Osvaldo Munoz
Bedford,TX
Summary
Results-driven Director of Hotel Operations recognized for exceptional ability to lead teams in delivering outstanding guest experiences while optimizing operational workflows. Possess specialized skills in strategic planning, financial management, and staff development. Excel in communication, problem-solving, and leadership, ensuring seamless hotel operations and elevated guest satisfaction.
Overview
14
14
years of professional experience
Work History
Director of Hotel Operations
Dallas/Plano Marriott at Legacy Town Center
Plano, TX
04.2022 - 06.2025
- Led an Operations team consisting of three Food and Beverage outlets, Event Planning & Operations, Culinary, Housekeeping, Front Office, Valet, Safety & Security, & licensed Starbucks store at a 417 room property.
- Exceeded total hotel budgeted top line revenue by $940,000 in 2024.
- Exceeded Banquet Top Line Revenue by 1.9% to budget in 2024 and 7.1% vs. 2023.
- Increased ADR by 5.3% from 2023 to 2024 and exceeded budgeted ADR by 1.5% in 2024.
- Finished 2024 GuestVoice Intent to Recommend at a 76.9% vs goal of 72.8%, which ranked #9 amongst all Marriott Brand Hotels in US/CAN, Elite Appreciation at a 74% vs goal of 71.8%, Cleanliness at an 83.9% vs goal of 81.6%, Staff Service at an 83% vs goal of 80.8%, F&B at a 70.4 vs goal of 68%, and Event Satisfaction finished at an 87.8% vs goal of 86.3%.
- Food & Beverage Quality of Food for GSS finished at #2 amongst Marriott Brand Hotels in 2024.
- Conducted Brand Service Excellence Training and Living our Core Values Training for all hotel associates.
- Finished 2023 GuestVoice Intent to Recommend at a 74.2% vs goal of 71.7% which ranked in the top 5% within the Marriott Brand, Elite Appreciation at a 72.9% vs goal of 69%, Cleanliness at 81.6% vs goal of 80.2%, Staff Service at 80.8% vs goal of 79%, and F&B at 68.8% vs goal of 67%.
- Food and Beverage Quality of Food for GSS and ESS finished #1 amongst Marriott Brand Hotels in 2023.
- Increased top line revenue in F&B outlets by 5% to budget and 17% to 2022.
- Increased ADR by 10.7% from 2022 to 2023 and exceeded budgeted ADR by 5.4% in 2023.
- Exceeded total hotel budgeted top line revenue by $1.1 million in 2023.
- Finished 2023 associate engagement for total hotel at 92%, Senior Leader Excellence at 89%, Quality of Life at Work at 84%, Action Planning at 87%, Personal Growth at 85%, and Teamwork at 90%.
- Completed Guestroom Shower Renovation in 281 rooms throughout 2023.
- Finished 2022 GuestVoice Intent to Recommend at 71.7% vs goal of 67.9%, Elite Appreciation at 69.5% vs goal of 67.3%, Cleanliness at 80.7% vs goal of 77%, Staff Service at 79% vs goal of 73.3%, and F&B at 66.2% vs goal 61.7%.
- Exceed total hotel budgeted top line revenue in 2022 by $6.8 million.
- Exceeded budgeted food cost by 1.7% and beverage cost by 0.4% in 2022.
- Increased ADR by 29.2% from 2021 to 2022 and exceeded budgeted ADR by 9.1% in 2022.
Front Office Manager
Gaylord Texan Resort and Convention Center
Grapevine, TX
04.2019 - 04.2022
- Led a Front Office team within our Consider it Done team, Front Desk, and Celebrity Services consisting of over 120-150 associates and 10 red band managers at 1,814 room property.
- Responsible for the daily communication with Event Management, Revenue Management, and F&B to efficiently set teams up for success.
- Increased Front Desk associate engagement from 60% in 2018, 79% in 2019, to 90% in 2021.
- Increased Consider It Done associate engagement from 50% in 2018, 63% in 2019, to 100% in 2021.
- Increased Front Office Leadership Excellence from 83% in 2019 to 98% in 2021.
- Increased Check-In Experience by 2.2% and Elite Appreciation by 3.8% in 2019.
