LETICIA GARZA

***** ****** **** *****, ********, Texas 77584 Email: ad1bgv@r.postjobfree.com Phone: 281-***-****

OBJECTIVE: To obtain a management position at an organization that can benefit from having an experienced general manager of 25 plus years with proven results, self-driven, bilingual Management and Human Resources Professional with outstanding communication and presentation skills. Execute recruiting strategies including the development of bench programs. Manage business relationships and teams comprised of exempt and non-exempt associates. Deliver high caliber programs and management leadership in order to achieve excellent customer service.

PROFESSIONAL EXPERIENCE

GENERAL MANAGER

Courtyard by Marriott- 290NW - 112 Rooms March 2018-Present

Oversee the entire operation of the Hotel, Sales, and Asset Protection.

Experience in Paycom, Peoplesoft, SharePoint - Human Resources Applications.

Experience in M3 Financial & PEOPLESOFT Accounts Payable and financial applications.

Responsible for all areas of staffing and maintaining compliance with company hiring practices including recruiting, interviewing, orientation and training, scheduling, evaluating performance, rewarding, and disciplining of associates.

Oversee screening, interview process, and hiring of all applicants.

Responsible for onboarding, orientation, and training of All New Associates in all departments.

Trainer of All New Associates on Front Office Procedures and Orientation and issue certifications

Trainer of New Associates in accepting and handle hotel reservations and telephone etiquette

Trainer of New Associates in learning the Property Management System regarding guests’ profiles and confidentiality

Trainer of Continuous Improvement classes for all employees.

Develop associates and managers as well as business cases to achieve goals and priorities.

Facilitate a team approach to achieve organizational objectives, increase productivity, and enhance employee morale.

Adheres to all company policies, procedures and business ethics codes and ensures that they are communicated and implemented within the team. Participates and contributes to the development of educational programs offered to clients, prospects, and company employees.

Innovative professional with 20+years of progressive experience within the hospitality industry

Financial Management: Analyze Profit & Loss Statement, interpreted results, and created Accounting Reports to submit to the Asset Manager. Conduct Weekly, Monthly and Annual Forecasting and Capital Expenditure Planning and Develop Operating Budgets via Excel Software. Participated in Weekly and Monthly Conference Calls with the Regional Team

Contribute to the consistent business growth; capitalize on new revenue potential and profitability.

Lead the Sales Team through proactive direct sales to acquire new accounts and uncover new leads.

Managed own Sales Accounts; visited top accounts to ensure achievement of a Trusted Advisor.

Created Special Hotel Promotions to increase demand and find true price point.

Participated in bi-weekly Revenue Strategy Calls to ensure there was an effective rate and mix.

Actively participated on weekly joint Sales Calls with Sales Managers and Director of Sales.

Expanding customer base in the immediate market area to grow top accounts.

Extremely involved in client events i.e. holiday office events, Chili Cook-offs, and Area/City Events Work with the sales and support teams for the achievement of new client base accounts, customer satisfaction, revenue generation, and long-term account goals in line with Marriott’s vision and values.

Vice Chair of the PIP (Positive Interaction Program) for the Houston Hobby Airport Area.

Grew Customer Production year-over-year and owned the guest satisfaction

Lead and monitored the Sales involvement of the Operations Team via e-Lead program

Assisted in the sales and up selling of F&B, Catering, Meeting Rooms, and A/V

GENERAL MANAGER

Four Points by Sheraton Greenway Plaza -216 Rooms

March 2017 – March 2018

Managing multi-million-dollar budget; top-line sales and financials.

Providing excellent guest service and improving intent to return and overall satisfaction.

Ensuring compliance of all brand and company standards, processing disciplinary action.

Recruiting, leading, coaching, mentoring, training, inspiring and building the right team.

Reviewing financial statements and profit ability.

Review reporting of each department financial performance.

Weekly inspections

HR-resolving employee concerns and guest issues

Completing daily audits and monthly paperwork

Lead Sales efforts

Review each department schedule to ensure effectiveness and in line with revenue.

GENERAL MANAGER

Holiday Inn Express & Suites Houston Medical Center (Division of IHG) 146 Rooms January 2016 – February 2017

Managing 4-million-dollar budget, top-line sales and oversee cost controls.

Providing excellent guest service

Ensuring compliance of all brand and company standards

Recruiting, leading, coaching, mentoring, inspiring and building the right team

Maintaining accountability for each department

HR-Resolving guest and employee concerns

Lead Sales efforts & managed revenue management

GENERAL MANAGER

Courtyard by Marriott- Houston Nassau Bay - 124 Rooms April 2012-Nov 2013

Experience in PEOPLESOFT Human Resources & PEOPLESOFT Accounts Payable

Responsible for all areas of staffing and maintaining compliance with company hiring practices including recruiting, interviewing, orientation and training, scheduling, appraising performance, rewarding, and disciplining of associates.

