Morgana havas
Princeville
Summary
Highly driven & successful at implementing strategic approaches to drive profitability . Intuitive and analytical , easily recognized for performance excellence in operations and customer care. Successful at motivating and developing team members to drive profitability in highly competitive environment.
Overview
28
28
years of professional experience
Work History
Regional Director of Operations
Vacasa Vacation Rentals
09.2022 - Current
- Standardized operational procedures across all regional locations to ensure consistency in quality and performance.
- Ensured successful project completion by establishing clear objectives, milestones, and communication channels.
- Developed strong partnerships with key clients to expand business opportunities and drive revenue growth.
- Collaborated with other Regional Directors to share best practices, align strategies, and foster a spirit of teamwork across the organization.
- Provided regular updates on regional performance to senior leadership through comprehensive reporting and data-driven insights.
- Enhanced employee satisfaction with targeted training programs and professional development opportunities.
- Reduced expenditures for the region through cost analysis and effective budget management.
- Worked collaboratively with functional leaders to implement new procedures and corrective actions to improve quality.
- Championed new technology adoption within the region to enhance operational capabilities and improve overall efficiency levels.
- Set team and individual KPIs and provided regular, actionable feedback.
- Led cross-functional teams to achieve company-wide goals and initiatives within the region.
- Refined safety protocols at each location to minimize risk exposure for both employees'' well-being as well as company liability.
- Implemented process improvements that increased productivity while maintaining high levels of service quality.
- Coordinated regional marketing efforts to increase brand visibility and attract new customers within the targeted geographical area.
- Oversaw regional growth through strategic planning, market research, and competitive analysis.
- Negotiated favorable contracts with vendors to reduce costs without compromising on product or service quality.
- Built a cohesive regional team through effective recruitment, hiring, onboarding, and ongoing staff development efforts.
- Improved customer satisfaction rates with proactive problem resolution and timely followup.
- Collaborated with senior management to develop and execute long-term corporate goals and objectives.
- Achieved team goals through formalized training plans, coaching, and performance management.
- Mentored and coached team members to foster productive and engaging work environment.
- Analyzed business operations and implemented strategies to improve operational cohesiveness.
- Monitored budget and utilized operational resources.
- Established and monitored quality assurance standards to achieve operational excellence.
- Negotiated with vendors, suppliers and other stakeholders to acquire mutually beneficial contracts and agreement.
- Oversaw day-to-day production activities in accordance with business objectives.
- Defined, implemented, and revised operational policies and guidelines.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Interacted well with customers to build connections and nurture relationships.
- Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
- Implemented business strategies, increasing revenue, and effectively targeting new markets.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Implemented innovative programs to increase employee loyalty and reduce turnover.
- Tracked trends and suggested enhancements to both challenge and refine company's product offerings.
Business Owner
Kualana Kai cleaners
09.2013 - Current
- Established strong customer relationships through excellent communication and attentive service.
- Strengthened company reputation by consistently meeting or exceeding customer expectations in terms of quality products/services offered.
- Consulted with customers to assess needs and propose optimal solutions.
- Managed financial operations to ensure fiscal responsibility, including budgeting, forecasting, and financial reporting.
- Delivered exceptional results under tight deadlines by prioritizing tasks effectively and delegating responsibilities appropriately throughout the team.
- Trained and motivated employees to perform daily business functions.
- Enhanced company profitability by reducing overhead costs and negotiating favorable contracts with suppliers.
- Boosted revenue by identifying new business opportunities and diversifying product offerings.
- Implemented efficient systems for inventory management, order processing, and shipping logistics.
- Developed a high-performing team through effective recruitment, training, and performance management.
- Increased client satisfaction by implementing innovative business strategies and streamlining processes.
- Achieved consistent growth in annual revenue through strategic planning and execution of sales initiatives.
- Ensured compliance with all relevant regulations by staying current on industry requirements and implementing necessary changes in operations.
- Fostered an inclusive workplace culture that valued diversity, collaboration, and continuous learning.
- Enhanced financial health by implementing rigorous budget controls and financial planning strategies.
- Pioneered customer feedback system, utilizing insights to refine products and services continually.
- Built robust network of industry contacts, leveraging relationships for strategic partnerships and opportunities.
- Mastered conflict resolution, maintaining harmonious internal relationships and ensuring focus on common goals.
- Improved team productivity with ongoing training and development programs, fostering culture of continuous improvement.
