Sonia Santiago

Mechanicsburg, PA *****

ad0b4i@r.postjobfree.com

717-***-****

Experienced customer service professional with leadership and relationship building capabilities, seeking new challenges where my experience can be utilized to improve customer relations and teamwork flow. Authorized to work in the US for any employer

WORK EXPERIENCE

Holiday Inn Harrisburg/HersheyHoliday Inn Harrisburg/Hershey Assistant General Manager

May 2023 - Present · 4 mos

Directing and coordinating the activities of the Front Desk, Housekeeping, Reservations, Guest Service, and Maintenance

Maximizing ADR and Occupancy

Coordinating communications between Sales and Operating departments Motivating, coaching, and training department supervisors Understanding financial statements and budget, including staffing guidelines Controlling department head schedules, expenses, and implementing cost-saving strategies Guiding, developing, and/or implementing policies, procedures, and systems to improve business operations.

Managing all aspects of the safety program, including training, reporting, and incentives Maintaining a cooperative and positive work environmentDirecting and coordinating the activities of the Front Desk, Housekeeping, Reservations, Guest Service, and Maintenance Maximizing ADR and Occupancy Coordinating communications between Sales and Operating departments Motivating, coaching, and training department supervisors Understanding financial statements and budget, including staffing guidelines Controlling department head schedules, expenses, and implementing cost-saving strategies Guiding, developing, and/or implementing policies, procedures, and systems to improve business operations. Managing all aspects of the safety program, including training, reporting, and incentives Maintaining a cooperative and positive work environment Executive Housekeeping Manager

Feb 2023 - May 2023 · 4 mos

Ensure all operational and safety procedures are properly followed. Establish a schedule and plan daily work assignments. Train and coach employees in laundry, housekeeping and dry cleaning. Manage customer housekeeping problems.

Inspect and approve staff work performance.

Demonstrate leadership and training to staff.

Communicate effectively to staff.

Meet goals of production.

Develop and train staff on policy.

Order cleaning materials and maintain a budget.

Create a motivating environment of sincerity, warmth and fun for staff and owners. Maintain a safe work environment, and All other duties as assigned. Certified Recovery Specialist

Just for Today Recovery and Veterans Services

Jul 2021 - Feb 2023

Provides opportunities for individuals to direct their own recovery plan and supports, build self-worth, wellness, empowerment and self-advocacy.

Work with the individual’s family, service and treatment providers, other programs and community supports to assist in achievement of goals.

Conducts regularly scheduled sessions with individuals and motivates them to identify interests, strengths, and goals which promote a lifestyle of recovery Provides consistent support and guidance before, during, and after treatment episodes as needed. Assist individuals in building or rebuilding positive, constructive relationships with family and other sober supports

Introduce and engage individuals in the recovery community including sober social and recreational activities.

Serves as an advocate for individuals while continually supporting, teaching and encouraging self advocacy skills.

Promoting community integration through the connection of resources, linking to supports, mutual-help groups, social clubs, volunteer and job opportunities. Other duties as assigned.

Director of Housekeeping

Crowne Plaza - Harrisburg, PA

June 2019 - October 2020

accountable for managing and coordinating the resources, tasks, requirements, systems and processes related to housekeeping and laundry operations, and for creating an energized and positive work environment that results in the delivery of exceptional guest service. Executive Housekeeping Manager

Holiday Inn Express and Suites - Bethlehem, PA

January 2018 to May 2019

Establish Employee Schedule and Plan Daily Work Assignments Conduct Meetings with Management and Ownership to Address and Resolve Operational Issues and Concerns

Collect and Reconcile Daily Cash Receipts, Process Guest Folios and Payments Meet Production Goals Set by Management/Ownership

Budgeting and Ordering of All Housekeeping Supplies and Materials Help Create, Implement, and Maintain Hotel Policies and Standards Development and Training of New Housekeeping Team Members Conduct Performance Reviews, Inspect and Approve all Staff Work Perform On Spot Corrections and Coaching of Team Members as Needed Ensure All Operational and Safety Procedures are Followed and Within OSHA Standards Promptly Address, and Follow Through Resolution All Guest Requests and Concerns Direct Guests Inquiries Regarding Local Entertainment, Restaurants, and Transportation Encourage Creative Thinking and "Outside-the-Box" Ideas to Inspire Self-Motivation and Job Ownership All Other Duties as Assigned

Housekeeping Manager

Best Western - Bethlehem, PA

October 2017 to January 2018

Establish Employee Schedule and Plan Daily Work Assignments Conduct Meetings with Management and Ownership to Address and Resolve Operational Issues and Concerns

Collect and Reconcile Daily Cash Receipts, Process Guest Folios and Payments Meet Production Goals Set by Management/Ownership

Budgeting and Ordering of All Housekeeping Supplies and Materials Help Create, Implement, and Maintain Hotel Policies and Standards Development and Training of New Housekeeping Team Members Conduct Performance Reviews, Inspect and Approve all Staff Work Perform On Spot Corrections and Coaching of Team Members as Needed Ensure All Operational and Safety Procedures are Followed and Within OSHA Standards Promptly Address, and Follow Through Resolution All Guest Requests and Concerns Direct Guests Inquiries Regarding Local Entertainment, Restaurants, and Transportation Encourage Creative Thinking and "Outside-the-Box" Ideas to Inspire Self-Motivation and Job Ownership All Other Duties as Assigned

Accounting and Payroll Clerk

Best Western - Bethlehem, PA

June 2017 to October 2017

Support all phases of billing, invoices and adjustments for the hotel Handles all accounts receivable phone calls from guests, sales office and front desk Prepares daily reports

Maintains month end accounts receivables

Processing of payroll in support of the hotel controller Additional duties or special projects as direct by the hotel controller Front Office Manager

Best Western - Bethlehem, PA

November 2016 to May 2017

Ensure all operational and safety procedures are properly followed. Establish a schedule and plan daily work assignments. Train and coach employees in front desk procedures. Manage customer care problems.

approve staff work performance.

