As a General Manager, I lead all aspects of property operations, collaborating closely with Executive Committee members and department heads to implement operational and brand strategies. I am committed to driving revenue growth, maximizing financial performance, and exceeding brand standards, while fostering employee satisfaction to deliver exceptional guest experiences.

In this role, I served as a strategic leader, working with my team to deliver brand initiatives and service excellence. I ensured that property-wide strategies were in place to meet customer needs, enhance employee satisfaction, and drive financial performance. As a member of the Executive Committee, I led efforts to deliver high-quality service that aligned with Marriott’s brand values.

I managed all aspects of the Rooms Division, overseeing operations for front office, housekeeping, guest relations, and other key services to enhance the overall guest experience. My focus was on delivering personalized and memorable experiences by developing and implementing customer service strategies aligned with Marriott’s brand standards.Key accomplishments:Guest Satisfaction: Initiated guest feedback programs that provided actionable insights to improve service quality. My initiatives resulted in a marked increase in guest satisfaction scores, enhancing guest loyalty and retention.Operational Efficiency: Introduced processes to streamline check-in and check-out, optimized room allocation, and implemented best practices in housekeeping, leading to improved room turnaround times and operational efficiencies.Team Development: Trained and mentored the Rooms Division team, empowering them to anticipate and fulfill guest needs proactively. Developed a high-performing team culture focused on guest-first principles, which helped boost employee satisfaction and team cohesion.Crisis Management: Developed contingency plans and effectively handled unexpected operational challenges, ensuring minimal impact on guest experience. For instance, during peak seasons and unforeseen events, I implemented service recovery tactics that helped maintain brand reputation.Revenue Optimization: Collaborated with the revenue management team to align room inventory management with seasonal demand and pricing strategies, resulting in increased occupancy rates and revenue growth.As Director of Rooms operations, I worked to transform guest interactions into lasting positive impressions, positioning the property as a preferred choice in a highly competitive market.