Kathrina Franco
Silver Spring,MD
Summary
Polished hotel manager offering excellent communication skills. Dynamic and personable and well-versed in coordinating with various resort departments. Successful experience as manager for high-end hotel. Highly energetic hotel manager with more than 10 years of experience working in hospitality industry. Successful background with mid-range hotels providing unforgettable service to guests and clients.
Overview
10
10
years of professional experience
Work History
Task Force Leader
Strategic Solution Partners
04.2020 - Current
- Hired and trained new employees, demonstrating best methods for serving clients and guests.
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
- Monitored and evaluated performance of personnel to confirm compliance with standards.
- Increased customer service ratings through personable service.
- Developed and implemented marketing strategies to promote hotel services.
- Developed and implemented strategies to optimize operational efficiency and maximize profits.
- Analyzed and evaluated business data to identify opportunities for improvement.
- Managed day-to-day operations of lodging facility, scheduling staff and overseeing budgets.
- Implemented successful strategies to increase customer satisfaction.
- Created and managed accurate occupancy forecasts and budgets.
- Analyzed financial performance of property and adjusted strategies or processes as needed to improve outcomes.
- Developed and implemented promotional strategies to increase occupancy.
Hotel Sales Manager
Courtyard By Marriott
11.2017 - 03.2020
- Attended and participated in conferences and trade shows to generate new leads, network and drive business.
- Exceeded sales quotas and increased profitability through effective sales strategy and business planning.
- Implemented and created promotions to stimulate repeat business and attract new business travel accounts.
- Created hotel awareness through social media campaigns.
- Facilitated business by implementing practical networking techniques.
- Collaborated cross-functionally with headquarters, regional and other teams nationally to maintain consistent message and experience.
Hotel Operations Manager
Residence Inn Marriott
06.2016 - 10.2018
- Participated in financial activities such as setting room rates, establishing budgets and allocating funds to departments.
- Supervised team of 20 front desk agents, bar tenders, kitchen staff and helped to resolve issues arising during shifts.
- Hired and trained new employees, demonstrating best methods for serving clients and guests.
- Established and upheld high standards, promoting great customer service and assistance to guests.
- Managed day-to-day operations of lodging facility, scheduling staff and overseeing budgets.
- Oversaw day-to-day operations of 168 room hotel with staff of 50 employees.
- Created and managed accurate occupancy forecasts and budgets.
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
- Solicited and reviewed guest feedback and promptly resolved complaints.
- Maintained well-regarded concierge services to provide guests with assistance and convenient information about local attractions.
Assistant General Manager
Courtyard By Marriott
04.2015 - 05.2016
- Handled cash accurately and prepared deposits.
- Motivated, trained, and disciplined employees to maximize performance.
- Resolved problems promptly to elevate customer approval.
- Managed team schedule with eye for coverage needs and individual strengths.
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
- Assisted in recruiting, hiring and training of team members.
- Interacted well with customers to build connections and nurture relationships.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Implemented innovative programs to increase employee loyalty and reduce turnover.
Front Desk Agent
Residence Inn Marriott
09.2013 - 04.2015
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Collected room deposits, fees, and payments.
- Answered customer telephone calls promptly and appropriately handled needs.
- Used internal software to process reservations, check-ins and check-outs.
- Implemented marketing and promotional initiatives to increase occupancy.
- Liaised with housekeeping staff to verify service and maintenance of hotel standards.
- Prepared reports on guest satisfaction levels and other metrics.
- Used quick response and dynamic service skills to build relationships with guests and improve guest retention rate.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Kept accounts in balance and ran daily reports to verify totals.
- Contacted housekeeping staff and maintenance department to resolve issues with guest rooms.
Education
Associate of General Studies - General Studies
Montgomery College
Rockville, MDSkills
- Quality Assurance
- Outstanding Communication Skills
- Budget Implementation
- Employee Performance Reviews
- Mentoring
- Office Meetings
- Safety Procedures
- Policies and Procedures
- Guest Experiences
- Rooms Division
- Brand Loyalty
- Staff Training
- Strategic Planning
Timeline
Task Force Leader
Strategic Solution Partners
04.2020 - Current
Hotel Sales Manager
Courtyard By Marriott
11.2017 - 03.2020
Hotel Operations Manager
Residence Inn Marriott
06.2016 - 10.2018
Assistant General Manager
Courtyard By Marriott
04.2015 - 05.2016
Front Desk Agent
Residence Inn Marriott
09.2013 - 04.2015
Associate of General Studies - General Studies
Montgomery College
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