Leah Sapienza
Crown Point,IN
Summary
Dedicated hospitality professional with a history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
17
17
years of professional experience
Work History
General Manager
Holiday Inn Express and Suites
11.2019 - Current
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
- Maximized operational excellence mentoring personnel on management principles, industry practices, and company procedures.
- Drove year-over-year business growth while leading operations, strategic vision, and long-range planning.
- Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organizational growth.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
Sales Manager
Vision Hospitality
09.2019 - 11.2019
- Maintained relationships with customers and found new ones by identifying needs and offering appropriate services.
- Handled customer relations issues, enabling quick resolution, and client satisfaction.
- Attended industry events and conventions to expand sales opportunities.
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
- Built relationships with customers and community to establish long-term business growth.
- Managed accounts to retain existing relationships and grow share of business.
Executive Housekeeper
Vision Hospitality
04.2019 - 08.2019
- Maintained excellent relationship with cleaning staff while merging lines of communication with front desk employees to achieve timely execution of cleaning duties.
- Participated in and organized regular safety training initiatives to maintain cleaning staff that was cautious around cleaning supplies and highly professional.
- Consistently responded to cleaning emergencies on behalf of guests with speed, ease and confidentiality.
- Inspected facility cleaning and maintenance to prevent mistakes and maintain quality service.
- Streamlined weekly cleaning schedule for 15 employees.
Assistant General Manager
Ascent
08.2018 - 04.2019
- Ensured that all franchise and company procedures and regulations as well as standard operating procedures were adhered to
- Maintained full compliance to the companies operating controls, procedures and service standards
- Built strong working relationships and communications with staff to ensure maximum operating effectiveness
- Motivated, trained, and disciplined employees to maximize performance.
- Handled cash accurately and prepared deposits.
- Enforced quality assurance protocols to deliver ideal customer experiences.
- Managed budget implementations, employee reviews, training, and schedules
- Resolved problems promptly to elevate customer approval.
- Managed team schedule with eye for coverage needs and individual strengths.
- Analyzed customer feedback data to identify areas of improvement and develop solutions.
- Implemented innovative programs to increase employee loyalty and reduce turnover.
Sales
General Hotels Corporation
02.2018 - 08.2018
- Handled all inside sales calls and non corporate inquiries for Homewood Suites and Hampton Inn
- Ensured that details for meetings, groups and events were carried out
- Worked with the In-Revenue Management team to maximize revenues for both hotel using OnQ R&I
- Created sales reports for management staff, using data from reports to create sales forecasts.
- Guided sales prospects on property tours and followed up with targeted sales presentations.
- Drafted sales contracts and warranty documents to facilitate sales transactions.
- Partnered with sales leaders to set strategies, sales targets and quotas.
Training
Aspire
01.2008 - 04.2018
- Identified developmental and training needs of reservation agents through real time coaching.
- Used developed sales process model to convert inquiries into sales
- Improved techniques and form by training consistently.
- Worked 30 to 50 calls a month
Front Desk Supervisor
Stroudsmoor Country Inn
07.2014 - 07.2015
- Coordinated with room service, housekeeping, maintenance, and security to meet all guest needs.
- Collected room deposits, fees, and payments.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Resolved guest issues with rooms or reservations with knowledgeable and friendly service.
- Checked guests in out of hotel, made reservations, and processed payments.
Education
Associate of Arts - Hospitality Management
Raritan Valley Community College
Somerville, NJ05.1995
Skills
- Accounts Receivable
- Profit and Loss Analysis
- Revenue Management
- Windows
- OnQ
- Opera
- HotelKey
- Proactivity
- Budget and sales forecasts
- Human resources management
- Leadership and team building
- Multimillion-dollar P&L management
- Problem resolution
- Operations management
- Team player
Timeline
General Manager
Holiday Inn Express and Suites
11.2019 - Current
Sales Manager
Vision Hospitality
09.2019 - 11.2019
Executive Housekeeper
Vision Hospitality
04.2019 - 08.2019
Assistant General Manager
Ascent
08.2018 - 04.2019
Sales
General Hotels Corporation
02.2018 - 08.2018
Front Desk Supervisor
Stroudsmoor Country Inn
07.2014 - 07.2015
Training
Aspire
01.2008 - 04.2018
Associate of Arts - Hospitality Management
Raritan Valley Community College
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