MIGUEL F CARRASQUILLO
Mount Juliet
Summary
Dynamic Hotel Manager skilled in developing and training teams, effectively controlling costs, focused on driving company growth and revenue, achieving YOY revenue and high guest satisfaction ratings in competitive environments. Expert communicator passionate about fostering a positive and results-oriented team culture. Flexible problem solver with a positive attitude. Natural leader committed to excellence in service. Total 19 years leadership experience.
Overview
20
20
years of professional experience
Work History
General Manager
Homewood Suites and Home2 Suites By Hilton Downtown Nashville
Nashville
11.2011 - Current
- Increased hotels ADR by 25%, and increased GOP by $2M within year and half
- Managed hotel's operations, maintaining established cost and quality standards
- Responsible for maintenance and security of hotel's assets, day-to-day operations, customer satisfaction, and enforce policies and procedures established by Homewood Suites by Hilton
- Monitored and maintained established hotel's annual business plan included but not limited to GOP, ADR, STAR Report, multi-department budgets, purchasing, sales and marketing programs, and business trends
- Maintained product and service quality standards by conducting periodic inspections, investigating complaints and initiating corrective actions as needed
- Reviewed and approve accounting and management reports
- Ensured adequate resources are maintained to maximize employee performance by establishing periodic appraisal, orientation, training and development of all personnel
- Monitored and maintained procedures for safety of guests and personnel.
- Managed budget implementations, employee reviews, training, schedules and contract negotiations
- Developed and maintained relationships with customers and suppliers through account development
- Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures and technology systems
- Organized budgets, oversaw P&Ls and achieved margin targets consistently to stay on track with growth plans
- Drove year-over-year business growth while leading operations, strategic vision and long-range planning
- Established and administered annual budget with controls to prevent overages, minimize burn rate and support sustainability objectives
- Developed effective business plans to align strategic decisions with long-term objectives
- Assessed supplier quality to maintain tight cost controls and maximize business operational performance
- Directed successful operational turnaround, eliminating over $578,000 in debt within 1yr
- Drove year-over-year business growth while leading operations, strategic vision and long-range planning
- Prepared annual budgets with controls to prevent overages
- Implemented operational strategies and effectively built customer and employee loyalty
- Enhanced operational efficiency and productivity by managing budgets, accounts and costs
- Maximized operational excellence mentoring personnel on management principles, industry practices and company procedures
- Introduced new methods, practices and systems to reduce turnaround time
- Supervised sales team of 21 people, stepping in to support employees and deliver smooth sales processes for clients
- Produced contracts, reports, letters, and proposals for clients
- Improved sales processes to streamline customer acquisition and onboarding strategies
Director of Housekeeping
Wyndham Union Station Hotel
Nashville
02.2011 - 11.2011
- Directed top-performing team of housekeepers and provided supervision, mentorship, coaching, and support; facilitated effective training programs to maximize potential and productivity of team and coordinated daily workflows
- Controlled Housekeeping costs within guidelines and successfully reduce costs YOY; led property from 53.6% in quality to 91.8% and positioned hotel within top 10% of brand
- During construction face assisted Project Foreman, Reservation Manager and Director of Front Office in controlling inventory to maximize sales and return room ratio
- Trained and mentored all new personnel to maximize quality of service and performance
- Communicated repair needs to maintenance staff and followed up of delivery of repairs
- Evaluated employee performance and developed improvement plans
- Drove improvements to workflow and room turnover with hands-on, proactive management style
- Directed team of 58 personnel in busy hotel with 401 rooms
- Worked with front desk to respond promptly to all guest requests
- Reduced financial discrepancies through accurate management of payroll and bookkeeping processes
- Introduced new operational programs like incentives to increase company loyalty and reduce employee turnover
Opening Team, Dep. Head, Director of Front Office
Hutton Hotel
Nashville
11.2008 - 02.2011
- In charge of all front desk operations including but not limited to operate department within budget guidelines and forecast
- Being direct report to Front Desk/Concierge Managers & Staff, Bell Services, Reservation Manager, Special Activity Staff Staff & Managers, and Valet Managers & Staff
- Responsible for establishing well rounded training program for all departments that included new Departmental Standard Operating Procedures, audit program to track performance of department to meet company and Leading Hotels of the World goals, and hiring of new personnel and training
- Assisted Revenue Manager and Director of Sales on marketing strategies to maximize hotel sales
- Created loyalty program for independent hotel
- Enforced organizational rules and incorporated policy changes into departments' day-to-day activities
- Evaluated performance continuously to identify areas in need of improvement and implement strategies to keep team on-track
- Cultivated collaborative, performance-oriented culture to keep team motivated and enthusiastic about achieving shared goals
- Led regular meetings with team leaders and front-line staff to convey important operational information and new targets
- Assisted team in handling and solving complaints and incidents, communicating results with corporate management
- Monitored and assessed service and satisfaction trends, evaluated and addressed issues and made improvements accordingly
- Managed, rewarded, coached, counseled, disciplined and terminated employees based on performance
- Strategized with team on new processes and actively shared ideas, opinions and suggestions to improve environment and hotel experience
- Developed front-office programs that boosted morale and encouraged team to deliver exceptional service and cost control
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
- Completed bi-weekly payroll for 48 employees
- Supervised 14 administrative team members and provided constructive feedback, resulting in higher morale and increased employee retention
- Strategized with team on new processes and actively shared ideas, opinions and suggestions to improve environment and hotel experience
- Assisted team in handling and solving complaints and incidents, communicating results with corporate management
Assistant Executive Housekeeper Manager
Gaylord Opryland Resort & Convention Center
Nashville
03.2008 - 11.2008
- Responsible for daily managing of housekeeping department daily operations, consisted of over 360 housekeepers, managers, and supervisors
- Managing a structure composed of 2881 rooms
- Daily operation include but not limited to effectively management of department's budget, managing operating cost, implementing new innovative housekeeping processes and policies for effective service, managing employee's and supervisors, and ensuring flawless service directed toward our Guest
- Leadership Roles Trained - Certified in 4 Roles of Leadership Program for better business etiquette and path finding skills
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity
- Maintained energy and enthusiasm in fast-paced environment.
