Jacob Arnold Martinez
Senior Room Operations Manager
Crowley,Texas
Summary
Customer – oriented Operations Manager with 6 years in the hospitality industry. Strong focus to maintain high customer satisfaction and contribute to building smooth team environments with leading by example. Experienced in establishing relationships with clients, answering client questions effectively, coordinating schedules, and managing projects. Interested in utilizing abilities in Operation Management or Hospitality Centered positions.
Overview
8
8
years of professional experience
7
7
years of post-secondary education
2
2
Certificates
Work History
Room Operations Manager
Gaylord Texan Resort & Convention Center
Grapevine, TX
09.2021 - Current
- Managed by Marriott Hotel
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
- Establishes and maintains open, collaborative relationships with leadership team, and ensuring direct reports do same for their teams. Coaches by providing specific feedback to improve employee performance. Celebrates successes and publicly recognizes contributions of employees.
- Oversaw front desk and housekeeping operations with eye for hotel reputation, staff productivity and operational efficiency.
- Revamp training process and include brand standard audit training weekly and monthly. Created training layout for new associated to be accumulated to Marriott and Gaylord brand, along with training for front desk. Ensure Associates Hourly Performance Review are completed yearly.
- Conducted interviews and posted job requisitions, along with create schedules, track attendance, ensure accuracy in wage codes. Also rolled out atlas enhance, along with creating more streamlined process of schedule posting, request off, and paid time off request. Acting as Atlas champion.
- Responsible for daily shift operations of Housekeeping. Directs and works with employees to verify guestrooms, public space and employee areas are clean and well maintained. Completes inspections and holds people accountable for corrective action.
- Helped achieve and increase Associate Engagement Survey score by four points from to 94% Associate Engagement Survey score for Front Office in 2021, through mentorship and leadership.
- Within one year of employment team increased our guest satisfaction scores from 4th in brand to 1st in brand, increasing our intent to recommend by 7 points to 64.4, elite appreciation by 5.6 points to 64.4 and staff service by 5.9 points to 72.9.
- Managed Front Desk team of 5 Assistant Managers, 6 Rooms Controllers, 25 associates.
- Managed Housekeeping team of 120 housekeepers, houseman, empower case runners, and MLR's and 9 assistant managers.
Assistant General Manager
Residence Inn by Marriott Dallas Las Colinas
Las Colinas, TX
10.2020 - 08.2021
- Managed by Marriott Hotel
- Attended and prompted Hiring Events, acting as ambassador for Marriott Select Brand Hotels
- Screened, selected, and hired candidates for Marriott Select Brand Hotels in DFW area.
- Conducts quarterly Rooms Operations audits in accordance with SOPs to ensure Rooms Operations budget meets targets; reviews results with General Manager and taking corrective action as necessary
- Maintains current licenses and permits as prescribed by local, state and federal agencies.
- Manages all finance and accounting functions, including, but not limited to, accounts payable, accounts receivable, petty cash, payroll and ordering procedures, end of period, and banking procedures.
- Review financial statements, sales and activity reports, and other performance data to measure productivity and goal achievement and to determine areas needing cost reduction and program improvement. Manage hotel budget, maintains profit margins without compromising guest or employee satisfaction
- Manage all hotel operations including housekeeping, front desk, Food and Beverage, Events, and Engineering
- 2 Supervisors, 1 event specialist, 20 Associates
Manager of Operations
Courtyard By Marriott Dallas Las Colinas
Irving, Tx, TX
07.2019 - 07.2020
- Managed by Marriott Hotel
- Ensures that goals are being translated to team as relate to guest tracking and productivity.
- Understands employee and guest satisfaction results and communicates game plans to address need areas and expand on strengths.
- Interviews and assists in making hiring decisions. Ensures orientations for new team members are thorough and completed in timely fashion.
- Assists in performing required annual Quality audit with GM & RD. Understands financial statements, sales and activity reports, and other performance data.
- Supported successful execution of all operations in hotel operations departments and managing staff.
- Ensures that standards and procedures are being followed.
- Managed 1 Supervisor, 20 Employees
Front Office Supervisor
Dallas/Plano Marriott At Legacy Town Center,
Plano, TX
08.2018 - 07.2019
- Managed by Marriott Hotel
- Supports day-to-day operations, ensuring quality, standards and meeting expectations of customers on daily basis.
- Develops specific goals and plans to prioritize, organize, and accomplish hotel goals.
- Handles guest problems and complaints seeking assistance from supervisor as necessary.
- Implemented GXP/Empower to ensure that successful repeat guest recognition program is in use to recognize guest preferences and aid in problem resolution.
Front Office Supervisor
Sheraton Suites Market Center, Aimbridge Hospitality
Dallas, TX
01.2018 - 08.2018
- Managed front desk operations, including check-ins/outs, management of guest complaints, training and coordination of front desk support staff: drivers, bellmen, and telephone operators, and PM Manager
- Ensured customer service standards were met in Restaurant, Engineering, and Housekeeping departments
- Managed: 8 Associates
Customer Experience Coordinator
Marshalls| DFW
Lewisville, TX
01.2016 - 12.2017
- Responsible for operational controls at front-end, layaway, and jewelry
- Training and development of front- line Associates to ensure prompt, courteous, and knowledgeable customer service
- Resolve customer service issues appropriately and competently
- Audit and approve all necessary front-line paperwork
- Managed: 30 Associates
Front Desk Manager
Baymont Inn And Suites, DFW
Lewisville, TX
03.2016 - 01.2017
- Responsible for training of customer service agents, group bookings, and proper handling of complaints/ inquires, and special projects as assigned by General Manager
- Managed: 10 Associates
Director of Basketball Operations/Student Assistant
Utica College
Utica, New York, New York
09.2014 - 05.2015
- Responsible for overseeing daily operations for team practices, assisting with team travel logistics, and coordinating team video needs.
- Reviewed video playbacks and slow-motion camera footage to evaluate calls and judge appeals
- Assessed players and equipment to verify conformance to event rules and safety standards
- Promoted good sportsmanship among players
Education
Bachelor of Science - Hospitality Management
Florida International University
Miami, FL 05.2021 - Current
Bachelor of Science - Hospitality Management
University of North Texas
Denton, TX 05.2016 - 05.2021
Skills
Operations Management
undefinedTimeline
Room Operations Manager
Gaylord Texan Resort & Convention Center
09.2021 - Current
Bachelor of Science - Hospitality Management
Florida International University
05.2021 - Current
Assistant General Manager
Residence Inn by Marriott Dallas Las Colinas
10.2020 - 08.2021
Cleanliness Champion
10-2020
ServSafe Manager Certification - ServSafe Food Protection Manager Certification
02-2020
Manager of Operations
Courtyard By Marriott Dallas Las Colinas
07.2019 - 07.2020
Front Office Supervisor
Dallas/Plano Marriott At Legacy Town Center,
08.2018 - 07.2019
Front Office Supervisor
Sheraton Suites Market Center, Aimbridge Hospitality
01.2018 - 08.2018
Bachelor of Science - Hospitality Management
University of North Texas
05.2016 - 05.2021
Front Desk Manager
Baymont Inn And Suites, DFW
03.2016 - 01.2017
Customer Experience Coordinator
Marshalls| DFW
01.2016 - 12.2017
Director of Basketball Operations/Student Assistant
Utica College
09.2014 - 05.2015
Accomplishments
- F&B Bistro Manager Training
- Clean Boot Camp
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Certification
ServSafe Manager Certification - ServSafe Food Protection Manager Certification
Quote
Success is not final; failure is not fatal: It is the courage to continue that counts.
Winston S. Churchill
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