Viviana Santiago
Irving,TX
Summary
Dedicated individual focused on providing excellent customer service, managing reservations, and streamlining front desk operations. Accomplished in driving team performance, providing leadership and support, and handling complex customer inquiries. Highly organized with a proven track record of success in achieving organizational goals.
Overview
19
19
years of professional experience
Work History
General Manager
Springhill Suites By Marriott
06.2024 - Current
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
- Managed a diverse team of professionals, fostering a positive work environment and high employee satisfaction.
- 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.
- Managed budget development, forecasting, and financial reporting processes to track progress towards organizational objectives accurately.
- Implemented effective cost-saving measures to reduce overhead expenses without compromising quality or service.
- Directed comprehensive sales efforts to exceed revenue targets consistently while maintaining customer satisfaction levels.
- Maximized operational excellence mentoring personnel on management principles, industry practices, and company procedures.
- Enhanced customer satisfaction with introduction of customer feedback system, leading to service improvements and repeat business.
- Boosted employee retention by developing comprehensive benefits package and fostering positive work environment.
- Enhanced team collaboration and communication by introducing new project management tool, leading to more efficient project completions.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
Front Desk Supervisor
Residence Inn Marriott
02.2022 - Current
- Trained and supervised new front desk staff members, providing guidance and coaching as needed
- Determined charges for services requested, collected deposits, or payments and arranged for billing
- Supported same-day selling procedures to maximize room revenue and property occupancy
- Interacted with guests to obtain feedback on service levels
- Proactively addressed customer inquiries and complaints, resolving conflicts and promoting a positive customer experience
- Reviewed daily front office work and activity reports generated by night audits
- Communicated with housekeeping and maintenance staff to report guest problems
- Participated in weekly meetings with managers to discuss and address hotel topics and concerns
- Guided and directed staff members by setting performance standards and monitoring work activities and tasks
- Provided administrative support to other departments as needed
- Monitored office supply needs with consistent inventory checks and requisition approvals
- Implemented and enforced corporate and departmental policies and service standards
- Resolved conflicts between employees in an efficient manner while maintaining a positive work environment for all individuals involved
- Drafted and monitored employee scheduling to support effective resource allocation
Night Auditor/Front desk
Best Western Plus
05.2018 - 01.2022
- Resolved guest issues with creative solutions, escalating major concerns to management
- Greeted customers upon arrival and helped with check-in
- Generated computerized customer bills and processed customer payments
- Coordinated with housekeeping staff to verify all rooms were clean and ready for guests
- Reconciled daily cash drawers and prepared end-of-day reports
- Interacted kindly with guests, offering assistance and support
- Handled cash, credit, and debit card transactions accurately
- Made and confirmed reservations
- Cleaned and maintained lobby and common areas, such as restocking supplies and watering plants
- Performed bookkeeping activities, such as balancing accounts and conducting nightly audits
- Posted charges for rooms, food, liquor, or telephone calls, to ledgers, manually, or by using computers
- Contacted housekeeping or maintenance staff when guests reported problems
Bartender
Ginnis Bar and Restaurant
05.2006 - 09.2018
- Followed alcohol awareness procedures for preventing intoxication and dealing with intoxicated guests
- Greeted patrons promptly and cordially, exhibiting excellent guest service skills
- Kept bar organized and clean during busy hours
- Completed POS transactions, returning currency, coin, and payment cards to patrons
- Mixed and served alcoholic and non-alcoholic beverages according to established recipes
- Checked customer identification to verify age requirements for alcohol purchases
- Developed strong working relationships with customers and staff
- Created new and exciting cocktails and beverages based on item availability and seasonal interest
- Maintained understanding of menu items to answer patron questions regarding food, drinks, and preparation methods
- Assessed bar inventory and completed requisition sheets to restock supplies
- Crafted specialty cocktails according to customer specifications
Education
Chester High
Chester, PASkills
- Marketing
- Project Management
- Budget Planning
- Communication
- Problem-solving
Languages
Spanish, English
Native or Bilingual
Timeline
General Manager
Springhill Suites By Marriott
06.2024 - Current
Front Desk Supervisor
Residence Inn Marriott
02.2022 - Current
Night Auditor/Front desk
Best Western Plus
05.2018 - 01.2022
Bartender
Ginnis Bar and Restaurant
05.2006 - 09.2018
Chester High
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