Summary
Overview
Work History
Education
Skills
Timeline
Generic

Isabel Fraga-Mojinson

Miami,FL

Summary

  • Passionate and results-driven hospitality professional with 18 years of expertise within the Rooms and F & B operations.
  • Strong record of creating and leading diverse workforces to elevate employee, guest satisfaction, and engagement levels.
  • Possesses extensive expertise in luxury and limited service hotels, enabling the delivery of exceptional guest experiences.
  • Demonstrated proficiency in identifying key operational challenges and implementing effective solutions to drive organizational change.
  • Exceptional ability in establishing high standards of service, performance, and communication.
  • Fluent in English and Spanish with intermediate proficiency in French.

Overview

9
9
years of professional experience

Work History

General Manager

HEI Hotels & Resorts
07.2021 - Current
  • Lead a dynamic 125-room lifestyle property, overseeing all facets of hotel operations and a team of 40+ associates.
  • Increased GSS scores by 15% year-over-year, positioning the hotel in the top 10% of Aloft properties nationwide for guest satisfaction.
  • Achieved an industry-leading 99.91% associate satisfaction score, reflecting a strong internal culture of engagement and accountability.
  • Fostered strong relationships with ownership and corporate —including Finance, Sales, Revenue Management, and Human Resources—to ensure strategic alignment and unified execution of property objectives.
  • Act as liaison and operational manager for the surrounding business park, representing ownership interests and maintaining positive tenant relations.
  • Maximized profitability by monetizing underutilized assets—launched paid airport parking, introduced self-parking fees, and implemented revenue capture from surgery patients, driving consistent growth in ancillary income.
  • Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
  • Managed a diverse team of professionals, fostering a positive work environment and high employee satisfaction.
  • Cultivated strong relationships with clients, vendors, and partners to ensure long-term success and loyalty.
  • Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organizational growth.
  • Managed budget development, forecasting, and financial reporting processes to track progress towards organizational objectives accurately.
  • Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures, and technology systems.
  • Implemented operational strategies and effectively built customer and employee loyalty.
  • Formulated policies and procedures to streamline operations.
  • Implemented effective cost-saving measures to reduce overhead expenses without compromising quality or service.

Assistant General Manager

Aloft Miami Airport -HEI Hotels And Resort
07.2022 - Current
  • 125 rooms, led a team of 35 associates, providing guidance and support to ensure optimal performance..
  • Oversaw the recruitment, training, development, and evaluation of managers, supervisors, and associates. Designed and implemented learning and development programs, talent management initiatives, and performance evaluation systems. Built high-performing teams that delivered exceptional results and contributed to the organization's success.
  • Delivered outstanding results in the 2021 and 2022 AOS within HEI, achieving a record-high score of 98.78% and maintaining a top position with a score of 97.79%. Played a pivotal role in fostering a positive work culture that promotes employee satisfaction, productivity, and retention. Consistently monitored engagement metrics, identified areas of improvement, and collaborated with management to implement effective solutions.
  • Spearheaded an initiative to increase the main guest satisfaction indicator (Intent to recommend) by 7.6 points year-over-year, finishing 2022 with 11.1 points above Aloft brand.

Task Force General Manager

The Westin Pasadena -HEI Hotels And Resort
01.2023 - 02.2023
  • 350 Rooms, Led a team of 90+ associates.
  • Communicated effectively with Owners, Regional Management, Corporate team members, clients, and vendors.
  • Spearheaded remediation in ballroom, foyer and pool waterproofing, while having minimal impact on GSS.
  • Implemented staff training program to improve guest experience and consistency. Monitored progress and provided ongoing coaching to address performance gaps.
  • Managed lobby operations, guest services, and facilities maintenance to ensure positive guest experience. Built relationships through effective communication and exceptional service.

Director of Housekeeping

Aloft Miami Airport -HEI Hotels And Resorts
07.2021 - 07.2022
  • 125 rooms, Guided a team of 20 associates.
  • Implemented SOP's to improve overall cleanliness GSI exceeding expectation month over month. Started at 68 and moved to 72.4.
  • Minimized contract labor usage by 70%, hiring in house staff, and lowering overall labor costs.
  • Successfully lowered productivity for the housekeeping team from 0.60 to 0.47 RPM.
  • reduced annual overtime labor costs by 73%, saving $6,500. Optimized staffing levels and reduced outside labor usage to minimize expenses.

Assistant Director of Housekeeping

Trump National Doral
10.2018 - 03.2020
  • 643 rooms property, led a team of over 200 associates.
  • Trained by Forbes on five star standards, and implementations.
  • Assisted in improving Trip Advisor rating from 3 to 4.5 stars, positioning the hotel as #1 among #28 hotels in Doral.
  • Supervised ordering, storage, and use of housekeeping cleaning supplies.
  • Accommodated guests' needs and boosted revenue by offering various amenities and services.
  • Maintained strong team performance by orienting staff to department rules, policies, and procedures.

Assistant Director of Housekeeping

Sheraton Miami Airport Hotel & Executive Meeting Center
05.2017 - 07.2018
  • 405 rooms, Led a team of over 60 associates for whom I produced weekly schedule and task allocation with daily qualitative & quantitative performance assessment
  • Monitor contract labor, hours, payroll & invoices, all while controlling department budget.
  • Taskforce for Delaware property as Director of Housekeeping.
  • Improved cleanliness and overall room condition ratings.

Accounts Receivable Specialist

Pryde Group Americas
05.2016 - 05.2017
  • Processed 1000+ accounts receivable transactions and bank reconciliations transactions.
  • Worked closely with Regional Account Executives (US & CA) to provide admirable customer service.
  • Performed collections for all 500+ new accounts
  • Managed all deposits for 4 retail stores Post all credit and bank fees for 6 bank accounts Post all wire transfers in assigned bank accounts accurately
  • Assisted with month-end closings through timely account reconciliations.

Education

Hospitality & Tourism Management

Florida Atlantic University
Boca Raton, FL

High School Diploma -

Miami Jackson Senior High School
06.2003

Skills

  • Staff management
  • Inventory control
  • Operations management
  • Staff development
  • Team leadership expertise
  • Employee relations
  • Training and development background
  • Customer relationship management (CRM)
  • Budget control
  • Operations oversight
  • Strategic planning skill
  • Financial reporting

Timeline

Task Force General Manager

The Westin Pasadena -HEI Hotels And Resort
01.2023 - 02.2023

Assistant General Manager

Aloft Miami Airport -HEI Hotels And Resort
07.2022 - Current

General Manager

HEI Hotels & Resorts
07.2021 - Current

Director of Housekeeping

Aloft Miami Airport -HEI Hotels And Resorts
07.2021 - 07.2022

Assistant Director of Housekeeping

Trump National Doral
10.2018 - 03.2020

Assistant Director of Housekeeping

Sheraton Miami Airport Hotel & Executive Meeting Center
05.2017 - 07.2018

Accounts Receivable Specialist

Pryde Group Americas
05.2016 - 05.2017

High School Diploma -

Miami Jackson Senior High School

Hospitality & Tourism Management

Florida Atlantic University

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