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CHRISTELLE TROPINA
Hospitality Professional
Miami Beach,FL
Summary
Intuitive guest-oriented hotel manager offering more than 13 years of experience in hospitality and tourism industries. Self-starter providing valuable service to guests and tourists. Successful management background at reputable hotels and history of creating a culture of excellence that leads to guest satisfaction and profitability.
Overview
13
13
years of professional experience
3
3
Languages
11
11
years of post-secondary education
Work History
HOTEL GENERAL MANAGER
Secret Garden
Miami Beach
08.2021 - Current
- Quickly developed new sales and marketing processes and incorporated new business strategies to rapidly turn loss-making Secret Garden Hotel into a profitable establishment
- Provided leadership, strategic planning, and administration in all aspects of hotel operations
- Decreased the number of chargebacks by 99% within the 1st month by implementing new financial procedures
- Brought up hotel to new standards by recruiting and training a high performing team that led to increased market shares
- Increased total room revenue by 500% within 4 months
- Coordinated duties of Front Desk, Housekeeping and Maintenance teams
- Responsible for all HR Management related processes including payroll, employee recruitment, training, development, setting performance standards and goals, conducting regular meetings, and conflict resolution
NONPROFIT DEVELOPMENT ASSOCIATE
Friends of Miami Animals Foundation
01.2020 - 08.2021
- Having always been motivated by mission and purpose, I decided to bring my 10 years of experience in the corporate world to the nonprofit sector and use my business skills to bolster their sustainability and sell their vision
- Managed and expanded donor base, partnerships and community engagement
- Created segmented donor-related campaigns for direct and email marketing
- Designed electronic collateral including annual report, brochures, presentations, newsletters, and press kits
GENERAL MANAGER
Pistils & Petals
Miami Beach, FL
10.2018 - 01.2020
- Managed all aspects of a high-end floral and event design company with 1.5M annual revenue
- Prepared sales & marketing plans and financial statements for all 3 profit centers
- Increased online sales by 40% through online marketing strategy through the implementation of short- and long-term communications strategies
- Developed an omnichannel strategy to drive forward progress in brand recognition
- Built and strengthened industry partnerships to improve product placements, amplify coverage and maximize effectiveness of marketing strategies.
HOTEL GENERAL MANAGER
Impala Hotel
Miami Beach
02.2012 - 11.2017
- Handled the change of ownership and reopening of the hotel
- Assessed property for immediate operational needs
- Successfully restructured operations team and implemented new day to day operating standards, policies, and training procedures
- Oversaw daily functions and set expectations for housekeeping and front desk (8 team members)
- Increased revenues by 230% the first year through revenue management strategies, outstanding customer service & leadership
- Increased visibility by reaching and maintaining the top 5 of Tripadvisor’s rankings within 4 months (from 180 to 3rd position out of 200 hotels in Miami Beach)
- Introduced new incentive programs and employee appreciation events, leading to increased morale and reduced turnover
- Responsible for all sales & marketing strategies, creation of all collateral & website content
E-COMMERCE COORDINATOR
Sofitel Luxury Hotels
Miami
10.2009 - 10.2012
- Developed and implemented the initial e-marketing strategy for the hotel and the restaurant
- In charge of e-mail campaign strategy and result analysis
- Developed promotional campaigns, prepared materials for publication in target markets and ensured optimal positioning in all web-based and print publications
- Was promoted Social Media Champion for Accor North America (in charge of Social Media for 9 hotels)
- Successfully identified new online business opportunities for the restaurant resulting in increased revenues
- Implemented strategy for online reputation management and handling of all online reviews
- Worked closely with group sales and catering to create and promote new events to improve the hotel’s presence and visibility on the Miami social scene
REVENUE MANAGEMENT TRAINEE
Sofitel Luxury Hotels
Miami
10.2008 - 10.2009
- In charge of the Internet distribution (inventory on OTAs, rate parity control, availability and rate restrictions)
- Assisted RM with rate strategy planning, budgeting and forecasting
- Participated in the development of strategic alliances and agreements between RM and OTAs
- Attended meetings with Revenue Manager and Market Managers
- Collaboration with Sales & Marketing for the creation of new packages and promotions, as well as their implementation
Education
Bachelor of Science - International Hospitality Management E-marketing
2002 - 2007
Associate of Applied Science - Management of Hotel Operations
07.2002 - 12.2007
Skills
Complaint resolution
Guest experiences
Customer service / guest relations expert
Proficiency in hospitality systems
KPI reporting
Data Entry analysis
Technology utilization optimization
Excellent Communication
CRM
Reporting capabilities
Software
Excel advanced user
Microsoft Office Suite
Google Analytics
Additional Information
- EMPLOYEE OF THE YEAR 2010
Sofitel Luxury Hotels, Miami - SOFITEL TALENT, APPRECIATION & RECOGNITION 2011
Sofitel Luxury Hotels, Miami - EDITOR & FOUNDER:
Sofitel Miami Employee Newsletter
Timeline
HOTEL GENERAL MANAGER - Secret Garden
08.2021 - Current
NONPROFIT DEVELOPMENT ASSOCIATE - Friends of Miami Animals Foundation
01.2020 - 08.2021
GENERAL MANAGER - Pistils & Petals
10.2018 - 01.2020
HOTEL GENERAL MANAGER - Impala Hotel
02.2012 - 11.2017
E-COMMERCE COORDINATOR - Sofitel Luxury Hotels
10.2009 - 10.2012
REVENUE MANAGEMENT TRAINEE - Sofitel Luxury Hotels
10.2008 - 10.2009
ECOLE HOTELIERE DE LAUSANNE - Bachelor of Science, International Hospitality Management
E-marketing
2002 - 2007
ECOLE HOTELIERE DE LAUSANNE - Associate of Applied Science, Management of Hotel Operations
07.2002 - 12.2007