Maria Coutinho
Santa Clara,CA
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Proficient General Manager delivering encouragement and feedback to help employees be successful.
Overview
15
15
years of professional experience
Work History
General Manager
Clarion Inn Silicon Valley
09.2022 - Current
- Reported issues to higher management with great detail.
- Trained and guided team members to maintain high productivity and performance metrics.
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Assisted in recruiting, hiring and training of team members.
- Formulated policies and procedures to streamline operations.
- Managed budget implementations, employee evaluations, and contract details.
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
- Interacted well with customers to build connections and nurture relationships.
- Trained new employees on proper protocols and customer service standards.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures, and technology systems.
- Analyzed market trends and competitor activities to create competitive advantages.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Daily assessment of property
- Monthly meetings with department heads
- Train,Hire and Coach employees
- bi weekly meetings with revenue department
- property level Rate changes to reflect daily supply and demand
- reconciliations of third party reservations
- daily checking of medallia
- promptly handle all charge backs from merchant dispute
- proficient in Choice Advantage, Choice Central & Lanyon
- proficient in any hotel front office shifts and brand procedures
- Knowledge of Microsoft Office and PBX multi line Phones
- Currently participating in Clarion Inn standard operational procedures guide and emergency plan.
General Manager
Comfort Inn
03.2020 - 09.2022
- Reported issues to higher management with great detail.
- Formulated policies and procedures to streamline operations.
- Managed budget implementations, employee evaluations, and contract details.
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
- Mitigated business risks by working closely with staff members and assessing performance.
- Interacted well with customers to build connections and nurture relationships.
- Trained new employees on proper protocols and customer service standards.
- Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organizational growth.
- Developed and maintained relationships with customers and suppliers through account development.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Scheduled employees for shifts, taking into account custo
- Hire,Train and Coached Employees
- disciplinary action and write ups as needed
- Quarterly meetings with all departments
- ordering of supplies, Food & beverage ordering
- oversee a 25 employees
- Payroll completed and on time
- employee evaluations
- updating of employee files
- Choice Medallia promptly responding to guest surveys
- reconciliations of third party reservations and kept website up to date and in compliance
- Kept Comfort Inn Hotel Brand standard and in compliance with a 8.0 LTR
- worked shifts as needed
- insured proper and timely manner of billing on Corporate accounts
- chamber of Commerce updates and tourism within region mer traffic and employee strengths.
Operations Specialist
Engage Hospitality
08.2017 - 12.2019
- Enforced regulatory and company policy compliance to improve workplace and employee safety and readiness.
- Operations Specialist
- Assisted Managers in hotel issues
- property visits to ensure hotel brand compliance and state & federal laws ADA compliance with my section which were to oversee 7 to 10 hotels
- room inspections
- reprimanding managers
- assisted in Hire and Fire
- short and long distance travel & overnight stays as needed
- Interim Manager for Holiday Inn Express Berkeley
- Interim Manager for an Assend Property in Paso Robles The Oaks Hotel
- Interim Manager and re-opening of Holiday Inn Express San Jose
- Interim Manager for Comfort Inn Redwood City
- Interim Manager for Comfort Inn Santa Cruz
- Department meetings
- Corporate Meetings
- Assisted human resources
- Counseled and Coached Managers and their staff.
- Led a class with GM Summit by Engage Hospitality
General Manager
Bay Bridge Inn
05.2016 - 09.2017
- interviewed and hired all staff
- trained staff from maintenance,housekeeping and front desk
- re-designed and decorated all guest rooms to a modern feel and look
- handled all charge backs and guest reviews
- scheduling of all staff
- payroll completed in timely manner
- daily assessment of property and acted accordingly
- changed all websites in regards to bay Bridge Inn to make sure in compliance and accurate current information.
- kept an inventory on all supplies
Front Office Supervisor
Holiday Inn Express
04.2011 - 09.2015
- Developed procedures to establish accurate and organized check-in and check-out processes.
- Prepared reports to assist ownership with key decision making and strategic operational planning.
- Managed files and kept an organized file system
- Coached employees through day-to-day work and complex problems.
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
- supervised front desk and housekeeping
- scheduling
- acting Manager when GM was out of town or country
- ordering of supplies
- worked audit shifts as needed
- kept lobby and front desk area cleaned and stocked
- bank deposits
Reservations Manager
Holiday Inn Express
- Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services, and facilities.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
- Worked closely with front desk to achieve full occupancy of property.
- Handled billing information over phone.
- supervised front desk and housekeeping
- scheduling
- acting Manager when GM was out of town or country
- ordering of supplies
- worked audit shifts as needed
- kept lobby and front desk area cleaned and stocked
- bank deposits
General Manager
Coastside Inn
03.2008 - 02.2011
- Trained new employees on proper protocols and customer service standards.
- Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organizational growth.
- Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures, and technology systems.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Negotiated contracts with vendors and suppliers to obtain best pricing and terms.
- Supervised operations staff and kept employees compliant with company policies and procedures.
Education
GED -
Half Moon Bay High School
Half Moon Bay, CA06.1995
Skills
- Upselling Proficiency
- Team Training
- Coaching and Mentoring
- Budgeting and Cost Control
- Scheduling and Coordinating
My hobbies include cooking, music, golf & gas engines .
I am a karaoke fanatic and love to sing even though I am not at all any good. I love cooking and trying to cook new dishes. A friend introduced golf to me a few years ago and enjoy it very much. Gas Engines well that has been a long time favorite of mine. Since a teenager have always showed interest and learned how to ride motorcycles, tractors and cars. A great stress reliever was gardening if I had a garden still I would be in my garden tending to its needs. I had done gardening with my grandparents as a child and just kept on going with it, Unfortunately, I have moved and no longer have the space or land to be able to continue this.
Languages
Spanish
Native or Bilingual
Portuguese
Native or Bilingual
Timeline
General Manager
Clarion Inn Silicon Valley
09.2022 - Current
General Manager
Comfort Inn
03.2020 - 09.2022
Operations Specialist
Engage Hospitality
08.2017 - 12.2019
General Manager
Bay Bridge Inn
05.2016 - 09.2017
Front Office Supervisor
Holiday Inn Express
04.2011 - 09.2015
General Manager
Coastside Inn
03.2008 - 02.2011
GED -
Half Moon Bay High School
Reservations Manager
Holiday Inn Express
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