Summary
Overview
Work History
Skills
Languages
Timeline
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Reyna Fitch

Chula Vista ,CA

Summary

Professional leader with comprehensive experience in driving operational excellence and strategic growth. Proven track record of fostering team collaboration and achieving impactful results in dynamic environments. Skilled in navigating complex challenges, optimizing processes, and cultivating positive workplace cultures. Known for adaptability, effective communication, and strong decision-making abilities.

Overview

11
11
years of professional experience

Work History

General Manager

Comfort Inn Chula Vista
02.2018 - Current
  • Company Overview: ExcelHotelGroup
  • Do payroll
  • Placing Breakfast Orders, Placing the Supply order
  • Recruiting Qualifying Applicants
  • Assisting on preparing Budget
  • Responding to Medallia, Expedia, Booking Surveys
  • Responding to the P& L
  • Keeping expenses in line with budget
  • Doing schedules
  • Changing rates to maximize revenue
  • Monitoring hotel and reporting any accidents or incidents to the HR
  • Doing Safety Training with all the staff
  • ExcelHotelGroup
  • Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
  • Managed budget development, forecasting, and financial reporting processes to track progress towards organizational objectives accurately.
  • Formulated policies and procedures to streamline operations.
  • Implemented operational strategies and effectively built customer and employee loyalty.
  • Managed budget implementations, employee evaluations, and contract details.
  • Established comprehensive employee training programs to develop skills, improve productivity, and maintain compliance with industry regulations.
  • Developed and executed strategic plans for business growth and expansion, resulting in increased market share.
  • Managed purchasing, sales, marketing and customer account operations efficiently.
  • Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality.
  • Updated and resolved incidents and managed accessorial charges objectively while maximizing profit.
  • Identified and qualified customer needs and negotiated and closed profitable projects with high success rate.
  • Developed and executed comprehensive employee training program, elevating staff skills and improving service delivery.
  • Increased overall company efficiency by streamlining operations and implementing innovative managerial strategies.
  • Analyzed market trends/data to identify potential opportunities for business growth within existing or emerging markets successfully.
  • Improved operational efficiency by streamlining workflow processes and adopting cutting-edge technology.
  • Managed a diverse team of professionals, fostering a positive work environment and high employee satisfaction.
  • Developed and implemented strategies to increase sales and profitability.
  • Cultivated strong relationships with clients, vendors, and partners to ensure long-term success and loyalty.
  • Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organizational growth.
  • Drove year-over-year business growth while leading operations, strategic vision, and long-range planning.
  • Implemented effective cost-saving measures to reduce overhead expenses without compromising quality or service.
  • Directed comprehensive sales efforts to exceed revenue targets consistently while maintaining customer satisfaction levels.
  • Maximized operational excellence mentoring personnel on management principles, industry practices, and company procedures.
  • Provided thoughtful guidance to personnel in navigating and resolving snags in productivity.
  • Drove the successful execution of numerous large-scale events/promotions while closely managing costs/budgetary constraints associated with event planning/management activities.
  • Implemented sustainability initiative, reducing energy consumption and waste, and promoting eco-friendly practices.
  • Addressed customer complaints and feedback with immediate action, turning dissatisfied customers into loyal patrons.

