JULIO CELIS
Dallas,Tx
Summary
Dedicated professional with over 9 years of experience in leadership, operations, and customer service across diverse industries. Skilled in managing daily operations, fostering team performance, and optimizing financial outcomes while building positive relationships at all levels. Adaptable and eager to continue learning, with a strong ability to quickly learn and apply new systems effectively.
Overview
11
11
years of professional experience
Work History
Assistant General Manager
Aloft by Marriott
Plano, USA
01.2024 - Current
- Approach all guests and employees with attentiveness, friendliness, and a service-oriented attitude.
- Maintain regular attendance in compliance with hotel business levels and standards.
- Adhere to grooming and personal appearance standards set by the hotel.
- Follow safety regulations, and ensure efficient hotel operations.
- Maintain necessary certifications, including Food Handlers, Alcohol Awareness, CPR, and First Aid.
- Supervise hotel operations in the absence of the General Manager, including Guest Services, F&B, Housekeeping, Engineering, Sales, and Food Production, addressing deficiencies as needed.
- Work with department heads to understand each role's impact on hotel operations.
- Assist the General Manager with revenue programs, client engagement, and sales efforts.
- Aid in developing managerial and hourly employees through training programs and one-on-one meetings.
- Create a guest-focused environment by empowering employees to make decisions, and following up on successes.
- Assist the General Manager with financial report creation, and meeting corporate deadlines.
- Participate in M.O.D. (Manager on Duty) coverage, as scheduled.
- Ensure training in service standards is consistently provided across departments.
- Oversee recruiting, hiring, training, and scheduling for Guest Services and F&B.
- Assist with AR/AP, payroll, and month-end processes.
- Foster a positive, team-oriented environment focused on guest satisfaction through employee development and motivation.
- Ensure compliance with Preventative Maintenance and Deep Cleaning Programs by inspecting rooms with the Housekeeping Manager and Property Engineer.
- Promote attentive, friendly, and efficient employee interactions with guests and management.
- Ensure all departments are familiar with, and compliant with, SOPs, developing action plans if necessary.
- Maintain professional relationships and open communication with managers, employees, and departments.
- Provide support to Operations departments during peak times.
- Ensure fair and equitable treatment of all employees, according to HR requirements.
- Conduct property walks throughout the day to ensure cleanliness and sanitization.
- Follow hygiene protocols, including frequent hand sanitization in high-contact areas.
- Be present in public areas during peak times to assist guests as needed.
- Ensure proper handling and security of the hotel safe, including monthly audits.
- Ensure that all scheduled meetings occur on the property, as required.
- Implemented safety protocols to protect both customers and employees from potential hazards.
- Ensure adherence to Marriott’s brand standards for Aloft, including service quality, guest satisfaction, and operational procedures, maintaining consistency across all departments.
- Track and analyze guest satisfaction scores, ensuring continuous improvement in service delivery, and compliance with Marriott’s Aloft brand standards.
Property General Manager
Hampton Inn & Suites Dallas Central Expy
Dallas, USA
06.2022 - 01.2024
- Optimize/Maximize guest/associate experience.
- Responsible for the hotel's success.
- Primary functions for revenue, profit, quality, sales, and marketing.
- Pursue revenue goals to prepare and manage the annual budget.
- Effectively manage and control all operational expenses, labor, overtime, supplies, and vendors, and seek and implement cost-saving strategies.
- Identify training needs, training programs, and adhere to franchise/brand guidelines and policies.
- Provide leadership support and direction to all departments.
- Motivate, coach team members, set team and individual goals, provide feedback, rewards, and recognition.
- Provide day-to-day weekly reports and accomplishments to the DOO.
- Develop and implement an approved business plan to attain and exceed financial goals.
- Conduct daily property inspections with the facility manager and engineer to ensure Quality Assurance readiness, and that proper permits and certificates are in place.
- Manage financial statements of active Direct Bill accounts with clients, and monitor sales solicitation activities.
