Joel Pichardo
Lake Grove,NY
Summary
Dynamic and results-driven General Manager with proven leadership abilities and a track record of optimizing operational efficiency and maximizing profitability. Skilled in staff training, budget management, and implementing process improvements. Collaborative team player bringing several years of comprehensive experience completing managerial and administrative tasks to keep company running smoothly. Commended for outstanding staff performance to boost company morale and productivity.
Overview
21
21
years of professional experience
Work History
General Manager
Wyndham Hotel
06.2024 - Current
- Directed daily operations to enhance guest satisfaction and loyalty.
- Implemented cost-control measures to maximize profitability across multiple hotel locations.
- Led strategic planning initiatives to align hotel objectives with corporate goals.
- Mentored management team, fostering professional development and improving operational efficiency.
- Analyzed market trends to identify growth opportunities and optimize service offerings.
- Established performance metrics to evaluate team effectiveness and drive accountability.
General Manager
IHG Hotels & Resorts
06.2022 - 06.2024
- Collaborated with cross-functional departments to streamline processes and enhance guest experiences.
- Oversaw budget preparation and financial reporting, ensuring compliance with company policies.
- 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.
- Developed and implemented strategies to increase sales and profitability.
- Cultivated strong relationships with clients, vendors, and partners to ensure long-term success and loyalty.
Assistant General Manager
Club Quarters Midtown
07.2020 - 06.2022
- Streamlined operations by implementing efficient scheduling and resource allocation processes.
- Enhanced guest satisfaction through proactive management of service quality and staff performance.
- Led training programs to develop team skills and improve overall operational efficiency.
- Oversaw budget management, ensuring alignment with financial objectives and cost control measures.
- Collaborated with cross-functional teams to execute strategic plans for property enhancements.
- Analyzed customer feedback to identify improvement areas, driving initiatives for service excellence.
Director of Operations
The Bernic Hotel Tapestry By Hilton
06.2017 - 07.2020
- Developed and executed strategic plans to drive revenue growth and maintain high occupancy rates.
- Developed and implemented strategies to increase revenue and improve operational efficiency.
- Oversaw budgeting, forecasting, and procurement to maximize profitability and guest satisfaction.
- Led daily Front Office and Housekeeping operations ensuring exceptional guest experience.
- Streamlined operational processes to enhance guest satisfaction and operational efficiency.
- Led cross-functional teams to implement strategic initiatives, improving overall hotel performance.
Director of Housekeeping
The Bernic Hotel Tapestry By Hilton
08.2016 - 06.2017
- Trained and supervised housekeeping staff to ensure efficient and effective operations.
- Implemented and maintained high cleaning standards resulting in increased guest satisfaction.
- Managed inventory and supplies to lower costs while meeting department needs.
- Developed and enforced safety protocols to protect staff and guests.
- Oversaw inventory management, supply ordering, and budget management.
- Developed and implemented strategies to improve cleanliness and efficiency of housekeeping services.
- Oversaw staff training and scheduling to ensure high-quality service standards.
Director of Front Office
The Roxy Hotel
01.2015 - 08.2016
- Collaborated with other departments to ensure seamless guest experiences and resolve issues promptly.
- Developed and managed Front Office policies and procedures.
- Assisted in recruiting, hiring, orienting, evaluating, disciplining, coaching, counseling personnel.
- Analyzed data from guest surveys and implemented strategies to enhance customer satisfaction.
Director of Housekeeping
The Westin Grand Central
02.2013 - 01.2015
- Managed and trained a team of 50+ housekeeping staff to ensure guest satisfaction and room cleanliness.
- Implemented cost-saving initiatives, resulting in 10% decrease in operational expenses.
- Led department to consistently achieve above 90% cleanliness score on guest satisfaction surveys.
- Developed and maintained relationships with vendors to ensure timely delivery of supplies.
- Managed daily housekeeping operations for a 760-room hotel, ensuring cleanliness and guest satisfaction.
- Implemented cost-saving initiatives, including inventory control and efficient cleaning processes.
- Maintained high standards of cleanliness, earning positive guest feedback and achieving top ratings.
Director of Front Office
The OUT Hotel
03.2011 - 02.2013
- Managed Front Office operations, ensuring efficient check-in/check-out process for guests.
- Oversaw staff training and scheduling to provide exceptional customer service.
- Resolved guest complaints and issues in a timely and professional manner.
- Implemented innovative systems to streamline Front Office operations and improve guest satisfaction.
- Organized training sessions for new hires on hotel policies and procedures.
- Resolved customer complaints promptly while upholding brand standards of excellence.
Front Office Manager
Hotel Gansevoort
01.2007 - 03.2011
- Conducted regular meetings with staff members to discuss new initiatives or changes in existing processes.
- Analyzed customer feedback data to identify areas of improvement.
- Maintained accurate records of financial transactions such as cashiering activities, credit card charges.
- Implemented effective strategies to improve customer loyalty programs and enhance sales opportunities.
- Ensured proper maintenance of check-in and check-out log books, reservation logs and other related documents.
- Analyzed daily reports such as occupancy rate report, revenue report, prepared by subordinates.
Night Audit Manager
Mansfield Hotel
02.2005 - 01.2007
- Prepared end-of-day summary reports for management review.
- Maintained up-to-date knowledge of hotel services, amenities, rates, discounts and packages offered by the hotel.
- Conducted regular inspections of front desk operations to maintain quality service standards.
- Generated detailed reports of daily transactions for accounting purposes.
- Identified discrepancies between actual transactions and paperwork completed by front desk staff.
Guest Service Representative
Franklin Hotel
08.2004 - 02.2005
- Resolved guest complaints in a professional manner.
- Processed payments for room charges, taxes, and other incidentals as required.
- Greeted guests and provided information regarding hotel services, amenities, and local attractions.
- Performed daily cashiering duties including balancing accounts at end of shift.
Education
BBA - Finance
Baruch College
New York, NY06-2006
Skills
- Operations Management
- Budget Control
- Process Improvement
- Staff Development
- Financial Reporting
- Team leadership strength
- Problem resolution
Languages
Spanish
Native/ Bilingual
Timeline
General Manager
Wyndham Hotel
06.2024 - Current
General Manager
IHG Hotels & Resorts
06.2022 - 06.2024
Assistant General Manager
Club Quarters Midtown
07.2020 - 06.2022
Director of Operations
The Bernic Hotel Tapestry By Hilton
06.2017 - 07.2020
Director of Housekeeping
The Bernic Hotel Tapestry By Hilton
08.2016 - 06.2017
Director of Front Office
The Roxy Hotel
01.2015 - 08.2016
Director of Housekeeping
The Westin Grand Central
02.2013 - 01.2015
Director of Front Office
The OUT Hotel
03.2011 - 02.2013
Front Office Manager
Hotel Gansevoort
01.2007 - 03.2011
Night Audit Manager
Mansfield Hotel
02.2005 - 01.2007
Guest Service Representative
Franklin Hotel
08.2004 - 02.2005
BBA - Finance
Baruch College
Education and Training
other