- Resolved problems, improved operations and provided exceptional service
- Developed and implemented performance improvement strategies and plans to promote continuous improvement
Guest Service Operations Manager Team Disney
Walt Disney World Company
Lake Buena Vista
05.2006 - 03.2008
- Green Lodging Champion, Resort Line of Business Team Disney - Project Manager
- Responsible for implementing new recycling-waste management protocol at Disney's All Star Resort, Disney's Grand Floridian Resort & Spa, Disney's Contemporary Resort, Disney's Polynesian Resort, and Disney's Boardwalk Resort
- Trained managers and cast members by coordinating, and communicating between various departments of resort line of business to prepare them for Green Lodging Certification Audits done by Florida Resort Evaluation Board
- Opening Management Team Disneyland Hong Kong Hotel - Guest Service Manager
- Member of opening team for Disneyland Hong Kong Hotel and Theme Park
- Incorporated Disney Standards and culture to new Cast Members as new destination for The Walt Disney Company
- Exceeded goals through effective task prioritization and great work ethic
- Used coordination and planning skills to achieve results according to schedule
Guest Service Manager
Disney's Magic Kingdom
Lake Buena Vista
10.2005 - 05.2006
- Magic Kingdom Main Street 5
- Attended to customer needs, responding to questions, complaints and escalations
- Monitored staff training, scheduling and shift changes.
- Understood and implemented safety and emergency procedures
- Implemented procedures and services to improve park services and amenities
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates
- Supervised team of 89 Guest Service agents & Managers, and helped to resolve issues arising during shifts
Guest Service Operation Manager
Disney's Grand Floridian Resort
Lake Buena Vista
03.2003 - 10.2005
- Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment
- Used critical thinking to break down problems, evaluate solutions and make decisions
- Offered friendly and efficient service to customers, handled challenging situations with ease
- Developed and maintained courteous and effective working relationships
- Property Champion for Disney Management Property System
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
Education
Bachelor of Science - Biology
Boston University
Boston, Massachusetts 05.1995
Bachelor of Science - Chemistry
Boston University
Boston, Massachusetts 05.1997
Skills
- Opening Management Team Disneyland Hong Kong Resort, Hutton Hotel, and Hilton Hotels
- Strong experience with analytical skills and ability to develop innovative tactics in resolving staff and guest's problems
- Spearheaded Florida's Green Lodge Program for 6 Disney Resort
- Proficient on OnQ, Opera, PMS, Fidelio, Athena, Agilysys PMS's
- Customer Portfolio Management
- Quality Assurance and Quality Control knowledge
- Multi Project Coordination/Execution Product Development and Launcher
- Revenue Forecasting
- Executive Leadership
- Remarkable ability to train, motivate and counsel employees
- Employee Performance Evaluations
- Customer Trend Analysis
- Sales Statistics Analysis
Additional Information
- ACCOMPLISHMENTS, Achieved $2.5M growth in hotel revenue within the first year of operation.Awarded the Partner In Excellence Award by The Walt Disney company in 2003 & 2007.Awarded the Walt and Me award for Excellence in Management in 2006.Awarded The Jimmy Cricket Trainer Award by The Walt Disney Company in 2003.Managed the hotel named "Top 100 Hotels" by Conde Nast Travel in 2009.Developed the Concierge Curbside Team for customer loyalty and club level program, which became amodel for hotels within the Walt Disney Company.
Languages
Spanish
Native language
English
Proficient
C2
Italian
Advanced
C1
German
Upper intermediate
B2
French
Intermediate
B1
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
There are no secrets to success. It is the result of preparation, hard work, and learning from failure.
Colin Powell
Timeline
General Manager
Homewood Suites and Home2 Suites By Hilton Downtown Nashville
11.2011 - Current
Director of Housekeeping
Wyndham Union Station Hotel
02.2011 - 11.2011
Opening Team, Dep. Head, Director of Front Office
Hutton Hotel
11.2008 - 02.2011
Assistant Executive Housekeeper Manager
Gaylord Opryland Resort & Convention Center
03.2008 - 11.2008
Guest Service Operations Manager Team Disney
Walt Disney World Company
05.2006 - 03.2008
Guest Service Manager
Disney's Magic Kingdom
10.2005 - 05.2006
Guest Service Operation Manager
Disney's Grand Floridian Resort
03.2003 - 10.2005
Bachelor of Science - Biology
Boston University
Bachelor of Science - Chemistry
Boston University
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