Lacy Guzman
Harrison
Summary
Operations professional with solid track record in regional management. Managed and streamlined operations across multiple locations, ensuring high levels of productivity and operational efficiency. Known for fostering collaborative team environments and delivering consistent results. Skilled in strategic planning and operational oversight.
Overview
18
18
years of professional experience
Work History
Regional Operations Manager
Shreeji Hotels
04.2021 - Current
- Lead weekly meetings with regional staff to review progress, address challenges and drive timely task completion.
- Help guide and navigate daily operations and sales with the General Managers and Revenue Managers
- Manage budgets and financial reporting for the region, providing accurate forecasts and identifying areas for potential savings.
- Travel to over 2-3 locations per month to manage each hotel and perform reviews of individual managers and employees.
- Enhance regional hotel performance by implementing proven management processes to increase revenue.
- Implement cost-saving measures, leading to significant reductions in operational expenses.
- Monitor and analyzed performance data, identifying areas of improvement and developing corrective action plans.
- Streamline regional operations by implementing efficient processes and procedures.
- Maintain high safety standards throughout the region, minimizing accidents and incidents.
- Devised strategic plans focused on long-term growth while addressing immediate operational challenges.
- Working with Branded IHG hotels and Independent hotels
General Manager
Holiday Inn Express & Suites
10.2017 - 04.2021
- Oversee all aspects of the hotel's operations, ensuring guest satisfaction by effectively managing staff, maintaining high service standards, and driving revenue through strategic leadership, strong communication skills, and adept problem-solving abilities, while adhering to budget constraints and upholding the hotel's brand image;
- Assisted in recruiting, hiring and training of team members.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
- Formally and informally communicated issues, status, changes with Owner and regional managers
- Participation in marketing initiatives, sales strategies, and event planning to attract new guests and maximize occupancy rates
- Was nominated and chosen to speak at IHG Leadership conference in Vegas on Operations and Sales/How to involve General Managers into the Sales World
- Maintained in the top 10 hotels in the central/midwest hotel region with IHG and Franchise Support Management team for Guest Love Scores and performance
- Maintained passing scores and excellencies during annal IHG Quality Inspections.
- Was nominated for AHLA Stars of the Industry 2018 and 2019
Front Office Manager
Holiday Inn Express & Suites
01.2016 - 10.2017
- Responsible for successful operation and administration of all front office departments, including front desk, guest services, and rewards membership
- Deliver exceptional guest experience by providing prompt service, service recovery, professional attention, and personal recognition
- Hire, train, and develop highly motivated and empowered front office staff
- This included disciplinary action, when necessary, and performance reviews
- Provide knowledge and expertise regarding Brand Standards, property management system, and proprietary systems used in the day to day operations of the hotel
- Oversee financial and accounting related tasks, including revenue management, group rates, company rates, billing issue resolution, payables, and accounts receivables
- Provide Manager on Duty coverage and assist General Manager with various responsibilities as needed
- Implemented Worldwide Signature Call Program with Front Office Team
- Drove Guest Satisfaction improvements with YTD score 88.89 up 5.67 v LY
- Consistently met or exceeded Winning Metrics related to front desk operations
Front Desk Agent
Holiday Inn Express & Suites
01.2014 - 01.2016
- Ensured complete guest satisfaction through the prompt and courteous recognition and warm greeting of customers
- Answer all incoming calls to take hotel reservations, transfer calls to guest rooms, and resolve billing issues
- Process guest arrivals and departures accurately and efficiently
- Accurately post room charges, meeting room charges, etc and applicable payments to guest and customer accounts
- Complete all required training
- Other duties as assigned
- Nominated for American Hotel & Lodging Association (AHLA) Stars of the Industry
- Redesigned and implemented improved AM and PM shift checklists
- Trained on numerous Front Desk Supervisor and Front Office Manager duties
Store Manager
Dollar Store
01.2012 - 01.2014
- Responsibilities included store opening and closing
- Delivered great customer service, ran register, prepared weekly employee schedule
- Performed weekly inventory
- Formally and informally communicated issues, status, changes with district and regional managers
- Counted and balanced cash drawers while managing bank deposits and associated logs
- Received and inventory products from vendors, validating quality and quantity
- Led, trained and developed all team members, including managing payroll, setting goals and providing performance feedback
- Planned and implemented planogram settings which included pricing products, resetting for seasonal decor and product in accordance with store standards and timing
Store (Active) Manager
Hollywood Video
01.2007 - 01.2010
- Responsibilities included store opening and closing
- Greeted and assisted customers
- Oversaw register operations, including cash drawers while managing bank deposits and associated logs
- Checked customers’ movies rental, purchases, and returns to their accounts
- Led, scheduled, trained and developed all team members, including managing payroll, setting goals and providing performance feedback
- Managed and received inventory
- Updated Weekly release wall for new products and activities
- Won two district contests awarding team members with monetary awards for exceeding sales growth goals
- Managed remodel and integration of Game Crazy
- Successfully liquidated store
Education
High School Diploma -
New Hope Christian Academy
Pekin IL05-2007
Skills
- Excellent interpersonal skills
- Management team building
- Staffing oversight
- Outstanding communication skills
- Inventory monitoring
- Staff supervision
- Sales support
- Budgets
- Relationship building
- Operations oversight
- Operations management
- Marketing strategies
Timeline
Regional Operations Manager
Shreeji Hotels
04.2021 - Current
General Manager
Holiday Inn Express & Suites
10.2017 - 04.2021
Front Office Manager
Holiday Inn Express & Suites
01.2016 - 10.2017
Front Desk Agent
Holiday Inn Express & Suites
01.2014 - 01.2016
Store Manager
Dollar Store
01.2012 - 01.2014
Store (Active) Manager
Hollywood Video
01.2007 - 01.2010
High School Diploma -
New Hope Christian Academy
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