Margarita Oliva
Los Angeles,CA
Summary
Serviced-focused General Manager dedicated to delivering positive customer experiences to promote loyalty and repeat business. Orchestrates optimal resource utilization to handle expected operational needs. Sales leader with sound judgment, good planning abilities and interpersonal communication strengths. Customer-oriented General Manager with 22 years of experience focused on increasing revenues and expanding margin. Adaptive and deadline-oriented consistently executes and completes multiple projects in high-stress environments. Meticulous leader and strategic planner with comprehensive managerial acumen, offering vision and motivational acumen.
Overview
22
22
years of professional experience
Work History
General Manager
Inn At Venice Beach - Pacifica Hotel Company
Venice, CA
05.2005 - Current
- Managed budget implementations, employee reviews, training, schedules and contract negotiations.
- Developed and maintained relationships with customers and suppliers through account development.
- Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures and technology systems.
- Implemented operational strategies and effectively built customer and employee loyalty.
- Organized budgets, oversaw P&Ls and achieved margin targets consistently to stay on track with growth plans.
- Reduced costs, managed delivery schedules and performed risk analysis to improve overall profitability.
- Drove year-over-year business growth while leading operations, strategic vision and long-range planning.
- Set, enforced and optimized internal policies to maintain responsiveness to demands.
- Assessed reports to evaluate performance, develop targeted improvements and implement changes.
- Delivered business strategy and developed systems and procedures to improve operational quality and team efficiency
- Enhanced operational efficiency and productivity by managing budgets, accounts and costs.
Assistant General Manager
Holiday Inn Express - Pacifica Hotel Company
Marina Del Rey, CA
05.2004 - 05.2005
- Resolved problems promptly to elevate customer approval.
- Handled cash accurately and prepared deposits.
- Motivated, trained and disciplined employees to maximize performance.
- Managed team schedule with eye for coverage needs and individual strengths.
- Maintained secure cash drawers, promptly resolving discrepancies in daily totals.
- Enforced quality assurance protocols to deliver ideal customer experiences.
- Mentored and motivated team members to achieve challenging business goals.
- Managed budget implementations, employee reviews, training, schedules and contract negotiations.
- Taught staff strategies for completing work and smoothly carrying out senior management directives.
- Oversaw inventory by ordering precise quantities of stock and executing corrective actions to drive profitability.
Guest Service Supervisor
Holiday Inn Express - Pacifica Hotel Company
Marina Del Rey, CA
02.2003 - 04.2004
- Trained junior team members in customer service strategies and property policies.
- Reviewed upcoming events and planned for expected challenges.
- Maintained high employee satisfaction and performance with hands-on and collaborative style.
- Set and managed policies for concierge services and guest relations.
- Developed and implemented strategies to improve guest experiences and build loyalty.
- Coordinated arrivals and departures of VIPs.
- Checked guests into and out of hotel.
- Took notes on long-term and return customers in order to deliver personalized customer treatment and service.
- Applied sales skills to maintain full hotel occupancy.
- Generated daily reports for Assistant General Manager.
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
- Oversaw day-to-day operations of 68-room hotel with staff of 20 employees.
Guest Service Representative
Holiday Inn Express - Pacifica Hotel Company
Marina Del Rey, CA
08.2000 - 01.2003
- Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Took reservations over phone and through email, recording guest information in computer system and verifying details.
- Collaborated with team members to handle guest requirements from check-in through check-out.
- Collected room deposits, fees and payments.
- Delivered above-and-beyond service to guests by making outside venue reservations and setting up tours.
- Communicated problems regarding guest rooms to housekeeping services and maintenance personnel.
- Ran reports detailing daily guest numbers, accounting expenses and income and room service usage.
- Assisted guests by furnishing information and directions to local area, beach and dining options.
- Remedied issues quickly and effectively through active listening, conflict resolution and dynamic communication skills.
- Facilitated visitor requests for dining and tourist attractions by researching various venues and locales.
Education
No Degree - Business Administration And Management
California State University, Fullerton
Fullerton, CAHigh School Diploma -
USC MaST Magnet High School
Los Angeles, CA06.1998
Skills
- Business Leadership
- Hiring and Onboarding
- Problem Anticipation and Resolution
- Finance and Accounting Oversight
- Human Resources Oversight
- Records Organization and Management
- Financial Statement Review
- Performance Monitoring and Evaluation
- Maximizing Profitability
- Profit and Loss Control
- P&L Responsibility
- Payroll Administration and Timekeeping
- Price Structuring
Timeline
General Manager
Inn At Venice Beach - Pacifica Hotel Company
05.2005 - Current
Assistant General Manager
Holiday Inn Express - Pacifica Hotel Company
05.2004 - 05.2005
Guest Service Supervisor
Holiday Inn Express - Pacifica Hotel Company
02.2003 - 04.2004
Guest Service Representative
Holiday Inn Express - Pacifica Hotel Company
08.2000 - 01.2003
No Degree - Business Administration And Management
California State University, Fullerton
High School Diploma -
USC MaST Magnet High School
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