- Conduct weekly and monthly meetings with department heads and staff to review prior goals and current goals.
- Conduct safety meetings to ensure that safety policies and procedures are known and followed.
- Ensure all property equipment is in good working condition.
- Successfully maintain adequate staffing.
- Documentation for incident reports, cooperation with law enforcement when necessary, and guidance from HR.
- Provide the end-of-month tax exemption report and reconciliations.
- Code all budgeted expenses according to franchise standards and budget.
- Prepare and present the monthly profit and loss, revenue, and expenses while working alongside accounting, upcoming brand standard policies, projects, and STR rankings.
- Inspected properties regularly to identify deficiencies and schedule repairs.
Dual Assistant General Manager
Hampton Inn & Suites/Hilton Garden Inn Dallas Central Expy
Dallas, USA
09.2021 - 06.2022
- Supervise front office, and F&B personnel ensure proper completion of all duties
- Coordinate activities for Front Desk, reservations, guest services, breakfast, bar, restaurant
- Act as MOD when GM not on property
- Seek new ways to increase room revenue, and occupancy
- Work with sales team for revenue opportunities
- Control and manage labor, overtime, supplies, scheduling, implement cost saving strategies
- Ensure hotel and staff meet franchise/Brand standards for guest satisfaction
- Coach, train Front Office team members, provide feedback, and monitor hotel reviews (Medallia, Trip advisor, Expedia, Booking)
- Maintain proper staffing in all departments
- Continue to enforce new/existing policies and procedures, conduct performance reviews of front office, food and beverage staff
- Monitor staff apparel, conduct meetings, individual meetings
- Maintain all equipment and inventory needs
- Inform GM of all unique situations/unusual developments
- Fill any shifts employees are not able to cover
- Process Credit Card Authorization forms with proper documentation
- Modify reservations and process reservations via phone, email, fax, central reservation system, sales office and other hotel departments
- Resolved customer complaints in a timely manner with an emphasis on maintaining positive relationships
- Recruited and hired associates to meet business needs and requirements
- Utilized strong interpersonal skills while interacting with customers, staff members and external vendors
- Mentored staff on problem resolution techniques and provided guidance regarding company policy
- Provided technical support related to systems and software utilized by the organization; troubleshot issues as needed
- Oversaw daily operations, ensuring efficiency and compliance with company and brand standards.
- Resolved customer complaints in a timely manner while maintaining a professional demeanor.
- Delegated work to staff, setting priorities and goals.
- Assisted in the recruitment process by conducting interviews with prospective candidates.
- Applied knowledge of coverage needs and individual employee strengths to produce successful team schedules.
Front Desk Supervisor
Hampton Inn & Suites by Hilton
Dallas, USA
12.2019 - 09.2021
- Supervise all front desk personnel, ensure completion of front desk duties, proper appearance of lobby and public spaces, act as MOD when scheduled, pursue revenue goals, manage upgrades continuously, work closely with sales team to capitalize revenue opportunities
- Manage overtime, supplies, guest service scores and ensure hotel meets franchise/brand standards are met
- Motivate, coach, and train Front Desk team, set goals, accountability, provide feedback, and recognize
Guest Service Agent
Hampton Inn & Suites By Hilton
Dallas, TX
08.2017 - 12.2019
- Provided exceptional customer service by handling reservations, modifying payment methods, processing charges, and posting transactions to ensure accuracy and efficiency.
- Managed stock inventory and merchandise, ensuring availability and organization for customer satisfaction.
- Answered incoming calls promptly, assisting with inquiries, concerns, and requests, while maintaining a professional demeanor.
- Organized the workspace to maintain a clean and efficient environment for both staff and guests.
- Trained new staff on the OnQ system, ensuring seamless integration into hotel operations, and high levels of proficiency.
- Facilitated the training of new night auditors, guiding them through the night audit process, and ensuring accuracy in daily financial reporting.
