General Manager Operations Management
Resume:
Contact
Philippines
**********.**@*****.***
Skills
• Change Management
• Performance
Improvements
• Product Costing
• Budgeting and Cost Control
Strategies
• Team Oversight
• Operations Management
• Team Training and
Development
• Sales Planning and
Implementation
Mary Grace
Bartolome
Summary
Seasoned professional in general and operations management with extensive experience in leading teams, optimizing processes, and implementing cost- effective strategies. Proficient in strategic planning, staff development, and operational efficiency to consistently improve workflow and reduce costs. Demonstrated success in enhancing overall business performance through effective leadership and innovative problem-solving. Experience
Resort General Manager
BIRD OF PARADISE I Panglao Bohol I March 2024 – Present 14 room and villa keys
I served as a critical liaison between property owners and the construction team, ensuring the seamless delivery of the Phase 2 construction project within set timelines and quality benchmarks. I directed all pre-opening activities for Villa Phase 2, managing staffing, training, and operational readiness to guarantee a smooth launch. In addition to overseeing daily operations, I handled strategic budgeting, workforce management, scheduling, inventory control, guest services, and revenue generation. I conducted thorough process evaluations and introduced innovative systems to boost operational efficiency and drive productivity. Ensuring full compliance with legislative, regulatory, and corporate policies was a key focus, helping to foster a culture of accountability and best practices. I collaborated closely with maintenance teams to develop and implement preventative maintenance plans, safeguarding the property’s long-term value and functionality. I also maintained uncompromising standards in food preparation, presentation, and quality, consistently exceeding guest expectations. Furthermore, I regularly assessed the performance of the Food & Beverage and Rooms Division operations to ensure consistent adherence to brand standards and service excellence.
Resort General Manager
EL MAR RESORT & SPA Sogod, Philippines, Cebu May 2022 – March 2024 26 room and villa keys
Led the development, implementation, and monitoring of day-to-day operational systems and processes to ensure clear visibility into the goals, progress, and challenges associated with key initiatives. I assessed existing processes, identified inefficiencies, and designed and implemented new systems to enhance productivity and streamline operations. This approach resulted in significant improvements in operational efficiency and quality control, reducing overhead costs.
• Team Building and
Motivation
• Staff Development
• Budget Development
• Effective Leader
• Cross-Functional Team
Management
• Policy/Program
Development
• Profit & Loss Accountability
• Strategies and Goals
• Customer Service
• Customer Experiences
• Customer Retention
• Financial Management
• Data Review and Analysis
• Inventory Control
Education
University of the Philippines
Diliman Quezon City
Diploma of Higher Education:
Mass Communications
1999
.
Collaborating with cross-functional teams, I identified opportunities to refine business practices and developed actionable plans that aligned with organizational objectives. I also designed and executed operational strategies focused on improving efficiency, reducing costs, and enhancing customer satisfaction. To ensure compliance with safety standards, I conducted regular inspections across the resort. I provided continuous guidance and support to subordinate managers, fostering a collaborative and high-performance organizational culture. Additionally, I established and enforced policies related to guest safety, employee conduct, and environmental responsibility, including waste management. To motivate the team and reinforce organizational goals, I introduced employee recognition programs and conducted ongoing performance evaluations based on clearly defined criteria. I also closely monitored staffing levels to ensure adequate coverage while maintaining effective control over labor costs.
Business Development Manager
SANTOS KNIGHT FRANK Cebu Business Park, Cebu City Mar 2021 - Jun 2022 Identified potential clients, built strong relationships, and successfully negotiated contracts to drive business growth. I organized meetings between senior management and prospective customers, facilitating valuable connections and business opportunities. Maintaining a comprehensive database of existing customers and prospective leads was essential to supporting ongoing sales efforts. I prepared detailed reports on key sales performance metrics, including revenue growth rate, conversion rates, and lead-to-customer ratios, providing insights to guide strategy. Through thorough research of target markets, I developed a deep understanding of the needs of both current and potential customers. I collaborated closely with cross-functional teams across marketing, operations, and finance to ensure alignment and maximize effectiveness. Additionally, I conducted research on industry trends, competitor activities, and evolving customer needs to inform decision-making and maintain a competitive edge.
General Manager
MEGAWORLD HOTELS Mactan, Lapu-Lapu City Cebu Apr 2019 - Dec 2020
(Pre-opening, 557room keys)
Developed and implemented the property's target markets and business management strategies, ensuring alignment with the established budget objectives. I played a pivotal role in facilitating the pre-opening coordination and overseeing various operational processes to guarantee a seamless launch. In collaboration with the team, I analyzed monthly financial and operational metrics to meet key performance indicators (KPIs), including net operating income, RevPAR index, guest satisfaction, associate inspections, capital execution, and sustainability goals. I introduced cost-effective controls and revenue management techniques to optimize financial performance. Additionally, I managed and forecasted annual budgets across multiple departments, regularly reviewing and addressing variances to maintain financial stability. Through ongoing audits and inspections, I deepened my understanding of company objectives and ensured unwavering adherence to all hotel standards. I consistently identified process improvements and best practices, ensuring compliance with all regulations and effectively executing strategic goals. Throughout all initiatives, I maintained the highest level of ethics and integrity, in full alignment with the values upheld by Megaworld Hotels.
