Michael Gioja Email & Phone Number

West Roxbury

Boston, Massachusetts, United States

Boston, Massachusetts, United States

Delivering on high expectations and requests by luxury clientele for two Forbes 5-star rated hotel properties.• Directly manage the sales and reservations teams of 11 direct reports to coordinate VIPs, groups, and corporate accounts overseeing $1.4M weekly revenue generated from 1,000+ calls and emails weekly.• Coordinate with 11 departments to ensure seamless arrival, stay, and departure of all hotel guests.• Train and coach staff to improve competencies, reduce errors, and elevate customer satisfaction. • Authored and continually updated policies due to moving targets of CDC travel regulations related to COVID-19.• Processed month end financials, labor reports, and commissions while presenting findings in departmental presentations.

Boston, Massachusetts, United States

Acting director of all hotel and residential property operations for 215 guest rooms and 160 Private Residences• Directly managed 9 departments of both the hotel and residences with a staff of 35 during the overnight hours.• Coordinated late arrivals, next day arrivals, departures and billing requirements while ensuring any discrepancies are resolved. • Lead an upsell initiative netting an additional $341,000 in revenue for the 2021 fiscal year, tripling prior years revenue, despite decreased bookings due to the COVID-19 pandemic.• Resolved all customer complaints from all areas of hotel while handling all guest interactions with the highest level of service.

Boston, Massachusetts, United States

Acting director of all hotel operations for a 383 room property to ensure guest, employee, and asset safety and security.• Directly managed 8 departments of both the hotel and residences with a staff of 38 during the overnight hours.• Responded to emergency situations as first point of contact for the hotel; #1 decision maker to any concerns that arose including delegating a plan of action to onsite staff and facilitating EMS/Fire/Police as deemed necessary.• Maintained standard operations while reconciling daily financial transactions and ensured all procedures were current and observed.

Boston, Massachusetts, United States

• Lead, supervised, and coached a team of 31 union colleagues within 4 departments, including annual reviews and disciplinary actions.• Used complex problem solving to deliver results for high-expectation, luxury clientele in a quick and effective manner.• Launched pilot program to increase guest enrollment in hotel reward program resulting in exceeding annual enrollment goals by 32 percent.

Denali National Park, Ak

• Invoiced and posted City Ledger Accounts Receivable, average $80,000 weekly to 100’s of companies.• Assisted with opening and winterizing the 166 room property by creating and executing plans for seasonal operations.• Experienced supervising, scheduling, and training staff while remaining below labor budget of $40,000 monthly.• Ensured effective communication between departments by creating detailed manifest summaries of up to 30 groups weekly.

Copper Mountain, Co

• Acted as Manager on Duty, while assisting colleagues with any guests’ needs and challenges.• Accountable for opening and closing guest service locations while ordering and maintaining stock of supplies required.• Created financial reports daily representing revenue and sales from tickets, passes, rentals, and other resort activities. • Responsible for overseeing total of $10,000 cash among associate colleagues.

Perinton, Ny

• Provide customers with great tasting prepared foods.• Educate customers about ingredients and products used store-wide.• Utilize resources to gain a better understanding of products and practices and increase my knowledge.

Perinton, Ny

• Maintain the coffee shop by delegating tasks throughout the day.• Trained new employees to maintain and close the coffee department.

Denali National Park, Ak

• Reconciled accounts for rooms, restaurant, and gift shop and settled all credit card charges through batch processing. • Generated and analyzed financial reports outlining daily revenue for rooms division, gift shop, and restaurant revenue centers.• Pre-blocked room assignments for tour groups, as well as independent guests while accommodating special requests.

Denali National Park, Ak

• Consistently provided excellent customer satisfaction through supervising room reservations, checking guests in and out, reviewing accounts and charges, and responding to guest complaints.• Promoted positive guest relations by answering inquiries pertaining to local services, shopping, dining, and entertainment.

Greenville, New York

• Provided rental availabilities, services, and reservations to current and prospective guests.• Cleaned homes, checked-in, checked-out, and assisted guests with any special needs and challenges during their stay.