Celinda Manco
Valdosta,GA
Summary
Discreet and professional hospitality team member adept at leading, encouraging and training associates to offer first-rate guest services. Self-motivated, highly organized and skilled at handling all types of guests and situations with a level-headed and professional approach. A true believer that no one ever creates success alone, we all need a positive team of supported players.
Overview
18
18
years of professional experience
Work History
General Manager
Hampton Inn By Hilton
09.2023 - Current
- Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality.
- Implemented business strategies, increasing revenue, and effectively targeting new markets.
- Collaborated effectively with cross-functional teams on various projects/initiatives aimed at enhancing organizational performance results.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Introduced new methods, practices, and systems to reduce turnaround time.
- Reduced operational risks while organizing data to forecast performance trends.
Director of Guest Services
InterContinental Miami Hotel
08.2015 - 06.2023
- Direct mentor and lead all guest services operations, including front desk, reservations, call center, bell staff, concierge, and valet while focused and improve guest experience by 5%
- Accelerate recruitment, onboarding, and training by 2%, in addition to performing all colleague evaluations with the intention of individual growth by 8% within the department
- Oversaw forecast and budget for the department while achieving the labor laws goals of department
- Increase the level of efficiency and service by introducing several reservation standards such as block and yield management, cancellation and duplicate reservation control, and affective forecasting.
Front Office Assistant Manager / Front Office Trainer
InterContinental Miami Hotel
09.2014 - 12.2015
- Manage and monitor activities of all employees in the Front Office department making sure they follow all standards of excellence and to the guidelines set in the employee handbook, hotel policies and procedures, coaching, training, and correcting where needed
- Check accommodations, making sure any special requests are carried out accordingly with all departments involved
- To improve guest arrival experience by 50%
- Supervise incentive program at the Front Office and work as part of the management team to maximize revenue by 20% from the prior year
- Held daily and monthly department meetings keeping staff informed of all activities in the hotel, reinforcing Standards of Excellence, and promoting a strong team atmosphere and culture.
Meetings Director
Crowne Plaza Miami International Airport Hotel
09.2011 - 08.2014
- Direct and oversaw the planning of meetings and special events for this 308 room, 3-star hotel featuring 11,516sq Ft
- Coordinating all amenities and accommodations, with related departments minimizing errors by 35%
- Manage Group Accounts for the hotel, specializing in rates, reservations, room blocks, invoices, commissions, group resumes, and Banquet Event Orders
- Projected a total revenue increase of 30% from the previous year by bringing in new FIT Wholesaler Contracts for 2012-2013
- Assisting Sales Managers by responding promptly to new Corporate, Transient, and Group reservations for both rooms and meeting space
- Improved future events based on strengths and weaknesses of previous event plans by 10%.
Font Office Assistant Manager
Crowne Plaza Miami International Airport Hotel
07.2006 - 09.2011
- Managed office accounting tasks, including processing training and implementing standards
- Consistently had the highest scores for Front Desk's perfect 10 within IHG reward program
- Supervised team of 20 associates in absence of managers, responsible for Front Desk, Bellman, and Parking
- Oversaw a 308-rooms hotel inventory by followed up on requests and comments daily as well as weekly to ensure reservation accuracy
- Assisted Director of Revenue in maximizing revenue for Food and Beverage by creating a weekend rate including customized promotions
- Performed Weekly/Monthly Forecast, guest reviews, and loyalty enrolment
- Making sure loyalty stayed above 85% or higher.
Education
Associate of Arts - Hospitality
Miami Dade College
Miami, FL12.2002
Skills
- Hotel Management
- Inventory Management
- Staff Training, Front Desk Operations
- Work Planning and Prioritization
- Guest Services, Complaint Resolution
- Payment Processing
- Personnel Supervision
- Teamwork and Leadership
- Verbal and Written Communication
- Service Improvements
- Scheduling Proficiency
- Vendor Sourcing and Relations
- Budget Implementation
- Policy and Procedures
- Problem-Solving
- Room Inspections
- Shift Scheduling
- Expert in several systems such as Excell Opera PMS, Cocerto, Delphi, Xeta, Hotsos, switch board, Workday, people soft
Activities
- Volunteering in feed the homeless at the Miami rescue mission
- American Cancer Society events
Hobbies and Interests
- Recruiting Activities
- Playing sports such as kickball and softball
- Volunteering in feed the homeless at the Miami rescue mission
- American Cancer Society events
- Roundtrips across the country to meet new people, experience different cultures, food, and nature
Languages
Spanish
Full Professional
Timeline
General Manager
Hampton Inn By Hilton
09.2023 - Current
Director of Guest Services
InterContinental Miami Hotel
08.2015 - 06.2023
Front Office Assistant Manager / Front Office Trainer
InterContinental Miami Hotel
09.2014 - 12.2015
Meetings Director
Crowne Plaza Miami International Airport Hotel
09.2011 - 08.2014
Font Office Assistant Manager
Crowne Plaza Miami International Airport Hotel
07.2006 - 09.2011
Associate of Arts - Hospitality
Miami Dade College
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