Justina Le
Round Rock,TX
Summary
Proven leader in hospitality management, adept at revenue optimization and transformational leadership, demonstrated at Bunkhouse Group | Hyatt Lifestyle. Excelled in elevating guest experiences and streamlining operations, ensuring profitability and team growth. Skilled in performance analysis and fostering a growth mindset, significantly enhancing service standards and operational efficiency.
Overview
6
6
years of professional experience
Work History
Director of Rooms
Bunkhouse Group | Hyatt Lifestyle
Austin, TX
07.2024 - Current
- Oversaw budgeting process for Rooms Division departments; monitored labor costs and other expenses to ensure maximum profitability
- Conducted leadership training with Rooms Division leaders
- Provided leadership support during periods of high volume activity; maintained an environment conducive to excellent customer service
- Oversaw recruiting, interviews and new employee hiring
- Ensured compliance with all safety protocols relating to hotel operations; conducted regular safety inspections
Operations Manager
Hotel Magdalena
Austin, USA
03.2023 - Current
- Lead initiatives to become Travel + Leisure Best Hotel in Austin
- Developed L&D process and procedures for front office, valet, and condo concierge
- Generated efficient SOP's to streamline protocols adhering to guidelines derived from FORBES hospitality standards
- Created VIP Program that curates guest experience with local businesses and attraction
- Elevated guest experience through personalized guest engagement and anticipatory service
Assistant Front Office Manager
Fairmont Austin
Austin, USA
06.2022 - 03.2023
- Golden Acorn award winner
- Improved office operations by setting ambitious team goals, and monitoring performance
- Stimulated team performance with a motivational, forward-thinking mindset focused on job satisfaction and skills knowledge
- Manages room control tasks and balances the house of more than 1,000 rooms
- Monitored office inventory and labor
- Meet and greet VIP arrivals, ensuring their requests and needs are met with outstanding service
Front Office Manager
Hilton Garden Inn Austin Downtown Convention Center
Austin, USA
12.2021 - 07.2022
- Coordinated office workflow with diligent scheduling, task delegation, and resource management
- Organized and maintained front office appearance and cleanliness
- Resolved customer complaints and answered customers' questions regarding policies and procedures
- Preserved customer loyalty by quickly and completely resolving complaints
- Motivated employees to continuously grow knowledge and enhance abilities
- Improved staff performance through continuous monitoring and training updates
- Empowered employees to independently resolve problems and disputes
Assistant Front Office Manager
DoubleTree Suites by Hilton Austin Downtown
Austin, USA
06.2019 - 11.2021
- Balanced external and internal requirements, keeping customers satisfied while preventing overwork of office employees
- Improved office operations by setting ambitious team goals and monitoring performance
- Stimulated team performance with motivational, forward-thinking mindset focused on job satisfaction and skills knowledge
- Directed team of 13 office personnel, recruiting, hiring, and training well-qualified team members
- Coordinated office workflow, including task delegation
- Tracked office supply usage, approved requisitions for requested supplies, and completed purchasing functions to maintain inventory
Education
Masters - Psychology
Walden University
Minneapolis, Minnesota05.2021
Bachelor of Arts (B.A.) - Business Management
Texas State University
San Marcos, Texas12.2016
Skills
- Performance analysis
- Transformational leadership
- Growth mindset
- Revenue optimization
Languages
Tagalog
Native/ Bilingual
Visayan
Native/ Bilingual
Timeline
Director of Rooms
Bunkhouse Group | Hyatt Lifestyle
07.2024 - Current
Operations Manager
Hotel Magdalena
03.2023 - Current
Assistant Front Office Manager
Fairmont Austin
06.2022 - 03.2023
Front Office Manager
Hilton Garden Inn Austin Downtown Convention Center
12.2021 - 07.2022
Assistant Front Office Manager
DoubleTree Suites by Hilton Austin Downtown
06.2019 - 11.2021
Masters - Psychology
Walden University
Bachelor of Arts (B.A.) - Business Management
Texas State University
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