Hi, I’m
Gabrielle Garcia-Williams
Hotelier
Los Angeles,CA
Summary
Career Summary-Skills-Education Experienced manager with a background in successfully overseeing all aspects of hotel operations. Track record includes maintaining high employee morale, improving guest satisfaction scores, combining quality control and process improvement which drives departments to excel. - Proficient in MS Office, OnQ, Opera, Excel, Outlook, RoomMaster 2000, POS Symphony, POS HIS, Lightspeed, Galaxy, HotSOS -Hilton Certified Trainer, CPR Certified, Tips Certified, Avendra Ordering, Silverware POS - Associate of the Month, Manager of the Quarter, Task Force Coastline Community College- Associates Business Loyola Marymount-Management Courses, West Los Angeles College-Bartending Course. Driven leader with strong problem-solving and customer service skills. Dedicated to providing highest level of service to customers and creating pleasant work environment for staff. Knowledgeable in food safety and sanitation protocols.
Overview
16
years of professional experience
Work History
Hyatt Regency Long
Executive Housekeeping Manager
03.2019 - Current
Job overview
- Managing team of 105, 2 Assistant Managers, In-house laundry facility, In-house overnight cleaning team
- 537 room hotel that is connected to Long Beach Convention Center
- Increased COIL scores by 15 points bringing score to 98% (Internal Hyatt inspection) -Development of SOP, and training of all departments to increase guest satisfaction scores
- Ensure all union agreements are being properly followed
- Develop new incentive programs for staff to ensure Guest Room scores continue to improve
- Implementation quarterly meetings, Managers Adopt a Floor Program to improve scores and interdepartmental communications and increase room inspections for guest arrivals
- Budget management, labor, supplies and inventories
- Facilitate property walks with all Operations Departments to ensure proper maintenance and cleanliness is upheld.
- Maintain excellent relationship with cleaning staff while merging lines of communication with front desk employees to achieve timely execution of cleaning duties.
- Inspect facility cleaning and maintenance to prevent mistakes and maintain quality service.
- Developed and implement staff recognition programs to motivate and reward employees.
- Drive continuous commitment to product quality and safety, reducing downtime and overtime with effective budgeting and assignation of talents as well as resources.
- Conduct regular audits of public spaces and staff work areas to maximize quality control.
- Recommend or arranged for painting, repair work, renovations and replacement of furnishings and equipment.
- Coordinate with outside vendors to provide supplies and equipment for staff.
- Maintain required records of work hours, budgets and payrolls.
- Evaluate employee performance and recommended promotions, transfers and dismissals.
- Developed and maintained comprehensive inventory system to track equipment and supplies.
- Prepare and submitted reports to demonstrate staff productivity and areas of improvement.
- Monitor priorities and liaised between maintenance team and management, delegating tasks to complete on time.
- Collaborate with management to develop long-term strategies for housekeeping and laundry departments
Hyatt Hotels
Hyatt Task Force
03.2020 - 04.2021
Job overview
- Task Force: Assist properties that are open with procedures and best practices for Covid-19 Lake Tahoe Hyatt Regency, Miraval Hotel Resort and Spa
- Self-motivated, with a strong sense of personal responsibility.
- Proven ability to learn quickly and adapt to new situations.
- Worked well in a team setting, providing support and guidance.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Demonstrated respect, friendliness and willingness to help wherever needed
- Used critical thinking to break down problems, evaluate solutions and make decisions
Hotel Californian Task Force
Beverage Management and Executive Housekeeping Manager
11.2020 - 12.2020
Job overview
- Mentor incoming Executive Housekeeping Manager, Manage, , 2 Restaurants Goat Tree & Black Bird, In-Room Dining.
- Maintained excellent relationship with cleaning staff while merging lines of communication with front desk employees to achieve timely execution of cleaning duties.
- Inspected facility cleaning and maintenance to prevent mistakes and maintain quality service.
- Motivated cleaning staff with several weekly incentives for maintaining high standards of safety regulations and completing duties quickly.
- Streamlined weekly cleaning schedule for 20 employees.
- Consistently responded to cleaning emergencies on behalf of guests with speed, ease and confidentiality.
