Giselle Costas

• Supervises all areas of the Front Office, Valet Parking, Engineering, Housekeeping, Security, and Food and Beverage during the Overnight Shift.
• Empowers employees to provide excellent customer service.
• Observes service behaviors of employees and provides feedback to individuals.
• Understands the impact of the department’s operations on the overall property financial goals and objectives, and manages to achieve or exceed those goals.
• Supervises same-day selling procedures to maximize room revenue and control property occupancy.
• Supervises daily front desk shift operations and ensures compliance with all policies, standards, and procedures.
• Supervises the completion of night audit checklists and the completion of job tasks in a timely manner.
• Ensures all necessary backup/reports are accounted for daily (i.e., occupancy, profit center detail, reports, shift closings, micros z, preliminary trial, folio backup, charge code detail, credit card, room and tax, specially requested reports, and final).
• Ensures the accurate balance and distribution of the daily gross revenue report, balancing revenue to the final house count.
• Ensures accurate posting of banquet checks, restaurant and outlet revenue, valet, and gift shop revenue.
• Ensures the completion and distribution of the daily gross revenue report by 7 a.m.
• Handle all emergencies according to established procedures.
• Responds to and handles guest problems and complaints.
• Takes immediate action on problems that are encountered in the hotel.
• Sets a positive example for guest relations.
• Interacts with customers to obtain feedback on the quality of the product, service levels, and overall satisfaction.
• Ensures employees understand customer service expectations and parameters.
• Improves service by communicating and assisting individuals to understand guests' needs, providing guidance, feedback, and individual coaching when needed.
• Interacts with guests to obtain feedback on product quality and service levels.
• Emphasizes guest satisfaction during all departmental meetings, and focuses on continuous improvement.
• Analyzes information and evaluates results to choose the best solution and solve problems.
• Participates in departmental meetings and continually communicates a clear and consistent message regarding the front desk aims to produce desired results.
• Has full knowledge and understanding of our company’s handbook, SOPs, and processes; adheres to and enforces those in a fair and consistent manner.
• Participates in employee progressive discipline procedures.
• Participates in and conducts weekly Leadership Team meetings, the property MOD program, and weekly staff meetings.
• Solicits employee feedback, utilizes an 'open door' policy, and reviews employee satisfaction results to identify and address employee problems or concerns.
• Brings issues concerning employee satisfaction to the attention of the department manager and Human Resources.
• Assists as needed in the interviewing and hiring of employee team members with the appropriate skills.
• Supports a departmental orientation program for employees to receive the appropriate new-hire training to successfully perform their job.
• Supports the developmental needs of others, and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.
• Promote teamwork and associate morale.
• Work nights, weekends, and holidays as necessary.
• Perform other duties as assigned.
• Guest Service Scores - Ensure goals are met for all guest service-related measurements.
• Financial Reporting: Ensure all daily closing reports are correct.
• Associate Relations - Associate Engagement Survey scores and impact plan (plans and actions implemented and measured).

• Approach all encounters with guests and employees in an attentive, friendly, courteous, and service-oriented manner.
• Interview, hire, onboard, and train new team members.
• Process payroll following company deadlines.
• Comply and ensure adherence to company standards and regulations to encourage safe and efficient hotel operations.
• Comply with certification requirements, as applicable for the position, to include: Food Handlers, Alcohol.
• Awareness, CPR, and First Aid
• Ensure the efficient operation of the hotel in the absence of the General Manager by supervising and supporting the Guest Services, Food & Beverage, Food Production, Engineering, Accounting, Sales, and Housekeeping departments.
• Communicate and/or correct deficiencies in these departments, in conjunction with the supervisor on duty.
• Use competencies from company and brand training materials to develop yourself in all operational departments.
• Work with department heads to gain a good understanding of each position and how it affects the operation of the hotel.
• Assist the General Manager as needed in revenue generation programs.
• Participate in the sales effort by meeting on-site contacts for evening functions, greeting important clients, and participating in sales calls with Sales Team members.
• Assist the General Manager in the development of managerial and hourly employees through the implementation of Corporate-approved training programs.
• Participate in, at a minimum, bi-weekly one-on-ones with the Department Heads to facilitate personnel development.
• Assist in creating an environment where employees make empowered decisions to ensure guest satisfaction.
• Follow up on all empowerment successes and opportunities with the appropriate department head.
• Assist the General Manager with the creation of financial reports, as required by the Corporate Office.
• Meet all corporate-imposed deadlines, as well as those imposed by the general manager.
• Participate in the required M.O.D. Coverage, as scheduled.
• Understand and assist the General Manager with basic accounts payable, accounts receivable functions, along with P&L analysis, and budgeting.
• Control costs at the same time as protecting the assets of the hotel.
• Responsible for daily, monthly, and annual property cash-handling procedures, deposits, and security.
• Ensure any irregularities are recorded in appropriate locations, and brought to the attention of the GM.
• Motivate the team to drive revenue.
• Understand the sales effort within the market, and drive both occupancy and ADR.
• Understand the workings of a hotel.
• Deliver a consistently clean, well-maintained hotel.
• Effectively execute and maintain all front desk, housekeeping, maintenance, and F&B logistics.
• Demonstrate brand citizenship by maintaining compliance with all required brand standards, behaviors, hallmarks, and license agreement mandates.
• This includes passing all brand Quality Assurance Audits and local inspections.
• Drive improvement in guest satisfaction goals.
• Collaborate with hotel team members to establish and implement services and programs that meet or exceed guest expectations.
• Use technology platforms to drive guest experience scores.
• Work with the General Manager to achieve company goals (daily, monthly, and annually).
• Ensure a safe and secure environment for guests, team members, and hotel assets, in compliance with the hotel’s or owner’s policies and procedures, and regulatory requirements.
• This includes ongoing hotel inspections and maintaining records to company and brand standards.
• Enhance the hotel’s reputation by accepting ownership for accomplishing new and different requests, and exploring opportunities to add value to job accomplishments.