General Manager
Vacasa Vacation Rentals of Hawaii
06.2019 - 09.2022
- Delivered exceptional client experiences through hands-on leadership of associates and managers.
- Built and maintained loyal, long-term customer relationships through effective account management.
- Designed sales and service strategies to improve revenue and retention.
- Managed inventory levels and conducted corrective action planning to minimize long-term costs.
- Complied with company policies and government regulations to prevent and detect rule violations and protect organization from fines and lawsuits.
- Recruited, interviewed and hired qualified staff for open positions.
- Created schedules and monitored payroll to remain within budget.
- Led employee evaluations with constructive feedback to boost performance.
- Administered employee discipline through verbal and written warnings.
- Trained employees on duties, policies and procedures.
- Enhanced operational performance by developing effective business strategies, systems and procedures.
- Controlled regulatory risks by overseeing corporate compliance visits and adhering to protocol.
Server / Supervisor Food & Beverage Manager
Westin Princeville Resort
09.2008 - 09.2013
- Maintained open lines of communication with kitchen staff to ensure timely execution of orders during peak service periods.
- Trained new servers on company policies, procedures, and best practices for exceptional guest service.
- Demonstrated strong attention to detail when handling cash transactions, ensuring accurate billing for customers'' meals while maintaining security measures at all times.
- Successfully resolved customer complaints, ensuring repeat business and positive dining experiences.
- Contributed to increased sales with upselling techniques, effective menu presentation, and knowledge of specials.
- Coordinated staff schedules to ensure adequate coverage during busy periods without sacrificing quality of service or employee satisfaction.
- Developed strong relationships with regular customers, leading to increased loyalty and word-of-mouth referrals.
- Maintained a clean, safe, and organized work environment by adhering to hygiene standards and restaurant policies.
- Improved communication among staff members through regular team meetings and open discussion forums.
- Enhanced customer satisfaction by providing efficient and friendly service to guests.
- Consistently met or exceeded sales targets by effectively promoting daily specials and suggesting appropriate meal pairings.
- Boosted team morale through motivational leadership style that encouraged collaboration, open communication, and recognition of individual achievements.
- Handled high-pressure situations with grace and professionalism, ensuring guests'' needs were met efficiently while maintaining a calm demeanor.
- Managed large parties effectively, coordinating with both front-of-house and back-of-house teams for smooth service execution.
- Assisted management in reducing food waste by closely monitoring inventory levels and expiration dates.
- Implemented cost-saving initiatives by monitoring portion control, minimizing waste, and accurately forecasting inventory needs based on historical trends.
- Supported management in conducting performance evaluations for server staff, identifying areas for improvement and professional growth opportunities.
- Promoted a culture of continuous learning within the server team by sharing industry articles, attending workshops together as a group when possible.
- Decreased wait times for customers by implementing a streamlined seating system during peak hours.
- Actively contributed ideas during weekly management meetings for menu updates and special events, resulting in increased customer interest and repeat business.
- Collaborated with kitchen staff to ensure timely delivery of food orders while maintaining high-quality standards.
- Handled customer complaints professionally, resolving issues through diplomatic acknowledgment and commitment to service.
- Cultivated warm relationships with regular customers.
- Oversaw daily operations of service team, delegated tasks, and trained new staff.
- Bussed and reset tables to keep dining room and work areas clean.
- Explained menu items and suggested appropriate options for food allergy concerns.
- Displayed enthusiasm and promoted excellent service to customers, successfully increasing referrals, and walk-in business.
- Handled table service and other dining room tasks to address shortfalls due to unexpected absences or unusual service volumes.
- Kept register accurate through correct billing, payment processing, and cash management practices.
- Recruited and trained new waitstaff personnel, providing rapid onboarding processes to integrate additional team members quickly.
- Addressed and resolved customer conflicts with managed waitstaff, verifying satisfactory outcomes for involved parties.
- Collaborated with kitchen staff to coordinate restaurant goals such as upselling certain items, addressing product availability issues and other communication concerns.
- Disciplined and motivated staff to achieve challenging objectives in fast-paced culinary environments.
- Coordinated kitchen activities with front-of-house staff for seamless and service.
- Addressed customer complaints with professional demeanor and used communication and problem-solving skills to resolve issues.
- Scheduled and rotated staff for adequate coverage and fair distribution of workload.
- Maximized team productivity by expertly delegating tasks to kitchen staff.
- Controlled expenses and boosted profitability by managing food and labor costs.
