Viviana Santiago
Irving,TX
Summary
Seasoned General Manager with a proven track record at Springhill Suites By Marriott, enhancing operational efficiency and spearheading strategic planning. Excelled in leadership and team building, significantly improving employee productivity and customer satisfaction. Skilled in sales and customer relationship management, adept at identifying and implementing improvements to drive business growth and market expansion.
Overview
3
3
years of professional experience
Work History
General Manager
Springhill Suites By Marriott
Irving, TX
06.2024 - Current
- Assisted in the recruitment process by interviewing potential candidates for open positions.
- Implemented employee recognition programs to motivate staff members towards achieving organizational goals.
- Maximized time and employee productivity, consolidating data, payroll and accounting programs into centralized systems.
- Resolved customer complaints quickly while maintaining high quality standards of service delivery.
- Trained employees on duties, policies and procedures.
- Tracked monthly sales to generate reports for business development planning.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Implemented successful business strategies to increase revenue and target new markets.
- Ensured compliance with applicable laws, regulations and industry standards pertaining to operations management.
- Administered employee discipline through verbal and written warnings.
- Supervised employees through planning, assignments, and direction.
- Conducted regular meetings with senior management team to review progress against established objectives.
- Created schedules and monitored payroll to remain within budget.
- Monitored inventory levels and placed new orders for merchandise to keep supply well-stocked.
- Coordinated training activities for employees to ensure compliance with company policies and procedures.
- Prepared staff work schedules and assigned team members to specific duties.
- Managed all aspects of daily business operations including budgeting, staffing, scheduling, inventory control, customer service and sales.
- Identified needs of customers promptly and efficiently.
- Identified areas of improvement in current business practices and collaborated with other departments to develop action plans for implementation.
Assistant Manager
Residence Inn By Marriot
Bedford, TX
10.2023 - 06.2024
- Communicated regularly with customers to gain insights into their needs.
- Organized training sessions for new hires to familiarize them with the workplace environment.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Evaluated individual and team business performance and identified opportunities for improvement.
- Coordinated with other departments to ensure smooth flow of operations.
- Organized team activities to build camaraderie and foster pleasant workplace culture.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
Front Desk Supervisor
Residence Inn By Marriot
Bedford, TX
02.2022 - 10.2023
- Processed payments, cashiering duties and credit card transactions accurately.
- Supervised daily operations at the front desk including check-ins and checkouts, reservations.
- Assisted guests with inquiries and requests.
- Greeted and welcomed guests in a friendly, professional manner.
- Mentored new staff on correct procedures, compliance requirements and performance strategies.
- Consulted with managers to resolve problems relating to employee performance, office equipment and work schedules.
- Oversaw cash and credit card payment transactions at the front desk.
- Computed balances, totals or commissions to support accounting team.
Education
High School Diploma -
Chester High School
Chester, Pa06-1992
Skills
- Sales
- Strategic planning
- Team building
- Data review
- Problem resolution
- Marketing
- Customer relationship management
- Vendor sourcing
- Leadership and team building
- Employee scheduling
Languages
Spanish
Full Professional
English
Full Professional
Timeline
General Manager
Springhill Suites By Marriott
06.2024 - Current
Assistant Manager
Residence Inn By Marriot
10.2023 - 06.2024
Front Desk Supervisor
Residence Inn By Marriot
02.2022 - 10.2023
High School Diploma -
Chester High School
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