- Processed reservation modifications, demonstrating comprehensive knowledge of room types, rate plans, and booking procedures.
- Addressed guest complaints effectively with patience and active listening, consistently delivering resolutions that met guest expectations.
Claim Associate- Express Bilingual
State Farm
Richardson, TX
07.2018 - 01.2019
- Investigating and evaluating claims. Assessing the circumstances of auto accidents, determining liability, and evaluating damages to establish claim validity.
- Facilitated settlement discussions with policyholders, claimants, and service providers in alignment with legal and contractual guidelines.
- Collaborated with adjusters and underwriters to resolve complex claim issues.
- Kept abreast of changes in insurance regulations and policies affecting claims processing.
- Determined coverage by examining claim forms and supporting documents.
- Monitored various databases for changes in claim status or updates from third party payers.
- Applying Insurance Knowledge by utilizing a thorough understanding of insurance policies, regulations, and procedures to determine coverage, liability, and damages.
- Customer communication by maintaining clear and empathetic communication with customers through various channels, including phone, email, and in-person meetings, to guide them through the claims process.
- Managing Workload efficiently handling a high volume of claims and tasks in a fast-paced environment, ensuring timely and accurate processing.
- Utilizing Technology and employing claims management software, and other technologies, to document, process, and track claims effectively.
Shift Manager
Einstein Bros. Bagels
Dallas, USA
08.2014 - 12.2017
- Bank deposit, prepare food, catering, customer service, train, open/close store, inventory.
- Performed opening and closing procedures, such as counting cash register, restocking, and cleaning.
- Performed opening and closing procedures, such as counting cash register, restocking, and cleaning.
- Built and maintained positive working relationships with co-workers.
- Accurately processed customer payments using cash, credit cards, and checks.
- Developed strong customer service skills by providing efficient and accurate service.
- Managed large amounts of cash accurately during busy hours in a fast-paced environment.
- Counted and balanced the cash drawer at the beginning and end of each shift.
- Enforced store safety and cleanliness standards, reducing hazards.
- Assisted with training and mentoring new team members.
- Operated the POS system efficiently to ensure accurate transactions.
- Maintained inventory and store visual presentation to meet customer needs.
- Kept up to date on new products, services, promotions, and pricing structures.
- Trained new cashiers in the use of cash registers, and processing payments.
- Followed all safety protocols while handling money.
Education
High School Diploma -
Richardson High School
Richardson10-2013
Skills
- Communication Skills: Verbal and Written, Interpersonal, Active Listening
- Team Leadership and Staff Development: Team Building, Employee Relations, Staff Management, Hiring, and Training
- Customer Service Excellence: Customer Relationship Management (CRM), Customer Retention, Complaint Resolution, Telephony
- Operational and Property Management: Operational Knowledge, Property Management, Inventory Control, Vendor Relationship Management, and Employee Scheduling
- Technical and Systems Proficiency: OnQ Systems, Microsoft Office, tech savviness
- Financial Management: Budgeting & Cost Control, Budget Control, Payroll Processing, and Payment Processing
- Critical Thinking & Decision Making: Critical Thinking, Attention to Detail, Multitasking, Time Management
- Health and Safety Compliance: Food Safety and Sanitation
- Bilingual (Spanish/English)
Timeline
Assistant General Manager
Aloft by Marriott
01.2024 - Current
Property General Manager
Hampton Inn & Suites Dallas Central Expy
06.2022 - 01.2024
Dual Assistant General Manager
Hampton Inn & Suites/Hilton Garden Inn Dallas Central Expy
09.2021 - 06.2022
Front Desk Supervisor
Hampton Inn & Suites by Hilton
12.2019 - 09.2021
Claim Associate- Express Bilingual
State Farm
07.2018 - 01.2019
Guest Service Agent
Hampton Inn & Suites By Hilton
08.2017 - 12.2019
Shift Manager
Einstein Bros. Bagels
08.2014 - 12.2017
High School Diploma -
Richardson High School
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