Summary
Overview
Work History
Skills
Timeline
Generic

Joell Piedra

Chicago,IL

Summary

Knowledgeable Operations Manager with a solid foundation in optimizing operational processes, efficiency improvements, and strategic growth. Proven track record of managing cross-functional teams to achieve project milestones and streamline workflows. Demonstrated proficiency navigating complex challenges, ensuring continuous improvement and operational excellence.

Overview

6
6
years of professional experience

Work History

Operations Manager

Marriott International, Inc.
10.2024 - Current
  • Managed budgets effectively, consistently delivering projects on-time and within financial constraints.
  • Assisted in recruiting, hiring and training of team members. Increased mandatory training from 67% to 85%
  • Within a three month timeframe staff service scores increased from 66% to 85%, housekeeping cleanliness rose 69% to 78% and Raised Intent to Recommend (ITR) went from 55% to the current 72%
  • Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
  • Spearheaded process improvements by working closely with all department managers and AGM for yearly BSA audit, resulting in increased productivity and reduced operational costs.
  • Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.

Assisistant General Manager

Aimbridge Hospitality
07.2021 - 10.2024


  • 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.
  • Drove year-over-year business growth while leading operations, strategic vision, and long-range planning.
  • Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures, and technology systems. Increased training compliance from 43% to 99% and increased employee satisfaction from 45% to 97%
  • Collaborated effectively with cross-functional teams on various projects/initiatives aimed at enhancing organizational performance results.
  • Monitored monthly P&L financial performance, set budgets and controlled expenses to provide financial stability and long-term organizational growth.


Front Desk Supervisor

Aimbridge Hospitality
07.2019 - 07.2021


  • Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
  • Trained new staff on correct procedures, compliance requirements, and performance strategies.
  • Resolved guest complaints with tact and diplomacy, maintaining a positive image for the hotel brand.
  • Communicated regularly with management on front desk performance, identifying areas for improvement or growth opportunities.
  • Maintained accurate financial records by balancing cash drawers daily and conducting regular audits of transactions at the front desk area.
  • Provided exceptional customer service, leading to positive online reviews and repeat business from satisfied guests.
  • Empowered front desk staff by promoting a supportive work environment and recognizing individual achievements, resulting in increased morale and productivity.


Skills

  • Total Quality Management (TQM)
  • Matrix Management
  • Change Implementation
  • Bilingual
  • Performance Improvement
  • Analytical Skills
  • Labor Cost Controls
  • Risk Management
  • Budget Analysis
  • Staff training/development
  • Guest Relationship Management
  • Operational Efficiency

Timeline

Operations Manager

Marriott International, Inc.
10.2024 - Current

Assisistant General Manager

Aimbridge Hospitality
07.2021 - 10.2024

Front Desk Supervisor

Aimbridge Hospitality
07.2019 - 07.2021

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Joell Piedra