MIRTALA VARGAS
Woodbridge,VA
Summary
- I am a seasoned hospitality professional who thrives in a challenging environment that utilizes my exceptional management skills, customer service acumen and multi-tasking abilities. SUMMARY OF QUALIFICATIONS
- More than twenty years of progressively responsible business experience.
- Proven track record for generating high levels of customer satisfaction, repeat business and referrals.
- Excellent communication, interpersonal, and problem-solving skills.
- Demonstrated ability to manage multiple projects simultaneously and bring each to a successful completion on stringent deadlines.
- Computer literate: well versed with database, spreadsheet, and word processing software.
- Fluent in both English and Spanish.
Hardworking professional offers hospitality experience and enthusiasm for helping others. Familiar with organizing seating for individuals or parties to maximize guest satisfaction. Comfortable working in fast-paced environments to handle demanding workload. 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 26 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
26
26
years of professional experience
Work History
General Manager
Best Western Hotel and Conference Center
Leesburg, VA
2023.09 - Current
- Manage a 99-room property with a Conference Center
- Ensure strategic goals are met by following operational policies, creating and maintaining budgets, Manage all departments’ schedules and control payroll cost
- Follow up with brant standards ensure QA goals are been met and maintain high guests’ satisfaction score
- Manage revenue daily rate to ensure high occupancy
- Active participant in Revenue Meetings and trained on understanding
additional nuances of the STAR Report
Monitored all social media outlets to address guest feedback expeditiously. - Ensure training and Standards are followed
- Lead with care ensure team satisfaction.
- Developed and maintained courteous and effective working relationships.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
Assistant General Manager
Hilton Garden Inn Georgetown Washington DC
04.2021 - 07.2023
- Oversaw operations of Front desk, bellman/Valet for a property of 238 guest rooms with Property is in the heart of Georgetown central location and serves Government, group and tours as well as transient guests
- Worked closely with the Engineering and housekeeping Department to ensure daily Room PMs are reported and tracked for Quality Assurance
- Met one on one with the departments heads to review Staffing needs, building needs as well as ongoing work orders and budget reviews
- Facilitated monthly safety meetings and Department meetings
- Active participant in Revenue Meetings and trained on understanding additional nuances of the STAR Report
- In charge of delegating training to new team members as well as managers ensue the training is been completed as required by Hilton brand
- Responded to guest Files as mandated by Hilton brand as well as monitor salt score on a daily basis.
Director of Rooms
Hyatt Centric Arlington VA
01.2020 - 04.2020
- Lead a Front desk team, housekeeping and bellman
- Oversaw training of all policies and procedures
- Managed payroll and other expenses to fall within Budgeted / Forecasted expectations
- Active participant in Revenue Meetings
- Key leader in the Emergency Response Team
- Handled guest complaints in most effective manner possible and offered complimentary services for hardship cases
- Cultivated long-lasting relationships with outside vendors
- Provide all guest with quality service and maintain guest satisfaction
- Mentored all new employees, demonstrating best methods for servicing clients and guests.
DIRECTOR OF ROOMS
Doubletree Gaithersburg (formerly Hilton) – Gaithersburg, MD
06.2015 - 01.2020
- Oversaw operations of Front desk, bellman, and shuttle driver for a property of 301 guest rooms with 16,500 sq
- Ft
- Of flexible meeting and event space
- Property is in the heart of Gaithersburg central location and serves Government, group and tours as well as transient guests
- Facilitate monthly Blue energy meeting and safety meeting
- Active participant in Revenue Meetings and trained on understanding additional nuances of the STAR Report
- In charge of delegating training to new team members as well as managers ensue the training is been completed as required by Hilton brand
- Respond to guest Files as mandated by Hilton brand as well as monitor salt score on a daily basis.
FRONT OFFICE MANAGER
Hilton Garden Inn Arlington Courthouse - Arlington, VA
06.2014 - 04.2015
- Oversaw the operations in the front office, transportation (shuttles), and the Pavilion Pantry for this 193-room service-focused property in the heart of Arlington, VA
- Proficient in Hilton’s OnQ system, as well as the many programs related to the brand
- Received consistently high ratings on both the Hilton guest survey as well as TripAdvisor
- Responsible for hiring, training, forecasting, and inventory.
