Elvie Glenn Marfil
Grande Prairie,AB
Summary
Dynamic Hotel Operations Manager with a proven track record at Four Points by Sheraton, excelling in guest relations management and staff training. Enhanced guest satisfaction through effective problem-solving and streamlined operations, achieving significant improvements in service quality. Adept at multitasking and fostering teamwork, ensuring a seamless experience for all guests.
Experienced hospitality professional with strong focus on operations, team collaboration, and delivering results. Adept at managing staff, ensuring guest satisfaction, and optimizing hotel processes. Known for flexibility, reliability, and effective problem-solving in dynamic environments.
Overview
6
6
years of professional experience
Work History
Hotel Operations Manager
Four Points by Sheraton
05.2023 - Current
- Enhanced guest experiences by regularly updating amenities, facilities, and services based on customer feedback.
- Facilitated seamless communication between departments to enhance overall efficiency and effectiveness.
- Maintained strict adherence to safety regulations, ensuring a secure environment for guests and employees alike.
- Organized staff schedules efficiently to ensure adequate coverage during peak hours while minimizing labor costs.
- Conducted regular performance evaluations of staff members, providing constructive feedback for continuous improvement.
- Managed daily hotel operations, ensuring smooth functioning and excellent customer service.
- Promoted a culture of continuous learning among staff members by organizing relevant training opportunities that enhanced skills and performance.
- Improved guest satisfaction by implementing efficient operational processes and enhancing staff training programs.
- Implemented successful strategies to increase customer satisfaction.
- Hired and trained new employees, demonstrating best methods for serving clients and guests.
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
- Established and upheld high standards, promoting great customer service and assistance to guests.
- Managed day-to-day operations of lodging facility, scheduling staff and overseeing budgets.
- Handles AR account and AP. Follow-up payments on over due accounts.
- Handles accounting department of the Hotel.
- Perform all administrative task.
- Perform all task given by the GM.
- Assisted GM in everyday operations.
Front Desk Manager
Four Points by Sheraton
04.2022 - 05.2023
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Trained new staff on correct procedures, compliance requirements, and performance strategies.
- Responded to telephone, email and in-person inquiries regarding reservations, hotel information and guest concerns.
- Kept accounts in balance and ran daily reports to verify totals.
- Oversaw daily cash reconciliations, maintaining accurate financial records for the front desk department.
- Managed front desk maintenance of client records and lab data.
- Checked guests in out of hotel, made reservations, and processed payments.
- Streamlined check-in and check-out processes for a smoother guest experience.
- Managed team schedules, ensuring adequate staffing levels for optimal front desk operations.
- Improved staff communication through regular meetings, leading to enhanced teamwork and overall efficiency.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Handled tasks and responsibilities for front office employees during periods of understaffing.
- Collaborated with housekeeping and maintenance departments to ensure rooms were ready in a timely manner.
- Maintained an organized workspace at the front desk, contributing to a professional atmosphere that welcomed guests upon arrival.
- Attended staff meetings and brought issues to attention of upper management.
- Resolved guest complaints by addressing issues with rooms promptly.
- Coordinated with sales department to identify potential leads from incoming inquiries.
- Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
- Resolved guest issues with rooms or reservations with knowledgeable and friendly service.
- Implemented policies and procedures to maintain compliance with brand standards and local regulations.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Utilized property management software effectively for booking management, reporting, and tracking performance metrics.
Night Auditor
Four Points by Sheraton
09.2021 - 04.2022
- Completed night audit for guest ledgers to close bank and cash registers, reconciling issues quickly, and marking discrepancies.
- Oversaw night auditing of daily room occupancy and hotel revenue.
- Handled emergency situations calmly and professionally, keeping guest safety as the top priority at all times.
- Maintained accurate financial records by diligently balancing daily revenue reports and identifying discrepancies.
- Streamlined the check-in and check-out process for guests, ensuring a smooth experience during overnight hours.
- Utilized strong problem-solving skills while handling any logistical challenges that arose throughout the course of nightly duties.
- Provided exceptional customer service to overnight guests, addressing inquiries, and offering assistance as needed.
- Generated and printed daily financial reports to track hotel performance.
- Looked over pending check-ins and payment processes to complete closing procedures.
- Responded to guest needs quickly and efficiently, noting changes in reservations or special needs for day crew.
- Followed company security and check-in policies and procedures and reported suspicious activity to supervisor.
- Coordinated with housekeeping staff to address any overnight room maintenance requests or special accommodations needed.
- Collaborated with the front desk team to ensure seamless transitions between shifts and consistent communication regarding guest needs.
- Enhanced guest satisfaction by efficiently managing night audit tasks and resolving issues promptly.
- Upheld hotel security by vigilantly monitoring CCTV footage and conducting periodic property walkthroughs.
- Investigated auditing discrepancies by reconciling cash drop and credit card transactions.
- Managed front desk operations during night, maintaining security and guest safety.
Store Supervisor
Papa John's
10.2019 - 09.2021
- Supervised daily operations by directing customer service, inventory and sales operations.
- Conducted inventory analysis to determine optimal stock levels.
- Supervised daily store activities to ensure smooth operations, proper staffing levels, and adequate inventory control.
- Educated and trained staff to equip with knowledge about products, customer service and store policies.
- Handled escalated customer complaints professionally, offering appropriate resolutions to ensure satisfaction and maintain positive brand reputation.
- Supervised associates by providing direction and instruction for stocking shelves, rotating stock, and receiving deliveries.
- Managed cash handling processes accurately to maintain financial integrity within the store''s daily transactions.
- Kept documentation and records accurate and up-to-date with latest data to prevent errors in processing or delivery.
- Oversaw daily operations to ensure smooth and efficient store function.
Education
Bachelor of Science - Hotel And Restaurant Management
St. Therese-MTC Colleges
PhilippinesSkills
- Front office operations
- Staff training and development
- Guest relations management
- Reservation management
- Brand standards adherence
- Verbal and written communication
- Teamwork and collaboration
- Problem-solving
- Time management
- Attention to detail
- Problem-solving abilities
- Multitasking
Languages
English
Full Professional
Timeline
Hotel Operations Manager
Four Points by Sheraton
05.2023 - Current
Front Desk Manager
Four Points by Sheraton
04.2022 - 05.2023
Night Auditor
Four Points by Sheraton
09.2021 - 04.2022
Store Supervisor
Papa John's
10.2019 - 09.2021
Bachelor of Science - Hotel And Restaurant Management
St. Therese-MTC Colleges
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