Olesea Velesco Shier
Summary
Customer-oriented General Manager with over 8 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. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
15
15
years of professional experience
1
1
Certification
Work History
General Manager/Director of Sales Operations
Dimond Center Hotel
09.2019 - Current
- Developed and implemented strategies to increase sales and profitability.
- Implemented business strategies, increasing revenue, and effectively targeting new markets.
- Implemented operational strategies and effectively built customer and employee loyalty.
- Provided thoughtful guidance to personnel in navigating and resolving snags in productivity.
- Implemented innovative programs to increase employee loyalty and reduce turnover.
- Assisted in recruiting, hiring and training of team members.
- Managed budget implementations, employee evaluations, and contract details.
- Introduced new methods, practices, and systems to reduce turnaround time.
Dual Hotel Operations Manager / Acting General Manager
Hampton Inn Anchorage / Hilton Garden Inn
06.2018 - 09.2019
- Boosted online presence via social media platforms, leading to higher engagement rates among potential guests.
- Incorporated sustainable practices into daily operations, reducing environmental impact without sacrificing quality or service levels.
- Developed and implemented promotional strategies to increase occupancy.
- Created and managed accurate occupancy forecasts and budgets.
- Managed day-to-day operations of lodging facility, scheduling staff and overseeing budgets.
- Hired and trained new employees, demonstrating best methods for serving clients and guests.
- Oversaw financial management, including budgeting, forecasting, and cost control measures to maximize profitability.
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
Assistant General Manager / Acting General Manager
Homewood Suites By Hilton Anchorage
08.2015 - 06.2018
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Oversaw inventory management processes to maintain proper stock levels and minimize spoilage or waste.
- Analyzed customer feedback data to identify areas of improvement and develop solutions.
- Motivated, trained, and disciplined employees to maximize performance.
- Assisted in the recruitment, hiring, and onboarding process for new employees to build a skilled workforce committed to excellence in service delivery.
- Implemented innovative programs to increase employee loyalty and reduce turnover.
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
- Increased customer satisfaction by addressing and resolving concerns in a timely manner.
Accounting Manager / HR Generalist
Hilton Downtown
04.2014 - 08.2015
- Complied with established internal controls and policies.
- Coordinated efforts between the accounting team and other departments to ensure accuracy in interdepartmental transactions recording and proper cost allocation.
- Applied proper codes to invoices, files, and receipts to keep records organized and easily searchable.
- Managed journal entries, collection efforts, reconciliations, and payroll processing.
- Developed strategic plans for day-to-day financial operations.
- Checked payroll, vendor payments, commissions and other accounting disbursements for accuracy and compliance.
- Managed relationships with external vendors, ensuring timely payments and accurate recording of expenses.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
Guest Services Manager
Marriott Downtown
04.2013 - 04.2014
- Retained high-quality employees by fostering a positive work environment that encouraged professional development opportunities.
- Set and managed policies for concierge services and guest relations.
- Attended to customer needs, responding to questions, complaints and escalations.
- Managed day-to-day operations of lodging facility, scheduling staff and overseeing budgets.
- Managed 20 +staff to deliver timely and courteous guest service in front desk, housekeeping and maintenance operations.
- Maintained high employee satisfaction and performance with hands-on and collaborative style.
- Hired and trained new employees, demonstrating best methods for serving clients and guests.
- Supervised a team of front desk agents, ensuring adherence to policies, procedures, and top-notch customer service standards.
Front Office Manager
Hilton Anchorage
06.2012 - 04.2013
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Monitored customer service trends and provided insights to management team for further improvement.
- Created weekly schedules for front office staff members to ensure appropriate coverage during peak hours or high demand periods.
- Delivered performance reviews, recommending additional training or advancements.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Resolved guest complaints professionally, maintaining positive relationships with customers for future business opportunities.
- Enhanced guest satisfaction by efficiently managing front office operations and addressing customer concerns promptly.
Guest Services Manager
Hilton Crystal City At Washington Reagan National Airport
04.2011 - 06.2012
- Reviewed upcoming events and planned for expected challenges.
- Boosted revenue with strategic upselling of premium rooms, services, and amenities when appropriate.
- Reduced guest complaints by proactively resolving potential issues and maintaining open communication channels.
- Implemented procedures and services to improve hotel services and amenities.
- Collaborated with housekeeping staff to ensure timely room turnovers and high cleanliness standards.
