Enersula Fabian
Antioch,USA
Summary
Solutions-oriented operations and customer service leader with over 15 years of experience in hospitality, property management, and event management industries. Demonstrated expertise in enhancing guest satisfaction by implementing operational improvements and building high-performing teams. A collaborative leader in fluent English and Spanish, highly skilled at incorporating feedback into revised strategy plans to drive continuous improvement, optimize service delivery, and achieve business growth. Seeking to leverage my expertise to contribute to the operational excellence at a forward-thinking organization.
Resourceful professional in hospitality management known for high productivity and efficient task completion. Skilled in operations management, customer service excellence, and staff training. Excel at communication, leadership, and problem-solving to enhance guest satisfaction and operational success.
Overview
23
23
years of professional experience
Work History
Operations/Guest Services Manager
Grand Welcome Property/Vacation Rental Management
, USA
08.2021 - Current
- Manage core operational systems and processes to ensure efficient workflow and long-term profitability
- Oversee guest Services, reservations, online travel agency platforms, communication with owners, guests, and the operations team
- Assist in the bid process and communicate with vendors to ensure timeframes for bids are met
- Responsible for contract process from inception to execution
- Acknowledge work orders timely, as established by policy
- Provide owners and guests with exceptional customer service
- Coordinate preventative maintenance tasks with vendors and property manages to ensure timely completion, using a proactive approach
- Log, track and follow up to ensure all vendor insurance compliance requirements are followed
- Ensure timely receipt of and code invoices per budget in Sage accounts payable system and work with accounting and property manager to resolve any issues or discrepancies
- Working alongside property manager to develop and implement new initiatives
- Actively collaborate with others on the property management team to ensure that processes and procedures are completed
- Manage ID Plans to ensure maximum customer service levels and any established metrics are achieved
- Assist with the budget process
- Work alongside the VP of Operations to ensure that new acquisition checklists are completed
- Successfully reduced the number of situations for offering guest compensation by maintaining the home in top condition
- Contributed to the development, planning, and transitioning to a new property management system (PMS) for more efficient guest and owner service operations
- Drove exceptional guest service excellence that directly contributed to the improved ability to retain property owners working with the company, supporting business continuity and growth
Task Force Manager-Operations
Marriott International
San Ramon, USA
04.2001 - 01.2024
- Led and mentored customer service, Online travel agency and front desk teams
- Managed inventory procurement for front desk, housekeeping and banquets, controlling costs within budget
- Implemented Marriott’s service strategies to improve guest satisfaction and resolve complaints to maintain the group’s reputation
- Responsible for front desk, banquets and housekeeping functions
- Ensured the efficient execution of training, scheduling, payroll management
- Ensured meeting and event spaces met client requirements
- Planned and executed various corporate and social banquet events, collaborating with clients to customize experiences
- Significantly improved the quality of customer service, moving the group’s ranking from 100th place to third in one year
- Successfully passed three consecutive internal audits, scoring 98% compliance with Marriott’s standards, demonstrating meticulous attention to detail and commitment to quality
General Manager
LA Quinta Inn and Suites
Berkeley, USA
06.2007 - 04.2015
- Oversaw operations for Front Desk, Customer Service, Housekeeping, Maintenance, and Food and Beverage of a 113-room hotel
- Approved hotel department budgets, defined and directed changes, as required
- Facilitated the preparation of hotel budgets and forecasts for corporate submission and approvals
- Reviewed forecasts and balanced scorecard
- Maximized profitability, increased service levels and improved team member satisfaction
- Ensured hotel implementation and compliance of corporate policies and procedures as well as brand standards
- Oversaw the sales and marketing activity and results
- Led and participated in sales and marketing strategy meetings
- Secured new business opportunities as needed
- Recruited, hired, supervised, trained, coached, disciplined and conducted performance evaluations for department heads and all department personnel in accordance with the organization’s policies, procedures and applicable laws