- Addressed customer feedback and complaints to maximize satisfaction.
Hyatt Regency Los Angeles International Airport, Prism Hotels
Executive Housekeeping Manager
11.2017 - 03.2019
Job overview
- Manage team of 159, 2 Assistant Managers, 24-hour housekeeping operation at highest occupancy hotel at LAX
- 580 room hotel that sells 625 rooms per day, Manage day use rooms and Airline Crew
- Manage day to day operation of Housekeeping Department
- Keeping Linen inventories, Supplies and Labor in line with budget and forecast of hotel occupancy
- Development of SOP, and training of all departments to increase guest satisfaction scores
- Ensure all union agreements are being properly followed
- Develop new incentive programs for staff to ensure Guest Room scores continue to improve
- Organize monthly departmental meetings
- Cross training of Front Office leadership team to promote employee growth.
- Drove continuous commitment to product quality and safety, reducing downtime and overtime with effective budgeting and assignation of talents as well as resources.
- Recommended or arranged for painting, repair work, renovations and replacement of furnishings and equipment.
- Coordinated with outside vendors to provide supplies and equipment for staff.
- Developed and maintained comprehensive inventory system to track equipment and supplies.
- Monitored priorities and liaised between maintenance team and management, delegating tasks to complete on time.
- Scheduled and prioritized tasks to staff, overseeing work completion.
- Implemented daily, weekly and monthly cleaning routines for staff to follow.
Westin Long Beach, InterState Hotels
Director of Outlets
08.2015 - 11.2017
Job overview
- (Union Property) -Manage team of 53, 3 Assistant Managers at 580 Room Hotel
- Manage Unity LA Restaurant, 24-hour Market Place, Lobby Bar and In-Room Dining
- Development of SOP, and training of all departments to increase guest satisfaction scores
- Prep team for VIP arrivals, including site inspections and amenity deliveries and presentation
- Monitor sanitation; expedite food to ensure food times and proper items are presented to guests
- Menu development with Chef's and Marketing Director to insure maximizing guest reach.
- Provided food service training and professional development opportunities for employees.
- Managed inventory and labor costs throughout department with proper sales projection planning.
- Maintained kitchen cleanliness and sanitation through correct procedures and scheduled cleaning of surfaces and equipment.
- Oversaw food preparation and monitored safety protocols.
- Verified prepared food met standards for quality and quantity before serving to customers.
- Reduced health risks and safety hazards by preparing beverage products consistently while creating cleaning schedules, restocking items and sanitizing equipment to adhere to health department standards.
- Purchased food and cultivated strong vendor relationships.
- Analyzed sales data to identify trends and adjust purchasing decisions accordingly.
Sheraton Universal, Shen Zhen New World Hospitality
Front Office Manager
09.2014 - 08.2015
Job overview
- Manage team of 34 at 457-Room Hotel -2 Assistant Front Desk Managers, 1 Rooms Controller, 12 Front Desk Agents, 8 PBX Agents, 4 Concierges
- GEI Management of guest survey, Increase guest satisfaction and service level, Scheduling, Staff punch time editing, -Reply to -CSF & Ambassador requests (Sheraton corporate guest intervention/loyalty program requests) -Coordinated with Housekeeping, Engineering to ensure rooms were properly prepared for guest arrivals
- Direct contact for guest satisfaction and recovery
- Insured teams were informed on all group arrivals and in-house events
- Trained new staff on correct procedures, compliance requirements, and performance strategies.
- Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
- Responded to telephone, email and in-person inquiries regarding reservations, hotel information and guest concerns.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Oversaw front desk operations with eye for hotel reputation, staff productivity, and operational efficiency.
- Kept accounts in balance and ran daily reports to verify totals.
- Resolved guest complaints by addressing issues with rooms promptly.
- Prepared weekly employee work schedules to meet operational needs.
- Contacted housekeeping staff and maintenance department to resolve issues with guest rooms.
- Followed company security and check-in policies and procedures and reported suspicious activity to supervisor.
- Resolved guest issues with rooms or reservations with knowledgeable and friendly service.