Front Office Manager, Front Desk Agent

Holiday Inn National City
06.2020 - 01.2022
  • Company Overview: Pacifica Host
  • Doing front desk employees
  • Processing payments including room charges, debit and credit, cash and checks
  • Processing wake-up call requests
  • Checking in and checking out guests
  • Answering guest queries and providing services as required
  • Counting and securing the till at shift’s end
  • Creates a welcoming environment by greeting guests, answering phone calls, directing visitors, and taking messages for employees
  • Takes customer complaints or issues and passes them on to the appropriate parties
  • Schedules and maintains the calendar of company executives
  • Coordinates the booking and setting up of meeting rooms
  • Organizes and files company documents either electronically or with a paper filing system
  • Provides support for teams when necessary
  • Pacifica Host
  • Monitored financial transactions at the front desk, ensuring accurate billing procedures and minimizing discrepancies.
  • Created weekly schedules for front office staff members to ensure appropriate coverage during peak hours or high demand periods.
  • Reconciled end-of-day reports to determine accurate billing and payment processing.
  • Resolved guest complaints professionally, maintaining positive relationships with customers for future business opportunities.
  • Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
  • Developed effective communication channels within the team to improve decision-making process and problem-solving abilities.
  • Enhanced guest satisfaction by efficiently managing front office operations and addressing customer concerns promptly.
  • Collaborated with housekeeping and maintenance departments to ensure timely room availability and optimal guest experience.
  • Conducted regular staff evaluations, providing constructive feedback and identifying opportunities for professional growth.
  • Implemented pre-arrival preparations such as assigning rooms based on specific requirements leading to seamless arrival experiences.
  • Coached employees through day-to-day work and complex problems.
  • Managed reservation inquiries over phone/email/web platforms effectively ensuring full capacity utilization.
  • Managed daily room inventory to maximize occupancy rates and revenue generation.
  • Updated guests'' profiles systematically incorporating preferences and feedback for providing personalized experiences during future visits.
  • Developed procedures to establish accurate and organized check-in and check-out processes.
  • Streamlined check-in and check-out processes for faster service, resulting in higher guest satisfaction scores.
  • Maintained a clean and organized work environment, promoting a professional image of the hotel to guests.
  • Created, prepared, and delivered reports to various departments.
  • Implemented staff training programs, improving employee performance and team cohesion.
  • Implemented cross-training program, enhancing team flexibility and coverage during peak periods.
  • Established new guest feedback system to capture insights, leading to tailored service improvements.
  • Increased repeat business by personalizing guest experiences and recognizing loyalty.
  • Fostered culture of excellence within front office team, leading by example and encouraging continuous learning.
  • Organized staff schedules to ensure coverage during all operational hours, accounting for peak times and special events.
  • Enhanced onboarding process for new front office staff, reducing time to full productivity.
  • Led front office team during major hotel renovation, maintaining high service standards amidst changes.
  • Streamlined communication between front office and other hotel departments, improving overall operation efficiency.
  • Facilitated team meetings to discuss performance goals, guest feedback, and areas for improvement.
  • Oversaw daily operations of front desk, ensuring all guest interactions were handled with high professionalism.
  • Negotiated with vendors for office supplies, securing cost-effective deals that met our quality standards.
  • Handled guest complaints with empathy and professionalism, restoring satisfaction swiftly.
  • Developed and enforced front office policies that ensured consistent and high-quality guest experience.
  • Coordinated with housekeeping and maintenance departments to ensure guest rooms met highest standards of cleanliness and repair.
  • Enhanced guest satisfaction by implementing streamlined check-in process that reduced waiting times.
  • Managed room inventory to optimize occupancy rates, adjusting pricing strategies according to market trends.
  • Reduced operational costs without compromising service quality by renegotiating supplier contracts.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Assisted in organizing and overseeing assignments to drive operational excellence.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
  • Established team priorities, maintained schedules and monitored performance.
  • Defined clear targets and objectives and communicated to other team members.
  • Set aggressive targets for employees to drive company success and strengthen motivation.
  • Successfully managed budgets and allocated resources to maximize productivity and profitability.
  • Identified and communicated customer needs to supply chain capacity and quality teams.
  • Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
  • Developed detailed plans based on broad guidance and direction.
  • Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
  • Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
  • Resolved guest issues promptly, resulting in positive feedback and return visits.
  • Welcomed each new arrival pleasantly and confirmed reservations and identification.
  • Took reservations over phone, in person, and via computer for guests and provided confirmation information.
  • Utilized strong organizational skills to manage daily tasks efficiently while maintaining focus on delivering outstanding guest service experiences.
  • Answered customer telephone calls promptly and appropriately handled needs.
  • Increased customer loyalty with exceptional communication skills and personalized service.
  • Enhanced guest satisfaction by efficiently managing check-in and check-out processes.
  • Collaborated with housekeeping staff to maintain cleanliness standards in the lobby and common areas.
  • Managed room inventory effectively, ensuring optimal occupancy rates and revenue generation.
  • Ensured compliance with hotel policies and procedures while addressing any discrepancies in a timely manner.
  • Coordinated group bookings successfully, handling all logistics from reservation confirmation to departure arrangements.
  • Improved team communication with daily briefing on occupancy, events, and guest requests.
  • Ensured accurate billing and payment processing, reducing errors and guest disputes.
  • Developed quick reference guide for local attractions and dining, enriching guest experience.
  • Assisted in training new front desk agents, sharing best practices and procedures.
  • Monitored lobby area for cleanliness and comfort, ensuring positive first impression.
  • Streamlined check-in and check-out processes for increased efficiency.
  • Managed inventory of front desk supplies, keeping essential items well-stocked.
  • Updated guest profiles with preferences and requests for personalized service in future stays.
  • Handled emergency situations with calmness and efficiency, ensuring guest safety.
  • Increased repeat business by developing personal connections with guests and addressing their needs.
  • Resolved guest complaints with effective problem-solving, improving overall guest experience.
  • Enhanced guest satisfaction by providing timely and courteous front desk service.
  • Boosted online ratings by soliciting guest feedback and addressing online reviews.
  • Coordinated with housekeeping and maintenance to ensure rooms met hotel standards.
  • Contributed to higher occupancy rates through outstanding customer service.
  • Promoted hotel amenities and services to guests, enhancing their stay.
  • Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
  • Trained new staff members in customer service techniques and hotel operations.
  • Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
  • Enforced policies and procedures to increase efficiency.
  • Developed and maintained positive relationships with guests for satisfaction.
  • Kept accounts in balance and ran daily reports to verify totals.
  • Implemented marketing and promotional initiatives to increase occupancy.
  • Coordinated with vendors for repair and maintenance of hotel.
  • Prepared reports on guest satisfaction levels and other metrics.
  • Monitored staff performance and provided feedback and guidance.
  • Monitored hotel's budget and financial records.
  • Promoted hotel brand's loyalty program via social media, email and direct mail.

