SOFÍA GALÍNDEZ CINTRÓN
Monrovia,CA
Summary
Hospitality leader who connects guest service, people operations, and financial management to improve performance. Brings hands-on leadership in escalations, team coaching, third-party partner management, compliance, budgeting, and variance analysis, with a focus on standards that teams can execute consistently.
Overview
14
14
years of professional experience
Work History
Hotel Controller | Previously Assistant Director of Finance
Noble House Hotels & Resorts - The Edgewater Hotel
Seattle, WA
05.2024 - 09.2026
- Collaborated with operating leaders on labor, scheduling, purchasing, and departmental costs, linking daily operating decisions to service levels and profitability.
- Examined income statements, balance sheets, cash flow, forecasts, and variance reporting to identify trends, risks, and opportunities for leadership action.
- Assisted with budgeting, financial projections, close processes, and internal controls in high-touch hospitality environment, applying customer-operations perspective to financial decisions.
HR Generalist
Sight Partners
09.2022 - 05.2024
- Managed employee relations, onboarding, offboarding, benefits, compensation support, leave administration, and policy implementation to enhance employee experience and service delivery.
- Developed compliance and employee development training, partnering with leaders on performance management and regulatory reporting to address complex people and process issues.
- Led implementation of Paylocity and launched Employee Navigator and Acorn Uniforms, improving workflows, access to information, and the employee support experience.
Director of Housekeeping
Embassy Suites Seattle Downtown
Seattle, WA
07.2021 - 08.2022
- Achieved Top 5 Clean Stay recognition within Hilton and #1 within the Embassy Suites brand through disciplined quality standards, inspections, coaching, and follow-through.
- Led housekeeping operations, service quality, staffing, labor management, inventory control, and performance management in high-volume full-service hotel.
- Managed teams in union environment, ensuring alignment with customer expectations, operational capacity, cost controls, and brand standards.
Director of Front Office
Embassy Suites Seattle Downtown
Seattle, WA
10.2020 - 07.2021
- Coordinated front office service delivery and complex guest recovery across Housekeeping, Reservations, Revenue Management, Sales, and other hotel functions to enhance guest journey.
- Cultivated strategic relationships with third party travel and distribution partners, overseeing contract negotiations, inventory availability, and channel compliance.
- Partnered with Revenue Management on pricing strategy, length of stay controls, packages, and inventory decisions, balancing customer demand, channel performance, and revenue objectives.
- Developed customer-facing teams, reinforcing service standards and performance expectations to ensure accountability and effective escalation practices.
Housekeeping Assistant Manager
Embassy Suites Seattle Downtown
Seattle, WA
08.2019 - 10.2020
- Managed daily housekeeping operations, including inspections, staffing, inventory, and service recovery, ensuring adherence to brand and cleanliness standards.
- Supervised housekeeping teams across guest suites, public areas, and back-of-house spaces.
- Inspected cleaned rooms for Embassy Suites Seattle Downtown quality and brand standards.
- Collaborated with Front Office and Housekeeping to swiftly resolve room readiness and quality issues, enhancing overall guest experience.
- Organized daily room allocations to ensure efficient cleaning operations with front desk and maintenance teams.
Front Office Manager
Embassy Suites Seattle Downtown
Seattle, WA
12.2017 - 08.2019
- Led daily front office operations and served as an escalation point for complex guest concerns, reservation issues, billing disputes, and service recovery.
- Created revenue enhancement initiatives generating over $20,000 in additional monthly revenue, supporting Top 5 TripAdvisor ranking for two consecutive years.
- Collaborated with representatives from third-party booking channels including Expedia, Hotels.com, and Kayak to resolve escalated reservation, billing, inventory, and customer service issues.
- Recruited, trained, coached, and evaluated customer-facing employees, improving team member satisfaction by over 10%.
Assistant Front Office Manager
DoubleTree by Hilton San Juan
San Juan, PR
10.2013 - 11.2017
- Supervised front desk operations using Hilton standards at DoubleTree by Hilton San Juan.
- Supported front office leadership across arrivals, departures, guest requests, service recovery, staffing, and daily operational priorities.
- Coached frontline employees and coordinated with hotel departments to resolve guest issues, ensuring consistent service standards.
- Resolved guest concerns with prompt service and professional communication.
- Trained front desk staff on service procedures and hotel policies.
- Monitored VIP arrivals and special requests, ensuring timely room readiness for enhanced guest experiences.
- Conducted daily briefing sessions with front office staff to review occupancy status, arrivals and departures, special requests and VIP guests.
Assistant Revenue Supervisor
DoubleTree by Hilton San Juan
San Juan, PR
05.2012 - 10.2013
- Reviewed daily revenue reports, pickup trends, and booking pace.
- Updated forecast files and revenue calendars to reflect hotel demand accurately.
- Coordinated reservation needs and availability with hotel teams, aligning guest expectations with revenue objectives.
- Supported in-house reservations and revenue operations, enhancing understanding of booking behavior, inventory management, rate strategy, distribution, and pre-arrival customer journey.
- Collaborated with front office, sales, and reservations teams to align operations.
- Audited reservation details, billing codes, and group blocks.
Education
Bachelor's - Human Resources
NUC University, Online Division
Skills
- Customer journey management
- Escalation & Service Recovery
- Third-Party Partner Management
- Revenue strategy
- Budget management
- Cost management
- Financial Reporting
- Process improvement
- Quality Assurance
- System implementation
- Data Analysis
- Cross-functional collaboration
- Team leadership
- Vendor Negotiation
- Customer/Guest Insights
Accomplishments
- $20K+ monthly revenue growth
- Built service and revenue initiatives that increased ancillary revenue by more than $20K per month.
- 10%+ employee satisfaction gain
- Improved team-member satisfaction through coaching, engagement, accountability, and cross functional leadership.
- Top tier guest & quality results
- Helped sustain a Top 5 TripAdvisor ranking for two years consecutively; achieved Top 5 Hilton Clean Stay and #1 within Embassy Suites.
- Business + customer perspective
- Managed multimillion dollar budgets, labor, inventory, forecasts, financial reporting, and operating controls.
Timeline
Hotel Controller | Previously Assistant Director of Finance
Noble House Hotels & Resorts - The Edgewater Hotel
05.2024 - 09.2026
HR Generalist
Sight Partners
09.2022 - 05.2024
Director of Housekeeping
Embassy Suites Seattle Downtown
07.2021 - 08.2022
Director of Front Office
Embassy Suites Seattle Downtown
10.2020 - 07.2021
Housekeeping Assistant Manager
Embassy Suites Seattle Downtown
08.2019 - 10.2020
Front Office Manager
Embassy Suites Seattle Downtown
12.2017 - 08.2019
Assistant Front Office Manager
DoubleTree by Hilton San Juan
10.2013 - 11.2017
Assistant Revenue Supervisor
DoubleTree by Hilton San Juan
05.2012 - 10.2013
Bachelor's - Human Resources
NUC University, Online Division