- Surpassed Marriott Bonvoy Enrollment goal by 60% in 2019.
- Ranked #1 Check-in Experience, Staff Service, and Elite Appreciation within the Gaylord Brand in 2019.
- Ranked #1 Mobile Chat Response throughout all of the Americas in 2019.
- Improved Front Office productivity by 0.5% and saved $10,000 in overtime premium in 2019.
- Increased ancillary revenue by 4% in 2019 and 10% in 2021.
Senior Room Operations Manager
Dallas/Plano Marriott at Legacy Town Center
Plano, TX
07.2017 - 04.2019
- Led a team which included 2 red band managers and 60-65 hosts at 404 room property.
- Controllable expense improvement of $100K compared to budget for 2018.
- Total payroll savings within Front Office and Housekeeping of $40K for 2018.
- Improved Housekeeping department associate engagement from 70% to 88%.
- Improved Front Office department associate engagement from 67% to 78%.
- Increased Housekeeping Leadership excellence from 72% to 87% and Teamwork from 74% to 87%.
- Increased BSA Operations Service from 76.3% to 82% in 2018.
- Increased Front Office Leadership excellence from 73% to 84%, Quality of Life at Work from 68% to 85%, and Personal growth from 79% to 90%.
- Increased Check-in Experience from 74% to 78.5%, Room Cleanliness from 76% to 79.1%, Elite Appreciation from 59.8% to 65.9%, Staff Service from 74.7% to 78.8%, and Intent to Recommend from 66.4% to 69.8%.
- 2017 Rooms Controllables were better to budget by 2%.
- Completion of New Great Room Renovation - May 2018.
- Completion of Guestroom and M Club Renovation - April 2019.
Room Operations Manager
Dallas/Plano Marriott at Legacy Town Center
Plano, TX
02.2016 - 07.2017
Room Operations Voyager
Houston Marriott Westloop by the Galleria
05.2014 - 02.2016
Assistant General Manager
Las Cruces Towneplace Suites by Marriott
09.2011 - 05.2014
Education
Bachelor of Science - Hotel, Restaurant, and Tourism Management, Business Administration and Marketing
New Mexico State University
Las Cruces, New MexicoSkills
- Budgeting
- Staff training
- Quality control
- Customer relationship management
- Strategic planning
- Operations management
- Performance analysis
- Team leadership
- Problem solving
- Effective communication
- Conflict resolution
- Data-driven decision making
- Time management
- Guest experience
- Property management systems
- Brand standards
- Staff training and development
- Front office operations
Accomplishments
- Dallas/Plano Marriott at Legacy TownCenter 2024 Hotel of the Year
- Gaylord Texan Leader of the Year 2021
- Gaylord Texan 2019 Hotel of the Year
- 2017 Americas Excellence in Delivering Guest Experience Rooms Front of the House Award Nominee
- 2016 Americas Excellence in Delivering Guest Experience Rooms Heart of the House Award Nominee
- Leader of the 1st Quarter 2016 & 2nd Quarter 2017 at Dallas/Plano Marriott
- Dallas/Plano Marriott at Legacy TownCenter 2016 Hotel of the Year
- Dallas Market Rooms Council Member 2016-2022
- Completion of Marriott's Voyager Program 12/15
- Marriott Laundry School Certification 2015
- Leader of the 1st Quarter 2015 at Houston Marriott Westloop
Timeline
Director of Hotel Operations
Dallas/Plano Marriott at Legacy Town Center
04.2022 - 06.2025
Front Office Manager
Gaylord Texan Resort and Convention Center
04.2019 - 04.2022
Senior Room Operations Manager
Dallas/Plano Marriott at Legacy Town Center
07.2017 - 04.2019
Room Operations Manager
Dallas/Plano Marriott at Legacy Town Center
02.2016 - 07.2017
Room Operations Voyager
Houston Marriott Westloop by the Galleria
05.2014 - 02.2016
Assistant General Manager
Las Cruces Towneplace Suites by Marriott
09.2011 - 05.2014
Bachelor of Science - Hotel, Restaurant, and Tourism Management, Business Administration and Marketing
New Mexico State University