• Respond to all guests' requests, problems, complaints, and/or accidents presented at the Front Desk or through reservations, comment cards, letters, and/or phone calls, in an attentive, courteous, and efficient manner.
• Follow up to ensure guest satisfaction.
• Motivate, coach, counsel, and discipline all Guest Services personnel according to the hotel's S.O.P.s.
• Prepare and conduct all guest services interviews, and follow hiring procedures according to the hotel.
• Develop employee morale, and ensure the training of Guest Services personnel.
• Maximize room revenue and occupancy by reviewing the status daily.
• Analyze rate variance, monitor the credit report, and maintain close observation of the daily house count.
• Monitor the selling status of the house daily, i.e.,
• Flash report, allowances, etc.
• Attend daily and monthly Rooms Merchandising meetings.
• Participate in the required M.O.D.
• Program as scheduled.
• Review the Guest Services staff's worked hours for payroll compilation, and submit them to Accounting on a timely basis.
• Prepare the employee schedule according to business forecasts, payroll budget guidelines, and productivity requirements.
• Ensure that no-show revenue is maximized through consistent and accurate billing.
• Maintain Hotel S.O.P.s regarding purchase orders, vouchering of invoices, and checkbook accounting.
• Ensure that Wage Progress, Productivity, and the Ten-Day Forecast are completed on a timely basis according to the Hotel S.O.P.s.
• Maintain a professional working relationship, and promote open lines of communication with managers, employees, and other departments.
• Work closely with accounting on follow-up items, i.e., returned checks, rejected credit cards, employee discrepancies, etc.
• Operate all aspects of the Front Office computer system, including software maintenance, report generation and analysis, and simple programming.
• Monitor the proper operation of the P.B.X.
• Console and ensure that employees maintain Hotel S.O.P.s in its use.
• Ensure staff greet and welcome all guests approaching the Front Desk in accordance with the hotel's S.O.P.s.
• Ensure the implementation of all hotel policies and house rules.
• Understand hospitality terms.
• Ensure sign-off of all Service Standards by position for Guest Services staff.
• Assist in the preparation of revenue and occupancy forecasting.
• Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner.
• Must maintain constant communication with Housekeeping, Reservations, and the Credit Manager.
• Coordinate all aspects of the ongoing implementation of the hotel philosophy of service.
• Ensure correct and accurate cash handling at the front desk.
• Follow and enforce all hotel credit policies.
• Ensure that employees are, at all times, attentive, friendly, helpful, and courteous to all guests, managers, and other employees.
• Maintain and monitor 'Lost and Found' procedures and policies according to hotel standards.
• Establish and maintain a key control system.
• Ensure participation within the department for the monthly hotel team meeting.
• Focus the Guest Services Department on its role in contributing to the Guest Service and audit scores.
• Monitor all V.I.P.s, special guests, and requests.
• Maintain required parts of all front office and stationary supplies.
• Review daily Front Office work and activity reports generated by the Night Audit.
• Review the Front Office log book and Guest Request log on a daily basis.
• Interview, select, train, schedule, coach, and support associates, ensuring they perform in accordance with established brand or hotel standards, and consistent with the company's core values.
• Oversee hotel departments to ensure an optimal level of service and hospitality is provided to hotel guests.
• Assist the GM in the preparation of forecasts and reports, and assist in the development, implementation, and monitoring of the budget to maximize revenue and minimize expenses, while ensuring adequate supplies and staff are on hand to provide top-quality customer service.
• Be aware of guest satisfaction scores, brand standards, and work toward increasing departmental and overall guest satisfaction.
• Oversee the property accounting functions, including but not limited to accounts payable and receivable, house bank audits, petty cash, and tax.
• Coordinate with the corporate accounting department to oversee payroll functions.
• Oversee and ensure that internal audit standards are met.
• Interact with the sales staff to discuss and implement sales strategies to continually improve occupancy levels and revenues.
• Monitor and maintain the front office systems and equipment to ensure optimum performance.
• Serve on the hotel’s safety committee.
• Create specific, measurable, achievable, realistic, and timely action plans to remedy guest service deficiencies.

