Lenard De Guia
Summary
Seasoned operations professional with 5 years of hotel management experience, adept at optimizing all facets of hotel operations, achieving financial and service goals through streamlined processes, high-performance team management, and a focus on guest satisfaction. Additionally, 1 year of corporate operations leadership experience enhances proficiency in maintaining quality standards, ensuring smooth hotel and corporate operations, and fostering cross-functional collaboration for measurable results.
Overview
5
5
years of professional experience
Work History
Operations Lead
Scotiabank
11.2022 - Current
- Manage and oversee day-to-day operations of the workplace, including facilities management, office services, budgeting and vendor management. Implement operational policies and procedures as well as onboard/offboard residents to improve workplace efficiency and productivity
- Spearheaded training programs for staff, leading to improved efficiency and reduced errors
- Assist with meeting room conferencing technology, booking meetings and ensure rooms are tidy and setup for future meetings
- Collaborate with other departments to ensure a seamless and effective workplace experience for our residents
- Experience posting communications on MS Teams and Outlook to communicate with the population
- Championed team initiatives to maintain and exceed Service Level Agreements to create a deeper relationship with all residents
Rooms Coach (Assistant Rooms Manager)
W Hotels Toronto
06.2021 - 11.2022
- Oversaw three sub-divisions, each with distinct responsibilities and teams, ensuring seamless coordination and achieving exceptional customer service
- Utilized data-driven insights to optimize room revenue, implementing pricing strategies, demand forecasting, and occupancy management, resulting in increases on Hotels RevPAR
- Played a pivotal role in developing comprehensive Local Standard Operating Procedures (LSOPs) for the rooms division of a brand-new hotel, ensuring consistent service quality, operational efficiency, and a seamless guest experience from the outset
- Implemented the uniform management system, overseeing the distribution of uniforms to all staff and implementing an efficient laundry system, guaranteeing that clean and well-presented uniforms were readily available at the start of each employee's shift
- Strategically developed weekly schedules by leveraging data analysis from the 10-day forecast, resulting in optimized productivity and effective labor cost control measures, ensuring efficient staffing aligned with demand needs
- Fostered a positive work environment by equipping employees with first-person resolution tactics, empowering them to address guest concerns and enhance the overall guest experience, resulting in improved guest satisfaction and increased employee morale
Duty Manager (Task Force Contract)
Westin Harbour Castle Toronto
06.2021 - 07.2022
- Spearheaded the creation of a new concierge position, crafting the Local Standard Operating Procedures (LSOPs) from the ground up to ensure the efficient and high-quality delivery of concierge services, enhancing the guest experience and the hotel's reputation
- Collaborated closely with various hotel departments to develop and deliver unique guest experiences, catering to the needs and preferences of all visitors, whether they were Hotel guests or attendees of conferences and events
- Ensured the accuracy and balance of all financial reports by reconciling daily revenue outlets and promptly investigating any discrepancies, contributing to the financial integrity and transparency of the organization
Housekeeping Supervisor
Delta Hotels By Marriott Toronto (Flagship Hotel)
12.2018 - 12.2020
- Developed and managed task sheets for the housekeeping team, aligning room cleaning assignments with guest check-ins and check-outs through effective coordination with the front office, ensuring efficient cleaning processes and guest satisfaction
- Conducted regular 1 on 1 touch base with employees to ensure that hotel rooms were consistently cleaned to the highest standards, fostering a culture of excellence and upholding the hotel's reputation for cleanliness
Education
Hospitality And Tourism Operations Management
Centennial College School of Hospitality
Toronto, ON08.2017
Skills
People Leader
Talent Developer
Results Driven
Affiliations
Charismatic and Influential Attitude
Effective Communication
Strong Drive for Success
Accomplishments
Simplifying and Delivering
Team First Culture
Collaborative Mentality
Timeline
Operations Lead
Scotiabank
11.2022 - Current
Rooms Coach (Assistant Rooms Manager)
W Hotels Toronto
06.2021 - 11.2022
Duty Manager (Task Force Contract)
Westin Harbour Castle Toronto
06.2021 - 07.2022
Housekeeping Supervisor
Delta Hotels By Marriott Toronto (Flagship Hotel)
12.2018 - 12.2020
Hospitality And Tourism Operations Management
Centennial College School of Hospitality
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