Paulette Garcia
Plano,TX
Summary
Accomplished Manager with a proven track record at G6 Hospitality, adept in project management and cross-functional team leadership. Excelled in enhancing customer relationships and streamlining operations, contributing to significant business development. Skilled in negotiation and decision-making, consistently achieving goals and driving team success.
Overview
33
33
years of professional experience
Work History
Manager, Hotel Property Openings
G6 Hospitality
Carrollton, TX
08.2012 - Current
- Oversee and manage hotel property openings (pre-opening, onsite and post-opening tasks and processes
- Forecast and monitor the established opening date.
- Supervise, mentor, and lead the Openings Coordinator, Administrator, and Opening Specialist Team.
- Model and coach direct reports.
- Act as the primary escalation point for any opening-related issues.
- Collaborate with the onsite Opening Specialist, Opening Team Lead, and Project Manager on open readiness.
- Collaborate with the project management team on open readiness.
- Manage the process for openings, administrator and/or lead, regarding the status of all pre-opening requirements within the Projected Openings Report.
- Acts as the main point of contact for the resolution of escalated issues.
- Partners with the Opening Team Lead to support logistics opening date needs for Openings Specialists' travel.
- Manages the process for the Opening Team Lead to support training needs for Transfers of Ownership and New GM Trainings.
- Partners with Accounts Receivable for monthly billing for openings, transfers of ownership, and new GM trainings.
- Partners with the Openings Director and Opening Team Lead to update SOPs and training documents.
- Oversee the post-opening checklist for any outstanding items.
Manager, Operations Support
Accor North America
Carrollton, TX
01.2010 - 08.2012
Administrator, Operations Support
Accor North America
Carrollton, TX
09.2008 - 01.2010
Customer Care Call Center Operations Manager
Accor North America
Greenville, TX
06.1999 - 10.2008
- Oversaw call center operations to address guest complaints for more than 1,300 hotels.
- Tracked productivity and quality metrics for guest call volume (75K), emails (10K), and letters (2K).
- Led, motivated, trained, and developed a team of 12 to 30 personnel composed of supervisors, client support specialists, and guest service representatives.
- Acted as a Field Human Resource Generalist managing recruitment, hiring, retention, counseling, advisories, and termination.
- Devised employee engagement initiatives, productivity benchmarks, guest feedback tools, and cost control systems.
- Facilitated advisement and reporting for corporate and field personnel at various management levels.
Procurement Coordinator
Accor North America
Carrollton, TX
05.1998 - 12.1998
- Managed renovation projects for hotels in the Southeastern region, overseeing procurement for more than 150 units.
Call Center Coding Specialist
Accor North America
Carrollton, TX
10.1997 - 04.1998
- Reviewed guest correspondence for accurate complaint/non-complaint coding and determined best course of action for resolution.
- Assisted with new hire training.
Assistant Manager, Customer Service
Accor North America
Dallas, TX
07.1994 - 04.1997
- Supported manager in handling client service calls at the center.
- Managed a team of up to twenty employees.
- Responsible for employee training and development, coaching, motivation, counseling, and advisories.
- Evaluated agent performance and identified opportunities for enhancement.
- Conducted guest relations training for field managers, and resolved conflicts stemming from GM and guest dissatisfaction.
- Coordinated scheduling for Quality Service Managers' site visits.
- Prepared and distributed quality measure reports regularly.
Customer Service Representative
Motel 6
Dallas, TX, TX
03.1992 - 03.1994
- Answered guest calls, input guest letters, and determined the course of action.
- Opened and sorted mail, and filing.
Education
High School Diploma -
Lloyd V. Berkner
Richardson05-1978
Skills
- Marketing
- Goal setting
- Decision-making
- Customer relationship management (CRM)
- Workforce management
- Business development
- Negotiation
- Cross-functional team management
- Project management
Accomplishments
- 2022 recipient of Heart for Service CEO award
Timeline
Manager, Hotel Property Openings
G6 Hospitality
08.2012 - Current
Manager, Operations Support
Accor North America
01.2010 - 08.2012
Administrator, Operations Support
Accor North America
09.2008 - 01.2010
Customer Care Call Center Operations Manager
Accor North America
06.1999 - 10.2008
Procurement Coordinator
Accor North America
05.1998 - 12.1998
Call Center Coding Specialist
Accor North America
10.1997 - 04.1998
Assistant Manager, Customer Service
Accor North America
07.1994 - 04.1997
Customer Service Representative
Motel 6
03.1992 - 03.1994
High School Diploma -
Lloyd V. Berkner
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