- Liaised between guests and hotel management, relaying information, promotions and issues.
- Managed day-to-day operations of lodging facility, scheduling staff and overseeing budgets.
- Enhanced guest satisfaction by promptly addressing concerns and providing personalized solutions.
- Assisted with check-ins and check-outs during high traffic seasons to deliver excellent customer service.
Accounts Receivable Manager
Hilton Crystal City At Washington Reagan National Airport
08.2009 - 04.2011
- Collaborated with cross-functional teams to resolve billing disputes, increasing customer satisfaction levels.
- Maintained compliance with all relevant regulations regarding financial reporting requirements.
- Supported financial director with special projects and additional job duties.
- Verified discrepancies and resolved clients' billing issues
- Provided exceptional customer service by addressing client inquiries promptly and professionally.
- Reconciled daily AR ledger and verified proper posting.
- Prepared bills receivable, invoices, and bank deposits.
- Posted customer payments by recording cash, checks, and credit card transactions.
- Negotiated payment terms with clients to facilitate mutually beneficial agreements while maintaining company profitability goals.
- Updated aging reports based on daily audits.
Front Desk Agent / Front Office Supervisor / Assistant Front Office Manager
Hilton Crystal City At Washington Reagan National Airport
10.2008 - 04.2011
- Monitored hotel's budget and financial records.
- Answered multi-line phone system and enthusiastically greeted callers.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Enhanced guest satisfaction by efficiently managing check-in and check-out processes.
- Ensured compliance with hotel policies and procedures while addressing any discrepancies in a timely manner.
- Liaised with housekeeping staff to verify service and maintenance of hotel standards.
- Contributed to team success by consistently meeting or exceeding performance targets for guest satisfaction ratings and occupancy rates.
Education
Bachelor of Arts - Criminal Law
State University
Moldova Republic Of05.2008
Skills
- Verbal and written communication
- P&L Administration
- Distribution Management
- Cost analysis and savings
- Team Leadership
- Operations Oversight
- Recruitment
- Customer Relations
- Deadline-oriented
- Budget coordination
- Leadership and team building
- Training and coaching
- Decision-Making
Accomplishments
- Marketing - Implemented marketing strategies which resulted in 50% growth of customer base.
- Supervised team of 55 +staff members.
- Staffing - Worked directly with Human Resources to streamline hiring and onboarding process.
- Business Development: - Spearheaded acquisition of two competitor companies. Established and managed partner relationships on a daily basis. Developed new marketing strategy which increased revenue by 23%.
Education Certifications
Bachelor of Science in Criminal Law, State University of Moldova, 2008, Accounting I & II, Intermediate Accounting, Business Communication, Business Law I & II, Hilton and Marriott Hotel brands certifications., Homewood Suites By Hilton and Hilton Garden Inn/ Hampton Inn - General Manager leadership training.
Relevant Career Note
Property of the Year award - issued by Alaska Hotel and lodging Association
Increased TripAdvisor Rating from #19 to #1 Hotel In Anchorage, AK
Certification
- General Manager Training - Hilton Worldwide Academy - Hampton Inn
- General Manager Training - Hilton Worldwide Academy - Homewood Suites
Languages
English
Full Professional
Spanish
Limited Working
Romanian
Native or Bilingual
Russian
Native or Bilingual
Affiliations
- Alaska Travel Industry Association
Timeline
General Manager/Director of Sales Operations
Dimond Center Hotel
09.2019 - Current
Dual Hotel Operations Manager / Acting General Manager
Hampton Inn Anchorage / Hilton Garden Inn
06.2018 - 09.2019
Assistant General Manager / Acting General Manager
Homewood Suites By Hilton Anchorage
08.2015 - 06.2018
Accounting Manager / HR Generalist
Hilton Downtown
04.2014 - 08.2015
Guest Services Manager
Marriott Downtown
04.2013 - 04.2014
Front Office Manager
Hilton Anchorage
06.2012 - 04.2013
Guest Services Manager
Hilton Crystal City At Washington Reagan National Airport
04.2011 - 06.2012
Accounts Receivable Manager
Hilton Crystal City At Washington Reagan National Airport
08.2009 - 04.2011
Front Desk Agent / Front Office Supervisor / Assistant Front Office Manager
Hilton Crystal City At Washington Reagan National Airport
10.2008 - 04.2011
Bachelor of Arts - Criminal Law
State University
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