Miguel Ledezma
Los Fresnos
Summary
Professional hospitality leader with commitment to high standards and delivering outstanding results. Proven ability to streamline operations and boost guest satisfaction through effective team collaboration. Valued for adaptability, reliability, and strong focus on achieving targets, showcasing skills in staff management and operational oversight.
Overview
6
6
years of professional experience
Work History
General Manager
Oceangate Hospitality
06.2023 - Current
- Sent to 10 multi-brand hotels (Marriott, IHG, Hilton, and independent) to provide operational leadership and GM training during periods of transition or performance improvement.
- Evaluated property operations, identified performance gaps, and implemented corrective action plans aligned with brand requirements and Oceangate Hospitality standards.
- Trained incoming General Managers in daily operations, financial procedures, service standards, and team leadership, ensuring long-term operational stability.
- Successfully transitioned each property to fully trained, on-site leadership, and consistent, brand-compliant operations before going to my next assignment.
- Led daily hotel operations, ensuring adherence to quality standards and guest satisfaction protocols.
- Managed staff scheduling, optimizing team performance and resource allocation for maximum efficiency.
- Implemented cost-control measures, reducing overhead while maintaining service excellence.
- Analyzed guest feedback to identify areas for improvement, driving enhancements in guest experience.
- Managed daily operations for smooth functioning of the hotel, ensuring high-quality standards in all departments.
- Maximized revenue generation through strategic room pricing, inventory management, and upselling techniques at the front desk.
- Conducted regular performance evaluations for staff members to encourage professional growth and identify areas for improvement.
- Implemented preventive maintenance programs, assuring optimal condition and functionality of hotel facilities and equipment.
Front Office Manager
Isla Grand Beach Resort
03.2022 - 06.2023
- Oversaw front desk operations, ensuring efficient guest check-in and check-out processes.
- Managed scheduling for front office staff, optimizing coverage and enhancing service delivery.
- Trained and mentored front office team members on customer service best practices.
- Resolved guest complaints promptly, enhancing overall satisfaction and loyalty.
- Analyzed guest feedback to identify areas for process improvements and enhanced experiences.
- Monitored financial transactions at the front desk, ensuring accurate billing procedures and minimizing discrepancies.
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
- Collaborated with housekeeping and maintenance departments to ensure timely room availability and optimal guest experience.
- Managed reservation inquiries over phone/email/web platforms effectively ensuring full capacity utilization.
- Managed daily room inventory to maximize occupancy rates and revenue generation.
- Maintained a clean and organized work environment, promoting a professional image of the hotel to guests.
- Oversaw daily operations of front desk, ensuring all guest interactions were handled with high professionalism.
Front Office Manager
Holiday Inn Resort
10.2019 - 02.2022
- Developed standard operating procedures for front office tasks, promoting consistency in service quality.
- Created weekly schedules for front office staff members to ensure appropriate coverage during peak hours or high demand periods.
- Reconciled end-of-day reports to determine accurate billing and payment processing.
- Resolved guest complaints professionally, maintaining positive relationships with customers for future business opportunities.
- Implemented pre-arrival preparations such as assigning rooms based on specific requirements leading to seamless arrival experiences.
- Developed procedures to establish accurate and organized check-in and check-out processes.
- Created, prepared, and delivered reports to various departments.
- Coordinated with housekeeping and maintenance departments to ensure guest rooms met highest standards of cleanliness and repair.
- Facilitated team meetings to discuss performance goals, guest feedback, and areas for improvement.
- Increased guest satisfaction by implementing innovative customer service initiatives and staff training programs.
- Booked large groups for weddings, seminars, conferences, and other events, providing best available room rates.
- Offered appropriate reservation options based on expected attendees when coordinating events.
- Solicited and reviewed guest feedback and promptly resolved complaints.
- Analyzed guest feedback and industry trends to inform service improvements and operational changes.
- Implemented preventive maintenance programs, assuring optimal condition and functionality of hotel facilities and equipment.
Education
High School Diploma -
Los Fresnos High School
Los FresnosSkills
- Leadership and team building
- Problem resolution
- Operations management
- Team player
- Time management
- Efficient multi-tasker
- Effective leader
- Staff management
- Training and development
- Inventory control
- Labor cost controls
- Facility management
Accomplishments
- Led cross-departmental teams to uphold rigorous service and cleanliness standards, directly contributing to exceptional IHG and Hilton Quality Assurance results
- Implemented comprehensive training programs that improved staff consistency and accountability, resulting in enhanced guest satisfaction.
- Fostered a high-performance culture, enabling the team to consistently meet and exceed quality metrics required by brand audits.
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
General Manager
Oceangate Hospitality
06.2023 - Current
Front Office Manager
Isla Grand Beach Resort
03.2022 - 06.2023
Front Office Manager
Holiday Inn Resort
10.2019 - 02.2022
High School Diploma -
Los Fresnos High School