Summary
Overview
Work History
Skills
Timeline
Generic
Mary Grace Bartolome

Mary Grace Bartolome

Panglao Bohol

Summary

Seasoned professional in general and operations management with extensive experience in leading teams, optimizing processes, and implementing cost-effective strategies. Proficient in strategic planning, staff development, and operational efficiency to consistently improve workflow and reduce costs. Demonstrated success in enhancing overall business performance through effective leadership and innovative problem-solving.

Overview

27
27
years of professional experience

Work History

Resort General Manager

BIRD OF PARADISE
Panglao Bohol
03.2024 - Current
  • Serve as a key liaison between owners and the construction team, enabling the successful delivery of the phase 2 construction project
  • Ensure smooth progress of pre-opening activities for Villa Phase 2
  • Manage all aspects of daily business operations including budgeting, staffing, scheduling, inventory control, customer service, and sales.
  • Analyze existing processes for effectiveness and developed new systems as needed to enhance overall productivity levels.
  • Ensure compliance with legislation and regulatory requirements and company policies
  • Work with maintenance personnel to maintain the asset with preventative maintenance plans
  • Maintain an unwavering commitment to upholding excellent standards in food preparation, presentation, and quality.
  • Regularly assesses the performance of F & B and Rooms Division areas for consistent standards

Resort General Manager

EL MAR RESORT & SPA
Sogod, Philippines, Cebu
05.2022 - 03.2024
  • Develop, implement, and monitor day-to-day operational systems and processes to provide visibility into the goals, progress, and obstacles of key initiatives
  • Performed financial analysis on monthly reports to identify cost savings opportunities.
  • Analyzed existing processes for effectiveness and developed new systems as needed to enhance overall productivity levels.
  • Achieved productivity improvements while enhancing quality control operations to reduce overhead
  • Assisted in developing strategies to increase occupancy rates throughout the year.
  • Identified areas of improvement in current business practices and collaborated with other departments to develop action plans for implementation.
  • Developed and implemented operational strategies to improve efficiency, reduce costs, and maximize customer satisfaction.
  • Conducted regular inspections of all areas of the resort to ensure safety standards were met.
  • Provided guidance and support to subordinate managers in order to foster an atmosphere of cooperation throughout the organization.
  • Establishing and enforcing policies regarding safety and security of guests, employee conduct, and environmental issues such as waste management
  • Implemented employee recognition programs to motivate staff members towards achieving organizational goals.
  • Evaluated job performance of staff members on an ongoing basis using established criteria.
  • Monitored staffing levels to ensure adequate coverage at all times while controlling labor costs.

Business Development Manager

SANTOS KNIGHT FRANK
Cebu Business Park, Cebu City
03.2021 - 06.2022
  • Identified potential clients, built relationships, and negotiated contracts.
  • Organized meetings between senior management and prospective customers.
  • Maintained a database of existing customers and prospective leads.
  • Prepared reports on sales performance metrics such as revenue growth rate, conversion rates and lead-to-customer ratios.
  • Researched target markets to understand the needs of current and potential customers.
  • Collaborated with cross-functional teams including marketing, operations, finance.
  • Conducted research on industry trends, competitor activities, and customer needs.

Resort General Manager

Y HOTELS AND RESORTS GROUP INC.
Makati City, Philippines
07.2018 - 01.2019
  • Led preconstruction services by budgeting, scheduling, organizing, and defining roles and responsibilities with insights from in-house engineers and architects.
  • Verified compliance of documents, layouts, and submitted plans with operational requirements by collaborating with the Project Management Group; incorporated previously accepted design and technical proposals
  • Took charge of pre-opening activities, ensuring seamless coordination between the hotel and project team while adhering to construction timeline.
  • Created comprehensive financial strategies, maximizing revenue and delivering increased shareholder returns.
  • Maximized time and employee productivity, consolidating data, payroll and accounting programs into centralized systems.

