Victor Torres
San Antonio
Summary
Experienced in operations and customer service with a strong background in team leadership. Proven ability to enhance team performance and improve customer satisfaction. Seeking a challenging role to leverage skills and drive organizational success.
Overview
19
19
years of professional experience
Work History
Operations Manager
STAYBRIDGE SUITES
San Antonio
06.2010 - 03.2026
- Directed daily operations extended-stay property, ensuring seamless guest experiences and full adherence to brand standards.
- Oversaw daily operations, ensuring exceptional guest experience by resolving complaints, training staff in hospitality standards, and proactively addressing guest needs to enhance satisfaction and loyalty.
- Led multi-departmental teams (Housekeeping, Maintenance, and Front Desk), overseeing recruitment, scheduling and performance coaching.
- Directed the Housekeeping, Maintenance, and Front Desk teams with a focus on effective recruitment, onboarding, and staff development.
- Spearheaded training and orientation programs, successfully developing department heads to achieve top-tier guest service results.
- Maintained elite service standards, consistently delivering 90%+ Guest Service Scores through rigorous staff training and accountability.
- Achieved excellence in workplace culture, consistently scoring in the top percentile for Employee Satisfaction Scores.
- Ensured property excellence by conducting daily property walks, quality audits, and overseeing preventative maintenance and deep-clean schedules.
- Cross-trained hotel staff on P&L entry-level commentaries for General Manager; analyzed labor and fixed costs to inform operational decisions.
- Managed daily budgeting and collaborated with General Manager on refurbishment and cost-saving initiatives, ensuring alignment with financial goals.
- Controlled bottom-line expenses by overseeing inventory, ordering, and general ledger coding, ensuring adherence to budgeted goals.
- Managed accounts receivable and vendor relations, ensuring financial accuracy and prompt collections.
- Provided reports on overdue balances and ensured prompt follow-up on accounts receivable collections.
- Processed employee payroll, ensured compliance with tax and labor laws, and updated employee records.
- Attended Operations Management Course to enhance professional development and maintain property alignment with brand requirements.
- Operations Manager | Staybridge Suites NW Medical Center | June 2010 - August 2021: Promoted to Operations Manager as internal transfer.
- Operations Manager | Hyatt Place Airport | August 2021 - December 2021: Selected for temporary transfer to cross-train with a different brand within the same management group, allowing me to enhance my career opportunities. The hotel ceased operations in December 2021.
Front Desk Representative
STAYBRIDGE SUITES DOWNTOWN CONVENTION CENTER
San Antonio
06.2007 - 06.2010
- Executed all check-in and check-out procedures, managing online and phone reservations to streamline guest arrivals and departures.
- Welcomed guests upon arrival, assigned rooms, and provided detailed information on hotel amenities and services, creating a memorable first impression.
- Informed guests about payment options and verified credit card details, ensuring secure transactions and building guest trust while efficiently gathering necessary registration information.
- Upsold hotel facilities and services, enhancing guest experience and driving revenue growth.
Education
SST Travel Management Certification -
San Antonio College
San Antonio, Texas01-1994
High School Diploma -
John Jay High School
San Antonio, TX01-1988
Skills
- Property management
- Hotel PMS (Opera)
- Budget management and development
- Financial Oversight
- Operational efficiency
- Inventory management
- Quality management
- Quality control
- Cross-departmental leadership
- Staff development
- Team leadership
- Team building
- Effective communication
- Problem solving
- Troubleshooting
- Schedule oversight
- Guest services
- CRM
- Shuttle driving
Timeline
Operations Manager
STAYBRIDGE SUITES
06.2010 - 03.2026
Front Desk Representative
STAYBRIDGE SUITES DOWNTOWN CONVENTION CENTER
06.2007 - 06.2010
SST Travel Management Certification -
San Antonio College
High School Diploma -
John Jay High School