Michael Gerry Geronimo Email & Phone Number

Hotel Manager

New York, Ny, Us

• In charge of the Front Office Operations consisting the following sub-departments: PBX Operators, Lobby hosts, Guest services/Bell service, Guest Relations. Participated in budget meetings and studied the trend of business and Average Daily Rate.• Member of the Executive committee and GSS committee responsible for successfully achieving consistent high scores GSS scores through Unifocus.• Manages the delivery of efficient check-in and check-out services and coordination of front office activities with other departments to ensure all standards are met and excellent customer service is provided.• Oversees and determines the resolution of problems arising from guest concerns with a commitment to satisfying every guest.Key Accomplishments:• Directly responsible for the creation of the property Standard Operating Procedures which were shared with our corporate team to implement in Arlo’s upcoming properties.• Upon joining the company, I was able to boost the guest satisfaction indices on both Trip Advisor and corporate guest satisfaction indices thru Unifocus into the high rankings.• Consistently met our budget – approved and controlled the department’s expenses, including payroll.• Assisted with the Housekeeping and Engineering team in their daily tasks such as planning and follow through assuming the task of Operations.

Issy-Les-Moulineaux, Paris Region, Fr

• In charge of the Front Office Operations consisting the following sub-departments: PBX Operators, Concierge, Front desk, Guest services/Bell service, Guest Relations and Gift Shop. Participated in budget meetings and studied the trend of business and Average Daily Rate.• Member of the Executive committee and GSS committee responsible for successfully improving GSS scores for the 2014 from 7.8 to 9.0 as the new benchmark after renovation which we set achievable having gone through renovation .• Manages the delivery of efficient check-in and check-out services and coordination of front office activities with other departments to ensure all standards are met and excellent customer service is provided.• Oversees and determines the resolution of problems arising from guest concerns with a commitment to satisfying every guest.Key Accomplishments:• Directly responsible for the launching and restructuring of the new Front Office Operations transitioning to a 4-Star Business and Leisure property• With the re-launching of the property after the renovation, I was able to boost the guest satisfaction indices on both TripAdvisor and booking.com into the high rankings as well as the corporate guest satisfaction indices thru Medallia. We led the most enrolled guests for the Accor Le Club Loyalty enrollments for the year 2014.• Consistently met our budget – approved and controlled the department’s expenses, including payroll.• Assisted with the Food and Beverage operations in the absence of the Restaurant Managers for an extensive amount of time while managing the FO operations at the same time.Part of the Relaunching team

Dubai, United Arab Emirates, Ae

• Responsible for all pertinent matters affecting guest service and hotel operations in order to maximize hotel revenue while deliver excellence at every opportunity. • Recorded important issues of the hotel for the General Manager and Director of Rooms and Front Office’s information. • Maintained an awareness of sales opportunities in order to maximize revenue. Personally check all VIP arrival rooms and meets guest upon arrival. Worked directly with the Director of Rooms and Director of Revenue Management to monitor financial results and guest service indexes.• Oversaw the whole hotel operation during the afternoon/night operations and handled all guests’ issues in the property. Key Accomplishments:• Created new standard operating procedures to better housekeeping readiness of rooms and to improve accounting related issues towards third party payments and billing thus improving revenue in the billing allocations aspect of Accounting.• Increased our guest service index scores for check-in process and staff evaluation to a score of 9.18, 10 being the highest.

New York , Ny, Us

• Oversaw the entire operation of the hotel and served as liaison with all vendors.• Exceeded projected budgeted revenue for the very first quarter after the opening of the hotel by 28%; topped $790,121 in room’s revenues and assessed risks of changing room rates and made recommendations.• Monitored and analyzed the daily hotel financial results & weekly guest satisfaction indexes.Key Accomplishments:• Planned with architect, engineer and interior designer regarding the functionality of the front-of-the-house areas as well as the back-of-the-house and made recommendations.• Negotiated and reduced the cost of NY Times by 69%.• While opening the hotel with a relatively inexperienced staff, boosted the guest satisfaction indices on both TripAdvisor and booking.com into the high 90’s as well as the corporate guest satisfaction indices – ranked in the best #3 in NYC.• Assisted in pre-opening inspections of building requirements for hotel and established objectives for members of each department.Part of Pre-opening team.

