Front Office General Manager

SANTA BARBARA, US, ***** • *****.*@*****.*** • 805-***-****

OMAR LOPEZ

Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgement to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. EMPLOYMENT HISTORY

Development Assistant, Undergraduate Academic Initiatives Aug 2024 – Present University of California, Santa Barbara – Office of Development Santa Barbara, CA

• Assist in the analysis, planning, and implementation of strategies for the Regional Team, aligning efforts with the University’s mission to secure private donor support.

• Draft and produce high-level correspondence, including thank-you letters, solicitation letters, and background materials in accordance with UCSB standards.

• Proactively anticipate the needs of the Directors, managing multiple tasks in a fast- paced environment while adhering to strict deadlines and shifting priorities.

• Monitor budget expenditures and assist in managing the Directors’ budgets, identifying discrepancies and making recommendations for improvements. FRONT OFFICE MANAGER/ASSISTANT GENERAL MANAGER Apr 2022 – Jul 2024 Hotel Milo Santa Barbara Santa Barbara, CA

• Oversaw front and back of house areas, supervised front office staff, and ensured adherence to hotel policies with regular performance reviews and coaching meetings.

• Spearheaded innovative guest experience initiatives resulting in positive online reviews, elevating guest satisfaction rating from 47th to 29th place on TripAdvisor.

• Assisted with system maintenance, including inputting rate hurdles, monitoring forecasted demand, updating group forecasting, and running daily system checks.

• Facilitated transitions during ownership and management company changes, assuming the role of Revenue Manager by analyzing marketing strategies and diversifying revenue sources.

• Standardized room inspection processes, resulting in a 20% improvement in room readiness and reducing guest complaints related to cleanliness by 30%.

• Utilized STR report to recognize market trends, forecast accordingly, and price the hotel in a manner for success and growth.

ASSISTANT GENERAL MANAGER Jun 2021 – Apr 2022

Hampton Inn & Suites Goleta/Santa Barbara by Hilton Goleta, CA

• Orchestrated a cross-training program that resulted in a 15% increase in employee productivity and a reduction in guest wait times by 20%.

• Accurately generated, processed, and updated all property and market Revenue Management reports, and served as the primary source for the Revenue team.

• Pioneered the integration of a guest messaging app, resulting in a 40% increase in guest engagement and a 25% reduction in front desk wait times.

• Fostered interdepartmental synergy, guiding supervisory and front-line staff to ensure seamless operations in Rooms, Food & Beverage, and Engineering.

• Assisted in managing rooms inventory to maximize cluster rooms revenue. Ensured the accuracy of reservation systems and enhanced automation efforts.

• Managed financial responsibilities including accounts payable/receivable, payroll processing, and month-end reporting ensuring timely and accurate execution. MANAGER May 2017 – Apr 2021

Pacific Inns LLC Santa Barbara, CA

• Created and established a training program to enhance employee knowledge of best practices, while effectively managing staff and career development objectives.

• Spearheaded the guest services department, overseeing a team of 70+ employees that consistently achieved 95% guest satisfaction scores.

• Performed all Revenue Management month-end reporting and auditing. Provided forward-looking information for forecasting, targeting need areas, and balancing financial expectations.

• Assisted int the month-end financial closing process for two hotels, including the preparation of necessary entries to maintain accurate financial records.

• Demonstrated and communicated key drivers of guest satisfaction for the brand’s target customer, to ensure alignment with the brand’s guest service standards.

• Implemented a dynamic staff scheduling system that increased departmental efficiency by 25% and contributed to a 5% increase in guest loyalty program enrollment.

• Successfully managed multiple capital projects cumulatively valued at over $5M, enhancing the property aesthetic and guest experience. FRONT DESK SUPERVISOR Jun 2013 – May 2017

Hyatt Santa Barbara Santa Barbara, CA

• Promoted from Bellman to FD Supervisor, demonstrating dedication and competence.

• Checked in and assisted over 100 reservations daily.

• Launched a personalized guest experience program that resulted in a 30% increase in positive online reviews.

• Managed executive calendars, coordinated executive team meetings, conferences, and travel arrangements, and scheduled appointments

• Served as Property Manager on Duty, overseeing all property operations and ensuring top-tier hospitality and service delivery.

• Led aspects of resort operations, guest satisfaction, F&B, and financial management. EDUCATION

B.A. GLOBAL AND INTERNATIONAL STUDIES Aug 2009- Jun 2013 MINOR IN BUSINESS

University of California-Santa Barbara

B.A. ART HISTORY WITH AN EMPHASIS IN ARCHITECTURE Aug 2009- Jun 2013 University of California-Santa Barbara

SKILLS & ABILITIES

• Adept in conflict resolution and negotiation: Mastery in resolving conflicts and negotiating effectively to address guest concerns and disputes with finesse.

• Model leadership abilities: Cultivates an environment of mutual trust and cooperation among team members, fostering a cohesive and high-performing organization.

• Unwavering integrity and financial acumen: Champions integrity while advocating for sound financial decisions, setting an exemplary standard by leading through actions.

• Unprecedented communication and mentorship skills: Proficiently communicates and builds interpersonal relations, actively encouraging and mentoring team members. LANGUAGES

• English (Native), Spanish (Native)

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