Open To Work
Lawrence Loy
San Diego,CA
Work Preference
Summary
Dynamic Operations Manager with a proven track record at Empress Hotel, excelling in team leadership and inventory management. Enhanced guest satisfaction through strategic staff training and streamlined processes, achieving significant improvements in service efficiency. Adept at implementing policies and fostering client relationships to drive operational success.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Operations Manager
Empress Hotel
La Jolla, CA
01.2020 - 09.2025
- Streamlined daily operations to elevate guest satisfaction and improve service efficiency.
- Directed inventory management processes to ensure optimal stock levels and reduce waste.
- Developed and implemented standard operating procedures to enhance service delivery consistency.
- Directed compliance initiatives with health and safety regulations to uphold a secure environment for guests and staff.
- Led cross-functional teams to optimize process workflows and drive operational efficiency.
- Directed operations staff to enforce compliance with company policies and procedures.
- Directed inventory management and supply chain operations to guarantee timely and precise delivery of goods and services.
- Oversaw recruitment, onboarding, and training initiatives to align with organizational objectives.
Assistant General Manager
Empress Hotel
La Jolla, CA
01.2017 - 01.2020
- Partnered with management to implement targeted service improvements aimed at enhancing guest experiences.
- Developed and executed training programs focused on improving operational effectiveness among front-line staff.
- Collaborated in formulating budget plans and financial forecasts aimed at optimizing resource allocation strategies.
- Directed daily operations to uphold compliance with established industry standards and regulations.
- Managed logistics and vendor relationships for special events to facilitate smooth operations and enhance participant satisfaction.
- Analyzed guest feedback to enhance service quality and elevate customer satisfaction.
- Established mentorship initiatives aimed at developing junior staff skills and cultivating a commitment to continuous learning.
- Executed accurate cash transactions and structured deposits to maintain financial accountability.
- Worked alongside general manager to implement strategies aimed at enhancing brand recognition and increasing revenue.
Front Desk Manager
Empress Hotel
La Jolla, CA
09.2014 - 01.2017
- Managed front desk operations to ensure seamless guest check-in and check-out processes.
- Trained and supervised front desk staff, enhancing team performance and service quality.
- Resolved guest inquiries and complaints promptly, maintaining high levels of customer satisfaction.
- Implemented efficient scheduling for front desk personnel to optimize coverage during peak hours.
- Oversaw billing procedures, ensuring accuracy in transactions and adherence to hotel policies.
- Maintained comprehensive knowledge of hotel services, facilitating informed recommendations to guests.
- Collaborated with management on promotional strategies to boost occupancy rates and revenue streams.
- Conducted regular audits of front desk operations, identifying areas for process improvement and training needs.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Trained new staff on correct procedures, compliance requirements, and performance strategies.
- Responded to telephone, email and in-person inquiries regarding reservations, hotel information and guest concerns.
- Kept accounts in balance and ran daily reports to verify totals.
- Oversaw daily cash reconciliations, maintaining accurate financial records for the front desk department.
- Checked guests in out of hotel, made reservations, and processed payments.
- Streamlined check-in and check-out processes for a smoother guest experience.
- Managed team schedules, ensuring adequate staffing levels for optimal front desk operations.
Night Auditor
Empress Hotel
La Jolla, CA
01.2014 - 09.2014
- Managed nightly financial transactions and reconciled discrepancies in cash and credit reports.
- Conducted thorough audits of guest accounts, ensuring accuracy and compliance with hotel policies.
- Provided exceptional customer service by addressing guest inquiries and resolving issues promptly.
- Coordinated with front desk staff to facilitate smooth check-in/check-out processes during peak hours.
- Completed night audit for guest ledgers to close bank and cash registers, reconciling issues quickly, and marking discrepancies.
- Oversaw night auditing of daily room occupancy and hotel revenue.
- Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
- Maintained accurate financial records by diligently balancing daily revenue reports and identifying discrepancies.
- Demonstrated proficiency in various software systems used for reservation management, billing adjustments, and report generation.
- Prepared detailed end-of-shift reports, highlighting noteworthy incidents or areas requiring improvement for management review.
- Utilized strong problem-solving skills while handling any logistical challenges that arose throughout the course of nightly duties.
- Provided exceptional customer service to overnight guests, addressing inquiries, and offering assistance as needed.
Front Desk Manager
Padre Trail Inn
San Diego, CA
06.2010 - 12.2013
- Oversaw daily hotel operations to ensure exceptional guest experiences and service quality.
- Developed and implemented training programs for staff, enhancing team performance and service delivery.
- Managed budgetary allocations, optimizing resource usage while maintaining high operational standards.
- Established effective communication channels between departments to improve workflow and efficiency.
- Conducted regular inspections of facilities to uphold compliance with health and safety regulations.
- Led recruitment efforts, selecting qualified candidates that aligned with hotel's service-focused culture.
- Fostered relationships with vendors to negotiate contracts, ensuring competitive pricing and quality supplies.
- 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.
- Conducted regular staff performance evaluations, identifying areas for improvement and providing constructive feedback.
- Established a positive work culture that promoted teamwork, collaboration, and employee morale.
- Implemented revenue management strategies to maximize room rates, occupancy levels, and overall profitability.
- Ensured compliance with all local, state, and federal regulations related to hotel operations and licensing requirements.
- Managed front desk operations to ensure seamless guest check-in and check-out processes.
- Trained and supervised front desk staff, enhancing team performance and service quality.
- Resolved guest inquiries and complaints promptly, maintaining high levels of customer satisfaction.
- Oversaw billing procedures, ensuring accuracy in transactions and adherence to hotel policies.
- Collaborated with management on promotional strategies to boost occupancy rates and revenue streams.
Education
Associate of Science - Finance & Marketing
Washtenaw Community College
Ann Arbor, MICertification
Food Handlers Manager Certificate
First Aid , CPR & AED certification
Timeline
Operations Manager
Empress Hotel
01.2020 - 09.2025
Assistant General Manager
Empress Hotel
01.2017 - 01.2020
Front Desk Manager
Empress Hotel
09.2014 - 01.2017
Night Auditor
Empress Hotel
01.2014 - 09.2014
Front Desk Manager
Padre Trail Inn
06.2010 - 12.2013
Associate of Science - Finance & Marketing
Washtenaw Community College
Skills
Problem-solving
Team leadership
Operations management
Customer service
Inventory management
Planning and implementation
Staff development
Policies and procedures implementation
Client relationships
Delegation