Farmer's Daughter Hotel
Front Office Manager
02.2014 - 09.2014
Job overview
- Manage team of 8 at a 66-room boutique property, with a high ADR and occupancy -Creating all SOP's for Front Desk Team -Group Sales, Weddings, Corporate Groups, Corporate Rate Set-Up -Commission payments, General Cashier, Bank Deposits, Boutique Retail Shop Inventory Control and Sales -Complete inspections/punch all renovated rooms before being released from construction to design
- Rebranding of all guest collateral, keys, DND sign, guest in-room information, and staff uniforms
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
- Reconciled end-of-day reports to determine accurate billing and payment processing.
- Coached employees through day-to-day work and complex problems.
- Developed procedures to establish accurate and organized check-in and check-out processes.
- Monitored customer service trends and provided insights to management team for further improvement.
- Analyzed data related to administrative costs and spending trends to prepare budgets for personnel.
- Established team priorities, maintained schedules and monitored performance.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Launched quality assurance practices for each phase of development
DoubleTree by Hilton Los Angeles Westside
Assistant Front Office Manager/Acting Front Office Manager
10.2010 - 02.2014
Job overview
- Conversion, Renovation) - Manage team of 25 at 368-room property - 3 Front Office Supervisors, 4 PBX Agents, 10 Front Desk Agents, 8 Shuttle Drivers, Valet Parking Team -Gift Shop Inventory Control and Sales, SALT Management, Wage Progress, Budget Control, Employee Satisfaction
- Served as floating manager-on-duty, MOD, to cover shift shortage.
- Supervised payroll corrections for accuracy and duplications.
- Trained new-hires on all Front Desk procedures to better service customers.
- Created training modules in partnership with HR for new hires.
- Encouraged and mentored employees to boost performance and remove process inefficiencies.
- Delivered performance reviews, recommending additional training or advancements.
InterContinental Hotel Los Angeles, IHG
Assistant Front Office Manager
04.2007 - 05.2010
Job overview
- Managed team of 40+ at 365-room property- 10 Front Desk Agents, 6 PBX Agents, 6 Concierges, 10 Bellmen, 2 Drivers, Valet Drivers
- Served as floating manager-on-duty, MOD, to cover shift shortage
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities
- Implemented monthly Upsell incentive program, boosting monthly sells by 40%
- Hotel wide champion for IHG guest loyalty program
- InterContinental Hotel Barclay New York (IHG) Task Force / Conference Services Manager- Managed room block, and Meeting Spaces for United Nation General Assembly, 2008- Managed room block, and Meeting Spaces for US Open, 2009- 13,900 Meeting room Space, 686 room property
Education
Coastline Community CollegeFountain Valley, CA
Associate of Arts from Business Management
03.2005
Saint MonicaSanta Monica, CA
1990
Skills
- Facilities Planning
- Service Delivery Management
- Investigating Complaints
- Customer Satisfaction
- Creative Solutions
- COVID-19 Safety Procedures
- Team Guidance and Motivation
- Personnel Recruitment
- Policy Enforcement
- Quality Assurance
- Laundry Oversight
- Housekeeping Management
- Supply Replenishment
- Time Management Expertise
Timeline
Beverage Management and Executive Housekeeping Manager
Hotel Californian Task Force
11.2020 - 12.2020
Hyatt Task Force
Hyatt Hotels
03.2020 - 04.2021
Executive Housekeeping Manager
Hyatt Regency Long
03.2019 - Current
Executive Housekeeping Manager
Hyatt Regency Los Angeles International Airport, Prism Hotels
11.2017 - 03.2019
Director of Outlets
Westin Long Beach, InterState Hotels
08.2015 - 11.2017
Front Office Manager
Sheraton Universal, Shen Zhen New World Hospitality
09.2014 - 08.2015
Front Office Manager
Farmer's Daughter Hotel
02.2014 - 09.2014
Assistant Front Office Manager/Acting Front Office Manager
DoubleTree by Hilton Los Angeles Westside
10.2010 - 02.2014
Assistant Front Office Manager
InterContinental Hotel Los Angeles, IHG
04.2007 - 05.2010
Coastline Community College
Associate of Arts from Business Management
Saint Monica
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