Richard Collazo
Deltona
Summary
Competent General Manager with strong background in managing daily operations and enhancing efficiency. Proven track record of leading teams to achieve operational goals and implementing process improvements. Demonstrated ability in strategic planning and workforce management.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Assistant General Manager of Operations
Holiday Inn International Airport
06.2022 - Current
- Monitor operations through analysis of guest satisfaction systems and monthly financial reports, and conducted staff evaluations and property inspections to maintain high service standards.
- Improved Hotel's overall service scores
- Collaborated on revenue management with food and beverage outlets.
- Represented the hotel at community functions and as a member of the chamber of commerce.
- Evaluated market trends to adjust pricing strategies accordingly, maintaining competitiveness while maximizing revenue potential.
- Enhanced customer satisfaction with timely resolutions of issues and effective communication strategies.
- Implemented quality control measures that ensured consistently high product standards and customer satisfaction levels.
- Engaged team members and improved performance by delivering daily updates and conducting regular meetings to obtain feedback and convey new policies.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
Customer Support Specialist
JetBlue
08.2020 - 06.2022
- Resolve general customer service concerns through effective customer service techniques
- Work independently in a team environment
- Research flight information, compensation requests, and specific details regarding company policies and procedures
- Supported team members and customers in team environment
Complex General Manager
Holiday Inn / Staybridge, Holiday Inn Express
11.2017 - 03.2020
- Managed Two properties
- Exceeded sales and profit targets by designing strategies and growth goals, maintaining budgets, and optimizing expenses, yielding an average 13% increase in net operating income year-over-year
- Curate an exceptional guest experience by establishing policies and processes for assessing employee performance centered around customer service, increasing positive feedback by 48% annually
- 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.
- Enhanced customer satisfaction with introduction of customer feedback system, leading to service improvements and repeat business.
General Manager
FOUR POINTS BY SHERATON Orlando
09.2015 - 11.2017
- Assisted with construction and conversion of hotel
- Supervision, FF&E orders, and installation
- Exceed sales and profit targets by designing strategies and growth goals, maintaining budgets, and optimizing expenses, yielding an average 13% increase in net operating income year-over-year
- Curate an exceptional guest experience by establishing policies and processes for assessing employee performance centered around customer service, increasing positive feedback by 21% annually
- Managed a diverse team of professionals, fostering a positive work environment and high employee satisfaction.
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
General Manager
Days Inn
01.2012 - 01.2015
- Utilize advanced knowledge of current hospitality trends to improve operations.
- Team with managers and staff to create environment for impeccable performance and superior guest experience.
- Focus on sales and marketing, repositioning strategies, E-commerce, accounting and financial analysis, workforce development, property management and housekeeping standards.
- Collaborated on revenue management with food and beverage outlets, doubled revenues in Night club by 100%.
- 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.
- Implemented effective cost-saving measures to reduce overhead expenses without compromising quality or service.
- Drove the successful execution of numerous large-scale events/promotions while closely managing costs/budgetary constraints associated with event planning/management activities.
- Addressed customer complaints and feedback with immediate action, turning dissatisfied customers into loyal patrons.
General Manager
HYATT PLACE
01.2008 - 01.2012
- Set goals for increasing revenue and implemented changes that improved financial stability.
- Improved market share index and room revenue. Implemented energy conservation programs.
- Developed short- and long-term financial and operational plans.
- Monitored operations through analysis of guest satisfaction systems and monthly financial reports, and conducted staff evaluations and property inspections to maintain high service standards.
- Collaborated on revenue management with food and beverage outlets.
- Represented the hotel at community functions and as a member of the chamber of commerce.
- Exceeded year over year budget by $150K and improved flow through .68%.
- Formulated policies and procedures to streamline operations.
- Managed budget implementations, employee evaluations, and contract details.
- Directed comprehensive sales efforts to exceed revenue targets consistently while maintaining customer satisfaction levels.
Education
Associate in Business Administration -
Bronx Community College
Bronx, NY06.1988
High school diploma or GED -
Skills
- SATISFACTION (10 years)
- SALES (10 years)
- Inventory Management
- Microsoft Word
- Operations
- Payroll
- Scheduling
- Team Building
- Word
- Micros POS
- Fidelio
- Revenue Management
- Workforce Development
- Financial Analysis
- Budgeting
- Forecasting
- Financial Report Writing
- Internal Audits
- Strategic Planning
- Management
- Pricing
- E-Commerce
- Business Development
- Profit & Loss
- Leadership
- Public speaking
- Hotel experience
- Spanish
- Bilingual
- Customer service
- Multilingual
- Analysis skills
- P&L Management
- Supervising experience
- Hospitality management
- Team Management
- Operations Management
- Marketing
- Branding
- Accounts Receivable
- Office Management
- Merchandising
- Research
- Word processing
- Financial report interpretation
- Sales Management
- Purchasing
- Accounting
- Hotel management
- Upselling
- Employee relations
- Project management
- Human resources
- Banquet experience
- Conflict management
- Business management
- Negotiation
- Guest Services
- General Ledger Accounting
- Customer retention
- Customer relationship management
- Restaurant experience
- Succession planning
- Analytics
- Operational efficiency
- Sales support
- Facilities management
- Customer engagement
- Excellent communication
- Reliability
- Customer service management
- Relationship building
Accomplishments
- Supervised team of 75 staff members.
- Documented and resolved guest service issues which led to improved guest scores.
Certification
CPR Certification
Languages
Spanish - Expert
Timeline
Assistant General Manager of Operations
Holiday Inn International Airport
06.2022 - Current
Customer Support Specialist
JetBlue
08.2020 - 06.2022
Complex General Manager
Holiday Inn / Staybridge, Holiday Inn Express
11.2017 - 03.2020
General Manager
FOUR POINTS BY SHERATON Orlando
09.2015 - 11.2017
General Manager
Days Inn
01.2012 - 01.2015
General Manager
HYATT PLACE
01.2008 - 01.2012
Associate in Business Administration -
Bronx Community College
High school diploma or GED -
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