Trainer of All New Associates on Front Office Procedures and Orientation and issue certifications

Trainer of New Associates in accepting and handle hotel reservations and telephone etiquette

Trainer of New Associates in learning the Property Management System regarding guests’ profiles and confidentiality

Trainer of Continuous Improvement classes for all employees

Develop associates and managers as well as business cases to achieve goals and priorities.

Facilitate a team approach to achieve organizational objectives, increase productivity and enhance employee morale.

Adheres to all company policies, procedures and business ethics codes and ensures that they are communicated and implemented within the team. Participates and contributes to the development of educational programs offered to clients, prospects, and company employees.

Innovative professional with 20+years of progressive experience within the hospitality industry

Financial Management: Analyze Profit & Loss Statement, interpreted results, and created Accounting Reports to submit to the Asset Manager. Conduct Weekly, Monthly and Annual Forecasting and Capital Expenditure Planning and Develop Operating Budgets via Excel Software. Participated in Weekly and Monthly Conference Calls with the Regional Team

Contribute to the consistent business growth; capitalize on new revenue potential and profitability

Lead the Sales Team through proactive direct sales to acquire new accounts and uncover new leads.

Managed own Sales Accounts; visited top accounts to ensure achievement of a Trusted Advisor

Created Special Hotel Promotions to increase demand and find true price point

Participated in bi-weekly Revenue Strategy Calls to ensure there was an effective rate and mix.

Actively participated on weekly joint Sales Calls with Sales Managers and Director of Sales

Expanding customer base in the immediate market area to grow top accounts

Extremely involved in client events i.e. holiday office events, Chili Cook-offs, and Area/City Events Work with the sales and support teams for the achievement of new client base accounts, customer satisfaction, revenue generation, and long-term account goals in line with Marriott’s vision and values

Vice Chair of the PIP (Positive Interaction Program) for the Houston Hobby Airport Area

Grew Customer Production year-over-year and owned the guest satisfaction

Lead and monitored the Sales involvement of the Operations Team via e-Lead program

Assisted in the sales and up selling of F&B, Catering, Meeting Rooms, and A/V

DIRECTOR OF SALES & Marketing

Candlewood Suites (Division of IHG) March 2011 – April 2012

Made personal visits, when necessary to target areas and call on companies and associations to solicit and expand business markets.

Grew negotiated local accounts.

Booked groups and corporate clients from market areas.

Proactive direct sales.

Reworked and maintain old account files and solicit new accounts.

Responded to all correspondence from market areas and trace dates for reworking and follow up.

Set up site inspections and follow through.

Attended trade shows pertinent to market areas and attend meetings, seminars, and functions through membership in associations.

Maintained a constant contact with corporate and association meeting planners, maintain membership and contacts in hotel industry associations.

Performed other related duties as requested by the General Manager.

MARRIOTT INTERNATIONAL

History of 20 years tenure and continued growth from October 1990 - December 2010

GENERAL MANAGER (Promotion)

Courtyard by Marriott Houston Hobby- 153 Rooms;

Responsible for all aspects of the hotel i.e. including but not limited to Human Resources, Front Office, Sales, Engineering, Loss Prevention, Asset Protection, Housekeeping, and Administration. Job responsibilities performed as detailed on current employer. Job Description was as outlined on current job description.

GENERAL MANAGER

MARRIOTT INTERNATIONAL (Promotion)

Residence Inn by Marriott Westchase- 120 Rooms;

Responsible for all aspects of the hotel i.e. Human Resources, Front Office, Sales, Engineering, Loss Prevention, Asset Protection, Housekeeping, and Administration. Job responsibilities performed as detailed on current employer. Job Description was as outlined on current job description.

GENERAL MANAGER

MARRIOTT INTERNATIONAL (Promotion)

Towneplace Suites by Marriott Clear Lake- 94 Rooms;

Responsible for all aspects of the hotel i.e. Human Resources, Front Office, Sales, Engineering, Loss Prevention, Asset Protection, Housekeeping, and Administration. Job responsibilities performed as detailed on current employer. Job Description was as outlined on current job description.