Quarry Bay, Hong Kong, Hk

Assistant Front Office Manager/Overnight Manager Mandarin Oriental New York, NY• Manages night audit activity and the preparation of weekly accounting reports ensuring property operations meets internal audit standards. Responsible for the overall operation of the entire hotel during the night shift to ensure guest satisfaction and safety. • Ensures the provision of special services to owners and guests. Manages personnel functions such as selection, orientation, training, performance reviews, discipline, counseling, scheduling, pay and recognition.• Serves as Manager on duty and has full hotel authority in the absence of the General Manager. Directly manages all night shift team members. Interviews, trains, supervise, counsels, schedules and evaluate staff. Assisted the Director of Sales and Marketing in the sales effort. Participated in budget meetings and studied the trend of business and Average Daily Rate.• Directly manages all night shift team members. Interviews, trains, supervise, counsels, schedules and evaluate staff.

• In charge of the Front Office Operations consisting the following sub-departments: PBX Operators, Concierge, Front desk, Guest services, Guest Relations and Gift Shop. Participated in budget meetings and studied the trend of business and Average Daily Rate.• Member of the Executive committee and GSS committee responsible for successfully improving GSS scores for the first quarter 2006 from 68% to the highest ever by this property of 92%.• Manages the delivery of efficient check-in and check-out services and coordination of front office activities with other departments to ensure all standards are met and excellent customer service is provided.• Oversees and determines the resolution of problems arising from guest concerns with a commitment to satisfying every guest.Key Accomplishments:• Directly responsible for the reopening and restructuring of the new Front Office, Front Desk, Gift shop and Great room area.• 2006 Recipient Manager of the Third Quarter Award and is certified Six Sigma manager. Promoted and relocated to Westin Pasadena for property re-organization for 1 year.• We led the most enrolled guests for the Starwood Preferred Guests in all properties local and international for 2nd quarter 2006.• Consistently met our budget – approved and controlled the department’s expenses, including payroll.Note: Promotion/Relocation from New York to Pasadena, CA

Front desk Manager JW Marriott Hotel, Washington DC• Responsible for coordinating the extraordinary friendly, personalized professional and efficient arrival and rooming of hotel guests commensurate with the operations of a world-class hotel.• Ensured that all guests were promptly greeted and assisted upon arrival to the hotel and that clean and ready rooms satisfying specific requests are provided for arriving guests in an exceptionally timely manner.• Handled all guests’ issues in the property and provided problem resolution for service recovery.• Liaised with other Rooms Division departments to ensure a smooth operation consistent with Hotels standards. Trains, supervises and monitors the performance of all Front Office.Key Accomplishments:• Recipient of the Bill Tiefel Service Excellence Certificate and August 2002 Soar High Manager of the Month

Dubai, United Arab Emirates, Ae

Guest Services Manager Burj Al Arab Hotel, Dubai, UAE• One of the most prestigious and luxury hotel to date. Rated as a seven star property by Condenast.• Represents the department in hotel operations meetings and assists other guest service areas with daily operations and supervision.• Manages administrative projects and ensured in providing five star luxury experience for guests.• Ensures adherence to quality standards. Assigned for interviews, trainings, supervision, counseling and scheduling of associates.• Participated in budget meetings and studied the trend of business and Average Daily Rate. Key Accomplishments:• Part of the opening/pioneering team.• Part of the task force team to conduct trainings for The Emirates Hotel, which is also owned by Jumeirah properties. • Created the standard operating procedures for both Concierge and Guest Services Departments. Part of the pioneer/opening team

Front desk Manager-Concierge New World Renaissance Hotel, Manila, Philippines• Oversaw front desk operations and provided guest service, guidance and leadership to ensure consistent customer service is provided.• Monitored and analyzed the productivities of newer staff.• Assigned and instructed team members in details of work and monitored lobby traffic to make staffing adjustments accordingly.• Resolved customer complaints. Trained, supervised, scheduled and assisted in evaluating staff.Key Accomplishments:• Part of the opening/pioneering team.• Manager of the Year-1995 and Manager of the Quarter for 1997 and 1999• Bill Tiefel Awardee for 1997