- Controlled food costs and managed inventory.
- Trained new hires in food handling and safety protocols to boost knowledge and performance.
- Stayed current with industry trends and innovations to boost competitiveness and customer appeal.
- Resolved customer complaints involving food or beverage quality and service.
- Developed staff training programs to enhance service skills and increase overall efficiency.
- Maintained highest standards for beverage quality and service.
- Organized successful special events that contributed to increased sales figures.
- Maintained a clean, safe, and welcoming environment for patrons, adhering to strict health code regulations.
- Conducted regular performance evaluations for team members, providing constructive feedback and opportunities for growth.
- Responded to customer complaints, addressing concerns, and distress with amicable interactions.
Superintendent
Unibanco - Bank - Brazil
06.1997 - 04.2005
- Reviewed design specifications critically for accuracy, identifying potential issues before they escalated into costly delays or rework situations.
- Reviewed plans and inspected ongoing construction to keep work in line with project goals.
- Communicated effectively with clients throughout each stage of the project for transparency regarding progress updates as well as addressing any concerns raised promptly.
- Managed multiple simultaneous projects while maintaining strict deadlines and adhering to budget constraints.
- Established successful procedures for day-to-day operations and long-term planning.
- Supported project coordination and smooth workflow by coordinating materials, inspections, and contractor actions.
- Mentored junior staff, leading to increased productivity and improved teamwork throughout the organization.
- Enforced rigorous safety procedures during daily operations, creating a safe working environment for all personnel involved in the project''s execution process.
- Established effective quality control measures for consistent delivery of high-quality construction projects.
- Resolved conflicts between staff and customers swiftly and professionally.
Education
Bachelor of Science - Economic Science
Universidade Catolica
07.1996
Skills
- Build higher performance teams ; dedicated Manager with strong work ethic and ability to build lasting clients relationships and great teamwork
- Experienced in operations management , sales, surveys, customer service, budget development , staffing , revenue improvement and cost control;
- Adept at communicating effectively with customers, vendors and staff;
- Able to motivate employees to perform to their maximum potential
- Advanced organizational and planning skills : adaptable; enjoy new challenges
- High experience creating and developing incentive programs
- Cross-functional coordination
- Data-driven decision making
- Operational efficiency
Languages
English
Native or Bilingual
Spanish
Full Professional
Portuguese
Native/ Bilingual
Accomplishments
VACASA KAUAI
- Improve Owners NPS scores from -70 points in 2019 for a consistent 70 points
- Responsible for creating and implementing Intensive Care Program for 240 units Kauai Portfolio - improving Property Condition, Cleaning and Guest NPS scores ;
- Coordinated 3 acquisitions projects on Kauai : GVR , Aloha Stay and KPRE ;
- Implement an owner satisfaction program to help LOMs and AGMs communication, time response and successful owners arrival;
- Responsible for Kauai's TVR renewals and negotiation with Kauai County / Planning Department and Vacasa Compliance;
- Creating one the most successful partnership model between Sales and Ops for Hawaii ;
- Creating and implementing the Nursery concept for new units in Vacasa Portfolio - Treating Owners, homes and guests differently in order to obtains best reviews & results helping the unit life cycle with Vacasa ;
- Churn prevention program
Westin Princeville Resort
Part of the ADP - Associate Development Program
AWARDS
GSI - Guest Satisfaction Index Champion
Nominated Employee of the month multiple times
Nominated for Na Po’e Award - Employee of the Year 2011 - Food and Beverage State of Hawaii
UNIBANCO - Bank - Brasil
AWARDS
4 times winner the Manager of the Year Unibanco AIG Brazil
3 times winner with the best performance Team - Unibanco / AIG Brazil
4 times Club of Millionaires winner : Italy , Mexico , Greece , Las vegas
Education and Training
07/1996
Bachelor of Science -
Economic Science
Universidade Católica
Salvador - Bahia - Brazil
Starwood ADP - Associate Development Program 2011
Timeline
Regional Director of Operations
Vacasa Vacation Rentals
09.2022 - Current
General Manager
Vacasa Vacation Rentals of Hawaii
06.2019 - 09.2022
Business Owner
Kualana Kai cleaners
09.2013 - Current
Server / Supervisor Food & Beverage Manager
Westin Princeville Resort
09.2008 - 09.2013
Superintendent
Unibanco - Bank - Brazil
06.1997 - 04.2005
Bachelor of Science - Economic Science
Universidade Catolica
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