Member of the Board of Directors - for the Bay Area Convention and Visitor Bureau in Clear Lake

S. T. A. T. Regional Facilitator & Trainer – Provide Sales techniques for new Front Desk Associates and Sales Coordinators in the Marriott Western Region

Service So Memorable Facilitator – Provide Marriott Customer Service Training for all new associates in the Marriott Western Region

ASSISTANT GENERAL MANAGER

MARRIOTT INTERNATIONAL (Promotion)

Residence Inn by Marriott Downtown- 171 Rooms;

Opened New Property

Responsible for all Operations Departments throughout hotel

Strong Guest and Associate Relations, including owning the guest satisfaction performance

Financial Management: Responsible for accounting processes utilizing PeopleSoft software, Analyze Profit & Loss Statement, and interpreted month end reporting to the General Manager. Developed operating budgets, Forecasting and capital expenditure planning; develop associates and managers as well as business cases to achieve goals and priorities. Responsible for all areas of staffing and maintaining compliance with company hiring practices including recruiting, interviewing, orientation and training, scheduling, appraising performance, rewarding, and disciplining of associates. Manage labor productivity; Responsible for the Employee Scheduling, Purchasing, Employee Training

ASSISTANT GENERAL MANAGER

MARRIOTT INTERNATIONAL (Promotion)

Residence Inn by Marriott Westchase- 120 Rooms;

Responsible for all Operations Departments throughout hotel

Strong Guest and Associate Relations, including owning the guest satisfaction performance

Financial Management: Responsible for accounting processes utilizing PeopleSoft software, Analyze Profit & Loss Statement, and interpreted month end reporting to the General Manager. Developed operating budgets, Forecasting and capital expenditure planning; develop associates and managers as well as business cases to achieve goals and priorities. Responsible for all areas of staffing and maintaining compliance with company hiring practices including recruiting, interviewing, orientation and training, scheduling, appraising performance, rewarding and disciplining of associates. Manage labor productivity; Responsible for the Employee Scheduling, Purchasing, Employee training

EXECUTIVE HOUSEKEEPER- Promoted to SUITE CARE MANAGER

MARRIOTT INTERNATIONAL (Promotion)

Residence Inn by Marriott Clear Lake- 110 Rooms;

Supervise and coordinate operational activities of Engineering, Housekeeping, Laundry and Kitchen and Transportation

Interviewing, orientation, and training. Scheduling, appraising performance, rewarding, and disciplining of associates

Associate action plans; Participate and highly impacted guest satisfaction scores. Ensure cleanliness according to Marriott standards. Maintain Inventories of departmental supplies. Maintain physical structure of the building. Supervised completion of all routine maintenance on public spaces, meeting rooms, outlets, back of the house spaces, and grounds

Supervises and assists with completion of all repairs, replacement, and renovation projects to offices and employee work areas. Preventive maintenance on pool and spa equipment, all kitchen equipment, HVAC and A/C units

Assess and inspect the safety and efficiency of maintenance and operation of the physical structure(s) of the hotel, all mechanical, electrical, HVAC systems and any other related equipment. Administered outside engineering contracts

Monitor and control labor and expenses within departments and distribute funds according to departmental needs

Oversee and document Lost and Found items

Solicited by GMs to trained and mentored their managers at other hotels

FRONT DESK AGENT Promoted to ASST. EXEC. Housekeeper/QUALITY ASSURANCE INSPECTOR

MARRIOTT INTERNATIONAL (Promotion)

Residence Inn by Marriott Astrodome- 285 Rooms:

Responsible for all Front Office Guest Services; Assisted the Sales Department in selling corporate apartments

Key employee; aggressively involved in guest satisfaction and customer share shifting

Administered all human resources for the Housekeeping Department, including managing a two-million-dollar budget.

Education & Training:

Ashford University – Bachelors in Communications w/minor in Human Resources (Graduate May 2018)

Ashford University – Bachelors in Organizational Business Management –January 2016

Kennedy Western University – On-line Studies 2005

Houston Community College - Houston, Texas. General Studies – 1993-1994

Gladys Porter High School - Brownsville, Texas. High School Diploma - 1987

Certifications:

Marriott Sales Edge Adult/Infant CPR/First Aid Negotiating Skills Notary Public Mission Possible Certified Pool Operator

STAT Training Facilitator Loss Prevention

Lock-out/Tag-out Serve Safe Food Certification

Marriott Clued Inn Brand Emersion

Strategic Alignment TPS Connect U Fundamentals

Service So Memorable Training Facilitator EPA Certified

How to Become a Better Communicator Course LBA General Manager Certification

Achievements & Awards:

2016 -2017 Dean’s List Ashford University

2014 -2015 Dean’s List Ashford University

2009 Highest Associate Opinion Survey Highest GM Leadership Score of 95%

2006 Highest Associate Opinion Survey for all brands in Western Region Score of 99%

2005 Highest Associate Opinion Survey for TownePlace Suites Brand Score of 97%

2002 National Award Winner for “Operations Manager of the Year”

2001 Perfect Accounting

2001 Regional Award Winner for “Operations Manager of the Year”

1990 “Employee of the Month” within 90 days of service

Member of the Board of Directors for Conventions and Visitors Bureau

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