Heather Giuffrida

A dynamic, innovative Senior Operations Manager with an established reputation of delivering remarkable guest and customer experiences. Aligns properties to capture new business opportunities in highly competitive markets. Extensive experience in overseeing revenue management, sales, budgeting, operations and customer service. Responsible for assets with property value of over $15 million dollars. Proficient in the areas of business succession planning, sales revenue, expenses, and capital expenditures. Strong cultivator of positive work environments with work life balance. Passionate about mentoring, training and development of others. Highly competent in various operating systems as related to hospitality; OnQ, OPERA, FOSSE, Choice Advantage, One Yield, GROW, R&I, Marsha, ICIMS, UltiPro, Profit Sword, M3, UltiPro, SalesPro, Delphi, Hotelligence/Agency 360, Microsoft Office software.

• Lead and manage responsibilities and strategies with sales, revenue and operations teams. Analyze progress of strategy, adjust and improve as needed to drive financial results increasing room revenue by 6.4% to budget YTD and F&B revenue by 4.3% to budget YTD
• Gained staff and lowered turnover to fully operate hotel without dropping rooms or closing areas of incremental revenue due to staffing shortages. This allowed Aloft Reno to lead comp set in occupancy YTD.
• Played an active role in onboarding/offboarding multiple hotels into/out of management portfolios, assessing teams and SOP's making adjustments as needed to create more productive operations based on needs of business, allowing hotel to be handed off to the General Manager with increased team motivation, brand compliant, with higher productivity levels.
• Organized comedy show in conjunction with Flapjack Comedy Production at the Holiday Inn Cape Cod to gain event revenue during off peak season, leading to increased restaurant revenues by 16.6% YOY and exceeded banquet event budget of $35,000 by $72,000.
• Created action plans, implemented and mediated them between brand and ownership to bring hotel into full brand compliance in all areas. Passed Quality Assurance re-inspection and brought hotel out of brand penalty allowing the hotel to remain a Hyatt Place.