- Fostered a success-oriented, accountable environment, as well as developed the skills and abilities of direct reports within the hotel
- Communicated with hotel ownership regarding results and aligning strategic plans for development of their hotel
- Managed the remodeling of the hotel on time and within budget being able to reduce cost by 10%
Director of Events
San Ramon Conference Center (PG&E Training Center)
San Ramon, USA
03.2004 - 06.2007
- Provided detailed planning oversight, management, and production of events and expositions
- Managed logistics, expenses, and all production for assigned events, including pre-meeting planning, budgeting, on-site management, and post-event reporting
- Responsible for room set-ups, audio/visual arrangements, registration, telecommunications, food, and beverage selection, BEO/MEO review, conference signage, exposition production, sponsorship fulfillment and shipping
- Managed pre-, on-site, and post-event oversight of A/V vendors, telecommunication vendors, special events vendors, security firms, exposition/decorator service contractors, temporary staff agencies and conference speakers
- Employed sustainability practices through the planning process suggesting and executing practices to reduce event carbon footprint
- Prepared, developed, and managed budgets for meetings and assisted with providing historical data and recommendations
- Managed housing for staff, VIPs and conference attendees
- Employed and leveraged current and emerging meetings- and event-related technologies
- Benchmarked and implemented industry best practices in meetings and events organization, management, and logistics
- Served as main POC between hotel/convention center representatives and all ETC departments at the conference sites
- Collaborated with Conference Program Specialist on speaker and conference chairs correspondence
- Collaborated with marketing, customer service and trade show sales teams
- Actively participated and led regularly scheduled meetings between all Conference employees
- Assisted in editing and proofreading conference brochures and other materials
- Reduced labor and food costs by 18%
Education
Certificate in Human Resources -
Pryor Learning
PMP Certificate -
Property Management Academy
Bachelors in Business -
San Francisco State University
Associates in Hospitality and Restaurant Management -
Diablo Valley College
Skills
- Budget management
- Human Resources (Union experience)
- Revenue management
- Property Management
- System (PMS) Opera
- System (PMS) Track
- System (PMS) Guesty
- System (PMS) Sales Force
- System (PMS) Breezeway
- System (PMS) Hubspot
- System (PMS) Aloware
- System (PMS) SaaS
- System (PMS) Sage
- System (PMS) Appfolio
- Airbnb experience
- Expedia experience
- VRBO experience
- Microsoft Office Suite
- Fresh desk experience
- Zendesk experience
- Forecasting (P&Ls)
- Payroll Processing (ADP Workday)
- Payroll Processing (Paylocity)
- Event and travel Planner
- Onboarding Specialist
- Permit Specialist
- Team Leadership
- Bilingual (English/Spanish)
- Certified Customer Service Trainer
- ServSafe- Food Handlers Certified
- Tips Certified
- Poised under pressure
- Staff training & coaching
- Recruiting & hiring talent
- Quality assurance
- Solid written & verbal communicator
- Performance Improvement
- Complaint resolution
- Budgeting and financial management
- Guest engagement strategies
- Team training and management
- Customer Relationship Management
- Strong leadership
- Staff Training and Development
- Improving processes
- Customer Satisfaction
- Implementing policies
- Schedule setting
- Property management software understanding
- Strategic Planning
- Resolving disputes
- Administrative Oversight
- Decision-making capabilities
- Making reservations
- Personnel Management
- Front Desk Management
- Database Management
- Optimizing team performance
- Guest Relations
- Customer service abilities
- Multicultural appreciation
- Budget Administration
- Generating Reports
- Data Analysis
Hobbies and Interests
- Travel and Cultural Exploration
- Hospitality Industry Networking Events
- Sustainability Initiatives
- Passion for Maintaining Pristine Environments
- Culinary Enthusiast
- Volunteer Work in Community Events
- Family Event Planning
Timeline
Operations/Guest Services Manager
Grand Welcome Property/Vacation Rental Management
08.2021 - Current
General Manager
LA Quinta Inn and Suites
06.2007 - 04.2015
Director of Events
San Ramon Conference Center (PG&E Training Center)
03.2004 - 06.2007
Task Force Manager-Operations
Marriott International
04.2001 - 01.2024
Certificate in Human Resources -
Pryor Learning
PMP Certificate -
Property Management Academy
Bachelors in Business -
San Francisco State University
Associates in Hospitality and Restaurant Management -
Diablo Valley College