General Manager

Best Western Americana
02.2014 - 01.2018
  • Company Overview: Merced Investment
  • Do payroll
  • Placing Breakfast Orders, Placing the Supply order
  • Recruiting Qualifying Applicants
  • Assisting on preparing Budget
  • Responding to Medallia, Expedia, Booking Surveys
  • Responding to the P& L
  • Keeping expenses in line with budget
  • Doing schedules
  • Monitoring hotel and reporting any accidents or incidents to the HR
  • Doing Safety Training with all the staff
  • Merced Investment
  • Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
  • Developed and implemented strategies to increase sales and profitability.
  • Cultivated strong relationships with clients, vendors, and partners to ensure long-term success and loyalty.
  • Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organizational growth.
  • Managed budget development, forecasting, and financial reporting processes to track progress towards organizational objectives accurately.
  • Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures, and technology systems.
  • Implemented operational strategies and effectively built customer and employee loyalty.
  • Managed budget implementations, employee evaluations, and contract details.
  • Increased overall company efficiency by streamlining operations and implementing innovative managerial strategies.
  • Directed comprehensive sales efforts to exceed revenue targets consistently while maintaining customer satisfaction levels.
  • Maximized operational excellence mentoring personnel on management principles, industry practices, and company procedures.
  • Implemented robust inventory management systems to optimize stock levels and minimize waste/costs associated with excess product storage.
  • Implemented sustainability initiative, reducing energy consumption and waste, and promoting eco-friendly practices.
  • Developed and executed comprehensive employee training program, elevating staff skills and improving service delivery.
  • Addressed customer complaints and feedback with immediate action, turning dissatisfied customers into loyal patrons.
  • Boosted employee retention by developing comprehensive benefits package and fostering positive work environment.
  • Led team to exceed sales targets, implementing motivational incentives and comprehensive training programs.
  • Enhanced customer satisfaction with introduction of customer feedback system, leading to service improvements and repeat business.
  • Scheduled employees for shifts, taking into account customer traffic and employee strengths.
  • Negotiated with suppliers to secure better pricing, reducing operational costs while maintaining product quality.
  • Assisted in recruiting, hiring and training of team members.
  • Interacted well with customers to build connections and nurture relationships.
  • Trained and guided team members to maintain high productivity and performance metrics.
  • Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
  • Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
  • Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
  • Monitored daily cash discrepancies, inventory shrinkage and drive-off.
  • Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
  • Managed purchasing, sales, marketing and customer account operations efficiently.
  • Implemented business strategies, increasing revenue, and effectively targeting new markets.
  • Reported issues to higher management with great detail.
  • Negotiated price and service with customers and vendors to decrease expenses and increase profit.
  • Updated and resolved incidents and managed accessorial charges objectively while maximizing profit.
  • Identified and qualified customer needs and negotiated and closed profitable projects with high success rate.
  • Reduced operational risks while organizing data to forecast performance trends.
  • Reduced budgetary expenditures by effectively negotiating contracts for more advantageous terms.
  • Raised property accuracy and accountability by creating new automated tracking method.

Skills

  • Visual Matrix
  • SkyTouch
  • Opera
  • Microsoft
  • Problem solving
  • Time management
  • Punctuality
  • Problem resolution

Languages

Spanish
Full Professional

Timeline

Front Office Manager, Front Desk Agent

Holiday Inn National City
06.2020 - 01.2022

General Manager

Comfort Inn Chula Vista
02.2018 - Current

General Manager

Best Western Americana
02.2014 - 01.2018

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Reyna Fitch