Area Operations Manager

ROXACO-VANGUARD HOTEL CORP.
Makati City, Philippines
04.2017 - 07.2018
  • Directed pre-opening activities for four hotels, ensuring successful opening and adherence to approved budgets while optimizing operations supply requirements.
  • Successfully guided individuals in their career paths, ensuring smooth transitions and strategic talent development.
  • Successfully collaborated with cross-functional teams to exceed targets for business performance, financial outcomes, guest satisfaction, revenue generation, and workplace safety.
  • Perform regular business analysis and prepare required reports
  • Meticulously oversaw day-to-day operations by implementing impactful short-term and long-term strategies to attain business plan and profitability targets
  • Utilized analytical skills to pinpoint opportunities for streamlining processes, reducing costs, and enhancing overall efficiency
  • Implemented strategic advertising campaigns across press, radio, and TV to maximize hotel's exposure
  • Spearheaded the efforts of the marketing team in devising impactful promotional campaigns
  • Implemented effective plans alongside management to measure success in optimizing outcomes for individuals, customers, collaborators, and the organization.
  • Created effective budgeting frameworks and strategic business plans to enhance the efficiency of hotel operations, define financial targets, and streamline expenditure management.

Operations Manager

MICROTEL Mall of Asia
Pasay City, Philippines
11.2016 - 03.2017
  • Directed operations staff by providing guidance, training, and support in order to meet company objectives.
  • Evaluated work processes and procedures, reviewed standards, developed methods for increasing efficiency or effectiveness, and proactively responded to any arising needs.
  • Conducted assessments on equipment and property conditions, while analyzing capital expenditure requirements
  • Managed all aspects of operations including staff management and problem resolution to ensure smooth functioning.
  • Delivered positive customer experiences by implementing effective quality assurance practices.
  • Aided senior leadership during executive decision-making process by generating daily reports to recommend corrective actions and improvements.

Front Office Manager

LUXENT HOTEL
Quezon City, Philippines
10.2014 - 10.2016
  • Responsible for managing the daily operations of the front office, including greeting guests, answering phone calls and emails.

  • Supervised the preparation of guest bills and invoices ensuring accuracy before issuing them to guests.
  • Analyzed customer feedback data to identify areas of improvement.
  • Developed and implemented strategies to maximize guest satisfaction and optimize operational efficiency.
  • Established strong relationships with corporate clients in order to foster repeat business opportunities.
  • Coordinated with other departments to ensure smooth running of the entire hotel operation.
  • Updated knowledge about current industry trends through research or attending professional development courses.
  • Provided support during events held at the hotel premises such as conferences or exhibitions hosted by clients.
  • Analyzed daily reports such as occupancy rate report, revenue report, prepared by subordinates.
  • Monitored front desk operations on a regular basis to identify areas for improvement or corrective action.

Commercial Head

FARMLAND GENERAL TRADING COMPANY WLL
State of Kuwait, Kuwait
08.2011 - 04.2014
  • Analyzed competitors' products and services offering and pricing models to identify gaps and capitalize upon them.
  • Reviewed customer feedback data to improve customer experience and satisfaction levels.
  • Developed and implemented commercial strategies to drive revenue growth.
  • Built strong relationships with strategic customers and partners across multiple markets and geographies.
  • Established pricing policies for products and services to maximize profitability.
  • Provided regular updates to senior management on progress and performance against KPIs.
  • Negotiated contracts and agreements with vendors, suppliers and partners.
  • Monitored performance metrics such as revenue, cost of goods sold, gross margin to measure success of commercial activities.

Front Office Supervisor (Opening Team)/Duty Manager

COSTA DEL SOL HOTEL
State of Kuwait, Kuwait
11.2008 - 07.2011
  • Oversees smooth and efficient daily operations of Front Office, including reception, telephone, and all hotel departments in the absence of their heads.
  • Maximized revenue potential by effectively supervising Reception personnel to optimize occupancy and average room rate.
  • Managed all aspects of problem prevention and resolution within hotel setting
  • Ensured accurate compilation and verification of daily record sheets, guest accounts, receipts, and vouchers with proficiency in Opera software.
  • Achieved high levels of customer satisfaction, provided quality service, and ensured compliance with Hotel policies and procedures to consistently exceed financial goals.