Area Operations Manager
ROXACO-VANGUARD HOTEL CORP. Makati City, Philippines Apr 2017 – Jan 2019
Directed the pre-opening of four hotels, ensuring that each launch met budgetary constraints and fulfilled all operational requirements. I focused on developing team members' career paths, working closely with cross-functional teams to consistently exceed performance, revenue, and safety targets. Through careful analysis and continuous improvement of processes, I was able to reduce costs and increase overall operational efficiency. I also spearheaded advertising and promotional campaigns across various media platforms, significantly enhancing brand exposure. In addition, I built comprehensive budgets and strategic plans designed to streamline operations, set ambitious financial targets, and optimize expenses to drive sustainable growth. Operations Manager
MICROTEL Mall of Asia Pasay City, Philippines Nov 2016 - Mar 2017 Directed the operations staff by providing guidance, training, and support to ensure alignment with company objectives. I regularly evaluated work processes and procedures, reviewed standards, and developed methods to increase efficiency and effectiveness, proactively addressing any emerging needs. I conducted assessments of equipment and property conditions while analyzing capital expenditure requirements to maintain operational excellence. Managing all aspects of operations, including staff oversight and problem resolution, was crucial in ensuring the smooth functioning of daily activities. I focused on delivering positive customer experiences by implementing effective quality assurance practices. Additionally, I supported senior leadership during the executive decision-making process by generating daily reports and recommending corrective actions and improvements based on operational insights. Front Office Manager
LUXENT HOTEL Quezon City, Philippines Oct 2014 - Oct 2016 I was responsible for managing the daily operations of the front office, including welcoming guests, answering phone calls and emails, and ensuring seamless communication. I supervised the preparation of guest bills and invoices, maintaining accuracy before issuing them to guests. By analyzing customer feedback data, I was able to identify key areas for improvement and implement strategies to maximize guest satisfaction while optimizing operational efficiency. I established strong relationships with corporate clients to encourage repeat business opportunities and collaborated with other departments to ensure the smooth overall operation of the hotel. Staying updated with current industry trends through research and professional development courses allowed me to bring innovative practices to the property. I also provided support during events such as conferences and exhibitions hosted at the hotel. Additionally, I analyzed daily reports prepared by subordinates, including occupancy and revenue reports, to monitor performance and guide operational decisions. Commercial Head
FARMLAND GENERAL TRADING COMPANY WLL State of Kuwait, Kuwait Aug 2011 - Apr 2014
Analyzed competitors' products, service offerings, and pricing models to identify market gaps and opportunities for growth. By reviewing customer feedback data, I continuously worked to enhance the customer experience and satisfaction levels. I developed and implemented commercial strategies aimed at driving revenue growth while building strong relationships with strategic customers and partners across multiple markets and geographies. To maximize profitability, I established effective pricing policies for products and services. I provided regular updates to senior management, reporting on progress and performance against key KPIs. Additionally, I negotiated contracts and agreements with vendors, suppliers, and partners to secure advantageous terms. Throughout, I closely monitored performance metrics such as revenue, cost of goods sold, and gross margin to evaluate the success of all commercial activities.
Front Office Supervisor (Opening Team)/Duty Manager COSTA DEL SOL HOTEL State of Kuwait, Kuwait Nov 2008 - Jul 2011 Managed the daily operations of the Front Office, overseeing reception, telephone services, and all hotel departments in the absence of their respective heads to ensure smooth and efficient functioning. By leading the Reception team, I successfully maximized revenue by optimizing occupancy levels and average room rates. I handled all aspects of problem prevention and resolution, maintaining a seamless experience for guests. Skilled in Opera software, I ensured the accurate preparation and verification of daily record sheets, guest accounts, receipts, and vouchers. Through a strong commitment to service excellence, adherence to hotel policies, and operational efficiency, I consistently delivered high customer satisfaction and surpassed financial targets.
Operations Manager
OASIS COUNTRY RESORT San Fernando La Union, Philippines Jun 2007 - Nov 2008
Directed operations across Food and Beverage, Banquet, Front Office, Housekeeping, Maintenance, and Sales, ensuring smooth and efficient functioning. I upheld high service standards, identified sales opportunities, and trained the team to excel in revenue-generating initiatives. My focus was on achieving customer satisfaction, meeting profit margins, and promoting a positive company image. I maintained strict cost control to optimize profitability and guest satisfaction, while fostering open communication and strong relationships with colleagues. As Assistant General Manager, I oversaw all hotel activities in the GM's absence and led the team to achieve sales, profit, and revenue targets in line with the organization's strategic goals. Front Office and Sales Manager
THE PALACE BAHRAIN HOTEL Manama Nov 2005 - Feb 2007 Led a cross-functional team across Front Desk, Reservations, Concierge, and Sales in a dynamic, 80-room hotel operation. I drove service excellence by effectively hiring, training, supervising, and disciplining team members. Ensuring seamless interdepartmental collaboration, I proactively forecasted needs and maintained clear communication channels. I demonstrated professionalism in all interactions with guests, employees, and management. I oversaw the check-in process for groups, conferences, and VIP visitors, ensuring smooth guest experiences. I prepared monthly revenue and tourism reports for the Managing Director and General Manager and handled regulatory reporting for the Ministry of Tourism in Bahrain. By enforcing strict credit control procedures, I ensured billing limits and documentation requirements were met. I also conducted regular inspections of front-of-house areas, addressing maintenance needs promptly. Additionally, I developed and implemented strategic sales plans to boost revenue, enhance customer loyalty, and increase market visibility. Guest Relations Officer
THE DIPLOMAT RADISSON SAS Manama, Kingdom of Bahrain Aug 2005 - Nov 2005
Guest Relations Executive/ Airport Service Executive DELMON INTERNATIONAL HOTEL Manama, Kingdom of Bahrain Nov 2002 – Aug 2005
Customer Service Agent
United Parcel Services Paranaque City, Philippines Jun 2001 - Feb 2002 Flight Attendant
AIR PHILIPPINES Domestic Road, Philippines Nov 1999 - Oct 2000 Store Operations Manager
ACA Video and Lazer Tech Quezon City, Philippines Dec 1997 - Apr 1999
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