Debbie Balderaz
Aurora,CO
Summary
Half the battle in today’s industry is having and keeping good team members. This is why you need someone like me. I love life and enjoy the atmosphere a job like customer service has to offer. From listening to their issue, apologizing for our mistake, and doing something a little extra to surprise and delight the guest. Without our guest we do not need a team, without a team no reason to be open. So hear me when I say take care of your people and they will take care of you.
Overview
14
14
years of professional experience
1
1
Certification
Work History
General Manager
Springhill Suites by Marriott Westminster Denver-North Westminster
01.2023 - Current
- Direct and manage property operations to assure optimum performance and continual improvement in the five Key Result Areas (guest service, employees, sales/marketing, property appearance, and profit/financial control
- Consistently deliver results that contribute to the mission and overall success of the hotel by accomplishing performance objectives focused on business revenues and guest and associate satisfaction
- Oversee the guest service function to ensure corrective and timely action is taken to resolve guest complaints and ensure that superior guest service is delivered at all times
- Administered employee discipline through verbal and written warnings
- Led employee evaluations with constructive feedback to boost performance Recruited, interviewed and hired qualified staff for open positions
- Created schedules and monitored payroll to remain within budget
- Maximized time and employee productivity, consolidating data, payroll and accounting programs into centralized systems
- Limited financial discrepancies, reviewing and approving billing invoices and expense reports
- Oversaw financial management, budget management, and accounting and payroll activities
- Lead team of 10-30 employees in all operations including sales, service, Bistro team, and office functions
- Implemented standard operating procedures, training programs and office management systems to train workers and streamline workflows
- Programs used: Broadvine, Intelligent Imagine, Citrix Gateway, Paymerang, Workday, Workrecords, Hotel Effectiveness
- Cultivated strong relationships with clients, vendors, and partners to ensure long-term success and loyalty.
- Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organizational growth.
General Manager
Fairfield Inn & Suites By Marriott Denver-North Westminster
09.2022 - 01.2023
- Key Result Areas (guest service, employees, sales/marketing, property appearance, and profit/financial control
- Consistently deliver results that contribute to the mission and overall success of the hotel by accomplishing performance objectives focused on business revenues and guest and associate satisfaction
- Oversee the guest service function to ensure corrective and timely action is taken to resolve guest complaints and ensure that superior guest service is delivered at all times
- Administered employee discipline through verbal and written warnings
- Led employee evaluations with constructive feedback to boost performance Recruited, interviewed and hired qualified staff for open positions
- Created schedules and monitored payroll to remain within budget
- Maximized time and employee productivity, consolidating data, payroll and accounting programs into centralized systems
- Limited financial discrepancies, reviewing and approving billing invoices and expense reports
- Oversaw financial management, budget management, and accounting and payroll activities
- Lead team of 10-30 employees in all operations including sales, service, Bistro team, and office functions
- Implemented standard operating procedures, training programs and office management systems to train workers streamline workflows
- Programs used: Profitsage, Sage AP Beanworks, Quore, Toast Payroll, Canary
General Manager
COURTYARD BY MARRIOTT
10.2019 - 09.2022
- Direct and manage property operations to assure optimum performance and continual improvement in the five Key Result Areas (guest service, employees, sales/marketing, property appearance, and profit/financial control
- Consistently deliver results that contribute to the mission and overall success of the hotel by accomplishing performance objectives focused on business revenues and guest and associate satisfaction
- Oversee the guest service function to ensure corrective and timely action is taken to resolve guest complaints and ensure that superior guest service is delivered at all times
- Administered employee discipline through verbal and written warnings
- Led employee evaluations with constructive feedback to boost performance Recruited, interviewed and hired qualified staff for open positions
- Created schedules and monitored payroll to remain within budget
- Maximized time and employee productivity, consolidating data, payroll and accounting programs into centralized systems
- Limited financial discrepancies, reviewing and approving billing invoices and expense reports
- Oversaw financial management, budget management, and accounting and payroll activities
- Lead team of 10-30 employees in all operations including sales, service, Bistro team, and office functions
- Implemented standard operating procedures, training programs and office management systems to train workers and streamline workflows.