• Utilizing your human resources skills to source, hire, and place the right employees who will be a strong match for our customer’s needs.
• Analyzing current market trends for recruiting methods, staffing trends, and competitive wage information to support our customer in the selection of employees.
• Serve as a liaison between the customer and our employees, and investigate and document any matters that require intervention.
• Research new business for the company, as well as additional services for current customers.
• Enhancing the company's image in the external community through developing and maintaining relationships and activities with local organizations and community leaders.
• Contact hotels on a daily basis, by phone, or in person.
• Proactively assess staffing needs, and cover call-offs when necessary.
• Assist with supplemental staffing as needed.
• Be available by cell phone to team members and hotel managers.
• Process staffing and event payroll.
• Pick up the weekly schedule and job openings list from the client hotels.
• Recruit, screen, and select new team members.
• Complete new hire packets, I-9 forms, and new hire safety orientations.
• Translate as needed at client hotels.
• Address performance or attendance issues with team members as needed.
• Conduct safety inspections.
• Develop a recruiting network through interaction with local organizations.
• Develop relationships with the hotel managers.
• Develop and maintain a database of team members who are ready to be placed when needed.
• Execute a proactive team member appreciation program.
• Translate forms for hotels when needed.
• Handle workers' compensation incidents as they arise.
• Administrative:
• Provides administrative and general office support, answering phones, returning job line calls, and setting up interviews and appointments in conjunction with the Area Manager.

• Plan and assign the work of the gym staff.
• Develop and direct the various sales and prospecting strategies for the Sales Team in order to meet daily, weekly, and monthly objectives.
• Participate in the development and management of the budget for the gym.
• Participate in the interviewing, hiring, compensation, disciplining, and termination of employees.
• Ensure compliance with safety and health obligations to employees and members.
• Oversee asset management, including the maintenance and repair of gym equipment.
• Offer assistance to new and old members alike on the floor.
• Ensure the gym employees maintain the gym so that it is neat, organized, and clean according to minimum company standards at all times.
• Provide direction and support for the Personal Training ("PT") department, front desk, and Kids Club.
• Develop and implement daily and weekend game plans for the GM.
• Manage office and janitorial supplies for the gym.
• Provide direction on building maintenance when the GM is not on-site.
• Always maintain and display a professional demeanor.
• Uphold professional standards during all decision-making situations.

• Approaches all encounters with guests and associates in an attentive, friendly, courteous, and service-oriented manner.
• Maintains regular attendance in compliance with the hotel standards, as required by scheduling, which will vary according to the needs of the hotel.
• Maintains high standards of personal appearance and grooming, which include compliance with the hotel dress code and wearing a name tag when working (per brand standards).
• Complies at all times with the hotel standards and regulations to encourage safe and efficient hotel operations.
• Maintains sales files in an organized fashion and according to specified standards.
• Maintains Accounts Coverage Program as applicable.
• Demonstrates awareness of established goals for each department and the role played in the sales process to achieve and/or exceed these goals.
• Answers phones, qualifies incoming inquiry calls, and ensures all inquiries are dealt with accurately, timely, and in a professional manner.
• Types, sales contracts, BEOs, correspondence, reports, forms, directs, and mail pieces, as needed by the sales team.
• Maintains lead log and lead statistics to be used for strategic outbound sales.
• Maintains the sales system update (Delphi and Sales Pro) and ensures it is consistently accurate and working properly.
• Assists managers on creative projects, including proposals, direct mail pieces, invitations, special events, etc.
• Maintains timely and effective paper flow and communication within the department and to other departments.
• Maintains the flow of sales contracts through proper distribution to the client team and to the appropriate department head.
• Quotes prices for meeting inquiries and works with the respective Sales leadership at the property (i.e.)
• DOS Catering Manager to handle small groups of less than 10 rooms and small meetings of fewer than 10 people.
• Works with sales leadership to detail upcoming functions as needed, obtain guarantees, confirm arrangements, etc.
• Distributes BEO’s changes, rooming lists, signed contracts, and revisions to appropriate departments as they relate to meetings and groups.
• Assists guests and clients with small change requests, etc.
• Completes the needed paperwork for the manager.
• Conducts site inspections for the department as needed.
• Enters group pickup in Sales Pro daily, and enters preferred production in Sales Pro monthly.
• Maintains a constant paper flow of thank-you letters for groups/functions, distributes them accordingly to departments, and maintains them in files.
• Monitors and orders office supplies and sales collateral to ensure we are properly stocked at all times with full packets, collateral supplies, and promotional items.
• Calls clients for guaranteed numbers for functions 72 hours prior, creates/ closes house accounts, and completes AV orders.
• Organizes in-house deliveries, amenities, welcome letters, and transportation schedules as needed.
• Attends sales meetings, takes minutes, types, and distributes them accordingly.
• Other items as they relate to the Sales and Marketing effort of the hotel, as well as any other items needed by the entire management staff.
• Familiar with all hotel sales policies and house rules.
• Ensures Associates are, at all times, attentive, friendly, helpful, and courteous to all guests, managers, and fellow Associates.
• Any other duties, as assigned by DOS, specific to the respective property.

