Jacob L. Gonzalez
San Antonio,TX
Summary
Goal oriented Operations Manager with over 20 years of experience in management. Proficient in establishing superior client relationships and attaining growth while boosting the bottom line. Proven success in managing a team while nourishing peer work relationships and encouraging self-motivation. Effective project execution and commitment to networking and building community relationships. Seeking an opportunity that would allow me to apply my multifaceted leadership that consist of an analytical and diligent approach to building and leading strong teams.
Overview
21
21
years of professional experience
Work History
Hotel Manager – Hotel Valencia Riverwalk
Valencia Hotel Collection
04.2020 - Current
- Maximized revenues and managed expenses throughout all Hotel Operations
- Managed hotel operations for seamless functioning, ensuring high levels of efficiency and guest satisfaction.
- Increased customer service ratings through personable service.
- Reduced operating expenses by negotiating with vendors and optimizing resource management.
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
- Provided services efficiently and with high level of accuracy.
- Provided exceptional service and assistance to both internal and external guest.
- Monitored safety procedures to ensure a secure environment for both guests and employees.
- Developed strong partnerships with local businesses to create exclusive offers and packages for hotel guests.
- Organized staff training sessions on topics such as effective communication skills, conflict resolution techniques, time management tips.
- Improved the quality of food offerings in on-site restaurants by working closely with chefs on menu development and presentation techniques.
- Increased guest satisfaction by implementing innovative customer service initiatives and staff training programs.
- Coordinated all hotel operations to ensure seamless service delivery, resulting in enhanced guest experience.
- Enhanced revenue by creating and promoting attractive package deals, targeting both new and returning guests.
- Maintained compliance with health and safety regulations, ensuring safe environment for both guests and staff.
- Oversaw daily financial transactions, ensuring accuracy in billing and improving hotel's financial health.
- Established a positive work culture that promoted teamwork, collaboration, and employee morale.
- Developed and implemented marketing strategies to promote hotel services.
- Conducted regular staff performance evaluations, identifying areas for improvement and providing constructive feedback.
- Oversaw day-to-day operations of 213 room hotel with staff of 110 employees and 7k square feet of meeting space.
Valencia Hotel Collection Task Force
Valencia Hotel Collection
01.2020 - 02.2020
Hotel Manager – Hotel Sorella CityCentre
Valencia Hotel Collection
06.2019 - 12.2019
- Established a positive work culture that promoted teamwork, collaboration, and employee morale.
- Conducted regular staff performance evaluations, identifying areas for improvement and providing constructive feedback.
- Managed hotel operations for seamless functioning, ensuring high levels of efficiency and guest satisfaction.
- Increased customer service ratings through personable service.
- Analyzed and evaluated business data to identify opportunities for improvement.
- Provided services efficiently and with high level of accuracy.
- Participated in financial activities such as setting room rates, establishing budgets and allocating funds to departments.
- Negotiated with vendors to obtain favorable rates for goods and services while maintaining good working relationships.
- Created and managed accurate occupancy forecasts and budgets.
Hotel Manager – Cavalry Court College Station
Valencia Hotel Collection
04.2019 - 05.2019
- Created and managed accurate occupancy forecasts and budgets.
- Implemented successful strategies to increase customer satisfaction.
- Negotiated with vendors to obtain favorable rates for goods and services while maintaining good working relationships.
- Solicited and reviewed guest feedback and promptly resolved complaints.
- Participated in financial activities such as setting room rates, establishing budgets and allocating funds to departments.
- Established and upheld high standards, promoting great customer service and assistance to guests.
General Manager – Four Points by Sheraton CityCentre
Valencia Hotel Collection
05.2016 - 03.2019
- Upheld all Marriott standards and implementations for Operations and Sales
- Maximized revenues and managed expenses throughout all Hotel Operations
Director of Operations – Hotel Sorella Country Club Plaza
Valencia Hotel Collection
07.2013 - 04.2016
- Helped establish and develop the Valencia Culture within all areas of the hotel
- Created the foundation of processes and procedures for all Hotel Operations and Hotel standards
- The ability to multi-task various projects, develop employees, and manage budgets
- Oversaw development and design of a brand new hotel build.
