Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Julio C. Sanchez

Somerset,USA

Summary

To obtain a challenging position in which my interpersonal skills and work experience can be effectively utilized to contribute in the development and growth of the company.

Diligent General Manager with solid background in managing daily operations and team leadership. Proven ability to streamline processes and enhance customer satisfaction. Demonstrated expertise in staff training and conflict resolution.

Overview

25
25
years of professional experience

Work History

Assistant General Manager

Hotel 48 Lex
06.2022 - Current
  • Streamlined operations by implementing process improvements, enhancing efficiency across departments.
  • Increased employee engagement by fostering a positive work environment through open communication channels and regular performance feedback.
  • Conducted regular performance reviews, setting achievable targets for employees'' professional development while ensuring accountability towards individual goals.
  • Mentored junior staff, fostering a culture of continuous improvement and professional development within the team.
  • Analyzed operational workflows, identifying bottlenecks and proposing solutions to enhance productivity and service delivery.
  • Enhanced customer satisfaction with timely resolutions of issues and effective communication strategies.
  • Fostered relationships with vendors to negotiate contracts and maintain quality supplies.

Assistant General Manager

Hilton Garden Inn- Chelsea
01.2021 - 06.2022
  • Analyzed customer feedback to implement strategic enhancements in service delivery.
  • Led team training initiatives, fostering a culture of excellence and continuous improvement.
  • Coordinated staff scheduling, ensuring optimal coverage during peak periods for seamless operations.
  • Oversaw budgeting processes, monitoring expenses to align with financial goals and improve profitability.
  • Implemented performance metrics to assess staff productivity and identify areas for development.
  • Motivated, trained, and disciplined employees to maximize performance.
  • Resolved problems promptly to elevate customer approval.
  • Monitored facility maintenance needs, coordinating repairs and upgrades as necessary to keep operations running smoothly.

Director of Operations/Interim General Manager

Hotel Hayden
12.2016 - 12.2021
  • Defined, implemented, and revised operational policies and guidelines.
  • Developed and executed strategic plans to achieve organizational goals and drive sustainable growth.
  • Led cross-functional teams for successful completion of projects, resulting in increased productivity.
  • Achieved team goals through formalized training plans, coaching, and performance management.
  • Contributed to talent acquisition efforts by participating in recruitment activities, identifying top candidates and facilitating smooth onboarding processes.
  • Spearheaded negotiation of cost-effective contracts with suppliers, significantly reducing operational expenses without compromising on quality.

Housekeeping Manager

Hotel Hugo
12.2015 - 12.2016
  • Directed housekeeping operations to ensure high standards of cleanliness and guest satisfaction.
  • Oversaw inventory management of cleaning supplies and equipment, maintaining optimal stock levels.
  • Collaborated with maintenance teams to address facility issues promptly, ensuring a safe environment for guests.
  • Evaluated vendor contracts and negotiated terms to optimize service delivery and cost management.
  • Conducted regular inspections of guest rooms and public areas, ensuring compliance with brand standards and policies.
  • Enhanced overall guest satisfaction by implementing thorough cleanliness and maintenance programs.
  • Collaborated with other department managers to achieve seamless coordination between housekeeping services and hotel operations overall.
  • Reduced operational costs with effective budget management, inventory control, and vendor negotiations.
  • Addressed customer feedback and complaints to maximize satisfaction.
  • Recommended or arranged for painting, repair work, renovations and replacement of furnishings and equipment.
  • Supervised team of housekeeping and janitorial workers to meet highest quality of cleanliness and safety standards.

Assistant Revenue Manger/Reservations Supervisor

Hotel Hugo
05.2014 - 12.2015
  • Supervised daily operations of reservations team, ensuring exceptional customer service standards.
  • Assisted in budget preparation and expense management for the reservations department, supporting fiscal responsibility initiatives within the organization.
  • Analyzed reservation trends and provided recommendations for strategic planning purposes.
  • Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
  • Handled billing information over phone.
  • Provided customers with information about availability and pricing.
  • Resolved various issues and discrepancies for customers.
  • Generated and reported performance metrics to management to inform decision-making.

Customer Service Representative

British Airways
11.2013 - 05.2015
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Responded to customer requests for products, services, and company information.
  • Contributed to sales growth by upselling products and services based on individual customer requirements.
  • Boosted team morale by consistently recognizing colleagues' contributions and achievements.