FRONT OFFICE MANAGER
Holiday Inn National Crystal City - Arlington, VA
12.2013 - 06.2014
- Made an immediate impact in revenue and occupancy by maintaining constant contact with those in charge of airport accommodations for distressed passengers & airport employees at Reagan National Airport
- Achieved 95% guest satisfaction for Q1 2014, and 97.2% for Q2 2014
- Active participant in Revenue Meetings and trained on understanding additional nuances of the STAR Report
- Monitored all social media outlets to address guest feedback expeditiously.
FRONT OFFICE MANAGER
L’Enfant Plaza Hotel - Washington, DC
05.2004 - 12.2013
- Responsible for the Front Office operations for this 372-room full-service hotel with 21,000 square feet of space
- Enthusiastically managed a team of over 50 employees in the Front Office, Concierge, Bell Staff and PBX areas
- Oversaw training of all policies and procedures
- Managed payroll and other expenses to fall within Budgeted / Forecasted expectations
- Key leader in the Emergency Response Team
- Maintain high guest service scores in accordance to the expectations outlined by Davidson Hotels & Resorts, our management company
- Key participant in monthly Safety Meetings, as well as frequent speaker
- Key trainer on Local 25 Union Contract terms and regulations
- Processed all 90-day evaluations, annual performance evaluations, and progressive discipline plans
- Greet all VIP arrivals, and ensured their comfort and satisfaction
- Worked with area hotels to negotiate walk rates on sold-out nights
- Resolved guest complaints pertaining to any area of the hotel
- Joined the team in May 2004 as Assistant Front Office Manager, and moved to my leadership role in July 2005
- Departed this hotel after a court ordered sale and then subsequent closing
- The hotel closed on December 3, 2013 and will remain closed until mid-2016.
ASSISTANT FRONT OFFICE MANAGER
The Fairmont Hotel - Washington, DC
10.2000 - 04.2004
- AFOM of this 415-room full-service 4-Diamond hotel with 28,000 square feet of space for 4 years.
ASSISTANT FRONT OFFICE MANAGER
Grand Hyatt - Washington, DC
03.1998 - 04.2000
- Worked in the Front Office of this 897-room full-service hotel with over 43,000 square feet of space.
Education
Skills
- Exceptional management skills
- Customer service acumen
- Multi-tasking abilities
- Excellent communication skills
- Interpersonal skills
- Problem-solving skills
- Ability to manage multiple projects simultaneously
- Computer literate (database, spreadsheet, and word processing software)
- Fluent in English and Spanish
Awardsandspecialities
- Manager of the Year – 2007
- Manager of the 2nd Quarter – 2012
- Member of the Davidson Front Office Transition Team – March 2013
- Configuration Expert – Opera PMS Systems
Timeline
General Manager
Best Western Hotel and Conference Center
2023.09 - Current
Assistant General Manager
Hilton Garden Inn Georgetown Washington DC
04.2021 - 07.2023
Director of Rooms
Hyatt Centric Arlington VA
01.2020 - 04.2020
DIRECTOR OF ROOMS
Doubletree Gaithersburg (formerly Hilton) – Gaithersburg, MD
06.2015 - 01.2020
FRONT OFFICE MANAGER
Hilton Garden Inn Arlington Courthouse - Arlington, VA
06.2014 - 04.2015
FRONT OFFICE MANAGER
Holiday Inn National Crystal City - Arlington, VA
12.2013 - 06.2014
FRONT OFFICE MANAGER
L’Enfant Plaza Hotel - Washington, DC
05.2004 - 12.2013
ASSISTANT FRONT OFFICE MANAGER
The Fairmont Hotel - Washington, DC
10.2000 - 04.2004
ASSISTANT FRONT OFFICE MANAGER
Grand Hyatt - Washington, DC
03.1998 - 04.2000
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