Operations Manager

OASIS COUNTRY RESORT
San Fernando La Union, Philippines
06.2007 - 09.2008
  • Operated and managed all activities in Food and Beverage, Banquet, Front Office, Housekeeping, Maintenance, and Sales functions.
  • Contributes to the success of the hotel by maintaining standards and personalized customer service in accordance with Oasis policies
  • Actively seek out and maximize all sales opportunities and ensure personnel under my supervision have the skills to do the same
  • Manages the operational area in such a manner that customer satisfaction and budgeted profit margins are achieved and that a good company image is projected, thus ensuring continued growth
  • Ensures a firm control of costs in pursuit of profitability, efficiency, and guest satisfaction
  • Maintains open communication and builds positive relationships with colleagues to ensure that all efforts are focused on improving levels of service to our customers
  • Ensuring the professional, efficient operation of the named departments through delivering quality service and work performance to ensure the company and hotel standards and guest satisfaction are achieved through continuous training
  • Assume authority and serve as Assistant General Manager, overseeing all hotel activities in the absence of the General Manager.
  • Provided organizational leadership and established business vision, resulting in achievement of sales, profit, and revenue goals.
  • Provided regular performance reviews, individual feedback, and professional coaching to train and mentor a high-performing team.

Front Office and Sales Manager

THE PALACE BAHRAIN HOTEL
Manama
11.2005 - 02.2007
  • Managed a diverse team consisting of Front Desk, Reservation, Concierge, and Sales personnel in an 80-room hotel operation.
  • Maintained desired service level and upheld standards through effective hiring, training, supervision and discipline of staff members.
  • Ensured efficient collaboration among various departments by regularly forecasting and maintaining effective communication channels
  • Managed and updated files, reservations, and room availability calendar while promptly acting upon approved requests to adjust computerized room status.
  • Exhibiting competence and professionalism to guests, employees, and management
  • Responsible for checking in groups, conferences and visitors
  • Prepares rooming list for all concerned departments to maintain quality standards of the Hotel
  • Prepares month end reports for MD and GM for revenue comparative and Tourism report for Ministry of Tourism Bahrain
  • Ensures that credit control procedures are strictly adhered to, that no bills exceed the stipulated limit without prior approval and that written confirmation, purchase orders, or order numbers are on file
  • Carries out systematic checks of all Front of House areas for maintenance requirements, repairs or refurbishing, ensuring that these are resolved without delay
  • Created strategic sales plans, designed to increase sales, customer loyalty and market awareness
  • Increased profitability by developing pipelines utilizing multiple marketing channels and sales strategies.

Guest Relations Officer

THE DIPLOMAT RADISSON SAS
Manama, Kingdom of Bahrain
08.2005 - 11.2005
  • Maximizes Customer Satisfaction and utilization of Hotel facilities by promoting hotel restaurants and other services to Guests
  • Resolves guest complaints and monitors/ensures their ongoing satisfaction
  • Provides a personal welcome to incoming guests (room or F&B patrons) whenever possible
  • Anticipates guest requirements by making use of Guest Preference information at every opportunity
  • Responsible for supervising the activities of designated floor and room attendants to ensure clean, orderly, attractive, and well-maintained guest rooms, hallways, and service areas
  • Inspects all VIP blocking, occupied VIP rooms, and vacant rooms of designated floors
  • Ensures that guest luggage is delivered to and collected from rooms speedily
  • To ensure that newspapers and parcels are delivered to rooms without delay
  • Works in conjunction with and assists the Front office supervisor and Front Office Manager with handling special requests such as Honeymoon set-ups, Anniversary Packages, Birthday Packages, special dietary needs, medical needs, etc
  • Follows up to ensure departments responsible have completed the requirements.

Guest Relations Executive/ Airport Service Executive

DELMON INTERNATIONAL HOTEL
Manama, Kingdom of Bahrain
11.2002 - 08.2005
  • Attends to the needs of the Guests
  • Accommodates and entertains inquiries of guests
  • Heeds to the complaints and suggestions of the guests
  • Inspects allocated rooms for cleanliness and that guest supplies are in the room
  • Allocate rooms to VIP and Return Guest and ensure welcome letters and gifts are placed in the room
  • Creates a database of Frequent Guest
  • Ensures that all departments, particularly restaurants, are notified of the tariff entitlements per room guest
  • Liaises or alert porters so that the guest's luggage is taken to his room
  • Welcomes incoming guests from the airport
  • Entertains hotel reservations and inquiries
  • Maintains good relations with the key personnel in the airport to establish business
  • Gathers layover passengers for smooth operation before check-in at the hotel.

Customer Service Agent

United Parcel Services
Paranaque City, Philippines
06.2001 - 02.2002
  • Responds to all inquiries regarding the customer's parcels through the tracking system
  • Coordinates with the customs department to locate the current status of a package
  • Prepare Pre-Alerts, Arrival Notices, AWBs, B/Ls
  • Handling of Import and Export Air and Ocean shipments
  • Check invoices for accuracy and Process Payments
  • General administrative duties, prepare timely monthly reports
  • Communicate and instruct warehouse staff to collect parcels and ensure the earliest delivery to customers.

