Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Timeline
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Erick Vega

Orlando,FL

Summary

Dedicated Hotel Director with over 20 years of managing expertise. Instrumental in developing and executing methods resulting in a more positive guest experience and cultivating an environment of impeccable service standards. Utilizing skills, knowledge, and experience to achieve optimal workflow leading to sizeable increases in service scores, sales, and company profits.

Overview

8
8
years of professional experience

Work History

Resident Manager

Gaylord Palms Resort and Convention Center
Kissimmee, FL
01.2022 - Current
  • Appointed the Rooms Business Council Leader for the Central Florida market
  • Increased Front Office and Group Housing upsell revenues to a combine total of $3M
  • Critical contributor in receiving outstanding Room Cleanliness, Elite Recognition and Staff Service scores, which propelled the hotel to #1 in ITR among the Gaylord brand hotels and top ten in the Convention Resort Network hotels
  • Continue to significantly increase all key drivers in guestVoice, resulting in position growth and highest results in Gaylord Palms history for 2023
  • Accountable for Engagement score improvement within the Rooms discipline, including Recreation (95), Front Office (88), Housekeeping (95), and Group Housing (98), Spa 96 and Sandbar (94) resulting in a positive impact to total hotel ES success
  • Cultivate valuable relationships with clients and staff through effective communication and exceptional customer service
  • Effectively led high preforming teams and foster employee commitment to provide extraordinary service.

Director of Room Operations

Gaylord Palms Resort and Convention Center
Kissimmee, FL
01.2018 - 01.2022
  • Achieved a two-point increase in cleanliness scores by successfully implementing room inspection software
  • Appointed the Rooms Business Council Leader for the Central Florida market
  • Gained immense ground YOY by increasing Front Office upsell revenue to $900,000 and Group Housing upsells to $1.3M
  • Critical contributor in receiving outstanding Room Cleanliness, Check-in and Elite recognition scores which propelled the hotel to a #2 among the Gaylord brand hotels and Top 10 in Convention Resort Network hotels
  • Continue to dramatically increase all key drivers in Guest-Voice, resulting in position growth
  • Accountable for ES score improvement in all rooms area, including Recreation (80), Front Office (90), HSKP (93) and Group Housing (100)
  • Cultivate valuable relationships with clients and personnel through effective communication and exceptional customer service
  • Effectively manage high preforming teams and foster employee commitment to provide exemplary.

Director of Operations

Marriott Village Orlando
Orlando, FL
01.2016 - 01.2018
  • Established project management processes and methodologies to successfully raise three hotels out of the red zone and into the clear zone in Guest Satisfaction Scores
  • Increased Food & Beverage sales by 11.5% YOY in 2016
  • Led the re-conceptualization of a quick service restaurant, introducing new menu items, optimizing operational efficiency, and enhancing customer experience, which collectively drove annual sales to $1.5 million
  • Rolled out a fresh bites/IRD concept, expanding our F&B offering throughout the complex which enhanced our F&B service scores by 5 points YOY
  • Restructured multiple operational facets resulting in increased positive service scores
  • Generated over $100,000 in miscellaneous revenue by year end and drove ADR by implementing a successful upsell program
  • Devised strategic solutions to streamline the sold rooms process in the Housekeeping Department resulting in a 50k savings in 2016
  • Key contributor to the property improvement plan and ownership change
  • Improved all key drivers in guestVoice in 2016 and 2017.

Director of Room Operations

Renaissance Orlando at SeaWorld
Orlando, FL

Director of Services

Renaissance Orlando at SeaWorld
Orlando, FL

Front Office Manager

Renaissance Orlando at SeaWorld
Orlando, FL

Front Office Manager

Miami Airport Marriott Campus
Miami, FL

Event Manager

Miami Airport Marriott Campus
Miami, FL

Assistant General Manager

Fairfield Inn Miami Airport South

Education

Bachelor of Marketing in Business Administration -

Inter - American University of Puerto Rico

Skills

  • Leadership
  • Influence
  • Execution
  • Superior customer service
  • Revenue generation
  • Retention growth
  • Employee relations
  • Business development
  • Strategy and execution
  • Relationship cultivation
  • Target attainment
  • Service delivery excellence
  • Partnership engagement
  • Project management
  • Contract negotiation
  • Budget management
  • Process improvements
  • Strategic planning

Accomplishments

  • 2022 Continent Hotel of the Year - Gaylord Palms Resort and Convention Center
  • 2019 Continent Hotel of the Year - Gaylord Palms Resort and Convention Center
  • 2008 Golden Circle - Bronze Award - Miami Airport Marriott Complex
  • 2007 Golden Circle - Bronze Award - Miami Airport Marriott Complex

Languages

English
Professional
Spanish
Professional

Timeline

Resident Manager

Gaylord Palms Resort and Convention Center
01.2022 - Current

Director of Room Operations

Gaylord Palms Resort and Convention Center
01.2018 - 01.2022

Director of Operations

Marriott Village Orlando
01.2016 - 01.2018

Director of Room Operations

Renaissance Orlando at SeaWorld

Director of Services

Renaissance Orlando at SeaWorld

Front Office Manager

Renaissance Orlando at SeaWorld

Front Office Manager

Miami Airport Marriott Campus

Event Manager

Miami Airport Marriott Campus

Assistant General Manager

Fairfield Inn Miami Airport South

Bachelor of Marketing in Business Administration -

Inter - American University of Puerto Rico

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Erick Vega