Reservation Supervisor

Denihan Hospitality Group
09.2010 - 09.2012
  • Managed reservation processes, ensuring accuracy and efficiency in booking systems.
  • Trained and mentored staff on customer service protocols and reservation software usage.
  • Analyzed reservation trends to identify opportunities for revenue enhancement initiatives.
  • Oversaw daily operations, ensuring compliance with company policies and procedures.
  • Managed a team of reservation agents, providing ongoing training and support to ensure quality performance.
  • Improved customer satisfaction by efficiently handling reservation inquiries and providing exceptional service.
  • Implemented effective upselling techniques to maximize revenue per booking.
  • Maintained knowledge of property offerings and local attractions, providing personalized recommendations for guests'' needs and preferences.

Executive Sales Agent

Denihan Hospitality
12.2002 - 09.2012
  • Responsible for the processing, modifications and cancellations of all reservations. Handled 75 to 125 calls per day and prioritized customer’s needs accordingly. Maintained highest level of services for Executive Accounts. Update flight information for terminal personnel and business travelers. Maintain updated communication with passengers during delay or temporary suspension of travel.

Assistant Revenue Manager

Beekman Tower Hotel
05.2006 - 08.2008
  • Developed and implemented pricing strategies to optimize revenue streams and enhance market competitiveness.
  • Analyzed historical data and market trends to forecast demand and adjust pricing models accordingly.
  • Conducted regular audits of inventory systems to ensure accuracy in room availability and pricing structures.
  • Utilized advanced revenue management systems to monitor performance metrics and adjust strategies in real-time.
  • Established key performance indicators (KPIs) to evaluate revenue growth opportunities across various market segments.
  • Increased revenue by implementing effective pricing strategies and monitoring market trends.
  • Enhanced profitability by conducting regular competitor analysis and adjusting pricing accordingly.
  • Developed dynamic pricing models, capturing additional revenue opportunities from fluctuating markets.

Reservations Sales Agent

Denihan Hospitality
01.2001 - 12.2002
  • Responsible for processing transient reservations via phone and/or email; processed and ran sales reports for the morning meetings with staff and supervisors. Answered and processed 150 calls per day and generated over $275,000 revenue per month. Assisted reservation agents with weekly reservation reports.
  • Managed inbound reservation inquiries, providing exceptional customer service and product knowledge.
  • Utilized booking software to process reservations accurately and efficiently.
  • Ensured timely responses to guest inquiries via phone, email, or online chat platforms, providing exceptional customer service throughout each interaction.

Education

John V. Lindsay Wildcat Academy
New York, NY
06.2000

Skills

  • Efficient in multiple operating systems such as but not limited to: CLS, Opera, Delphi, Synxis, Infor HMS, Epitome, EZ Yield and MS Office Technical proficiency in operating multiline phone systems, copiers, printers and computers Bilingual: read, write and speak Spanish fluently
  • Operational efficiency
  • Workforce planning
  • Scheduling coordination
  • Facilities management
  • Training and mentoring
  • Policy enforcement
  • Compliance monitoring
  • Business forecasting
  • Budget tracking
  • Problem-solving
  • Reliability
  • Staff management
  • Operations management
  • Employee relations

Languages

Spanish
Native or Bilingual
English
Native or Bilingual

Timeline

Assistant General Manager

Hotel 48 Lex
06.2022 - Current

Assistant General Manager

Hilton Garden Inn- Chelsea
01.2021 - 06.2022

Director of Operations/Interim General Manager

Hotel Hayden
12.2016 - 12.2021

Housekeeping Manager

Hotel Hugo
12.2015 - 12.2016

Assistant Revenue Manger/Reservations Supervisor

Hotel Hugo
05.2014 - 12.2015

Customer Service Representative

British Airways
11.2013 - 05.2015

Reservation Supervisor

Denihan Hospitality Group
09.2010 - 09.2012

Assistant Revenue Manager

Beekman Tower Hotel
05.2006 - 08.2008

Executive Sales Agent

Denihan Hospitality
12.2002 - 09.2012

Reservations Sales Agent

Denihan Hospitality
01.2001 - 12.2002

John V. Lindsay Wildcat Academy

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