Elizabeth Serna
Houston,TX
Summary
Customer-oriented General Manager with 20 years of experience focused on increasing revenues and expanding margin. Adaptive and deadline-oriented consistently executes and completes multiple projects in high-stress environments. Meticulous leader and strategic planner with comprehensive managerial acumen, offering vision and motivational acumen.
Overview
20
20
years of professional experience
Work History
General Manager
Best Western Premier Grand Texas Hotel
Houston, TX
08.2020 - Current
- Oversee the interviewing, hiring, training, work direction, and performance management of all employees
- Review and maintain accurate records of hotel’s funds and information including, cash flow sheet, accounts receivable and payable, credit card reconciliations, and registration information
- Responsible for resolving escalated customer relation issues
- Oversee the activities of all staff members to ensure adherence to hotel policies and procedures
- Ensured compliance with licensing laws, health and safety and other state regulations
- Managed budget implementations, employee reviews, training, schedules and contract negotiations.
- Developed and maintained relationships with customers and suppliers through account development.
- Reduced costs, managed delivery schedules and performed risk analysis to improve overall profitability.
General Manager
Mainstay Suites
Houston, TX
06.2011 - 06.2019
- Coordinate, direct, and manage the staff and everyday hotel operations to achieve profitability, guest satisfaction
- And efficiency while maintaining standards set
- Manage labor standards and property level expenses to achieve maximum flow through
- Monitor collection of in-house guest balances and direct bill receivables,
- Ensured purchases made are within budget and improved by owner
- Ensured that all guest related issues were resolved in a manner consistent with the company’s goals
- Communicated all policies and procedures to entire staff
- Developed business through pro-active direct sales, marketing, telemarketing, appointment calls and tours of the hotel
- Developed strategic action plans to drive measurable, incremental sales revenue
Task Force General Manager
P3 Hospitality
Abilene, TX
09.2009 - 05.2011
- Trained and guided team members to maintain high productivity and performance metrics.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Recruited, hired and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Interviewed and hired strong candidates for team openings, using newspapers, job boards and social media to find applicants.
- Directed management meetings to enhance collaboration and maintain culture based on trust and group problem-solving.
- Demonstrated exceptional knowledge of process optimization in relation to profit and loss.
- Implemented innovative programs to increase employee loyalty and reduce turnover
General Manager
Studio 6
Houston, TX
06.2005 - 08.2009
- Interpret company policy and provided a working environment by ensuring compliance with safety programs Interviewed applicants
- Orientate and train new associates
- Conduct ongoing training of all associates to increase job knowledge and skill level Promote teamwork and associate moral Dealt with customer complaints and comments, addressed problems ensuring everything ran smoothly Based on forecasted monthly revenue; adjust controllable expenses to maintain profit margins
- Explain causes for budget variances of controllable expenses
- Take corrective action to avoid future occurrences and adjust spending to eliminate variances Provided input for annual budget by forecasting changes in operating expenses and labor cost
- Managed budget implementations, employee reviews, training, schedules and contract negotiations.
Guest Service Agent/Front Desk Manager
Hearthside Extended Stay Suites
Houston, Texas
09.2000 - 07.2005
- Assisted General Manager, run the day-to-day operations of the hotel Responsible for Accounts Receivable collecting and allocating of funds properly Planned work schedules for employees Greeted and registered guests upon arrival, calculated and updated Guest Ledger balance, post all charges, adjustments and settlement to Guest and House accounts
- Answered guest inquiries and provided information regarding hotel services and amenities
- Streamlined check-in process to decrease wait times and increase customer satisfaction
- Assisted guests with check-ins, account inquiries and any additional services needed
- Recommended hotel services or amenities that guest may find useful
- Greeted guests upon arrival and offered assistance
- Oversaw fast-paced front desk operations and guests' needs at busy facility
- Investigated guest challenges and sources of dissatisfaction to offer timely resolution
Education
Bachelor of Science - Criminal Justice
Texas Tech University
Lubbock, TXBachelor of Science - Criminal Justice
University of Phoenix
Tempe, AZ06.2004
Skills
- Sales Promotion
- Business Leadership
- Verbal and Written Communication
- Finance and Accounting Oversight
- Team Leadership
- Human Resources Oversight
- Records Organization and Management
- Staff Scheduling
- Budget Control
- Customer Service Management
- Cost Reduction
Timeline
General Manager
Best Western Premier Grand Texas Hotel
08.2020 - Current
General Manager
Mainstay Suites
06.2011 - 06.2019
Task Force General Manager
P3 Hospitality
09.2009 - 05.2011
General Manager
Studio 6
06.2005 - 08.2009
Guest Service Agent/Front Desk Manager
Hearthside Extended Stay Suites
09.2000 - 07.2005
Bachelor of Science - Criminal Justice
Texas Tech University
Bachelor of Science - Criminal Justice
University of Phoenix
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