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Manager Front Office

Location:
Miami, FL
Posted:
March 09, 2019

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Resume:

NOELIA OCIO

**** ******** ******, *** ***. Miami FL 33129

ac8p87@r.postjobfree.com Cell: 305-***-****

Dedicated hotel General Manager with more than 20 years’ experience, 8 years at executive level providing to hotel teams guidelines and leadership to achieve company’s financial results and guest satisfaction scores.

Grand Beach Hotel, Miami Beach 424 Rooms April 2013 - present General Manager

! Interim multi property Manager for Grand Beach Miami Beach, Surfside and Bay Harbor (861 room)

! Grand Beach Surfside Opening (341 rooms Nov 2013)

! Managed over $35M annual revenue hotel.

! Managed $8M-renovation budget in 2016.

! Participated development requests and budget for Capex.

! Developed and execute sales and marketing plans to achieve hotel budget.

! Established and implemented preventive maintenance programs in all areas of the property.

! Development of annual operating budget, which served as operating plan and define required level of staffing.

! Achievement of annual budget in revenues and hotel cost to 45% profitability year over year.

! Payroll control, monitor and approve all department weekly schedule, hire, train & develop upper management to obtain a maximum hotel profit and highest guest satisfaction scores.

! Devised and implemented operational procedures to increase F&B other revenues of 2M.

! Maintained the highest standards for guest satisfaction thought a comprehensive control of cleanliness, maintenance, staff, product quality and service.

! Worked directly with line staff, motivating them to do the best job and provide great service.

! Reviewed invoices for major projects and negotiate service contracts with vendors, reviewed bids and made recommendations; tracked expiration of contracts and license renewals. Penguin & President Hotels, Miami Beach 106 Rooms Jun 2012 - April 2013 Rooms Director

! Coordinating the organization and administrative functions in all areas of Housekeeping, Maintenance, and front desk ensuring total compliance with the standards of operation.

! Closely monitoring the financial performance Housekeeping and Maintenance and Front Desk departments to keep in line with the budget.

! Devise and implement programs to increase customer satisfaction.

! Train and develop personnel in rooms division.

Grand Beach Hotel, Miami Beach 424 Rooms May 2010 - March 2012 Director of Front Office

! In charge of Valet, Bellman, Concierge, Front Office, PBX and Security, 65-line staff and 6 managers.

! Ensuring employees adherence to hotel standards.

! Monitoring department payroll, hiring, disciplinary actions, scheduling, department supplies, and satisfaction scores.

! Created new hired training and orientation sessions.

! Established arrival and departure procedure to achieve guest satisfaction goals. Raised guest satisfaction, index to 9 for front of the house.

! Created check-in, check out procedures and spiels for front desk, valet bellman and PBX to achieve guest satisfaction goals.

National Hotel, Miami Beach 149 Rooms Nov 2008 - Nov 2009 Front of the House Manager

Westin Diplomat, Hollywood Beach 998 Rooms Jan 2008 - Nov 2008 Assistant Director of Front Office

Disneyland Paris Hotels Aug 1996 – April 2007

! Disneyland Hotel, Front Office Manager Sept 2004 - April 2007

! Sequoia Lodge, Guest Service Manager May 2001 - Sept 2004

! Newport Bay Club, Assistant Guest Service Manager Oct 2000 - May 2001

! Hotel New-York, Rooms and Convention Manager Sept 1998 - Oct 2000

! Hotel Cheyenne, Receptionist Aug 1996 - Sept 1998 EDUCATION

University of Deusto, Bilbao SPAIN

Tourism industry and activities studies 1992 - 1996 T.E.A.T Tecnico en Empresas y Actividades Turisticas (Bachelors Degree in Tourism Industry and Activities).

LANGUAGES

! Spanish: mother tongue

! English: fluently written, spoken and read.

! French: fluently written, spoken and read.

! Basque: 2nd mother tongue.

! Italian: written, read and spoken



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