• Lead the You Coach department and replicate skills to the staff.

• Assist members and encourages their involvement in private training.

• Ensures accurate administration of client Programs, supplement purchases, measurement tracking, workout programs.

• Arrives on time, prepared, and attentive for training appointments.

• Assists in all revenue generating activities, including but not limited to complimentary workouts, supplement booths, body fat tables, seminars, workshops, etc.

• Sells training sessions.

• Executes an effective prospecting strategy, conducts guest tours, and is responsible for completing sales of staff when needed through the Turn-Over process.

• Responsible for achieving monthly revenue objectives set forth by the Company with regards to fitness and Supplements.

• Reviews daily club sales performance and individual employee performance statistics with the Fitness Manager, Vice President and staff members to identify issues and clarify behaviors needed to achieve club sales goals.

• Administers company policies as they relate to the sales process.

• Works with Fitness Manager to ensure coaches are productive, that revenue and service goals are properly communicated and that the Club remains on-track to attain daily, weekly and monthly financial goals particularly on weekends.

• Sets monthly, weekly, and daily goals and objectives that are consistent with or above those of the Company.

• Conducts monthly, weekly, and daily meetings with the coaches to review performance and operations, and offer direction, motivation, and guidance toward achieving personal and club goals.

• Handles member service matters such as providing tours of the Club, explaining services offered by the Fitness Department and signing a member up for training agreements and appointments.

• Mediates member issues and concerns in a timely and effective manner, elevating issues when appropriate.

• Alerts the Operations staff of repairs and maintenance needs in the club.

• Personally, I conduct facility walk-throughs daily.

• Supervises coach sales activities. Reviews agreements and prepares daily paperwork.

• Complies with operational procedures in the club and follows up with compliance checks through the monitoring of club systems and employee performance.

• Approve or deny loans after evaluating the application, bank statement, and credit report.
• Prepares a careful, detailed analysis of the loan package to determine if a potential borrower presents an appropriate level of risk.
• During inbound or outbound calls, obtain client information by answering telephone calls, interviewing clients, and verifying information.
• Determine eligibility by comparing client information to the requirements.
• Establishes policies by entering client information.

• Handle inbound and outbound calls, and other methods of communication (email), to new prospects and existing customers, including follow-up calls to qualify, educate, and sign up businesses (lease office spaces and business memberships).
• Manage the sales process: lead/enquiry development, sell all product lines, and close deals in 14 different markets in Latin American countries.
• Work efficiently (high volume) and effectively (good sales and customer feedback) on all key performance indicators, in line with company procedures and guidelines.
• Accurately record notes clearly in all relevant systems.
• Recommend improvements that will positively impact sales and efficiency.
• Perform other duties assigned.

• Drive sales through successful tour execution and lead generation activities.
• Execute all initiatives that support the delivery of the Blink member experience.
• Manage the staff on daily performance.
• Assist in driving personal training revenue.
• Interview, hire, train, and develop new staff members.
• Conduct weekly inventory, including retail, beverage, marketing collateral, and maintenance supplies.
• Place monthly supplies orders and retail orders as needed via the Blink web portal.
• Order drinks weekly.
• Manage the entire cash reconciliation and deposit process.
• Receive and adjust all retail inventory via club management software.
• Complete the onboarding of all new associates.

• Manage the operations, staffing, and sales/profit goals in a single, assigned retail store.
• Ensure total compliance with all store operations policies.
• Sell merchandise to customers by following GNC's prescribed selling methods.
• Manage the store's inventory with GNC guidelines.
• Receive, check, and shelve all merchandise orders.
• Responsible for keeping the store clean and uncluttered.
• Manage work schedules within established budgets for optimal store coverage.
• Hire, train, discipline, review, and terminate employees.