Area Director of Sales
COURTYARD- TOWNEPLACE- FAIRFIELD BY MARRIOTT
09.2017 - 10.2019
- Spearheaded venue operations, controlled budget cost, catering sales, banquet event services, and strategic planning
- Implemented marketing strategies and concepts that resulted in 15% revenue growth in one year for catering sales
- Penetrated new markets by investigating competitor products, services and trends
- Exceeded sales targets through effective marketing and negotiation strategies
- Measured key performance indicators, tracking weekly and quarterly volume and revenue figures to meet targets
- Conducted onboarding process for newly assigned accounts, communicating customer needs and expectations to front desk teams
- Implemented creative sales and marketing strategies to capture new business
- Identified prospects to foster growth for new business partnerships to build pipelines
- Established productive and professional relationships with key personnel in assigned customer accounts.
General Manager
HAMPTON INN BY HILTON
02.2016 - 08.2017
- Directed all day-to-day operations of hotel facility to provide safe and enjoyable guest experience
- Handled guest complaints and offered complimentary services for hardship cases
- Managed team of front desk agents, supervising personnel in issue resolution
- Oversaw recruiting, interviews and new employee hiring
- Responded to and resolved guest issues or complaints
- Provided end-of-month audits of resort to upper management as required
- Handled delegated tasks
- Defined strategies and created plan to achieve ambitious operational objectives
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services
- Handled and created yearly budget for hotel
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
General Manager
SPRINGHILL SUITES BY MARRIOTT
01.2010 - 01.2016
- Collaborated with staff to maximize customer satisfaction, streamline procedures and improve bottom-line profitability
- Motivated and evaluated personnel for performance improvement and goal achievement
- Provided end-of-month audits of resort to upper management as required
- Assisted guests at check-in, providing information on various services within hotel
- Booked large groups of people for weddings, seminars, conferences and other events and offered best available room rates
- Managed team of front desk agents, supervising personnel in issue resolution
- Oversaw recruiting, interviews and new employee hiring
- Responded to and resolved guest issues or complaints
- Worked with housekeeping and maintenance staff to address and resolve building and room issues
- Cultivated professional relationships with guests, improving customer retention through coordinated service
- Guided employees on understanding and meeting changing customer needs and expectations.
Education
HIGH SCHOOL DIPLOMA -
Reagan County High School
Big Lake, TX05.1993
Skills
- Budgeting and cost control strategies
- Calm under pressure
- Profit and loss accountability
- Operations Management
- Team Player
- Efficient multi-tasker
Certification
- Connect U- Hospitality Leadership Excellence Courtyard & Springhill Suites
- Connect U- Operational Excellence
- Access Edge Certified in Courtyard, Springhill Suites, Fairfield Inn & Suites and Towneplace Inn & Suites
- Access Edge Certified Coach
- All General Manager course required by Hilton
Timeline
General Manager
Springhill Suites by Marriott Westminster Denver-North Westminster
01.2023 - Current
General Manager
Fairfield Inn & Suites By Marriott Denver-North Westminster
09.2022 - 01.2023
General Manager
COURTYARD BY MARRIOTT
10.2019 - 09.2022
Area Director of Sales
COURTYARD- TOWNEPLACE- FAIRFIELD BY MARRIOTT
09.2017 - 10.2019
General Manager
HAMPTON INN BY HILTON
02.2016 - 08.2017
General Manager
SPRINGHILL SUITES BY MARRIOTT
01.2010 - 01.2016
HIGH SCHOOL DIPLOMA -
Reagan County High School
- Connect U- Hospitality Leadership Excellence Courtyard & Springhill Suites
- Connect U- Operational Excellence
- Access Edge Certified in Courtyard, Springhill Suites, Fairfield Inn & Suites and Towneplace Inn & Suites
- Access Edge Certified Coach
- All General Manager course required by Hilton
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