Katya Tkemaladze

Operations Manager
Courtyard by Marriott, Tbilisi , Georgia

• Directed daily operations of a 118- room hotel, overseeing Front Office, Housekeeping, Engineering, and F&B departments to ensure seamless guest experiences and operational excellence.
• Improved guest satisfaction scores through team training, service recovery strategies, and enhanced SOP compliance.
• Led recruitment, training, and performance management for a team of 90 + associates;
• Developed and implemented cost-control measures that decreased departmental expenses while maintaining service quality and brand standards.
• Produced and analyzed key financial and operational reports including RevPAR, ADR, labor productivity, and market share to support strategic planning and ownership updates.
• Strengthened cross-departmental communication and team engagement, resulting in higher associate satisfaction and more efficient workflows.
• Maintained full compliance with Marriott brand standards, local regulations, and audit requirements.
• Proficient in Opera PMS, MGS, OneSource, and CI/TY systems; utilized data-driven decision-making to guide revenue strategies and resource allocation.

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• Led the crew in delivering a bold, playful guest experience aligned with the Moxy brand's lifestyle-focused service philosophy.
• Acted as the property’s guest experience ambassador, engaging with guests during check-in, bar service, and social spaces to create memorable, personalized stays.
• Trained and coached a team of 30+ Crew Members, driving service consistency, brand knowledge, and a fun, approachable atmosphere across shifts.
• Supported hotel operations by coordinating closely with Housekeeping, Engineering, and F&B teams to ensure timely room readiness and seamless guest flow.
• Handled guest issues and feedback with confidence and creativity, maintaining high satisfaction scores and positive online reviews.
• Managed daily shift operations, including cash handling, room assignments, upselling initiatives, and audit procedures using Opera PMS.