Quelyn "Q" Guerra
AURORA,CO
Summary
Talented Manager with expert team leadership, planning and organizational skills built during a successful career. Smoothly equip employees to independently handle daily functions and meet customer needs. Diligent trainer and mentor with exceptional management abilities and a results-driven approach. 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
13
13
years of professional experience
Work History
Manager, Contract Sales
United Airlines, Flight Training Center
07.2020 - Current
- Sell simulator time to 3rd party airlines & flight training schools, and procure off-site sim time for United Airlines’ excess training needs
- Also responsible for managing the local hotel & airport shuttle contracts, and TSA paperwork and approvals for non-US Citizens in training
- Negotiated prices & contract terms with 3rd party airlines & flight training schools, worked closely with the legal team
- As the only revenue-producing department at Training Center, was able to sell over $2M in sim time during Covid/2020
- Negotiated contract pricing & terms for offsite simulator time and have also post-negotiated contracts in order to further reduce liability
- Responsible for invoicing, reconciling, and other accounting tasks for Contract Sales, Transportation shuttle contracts, and TSA approvals (Coupa & Finesse systems, and Excel)
- Responsible for maintaining all TSA approval records for non-US citizen pilots in training following strict guidelines in accordance with Homeland Security (HSI)
- Successfully completed and passed all audits with HSI/FTSP & hosted an annual meet & greet with HSI
- Responsible for negotiating prices & terms for transportation shuttle contracts and maintaining positive working relationships between UAL, vendors & union reps
- Respond to issues, complaints, and accident reports, and worked closely with Union reps to resolve
- Yearly budget & forecasting for the department
- Planned and budgeted accurately to provide business with resources needed to operate smoothly
- Continued to assist Hotel Operations during high volume times and maintained an excellent working relationship with Hotel Ops & Union reps. Continued to assist with invoicing & reconciling as well as train, coach & develop the Training Hotels team
- Overlooked Business Continuity plan for FTC
Assistant Manager
Hotel Operations, United Airlines, Flight Training Center
10.2018 - 07.2020
- Direct planning and day-to-day activity of flight training hotel scheduling; managing all aspects of the hotel scheduling function to support flight training in the most cost-effective manner
- Responsible for forecasting Flight Training hotel needs, negotiated terms for future volume commitments and pricing
- Monitored performance against forecast and initiated action to control adverse trends
- Functioned as a liaison with Flight Training Scheduling Operations and hotel properties, fostering open communication and modeling teamwork through cross-functional working relationships
- Maintained productive relationships with hotels, training instructors, and pilot union representatives
- Lead a team of hotel training schedulers, developed employees, and encouraged positive hotel, pilot, and employee engagement
- Worked with technology on system development to support hotel scheduling
- Assisted in the procurement & Pilot Union approval process for local hotels & offsite training hotels
Group Housing Supervisor
Sheraton Denver Downtown
03.2018 - 10.2018
- In addition to the tasks below for Group Housing Coordinator, responsibilities include:
- Manage the group housing team (currently 4 coordinators), including scheduling and training
- Update actual group numbers daily into projections
- Quality Assurance – checking group resumes and overall auditing of group blocks to ensure coordinators are setting them up correctly
- Rate change report
- Assist the GM & Executive Committee with inventory questions & relocations for guests & groups
- Maintain a good relationship with both internal and external customers
Group Housing Coordinator
Sheraton Denver Downtown
03.2017 - 03.2018
- Maintain Group blocks ranging from small to large in size
- Oversee airline contracted room blocks and work together with their respective teams with monitoring reservation inventory
- Build relationships with meeting planners to assist them with their group’s reservations & allotment
- Send weekly pick-up reports and rooming lists
- Communicate with meeting planners in regards to attrition and billing patterns
- Attend pre/post meetings as required
- Manage special requests & code reservations appropriate for VIP guests
- Process “cancel & no show” fees for guest reservations & maintain records of who was charged
- Process credit card authorization forms & store them according to PCI rules
- Use Crystal reports, ISAC, and Microsoft Office applications daily
- Respond to guest inquiries that are sent through the CCCs & route to the appropriate departments if needed
- Work with the Events Management, Revenue Management and Accounting teams to ensure groups have a positive experience
Rooms Controller/VIP Services/FO Supervisor
Sheraton Denver Downtown
06.2016 - 03.2017
- Support the Front Desk & Club Lounge:
- Assign rooms according to guest request/preference
- Block and upgrade VIP and Elite guests’ rooms, pre-register/pre-key guests where required
- Assign and pre-key airline crew & pilot reservations
- Review out-of-order rooms and overall availability of rooms and room types
- Run Master Arrival report & notify Housekeeping/Engineering teams about guest requests
- Strive to reach 100% for SPG preferences daily & notify Front Desk staff percent met each day
- Respond to HOT Alerts & CSF files
- Acknowledge all new and last minute Ambassador reservations, ensuring welcome amenity is set up & room preferences are met
- Ensure that all special service codes are on upcoming reservations according to Elite status
- Reach out to all Platinum & VIP guests 3 days prior to arrival to verify preferences & welcome to hotel
- Run reports for upcoming milestone stays & set up amenity/card
- Notify Club Lounge & Culinary teams of any guests with allergies or dietary restrictions
- Respond to emails sent from guests to the Club Lounge inbox & addressing any questions/concerns
- Send daily Ambassador guest arrival email
- Submit forecasted numbers for Club Lounge covers, keep up to date reports of Club Lounge covers and food usage
- Assisted with a project to help improve GuestVoice scores, targeting specific guests
- Ambassador, Contact Center
Starwood Hotels & Resorts Worldwide
07.2010 - 06.2016
- Daily interaction with the most profitable guests, assisting with hotel reservations and arranging transportation, entertainment tickets, dinner reservations, and special amenities
- Keep in close contact with hotel staff about guest arrival information and preferences
- Accurately document all phone calls, emails, mail, and instant messages from guests, hotel staff, and employees
- Track record in the department for quickest response time to guests and meeting all monthly goals for:
- Arrival Information for an average of 800 reservations per month
- Score 90% and above for email/phone monitors
- Contacting all guests a minimum of once per month by phone and email
- Assist other agents who need assistance troubleshooting issues with their calls, including procedures and policies of the SPG program, locating rates and promotions and help with navigation of software.
Skills
- Analytical and Critical Thinking
- Interpersonal Communication
- Written Communication
- Dependable and Responsible
- Organization and Time Management
- Teamwork and Collaboration
- Cultural Awareness
- Planning and Coordination
- Decision-Making
Timeline
Manager, Contract Sales
United Airlines, Flight Training Center
07.2020 - Current
Assistant Manager
Hotel Operations, United Airlines, Flight Training Center
10.2018 - 07.2020
Group Housing Supervisor
Sheraton Denver Downtown
03.2018 - 10.2018
Group Housing Coordinator
Sheraton Denver Downtown
03.2017 - 03.2018
Rooms Controller/VIP Services/FO Supervisor
Sheraton Denver Downtown
06.2016 - 03.2017
Starwood Hotels & Resorts Worldwide
07.2010 - 06.2016
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