecca O'ShieldsRebecca O'Shields
Front Desk Agent at Fairfield Inn & Suites by MarriottFront Desk Agent at Fairfield Inn & Suites by Marriott
Taylor EmeryTaylor Emery
Front Desk Overnight Audit at Fairfield Inn And Suites MarriottFront Desk Overnight Audit at Fairfield Inn And Suites Marriott
Melton WaldenMelton Walden
Military Intelligence Systems Maintainer/Systems Integrator at US ArmyMilitary Intelligence Systems Maintainer/Systems Integrator at US Army
Kameron BradleyKameron Bradley
Satellite Communications System Operator at US ArmySatellite Communications System Operator at US Army