Emma Carino
San Diego,California
Summary
Hospitality professional with over twenty years of leadership in hotel operations and customer service. Proven track record in enhancing guest satisfaction and driving associate engagement. Expertise in operational management and financial oversight, leading to improved productivity and efficiency. Strong communication and problem-solving skills ensure seamless operations and exceptional guest experiences.
Overview
21
21
years of professional experience
Work History
Director of Rooms
InterContinental San Diego – an IHG Hotel
San Diego, CA
07.2024 - Current
- Lead the Rooms Division, overseeing Front Office and Housekeeping operations.
- Champion IHG brand standards, drive guest satisfaction, and exceed performance metrics.
- Monitor departmental revenue and performance against budget.
- Analyze financial reports to identify operational efficiency and budget alignment.
- Coach teams to optimize occupancy, ADR, labor, and controllable expenses.
Assistant General Manager
Kimpton Alma San Diego – an IHG Hotel
San Diego, CA
06.2022 - 07.2024
- Supported the General Manager in daily hotel operations with a primary focus on Rooms.
- Supervised Front Office, Valet, and Housekeeping departments.
- Ensured implementation of brand standards and unique guest programming.
- Reviewed and responded to internal and external guest feedback.
- Managed labor costs and departmental expenses for the Rooms Division.
Director of Rooms Operations
Crowne Plaza Resort Guam – an IHG Hotel
Tamuning, Guam
01.2018 - 06.2022
- Managed a pre-pandemic team of 100+ staff across Front Office, Housekeeping, Recreation, and Security.
- Led the hotel’s transition from independent management to IHG brand standards.
- Directed Rooms operations during a major multi-million-dollar renovation project.
- Developed SOPs, crisis management plans, and job descriptions for the rebranding launch.
- Built and executed the Rooms Division’s pre-opening budget.
Director of Housekeeping
Pacific Star Resort and Spa
Tamuning, Guam
04.2014 - 01.2018
- Oversaw Housekeeping, Laundry, Recreation, and Spa for a 400+ room resort.
- Recruited, hired, and onboarded team members aligned with company values.
- Trained staff in operational excellence and compliance with company policies.
- Monitored departmental expenses to align with budget goals.
Director of Services
Guam Marriott Resort and Spa
Tamuning, Guam
01.2004 - 03.2014
- Directed Housekeeping, Laundry, and Recreation departments to achieve service excellence.
- Trained and mentored team members on Marriott brand standards and best practices.
- Consistently exceeded service quality metrics by improving workflow and productivity.
- Partnered with Front Office to ensure prompt and effective guest service.
- Conducted performance evaluations and created development plans.
- Maintained strict control of inventory and expenses to meet budgetary targets.
Education
IHG Journey to GM Program - Hospitality Management
IHG University
Remote08-2024
Bachelor of Science - Education
Holy Angel University
Pampanga, Philippines05.1993
Skills
- Leadership and Execution
- Decision Making
- Organization and Delegation
- Pre-opening
- Talent Development
- Financial Management
Timeline
Director of Rooms
InterContinental San Diego – an IHG Hotel
07.2024 - Current
Assistant General Manager
Kimpton Alma San Diego – an IHG Hotel
06.2022 - 07.2024
Director of Rooms Operations
Crowne Plaza Resort Guam – an IHG Hotel
01.2018 - 06.2022
Director of Housekeeping
Pacific Star Resort and Spa
04.2014 - 01.2018
Director of Services
Guam Marriott Resort and Spa
01.2004 - 03.2014
IHG Journey to GM Program - Hospitality Management
IHG University
Bachelor of Science - Education
Holy Angel University
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