EDGAR LAGOS
Hasbrouck Heights
Summary
A knowledgeable and resourceful Assistant Hotel General Manager with 20+ years of experience delivering results that contribute to the overall success of the hotel by achieving top rated business revenues, guest experience and employee satisfaction.
Overview
32
32
years of professional experience
Work History
Assistant General Manager
Crowne Plaza Englewood
12.2023 - Current
- Handled cash accurately and prepared deposits.
- Motivated, trained, and disciplined employees to maximize performance.
- Collaborated with the General Manager on marketing initiatives to increase brand awareness and drive sales growth.
- Increased customer satisfaction by addressing and resolving concerns in a timely manner.
- Resolved problems promptly to elevate customer approval.
- Oversaw inventory management processes to maintain proper stock levels and minimize spoilage or waste.
- Managed financial aspects of the business, including budgeting, forecasting, and cost control for optimal profitability.
- Developed and implemented new operational procedures, streamlining daily tasks and improving overall efficiency.
- Mentored staff members, fostering a supportive work environment that enhanced employee performance and retention.
- Ensured compliance with all health department regulations by implementing strict sanitation guidelines throughout the establishment.
- Monitored facility maintenance needs, coordinating repairs and upgrades as necessary to keep operations running smoothly.
- Analyzed customer feedback data to identify areas of improvement and develop solutions.
- Managed team schedule with eye for coverage needs and individual strengths.
- Optimized scheduling practices to ensure appropriate coverage during peak hours while minimizing labor costs.
- Enhanced communication among team members through regular meetings, promoting an open dialogue about challenges and opportunities for improvement.
- Developed and executed strategies to improve guest experience, resulting in positive customer reviews and increased repeat business.
- Improved employee morale through recognition programs that acknowledged individual achievements and team successes.
- Enforced quality assurance protocols to deliver ideal customer experiences.
- Mentored and motivated team members to achieve challenging business goals.
- Developed and implemented policies and procedures to improve customer service and satisfaction.
- Collaborated with other department managers on cross-functional projects, fostering a cooperative atmosphere that drove overall organizational success.
- Managed scheduling and payroll, optimizing labor costs while maintaining staff satisfaction.
- Upgraded technology systems, enhancing overall business efficiency and customer interaction.
Assistant General Manager (AGM)
HOLIDAY INN
11.2009 - 06.2021
- Work directly with the GM to manage day to day business on the property including the employees, maintenance, sales, and profit and losses
- Motivate and reprimand employees
- Control labor expenses along with other operating expenses and resolve guest concerns in accordance with the company’s handbook
- Coordinate and manage the Hotel’s operations to ensure maximum profitability, guest satisfaction, and to protect the financial aspects of the business
- Oversee HR matters including interviewing, hiring, training, assigning, and scheduling shifts, coaching, and counseling
- Assist and support Accounts Receivables department
- Properly abide by hotel standards in all areas of the hotel as it relates to the appearance, maintenance and cleanliness of the hotel as well as establish and maintain preventative maintenance programs to protect the physical assets of the hotel
- Oversee guest service functions to ensure corrective action is taken to resolve any guest concerns to maintain a superior guest service level
- Assist GM in overseeing and managing hotel renovations
- Perform various other duties and responsibilities as assigned
Director Of Operations
CROWNE PLAZA (previously Radisson)
10.2008 - 11.2009
- Manage all operational aspects of the Front Office, Housekeeping and Food & Beverage Departments
- Review all procedures associated with supply & demand, revenue, inventory, & projecting
- Observe the hotel market for fluctuations and economic conditions
- Manage payroll for over eighty employees
- Prepare weekly schedules for Front Office, Food & Beverage and Housekeeping department
- Manage the day-to-day business operations within the food and beverage department, which consists of restaurant, lounge, kitchen, and banquet operations
- Consistently instituted new concepts for buffet and food presentations to include more usage of seasonal props and themes
- Assisted the Director of Sales in redesigning all menus
- Work closely with the management team on restructuring financials, food cost, labor, and team member relations to effectively balance the annual reports
- Inspect housekeeping and laundry operations
- Manage housekeeping, laundry supplies, and parts
- Control all guestroom allocations, ensuring that reservations are accurately recorded and monitored to ensure optimum occupancy and revenue is achieved
- Manage the performance, attendance, attitudes, appearance and conduct of the front office staff
- Filled the role of 'Manager on Duty' as necessary
- Ensured security in all areas to the extent of my control
- Monitor day to day operations of the Front Office Department and Housekeeping Department
- Manage payroll for over forty employees
- Prepare weekly schedules for Front Office and Housekeeping
- Manage and create monthly to yearly incentive programs to maintain a 12-month rolling score above an 85%
- Develop maximum profits through cost and labor control
- Maintain high standards of services for guests, including maintenance and cleanliness of guest rooms and public areas
- Complete Monthly Quality Self-Assessment (MQSA), including room inspections and preventive maintenance of hotel rooms
- Develop accurate weekly/monthly/annual revenue reports
- Maximize hotel revenue opportunities to achieve hotel RevPAR Index and occupancy goals
- Provide 14-day prediction of guests and availability for the hotel
- Monitor and update inventory and hotel availability
- Develop and maintain a strong relationship with Internet Merchants and property locations
Still-Documentation Production Specialist
UNITED STATES ARMY
08.1993 - 12.2001
- Provide Photography for change of command ceremonies
- Videotape military training operations
- Train other soldiers on common soldier tasks
Front Office Manager
DOUBLE TREE BY HILTON (previously Hilton Newark Gateway)
01.1999 - 01.2001
- Guiding Front Office Supervisors and staff on operational procedures of the front desk to ensure a fast and friendly check-in and/or check-out
- Training new supervisors on payroll system, internet ordering system, and scheduling of staff
- Promoting new procedures to ensure guest satisfaction, such as, zip-in check-ins, Frequent Guest Programs, and express check-outs
- Tracking guest satisfaction scores for all departments to implement new ways of improving customer service
Assistant Housekeeping Manager
HILTON MEADOWLANDS (previously Sheraton)
03.1994 - 01.1999
- Employ daily procedures to ensure rooms are cleaned with detail in a timely manner
- Responsible for room attendant training programs and daily room inspections
- Ordering and conducting inventory checks of supplies
- Conducting all employee reviews
- Monitoring guest comment cards and GSI scores to ensure guest satisfaction
Education
Still-Documentation Production Specialist -
UNITED STATES ARMY
Fort Wadsworth, New York12.2001
Liberal Arts Curriculum -
NEW JERSEY CITY UNIVERSITY
Jersey City, New Jersey01.1994
Skills
- Bilingual: Spanish/English
- Financial management
- Ability to work under pressure and meet deadlines
- Excellent written, communication and social skills
- Proficient in Microsoft Office: Word, Excel, PowerPoint, Outlook
- PMS: Concerto, Opera, Windows 10
Timeline
Assistant General Manager
Crowne Plaza Englewood
12.2023 - Current
Assistant General Manager (AGM)
HOLIDAY INN
11.2009 - 06.2021
Director Of Operations
CROWNE PLAZA (previously Radisson)
10.2008 - 11.2009
Front Office Manager
DOUBLE TREE BY HILTON (previously Hilton Newark Gateway)
01.1999 - 01.2001
Assistant Housekeeping Manager
HILTON MEADOWLANDS (previously Sheraton)
03.1994 - 01.1999
Still-Documentation Production Specialist
UNITED STATES ARMY
08.1993 - 12.2001
Liberal Arts Curriculum -
NEW JERSEY CITY UNIVERSITY
Still-Documentation Production Specialist -
UNITED STATES ARMY
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