Quality Assurance Manager

Mario Plasencia, CHA

Orlando, FL ***** 407-***-**** *****.*********@*****.***

General Manager

General Manager with over 10 years of experience with the ability to design and implement

multi-million dollar property renovations. Negotiate, manage, and maintain contracts for

vendors, contractors, and systems maintenance. Lead sales and marketing to achieve budget

objectives. Manage Cash Flow, Accounts Receivables, and Accounts Payables. Strong planner

and problem solver who readily adapts to change, works independently and exceeds

expectations. Possess effective training skills with the talent to motivate team members.

Leverage finely-honed interpersonal and time management skills to successfully manage a

team and increase profitability achieving corporate goals and objectives. Excellent

interpersonal skills and great communication with bilingual skills English/Spanish (verbal

& written).

Areas of expertise include but are not limited to:

Strategic /Tactical Planning Team Building/Development Profit /Loss Accountability

Coaching /Mentoring Clients Relations/Retention Outstanding Customer Service

Inventory Control Market Grow/Exploitation Meet/Exceed Company Goals

Strategic Sales/Marketing Budget/ Cost Control Accounts Receivable/Payable

Relationship Building Forecasting Microsoft Office/ Internet

WORK HISTORY

General ManagerChampions World Resort Kissimmee, FL. 2003-2012

Accounted for all aspects of property operation including Budgeting, Forecasting, P&L

production and analysis, Capital and Renovation projects of a 435 room resort hotel.

Successfully managed and directed property under three different ownership entities

during my tenure.

Oversaw multi-property operations with a total of 1100 rooms for three properties

combined.

Lead re-branding initiative of one property from franchise to independent.

Developed, designed, negotiated, and implemented Human Resources programs (Benefits,

Policies, etc.)

Expanded property marketing segments to include Sports and Recreation.

Achieved yearly bonus incentives for Revenue and Gross Operating Profits.

Managed on-line travel agent accounts and internet marketing programs.

Achieved and maintained A grade on Wyndham Quality Assurance inspections.

Maintained perfect scores on Disney Good Neighbor property Quality Assurance inspections.

Executive Assistant Manager (AGM) Adam s Mark Hotel Orlando, FL. 20002003

Lead the Rooms and assisted General Manager in operating a 510 room upscale hotel and

conference center.

Executive Committee member.

Developed and managed operating budget for Rooms Division, Security, and Valet Parking

operations.

Achieved 78% Rooms profitability.

Reached and maintained 90% Guest Satisfaction index scores.

Mario Plasencia, CHA

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Guest Show Manager (Housekeeping) Walt Disney World Resort Lake Buena Vista, FL. 19972000

Managed the Housekeeping operation of several buildings at Disney s Old Key West Vacation

Ownership Club (800 units) and Coronado Springs Resort and Conference Center (1967 units).

Brought buildings and individual units to Disney standards within six months.

Implemented labor productivity, quality assurance, and cast member training programs.

Increased Guest Satisfaction scores by 10% and Cast Excellence Measurement scores by 12%.

Selected as task force trainer for the opening of the Disney Magic Cruise Line ship.

Director of LodgingCallaway Gardens Pine Mountain, GA. 19951997

Directed the Rooms operation of an 800 unit (including privately and company owned units)

Four Star Resort

Executive Committee member.

Developed and managed budgets for Rooms, Public Areas, Laundry, Fitness Center, &

Regional Airport.

Accomplished 79% Rooms profitability.

Implemented and lead the Guest Care customer service training program for all

departments.

Improved housekeeping and front desk guest satisfaction scores by 9% and 11%

respectively.

Achieved and maintained excellent relationship with unit owners.

Guest Services Director (AGM) Hyatt Regency Pier Sixty Six Ft. Lauderdale, FL. 1992-

1995

Controlled all aspects of the Rooms operation of a 388-room Four Star Resort and Marina.

Executive Committee member.

Realized 77% Rooms profitability.

Increased transient sales by 21%.

Established rate strategy program for property.

Improved housekeeping and front desk guest satisfaction scores by 15% and 17%

respectively.

Headed property conversion from Preferred Hotels to Crown Plaza Resort to Hyatt Regency.

Coordinated Rooms renovation project.

Additional Work History:

Interstate Hotels and Resorts

Marriott Hotels and Resorts

CERTIFICATION & EDUCATION

Certified Hotel Administrator/ Food Safety Manager Certified / Skal Member

Kissimmee Chamber of Commerce Board Member

Bachelor s Degree in Economics & Business Administration University of Maryland College

Park, MD

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