Nathan Andrew Garcia

Led High-Performing Delta Sky Clubs at LAX

• Managed a Multi-Million Dollar Operation: Oversaw three Delta One & Sky Clubs (Terminals 2 & 3) ensuring smooth operations and profitability.
• Optimized Inventory & Profitability: Implemented precise ordering strategies and corrective actions to maximize efficiency and drive bottom-line results.
• Built & Led a Strong Team: Managed 200 employees, including SkyClub Bar Program staff, fostering a performance-based culture built on individual accountability and team success.
• Delivered Exceptional Customer Experiences: Enforced rigorous quality assurance protocols, upholding Delta standards and exceeding customer expectations.
• Strategic Scheduling & Budgeting: Created and managed team schedules considering coverage needs and individual strengths, while adhering to budgetary constraints.

Led High-Performing Housekeeping Team

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• Strong Client Relationships: Coordinated services for clients, fostering positive relationships and exceeding expectations.
• Implemented innovative marketing strategies to increase occupancy rates and revenue generation.
• Streamlined Operations: Completed schedules, shift reports, and other business documents, ensuring smooth department operations.
• Cost-Effective Management: Placed cost-effective orders for housekeeping supplies and guest toiletries, maximizing resources.
• Developed High-Performing Staff: Conducted performance evaluations and implemented improvement plans for employees, fostering a continuous learning environment.

Elevated Guest Experience & Operational Efficiency

• Luxury Service: Provided exceptional service through phone, email, and in-person interactions, ensuring guests received accurate information, exceeded expectations, and experienced true luxury hospitality.
• Forbes 5-Star Trained Talent: Leveraged Forbes 5-star training to onboard and develop new hires, equipping them with the skills to deliver exceptional guest service in a luxury environment.
• Effective Problem-Solving: Addressed and resolved customer concerns efficiently, collaborating with the Director of Front Office for complex issues, ensuring seamless resolutions that maintain guest satisfaction.
• Improved Room Turnover: Implemented a proactive management style, driving improvements in workflow and room turnover efficiency, upholding luxury standards.

Cultivated Strong Customer Relationships & Increased Revenue

• Sales & Promotion Expert: Educated customers on current promotions, effectively converting interest into sales and exceeding sales targets.
• Welcoming Ambassador: Delivered exceptional first impressions, ensuring both existing and potential customers felt valued and encouraged to explore further.
• Merchandising & Sales Optimization: Maintained an organized and visually appealing presentation of merchandise, maximizing sales opportunities.
• Strategic Upselling: Implemented up-selling strategies, recommending complementary accessories and purchases, and driving increased revenue growth.

Streamlined Guest Experience & Boosted Hotel Efficiency

• Efficient Airline Check-In: Managed large airline check-ins, ensuring smooth processing and timely departures for guests.
• Exceptional Guest Recovery: Handled guest complaints professionally, offering complimentary services to maintain high guest satisfaction rates.
• Conflict Resolution Expert: Resolved conflicts between guests and staff effectively, negotiating mutually beneficial agreements to maintain positive relationships.
• Financial Accuracy & Reporting: Maintained accurate guest accounts, ran daily reports to verify totals, and ensured all charges were reviewed with guests at checkout, fostering trust and transparency.

Ensured Seamless Guest Experience & Operational Efficiency

• Billing Accuracy & Transparency: Calculated billings, posted charges accurately to guest accounts, and reviewed all charges during checkout, ensuring transparency and a smooth financial experience.
• Efficient Multitasking: Managed a multi-line phone system, responding to guest inquiries, effectively transferring calls to the appropriate departments for swift resolution.
• Resort Orientation Expert: Explained details about the property's amenities like restaurants, pool areas, spa, and fitness centers, acclimating guests to the resort environment and maximizing their enjoyment.
• Technology-Driven Operations: Utilized OPERA software proficiently to process reservations, check-ins, and check-outs, ensuring efficient guest service and accurate record-keeping.

Boosted Revenue & Guest Satisfaction

• Elevated Sales Performance: Coached team members on effective upselling and cross-selling methods, leading to increased revenue generation.
• Enhanced Financial Controls: Implemented measures to improve cash intake and deposit record accuracy, reducing discrepancies and ensuring financial security.
• Streamlined Operations: Developed and enforced policies that boosted team productivity and strengthened operational efficiency, contributing to a smoother guest experience.
• Customer Loyalty: Focused on exceptional customer service, fostering repeat business by addressing concerns with friendly and knowledgeable service.
• Achieved Sales & Operational Goals: Trained team members on successful strategies to meet operational and sales targets, driving overall hotel success.

Revenue-Driven Leadership & Strategic Sales Management

• Market-Driven Strategy: Monitored customer trends, market conditions, and competitor actions, implementing proactive adjustments to sales strategies and exceeding sales goals.
• Relationship & Sales Growth: Achieved significant sales increases through skillful relationship management and proactive sales approaches, driving consistent revenue growth.
• Multi-Channel Prospect Generation: Connected with prospects through a diversified strategy, including trade shows, cold calling, and local-area networking, expanding the sales pipeline.
• Operational Efficiency & Accuracy: Directed a highly efficient administrative team, ensuring accurate sales, inventory, and order documentation for smooth operations.
• Strategic Sales Planning: Established ambitious sales targets, managed deployment strategies, and developed effective go-to-market plans, maximizing revenue opportunities across the region..