- Monitored budget and utilized operational resources.
- Delivered exceptional customer experiences by implementing strategies focused on meeting evolving needs and expectations.
- Improved team morale and reduced turnover by implementing series of employee engagement programs and personalized career development plans.
Front Office Manager – Hotel Valencia Riverwalk
Valencia Hotel Collection
07.2009 - 07.2013
- Responded daily to both negative and positive guests’ remarks regarding past stays and experiences
- Managed a team that provided and maintained the highest level of service to all guest of the hotel
- Was the point person for all IT related issues or requests relating to and including employees and guests
Assistant Director of Housekeeping – Hotel Valencia Riverwalk
Valencia Hotel Collection
01.2008 - 07.2009
Assistant Front Office Manager – Hotel Valencia Riverwalk
Valencia Hotel Collection
05.2007 - 01.2008
Guest Service Manager – Hotel Valencia Riverwalk
Valencia Hotel Collection
10.2006 - 05.2007
Restaurant Supervisor – Hotel Valencia Riverwalk
Valencia Hotel Collection
07.2004 - 10.2006
- Ensuring labor was suitable and savings was taken advantage of whenever possible
- Conducted weekly trainings and role-playing exercises to increase Hotel service standards
- Held employees accountable for service standards and code of conduct
Education
High School -
Central Catholic High School
San Antonio 01.1998 - 1 2001
Skills
- Leadership
- Communication
- Customer Service Oriented
- Problem Solving
- Time Management
- Well versed with computers and technology
- Proficient with Microsoft Office
- Office and staff streamlining
- Self motivation
- Account administration
- Effective communication
- Vendor interaction
- Marketing
- Staff training
- Teamwork and leadership
Accomplishments
- Completion of THLA’s short course in Hospitality Services, 01/01/06
- Manager of the Year, Hotel Valencia Riverwalk, 2012
- Recognized in hospitalitynet for managing a high-end boutique hotel with 22 residential penthouses, Hotel Sorella CityCentre Houston TX, https://www.hospitalitynet.org/appointment/79018682.html
Accolades
- Condé Nast Traveler Readers' Choice Award, 2024, #1 in San Antonio, #7 in Texas
- Trip Advisor ranking 2024, #2 ranking out of 368 Hotels in San Antonio
- Condé Nast Traveler Readers' Choice Award, 2021, #1 in San Antonio, #15 in Texas
- YELP top 100 places to stay in Texas, 2021
- Condé Nast Traveler Readers' Choice Award, 2020, #1 in San Antonio, #4 in Texas
- Condé Nast Traveler Readers' Choice Award, 2019, #1 in San Antonio, #2 in Texas
- Trip Advisor ranking, 2022-2023, #4 ranking out of 395 Hotels in San Antonio
- Trip Advisor ranking, 2013-2016, #1 ranking in all of Kansas City Hotels
Timeline
Hotel Manager – Hotel Valencia Riverwalk
Valencia Hotel Collection
04.2020 - Current
Valencia Hotel Collection Task Force
Valencia Hotel Collection
01.2020 - 02.2020
Hotel Manager – Hotel Sorella CityCentre
Valencia Hotel Collection
06.2019 - 12.2019
Hotel Manager – Cavalry Court College Station
Valencia Hotel Collection
04.2019 - 05.2019
General Manager – Four Points by Sheraton CityCentre
Valencia Hotel Collection
05.2016 - 03.2019
Director of Operations – Hotel Sorella Country Club Plaza
Valencia Hotel Collection
07.2013 - 04.2016
Front Office Manager – Hotel Valencia Riverwalk
Valencia Hotel Collection
07.2009 - 07.2013
Assistant Director of Housekeeping – Hotel Valencia Riverwalk
Valencia Hotel Collection
01.2008 - 07.2009
Assistant Front Office Manager – Hotel Valencia Riverwalk
Valencia Hotel Collection
05.2007 - 01.2008
Guest Service Manager – Hotel Valencia Riverwalk
Valencia Hotel Collection
10.2006 - 05.2007
Restaurant Supervisor – Hotel Valencia Riverwalk
Valencia Hotel Collection
07.2004 - 10.2006
High School -
Central Catholic High School
01.1998 - 1 2001
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