Summary
Overview
Work History
Education
Skills
Hobbies and Interests
Timeline
Generic

Michel Stephens

San Antonio,TX

Summary

Experienced with operational management and team leadership. Utilizes strong organizational skills to enhance productivity and customer satisfaction. Track record of implementing effective strategies for staff development and operational improvement.

Overview

11
11
years of professional experience

Work History

Assistant General Manager

Hillside Boutique Hotel
03.2023 - 04.2025
  • Managed financial aspects of the business, including budgeting, forecasting, and cost control for optimal profitability.
  • Assisted in the recruitment, hiring, and onboarding process for new employees to build a skilled workforce committed to excellence in service delivery.
  • Upgraded technology systems, enhancing overall business efficiency and customer interaction.
  • Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
  • Reduced budgetary expenditures by effectively negotiating contracts for more advantageous terms.
  • Developed and implemented policies and procedures to improve customer service and satisfaction.
  • Developed and implemented new operational procedures, streamlining daily tasks and improving overall efficiency.
  • Collaborated with the General Manager on marketing initiatives to increase brand awareness and drive sales growth.
  • Handled cash accurately and prepared deposits.
  • Monitored facility maintenance needs, coordinating repairs and upgrades as necessary to keep operations running smoothly.
  • Analyzed customer feedback data to identify areas of improvement and develop solutions.
  • Managed team schedule with eye for coverage needs and individual strengths.
  • Developed and executed strategies to improve guest experience, resulting in positive customer reviews and increased repeat business.
  • Enhanced communication among team members through regular meetings, promoting an open dialogue about challenges and opportunities for improvement.
  • Root cause analyses; maintaining high standards of quality control; decision-making with both customer satisfaction and company revenue in mind.
  • Motivated, trained, and disciplined employees to maximize performance.

Night Manager

Riverwalk Plaza Hotel
01.2021 - 02.2022
  • High-quality customer service; tactful and efficient communications; creative problem solving; de-escalation; financial reconciliations and cash handling; professional telephone etiquette; wise decision-making; maintaining a clean and welcoming atmosphere.
  • Managed nightly room assignments effectively, accommodating special requests when possible for greater guest satisfaction.
  • Ensured accurate financial reporting with thorough end-of-day procedures and reconciliation of all transactions.
  • Collaborated with daytime management to ensure smooth handovers, maintaining continuity in hotel operations.
  • Conducted routine inspections of public areas and guest rooms, ensuring cleanliness and adherence to brand standards.
  • Implemented effective strategies to minimize noise disturbances during nighttime hours, contributing to an improved guest sleep experience.
  • Improved guest satisfaction by efficiently managing night audit operations and addressing customer concerns promptly.
  • Assisted guests with transportation arrangements or recommendations for local attractions, providing personalized service that exceeded expectations.
  • Resolved billing discrepancies swiftly and accurately, ensuring timely payments while avoiding potential conflicts with guests.
  • Reviewed daily reports from various departments to identify operational issues and develop solutions in a timely manner.
  • Prepared internal and regulatory financial reports, balance sheets and income statements.

Independent Contractor

Self-employed
10.2019 - 01.2021
  • Worked on various independent projects through the pandemic.

Overnight Engineering Lead

Hyatt Hill Country Resort and Spa
11.2017 - 10.2019
  • Preventive maintenance and repairs: kitchen, laundry, boiler, plumbing, pool, HVAC, electrical, cosmetic.
  • Complete work orders, meter readings, inventory. Courteous, efficient, and safe service.
  • Respond to emergency situations; notify appropriate authorities; proactively identify and report safety hazards.
  • Conducted thorough risk assessments for complex engineering projects, minimizing potential hazards while maximizing resource utilization.
  • Managed multiple projects concurrently, effectively prioritizing tasks to achieve successful outcomes within budget constraints.
  • Achieved customer satisfaction by diligently addressing concerns, promptly resolving issues, and consistently delivering top-notch service.
  • Created detailed reports on maintenance activities, allowing management to make informed decisions regarding resource allocation and capital improvement planning.
  • Maintained an organized maintenance workshop, ensuring that tools and supplies were readily available for staff to complete tasks efficiently and effectively.
  • Maintained accurate records of all completed work orders, inventory levels, and warranty information for easy reference during audits or future repairs.
  • Implemented energy conservation initiatives that led to decreased utility expenses without compromising guest comfort or experience.
  • Conducted regular safety audits, ensuring compliance with local building codes and OSHA regulations.
  • Enhanced guest satisfaction by promptly addressing and resolving maintenance-related complaints.
  • Performed preventive maintenance and repairs on various types of equipment.
  • Conducted regular inspections of equipment to promptly identify issues that could cause machinery malfunctions.
  • Positively engaged with customers and maintained professional appearance as company representative.
  • Coordinated with other departments to minimize disruption during scheduled maintenance activities or emergency repairs.
  • Streamlined communication between front desk staff and maintenance team, ensuring that guests'' concerns were addressed quickly and efficiently.

