Liliana Vorlicek
Hotel General Manager
Denison,TX
Summary
Coordinated Hotel General Manager with more than 20 years of experience working for high-end hotel chains. Diligent team player committed to providing exceptional guest services by directing staff, managing individual and group bookings and resolving common customer service issues. In-depth knowledge of hospitality industry and business administration.
Overview
17
17
years of professional experience
Work History
Hotel General Manager
Comfort Suites
3 2023 - 10.2023
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
- Greeted and assisted guests by gathering information pertaining to reservations or requests.
- Supervised team of 10 front desk agents and helped to resolve issues arising during shifts.
- Increased hotel occupancy rates through effective marketing strategies, partnerships with local businesses, and revenue management techniques.
Hotel General Manager
Hilton
08.2021 - 01.2023
- Successfully converted Independent hotel to Hilton Tapestry collection
- implemented all mandatory Hilton Systems - R & I, PEP
- opened hotel Tapestry bar - implemented POS, created menu, chose wines and beers from North West Wineries
- Oversaw entire remodel 2.2 mil, worked closely with all vendors
- Responsible for revenue management including OTA's
- Daily market rate shopping
- Analyze and generate guest issue, billing, and daily reports, and communicate information to employees and appropriate departments
- Anticipate potential issues by reviewing and monitoring guest complaints, operational issues, business flow and associate performance
- Communicate with all department managers daily
- Complete weekly supply inventories to ensure adequate par levels
- Develop and meet operational budgets and quality goals
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
- Hired and trained new employees, demonstrating best methods for serving clients and guests.
- Developed comprehensive budget plans, closely monitoring expenses and optimizing cost-saving opportunities.
Hotel General Manager
Fairfield Inn And Suites
07.2019 - 01.2021
- Adhere to all systems and controls of the front office and appropriate areas of responsibilities
- Developed comprehensive budget plans, closely monitoring expenses and optimizing cost-saving opportunities.
- Maximized revenue generation through strategic room pricing, inventory management, and upselling techniques at the front desk.
- Analyze and generate guest issue, billing, and daily reports, and communicate information to employees and appropriate departments
- Anticipate potential issues by reviewing and monitoring guest complaints, operational issues, business flow and associate performance
- Assist and/or lead revenue management with the implementation and execution of programs to ensure the hotel's room occupancy and average daily rate (A.D.R.) objectives are met
Hotel General Manager
Comfort Suites O'Hare
05.2016 - 06.2019
- Anticipate potential issues by reviewing and monitoring guest complaints, operational issues, business flow and associate performance
- Assist and/or lead revenue management with the implementation and execution of programs to ensure the hotel's room occupancy and average daily rate (A.D.R.) objectives are met
- Booked large groups for weddings, seminars, conferences, and other events, providing best available room rates.
- Developed comprehensive budget plans, closely monitoring expenses and optimizing cost-saving opportunities.
- Oversaw renovations and refurbishments, ensuring minimal disruption to guests while enhancing overall property aesthetics and functionality.
- Oversaw 3.000 000 USD PIP
- Developed and implemented promotional strategies to increase occupancy.
Hotel General Manager
Holiday Inn Oakbrook
02.2012 - 04.2016
- Analyze and generate guest issue, billing, and daily reports, and communicate information to employees and appropriate departments
- Anticipate potential issues by reviewing and monitoring guest complaints, operational issues, business flow and associate performance
- Assist and/or lead revenue management with the implementation and execution of programs to ensure the hotel's room occupancy and average daily rate (A.D.R.) objectives are met
- Communicate with front office staff to discuss and implement strategies to continually improve customer satisfaction, occupancy levels and revenues
- Construct department schedules and control productivity
- Develop and meet operational budgets and quality goals
- Ensure Hotel's policies and security requirements are met
- Handle all guest complaints, maintaining a satisfactory impression with the guest on resolving any complaints
- Inspect rooms and ensure cleanliness and maintenance goals are met
- Research, track and interpret financial and operational plans for the rooms department to include in the annual hotel budgets.
- Maximized revenue generation through strategic room pricing, inventory management, and upselling techniques at the front desk.
Hotel General Manager
Holiday Inn Express Kc Sports Complex
02.2006 - 01.2012
- Successfully opened new build
- Analyze and generate guest issue, billing, and daily reports, and communicate information to employees and appropriate departments
- Anticipate potential issues by reviewing and monitoring guest complaints, operational issues, business flow and associate performance
- Assist and/or lead revenue management with the implementation and execution of programs to ensure the hotel's room occupancy and average daily rate (A.D.R.) objectives are met
- Complete weekly supply inventories to ensure adequate par levels
- Construct department schedules and control productivity
- Develop and meet operational budgets and quality goals
- Ensure Hotel's policies and security requirements are met
- Handle all guest complaints, maintaining a satisfactory impression with the guest on resolving any complaints.
Education
Bachelor of Science -
National American University - Rapid City
Rapid City, SD 04.2001 -
Skills
Accounting
Guest experiences
Hospitality Management
Guest satisfaction
Maximizing profits
Forecasting
Financial statement management
Financial management
Expense management
Employee scheduling
Contract negotiation
Budgeting
Accounts receivable
Accounting
Languages
Czech
Native or Bilingual
English
Full Professional
Timeline
Hotel General Manager
Hilton
08.2021 - 01.2023
Hotel General Manager
Fairfield Inn And Suites
07.2019 - 01.2021
Hotel General Manager
Comfort Suites O'Hare
05.2016 - 06.2019
Hotel General Manager
Holiday Inn Oakbrook
02.2012 - 04.2016
Hotel General Manager
Holiday Inn Express Kc Sports Complex
02.2006 - 01.2012
Bachelor of Science -
National American University - Rapid City
04.2001 -
Hotel General Manager
Comfort Suites
3 2023 - 10.2023