Stephanie Garcia
Everett,MA
Summary
Experienced property operations professional managing multiple short-term rental buildings with a focus on guest satisfaction, team leadership, and revenue performance. Skilled in overseeing daily operations, coordinating housekeeping and maintenance, and leading both local and overseas teams. Comfortable working directly with ownership, tracking occupancy and revenue goals, and improving processes to keep properties running smoothly and efficiently.
Overview
1
1
Language
5
5
years of professional experience
Work History
Operations Manager
Maverick Suites
Boston, MA
06.2024 - Current
- Increased guest satisfaction ratings by creating positive guest experiences and resolving issues quickly and professionally.
- Helped improve overall property performance by supporting and guiding Guest Services and Housekeeping teams across multiple short-term rental buildings.
- Oversaw daily operations for multiple properties, ensuring units were guest-ready, clean, and maintained to company standards.
- Created and managed schedules for oversea employees, maintained proper coverage, and handled time-off requests.
- Worked closely with Housekeeping, Maintenance, and Property Management to improve processes and strengthen communication between departments.
- Developed and implemented training programs to enhance staff performance and service quality.
- Conducted weekly property walk-throughs to identify maintenance, cleanliness, or safety concerns and submitted work orders as needed.
- Participated in daily meetings to review occupancy, revenue, upcoming events, and operational priorities while managing bookings and guest communication through Expedia, Airbnb, and Guesty.
- Led monthly meetings with the Cleaning Department to review performance, address concerns, and improve turnaround efficiency.
- Conducted biweekly meetings with the overseas Concierge Team to align on guest communication, service standards, and operational updates.
- Met weekly with property owners to review revenue, occupancy trends, and short- and long-term goals.
- Monitored occupancy, guest feedback, and operational performance to help drive revenue growth and maintain high service standards.
- Analyzed performance metrics to identify process improvements and reduce costs.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
Assistant Front Office Manager
The Dagny
Boston , MA
05.2023 - 05.2024
- Responsible for managing the daily operations of the front office, including greeting guests, answering phone calls and emails.
- Provided leadership to ensure that all Front Office team members are delivering excellent customer service.
- Ensured compliance with hotel policies and procedures as well as local, state and federal regulations.
- Developed and implemented strategies to maximize guest satisfaction and optimize operational efficiency.
- Assisted in recruiting, training, evaluating and developing staff members in order to maintain high standards of performance.
- Conducted regular meetings with staff members to discuss new initiatives or changes in existing processes.
- Answered phones to respond to customer inquiries and transferred calls to appropriate staff members.
- Created and optimized employee schedules for shift coverage.
Night Audit Supervisor
YOTEL Boston
Boston, MA
12.2021 - 05.2023
- Supported the hotel manager in daily operations, including managing front desk operations, guest services, and staff supervision
- Assisted in implementing quality assurance programs to maintain high standards of cleanliness, service, and guest satisfaction
- Collaborated with various departments to ensure efficient coordination and communication, resulting in improved overall operational efficiency
- Conducted staff training sessions to enhance service skills, knowledge of hotel policies, and effective handling of guest complaints
- Assisted in managing budgeting and financial processes, including tracking expenses and revenue, analyzing variances, and implementing cost-saving measures
- Successfully oversee overall hotel operations, ensuring seamless guest experiences and optimal efficiency
- Lead and motivate a diverse team of staff members, fostering a positive work environment and promoting employee engagement
- Develop and implement strategies to maximize hotel occupancy and revenue, including pricing optimization, marketing campaigns, and partnerships with local businesses
- Maintain strong relationships with corporate clients, travel agencies, and online travel agents to drive business and increase bookings.
Education
High School Diploma -
Chelsea High School, MA
Skills
- Time management
- Hospitality service expertise
- Problem solving skills
- File management
- Cash Handling
- Administrative Support
- Verbal and Written Communication
- Write Reports
- Customer Service
- Leadership
- Multi-department management
- International team coordination
- Revenue & operations oversight
- Employee Supervision
Languages
Spanish
Native/ Bilingual
Timeline
Operations Manager
Maverick Suites
06.2024 - Current
Assistant Front Office Manager
The Dagny
05.2023 - 05.2024
Night Audit Supervisor
YOTEL Boston
12.2021 - 05.2023
High School Diploma -
Chelsea High School, MA