Hotel Assistant Manager

Hyatt Hill Country Resort and Spa
03.2015 - 11.2017
  • Process guest check-ins and check-outs according to Hyatt SOP; de-escalations; daily reports: rate discrepancy, check-out and balance, daily credit check.
  • Assign arrivals for the following day (V.I.P.s, ESPs, Special Requests, etc.).
  • Contributed to revenue growth by upselling hotel amenities, services, and room upgrades.
  • Assisted in implementing new policies and procedures for improved staff productivity and guest satisfaction.
  • Provided support during peak hours or emergencies as needed, displaying adaptability under pressure while maintaining focus on delivering excellent service.
  • Conducted regular audits on safety protocols to ensure compliance with industry regulations and promote a secure environment for guests and staff members alike.
  • Managed reservations accurately to minimize booking errors and ensure optimal room occupancy rates.
  • Enhanced hotel efficiency by assisting in daily operations, including front desk management and housekeeping coordination.
  • Maintained high standards of cleanliness throughout the property by regularly inspecting rooms and public spaces.
  • Resolved guest complaints effectively, demonstrating empathy and problem-solving skills to retain customer loyalty.
  • Provided personalized assistance to guests with special needs or requests, ensuring a positive experience during their stay.
  • Trained new staff members in customer service techniques and hotel operations.
  • Used quick response and dynamic service skills to build relationships with patrons and improve customer retention rate.
  • Prepared reports on guest satisfaction levels and other metrics.
  • Promoted hotel brand's loyalty program via social media, email and direct mail.
  • Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
  • Improved safety procedures to create safe working conditions for workers.
  • Participated in staff training programs to continuously enhance service quality within the hotel environment.
  • Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
  • Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
  • Coordinated with various departments to maintain seamless communication and resolve any operational issues.
  • Improved guest satisfaction by providing exceptional customer service and promptly addressing their concerns.

Night Audit Lead

Hyatt Hill Country Resort and Spa
02.2014 - 03.2015
  • Checked guests in and out; accurate maintenance of guest folios: posting payments, charges, and rebates; cash handling; professional presentation; communication between shifts; night audit procedures; report generation.
  • Understanding and execution of emergency procedures.

Education

Engineering

University of Texas San Antonio
San Antonio, TX
06-2011

High School Diploma -

John Jay High School
San Antonio, TX
06.2007

Skills

  • Strategic planning proficiency
  • Operations management
  • Staff management
  • Process improvements
  • Vendor relationship management
  • Sales forecasting
  • Budgeting and cost control
  • Customer service management
  • Hiring and onboarding
  • Schedule management
  • Payroll administration and timekeeping
  • P&L management
  • Performance evaluation and monitoring
  • Revenue forecasting

Hobbies and Interests

Gardening; Music; Comedy; Sports; Upcycling.

Timeline

Assistant General Manager

Hillside Boutique Hotel
03.2023 - 04.2025

Night Manager

Riverwalk Plaza Hotel
01.2021 - 02.2022

Independent Contractor

Self-employed
10.2019 - 01.2021

Overnight Engineering Lead

Hyatt Hill Country Resort and Spa
11.2017 - 10.2019

Hotel Assistant Manager

Hyatt Hill Country Resort and Spa
03.2015 - 11.2017

Night Audit Lead

Hyatt Hill Country Resort and Spa
02.2014 - 03.2015

Engineering

University of Texas San Antonio

High School Diploma -

John Jay High School

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Michel Stephens