Flight Attendant

AIR PHILIPPINES
Domestic Road, Philippines
11.1999 - 10.2000
  • Inspected aircraft cabin before each flight to ensure it was clean and safe for passengers.
  • Ensured the quality of customer experience by resolving any issues that arose during the flight promptly and professionally.
  • Assisted passengers during deplaning process by providing directions or other information as requested.
  • Delivered onboard customer service including food and beverage service.
  • Stocked aircraft cabin with items such as newspapers, magazines, beverages.
  • Assisted passengers with stowing carry-on luggage in overhead compartments.
  • Demonstrated proficiency in aircraft emergency procedures, first aid, CPR, defibrillators, oxygen administration, and other safety protocols.
  • Adhered to company policies regarding security measures and protocol at all times.

Store Operations Manager

ACA Video and Lazer Tech
Quezon City, Philippines
12.1997 - 04.1999
  • Implemented efficient systems for tracking stock movement.
  • Ensured compliance with safety regulations and company policies.
  • Maintained accurate records of employee performance reviews.

General Manager

MEGAWORLD HOTELS
Mactan, Lapu-Lapu City Cebu
04.2019
  • Created and established the property's defined target markets, business management and developed the strategies in achieving targeted budget
  • Successfully facilitated pre-opening coordination and management of various processes.
  • Analyzed monthly financial and operating metric results with the team, collaborating to achieve KPIs including net operating income, RevPAR index, guest satisfaction, associate inspections, capital execution, and sustainability.
  • Implemented cost-effective controls and revenue management techniques
  • Managed and forecasted annual budgets for multiple departments while reviewing and addressing variances.
  • Achieved a deep comprehension of company objectives by consistently conducting audits and inspections, ensuring the hotel's adherence to all standards.
  • Identified process improvements and best practices, met all compliance standards and audits, executed strategic goals
  • Consistently upheld the highest level of ethics and integrity as expected by Megaworld Hotels.

Skills

  • Change Management
  • Performance Improvements
  • Product Costing
  • Budgeting and Cost Control Strategies
  • Team Oversight
  • Operations Management
  • Team Training and Development
  • Sales Planning and Implementation
  • Team Building and Motivation
  • Staff Development
  • Budget Development
  • Effective Leader
  • Cross-Functional Team Management
  • Policy/Program Development
  • Profit & Loss Accountability
  • Customer Service
  • Customer Experiences
  • Customer Retention
  • Financial Management
  • Data Review and Analysis
  • Inventory Control

Timeline

Resort General Manager

BIRD OF PARADISE
03.2024 - Current

Resort General Manager

EL MAR RESORT & SPA
05.2022 - 03.2024

Business Development Manager

SANTOS KNIGHT FRANK
03.2021 - 06.2022

General Manager

MEGAWORLD HOTELS
04.2019

Resort General Manager

Y HOTELS AND RESORTS GROUP INC.
07.2018 - 01.2019

Area Operations Manager

ROXACO-VANGUARD HOTEL CORP.
04.2017 - 07.2018

Operations Manager

MICROTEL Mall of Asia
11.2016 - 03.2017

Front Office Manager

LUXENT HOTEL
10.2014 - 10.2016

Commercial Head

FARMLAND GENERAL TRADING COMPANY WLL
08.2011 - 04.2014

Front Office Supervisor (Opening Team)/Duty Manager

COSTA DEL SOL HOTEL
11.2008 - 07.2011

Operations Manager

OASIS COUNTRY RESORT
06.2007 - 09.2008

Front Office and Sales Manager

THE PALACE BAHRAIN HOTEL
11.2005 - 02.2007

Guest Relations Officer

THE DIPLOMAT RADISSON SAS
08.2005 - 11.2005

Guest Relations Executive/ Airport Service Executive

DELMON INTERNATIONAL HOTEL
11.2002 - 08.2005

Customer Service Agent

United Parcel Services
06.2001 - 02.2002

Flight Attendant

AIR PHILIPPINES
11.1999 - 10.2000

Store Operations Manager

ACA Video and Lazer Tech
12.1997 - 04.1999

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Mary Grace Bartolome