Demonstrate leadership and training to staff.

Communicate effectively to staff.

Meet goals of production.

Develop and train staff on

Create a motivating environment of sincerity, warmth and fun for staff and owners. Maintain a safe work environment.

All other duties as assigned.

Front Office Manager

Holiday Inn Express and Suites - Bethlehem, PA

June 2013 to November 2016

Establish Employee Schedule and Plan Daily Work Assignments Ensure Customer Service Standards, Policies and Procedures Practices are Adhered to by all Staff Collect and Reconcile Daily Cash Receipts, Process Guest Folios and Payments Promptly Address, and Follow Through Resolution All Guest Requests and Concerns Provide Staff with Ongoing Coaching, Training, and Personal Development Managing All Daily Operations of the Front Desk

Coordinate Hotel Emergency Procedures Within Defined Plans and Scope Prepare Daily Occupancy and Revenue Reports

Lead Special Projects and Tasks as Assigned by Management/Ownership INFORMATION SERVICES TECH CONTACTOR/IMPRIVATA MIGRATION PROJECT KForce - Allentown, PA

June 2015 to October 2015

Contacted department managers to schedule dates and times for the upgrade and migration of the new toolbar.

Verified users had AD Groups assigned to them prior to site visit for the migration process. Reported any issues to the proper point of contact. Updated spreadsheets with current information.

HOUSEKEEPING MANAGER/GUEST SERVICE AGENT

Ramada Inn - Whitehall Township, PA

March 2014 to December 2014

Establish Employee Schedule and Plan Daily Work Assignments Conduct Meetings with Management and Ownership to Address and Resolve Operational Issues and Concerns

Collect and Reconcile Daily Cash Receipts, Process Guest Folios and Payments Meet Production Goals Set by Management/Ownership

Budgeting and Ordering of All Housekeeping Supplies and Materials Help Create, Implement, and Maintain Hotel Policies and Standards Development and Training of New Housekeeping Team Members Conduct Performance Reviews, Inspect and Approve all Staff Work Perform On Spot Corrections and Coaching of Team Members as Needed Ensure All Operational and Safety Procedures are Followed and Within OSHA Standards Promptly Address, and Follow Through Resolution All Guest Requests and Concerns Direct Guests Inquiries Regarding Local Entertainment, Restaurants, and Transportation Encourage Creative Thinking and "Outside-the-Box" Ideas to Inspire Self-Motivation and Job Ownership All Other Duties as Assigned

GUEST SERVICE REPRESENTATIVE

Red Roof Inn - Allentown, PA

September 2010 to May 2013

Greet and Register Incoming Guests

Promptly Address, and Follow Through Resolution All Guest Requests and Concerns Meet with Management and Ownership to Address and Resolve Operational Issues and Concerns Collect and Reconcile Daily Cash Receipts

Process Guest Folios and Collect Payments

Direct Guests Inquiries Regarding Local Entertainment, Restaurants, and Transportation Conduct Training Of Team Members

Insure Overall Customer Satisfaction

GUEST SERVICE REPRESENTATIVE / NIGHT AUDITOR

Hampton Inn and Suites - Bethlehem, PA

April 2008 to September 2009

Greet and Register Incoming Guests

Process Guest Folios and Collect Payments

Collect and Reconcile Daily Cash Receipts

Perform Front Office End of Day Scenarios

Organize and Verify Daily Account Activity

Perform Posting to Accounts

Identify and Correct All Discrepancies

Running and Distributing of Daily Reports

Facilitate and Maintain Flow of Information Between Guests and All Internal Departments FRONT DESK AGENT/HOUSEKEEPING/LAUNDRY

Hampton Inn - Easton, PA

March 2006 to April 2008

Greet and register incoming guests.

Process guest folios and collect payments.

Administer and manage cash handling responsibilities. Handle guest requests and concerns promptly and with courtesy. Assist guests with any inquiries regarding local entertainment, restaurants, or transportation. Maintain efficient and effective flow of information with guests and all internal departments. Handle additional duties as needed by guests and management. Dust, sweep, mop, and scrub all rooms.

Maintain all cleaning supplies and equipment.

Make beds.

ASSISTANT DEPARTMENT MANAGER

Boscov's Easton, Pennsylvania

November 2004 - April 2005

Establish Employee Schedule and Plan Daily Work Assignments Process Daily Cash Transactions

Reconcile All Overages and Shortages

Implementing and Maintaining Merchandising Presentations Process Department Orders

Report Weekly Sales and Revenue to Management

Organize and Implement In-Store Promotions

Directly Oversee Various Store Merchandising Assignments EDUCATION

HOSPITALITY MANAGEMENT

6 Diplomas

Michigan State University via University Alliance

March 2014 to July 2014

SKILLS

Bilingual

CERTIFICATIONS/LICENSES

MANAGEMENT IN THE BUSINESS OF HOSPITALITY

HOSPITALITY LEADERSHIP

HOSPITALITY BUSINESS MANAGEMENT

HOSPITALITY BUSINESS OPERATIONS

ADDITIONAL INFORMATION

Skills and Qualifications

Spanish as a Second Language

Microsoft Office Suite 2007, 2010 - 36 Words Per Min w/ 100% Accuracy PMS systems: OnQ, RediStay, Opera, Fossi, Visual Matrix M3 accounting system

ADP workforce Now

STS

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