Christina Serrano

Assistant General Manager
Wylder Hotel – Windham, NY

• Direct daily operations across Front Desk, Housekeeping, and F&B, ensuring brand standards and guest satisfaction.
• Oversee SLH/Hilton redemption reimbursements, ADR protection, and financial reconciliation projects.
• Support revenue management, payroll, and group release processes to optimize profitability.
• Lead hiring, training, and coaching of staff; serve as acting GM in GM’s absence.
• Coordinate corporate retreats, weddings, and pop-up events, ensuring flawless execution.
• Develop and implement SOPs to streamline operations and enhance service culture.

• Lead all hotel operations, ensuring a high level of guest satisfaction and operational excellence.
• Manage all departments including front office, housekeeping, and maintenance to ensure smooth day-to-day operations.
• Oversee budgeting, financial reporting, and revenue management strategies to achieve financial goals.
• Develop and implement strategies to increase hotel occupancy and profitability.
• Foster a culture of excellence in guest service and operational efficiency.
• Build and maintain strong relationships with corporate clients, local businesses, and community organizations.
• Ensure compliance with safety and cleanliness standards and provide ongoing staff training and development.
• Report regularly to stakeholders and owners on hotel performance, operational goals, and key improvements.

• Acted as an ambassador for the brand and the hotel, working closely with the VP of Operations, hotel owners, and stakeholders.
• Provided leadership and strategic planning to all departments, ensuring a service culture and optimized operations.
• Managed the hotel's management team, overseeing overall targets and delivering an excellent guest experience.
• Led key property issues, including capital projects, customer service, and refurbishment.
• Responsible for the hotel's annual Operating budget, Marketing and Sales Plan, and Capital Budget.
• Maximized room yield and revenue through innovative sales practices and yield management programs.
• Ensured compliance with legal requirements, OSHA, fire regulations, and other standards.
• Acted as the final decision-maker in hiring key staff and coordinated with Department Heads for the execution of activities.
• Responded to audits to ensure continual improvement and handled corporate clients and new client acquisition.
• Provided monthly financial reporting for owners and stakeholders.

• Oversaw hotel operations, maximizing guest satisfaction, and optimizing revenues.
• Represented the hotel in the market, developing relationships with key accounts.
• Aggressively managed independent revenue and expense areas for profitability.
• Ensured accurate and timely payroll submissions to the corporate office.
• Administered and enforced hotel policies and procedures.
• Managed a team of over 14 employees, conducting disciplinary actions and mentorship for growth development.
• Provided personalized service to guests, maintained excellent customer service, and managed reservations using a computerized system.
• Led housekeeping and laundry activities for the highest level of cleanliness in guest rooms and public areas.

• Maintained store appearance and safety through consistent recovery and sanitizing protocols.
• Achieved daily sales objectives, managed cash drawer drops, and prepared daily bank deposits.
• Delivered top-quality customer service and trained new team members.

• Oversaw store opening and closing functions and managed task delegation.
• Maintained store appearance and safety, managed cash drawer drops, and prepared daily bank deposits.
• Delivered top-quality customer service and trained new team members.