Diana Marcela Chaparro
Botany Downs
Summary
A highly motivated, dynamic and hands-on Hotel Manager professional with 7+ years of successfully managing different properties. Noted for outstanding communications skills, both with guests and staff; ability to resolve problems quickly and equitably to ensure satisfied customers and happy employees. Well, organized with a track record that demonstrates self-motivation, perseverance and the creativity to achieve both personal and corporate goals. Consistently achieve performance goals through enthusiasm, tenacity and initiative. Able to cost-effectively develop new projects, quickly turnaround existing properties, effectively manage and motivate culturally diversified staff, maximize productivity, and efficiently control costs.
Overview
11
11
years of professional experience
Work History
General Manager
TMAC's
02.2018 - Current
- Strategically convert an existing facility into a functioning hostel/backpacker with minimal cost
- Optimize available resources, repurposing assets to fit the new business model
- Set pricing structure that align with market demand and business goals
- Develop pricing models to ensure competitive positioning in the hostel market
- Ensure a smooth and timely opening of the hostel
- Oversee and actively participate in the day-to-day operations of the business
- Recruit, hire and train staff members to provide excellent guest service
General Manager
Essen Living – Women’s Refuge
10.2021 - 11.2024
- Managing the property and overseeing the wellbeing of the guests
- Communicating and delegating tasks to other staff members
- Communicating directly with several government and charitable support organizations including MSD, Women’s Refuge, Auckland police, Shine and healthcare professionals
- Checking in guests, tending to their needs and providing them with emotional support
- Communicating with suppliers, ordering and managing maintenance issues
- Answering phone calls, responding to emails, creating letters, information sheets and other relevant documents
- Managing the booking system
- Maintaining a high standard of organization both within the reception office and throughout the premises
General Manager
BOB’s HOSTEL TAUPO/HOWARD’S MOUNTAIN LODGE
03.2019 - 10.2021
- Responsible for the efficient day to day running of two Hostels
- Explore all opportunities to increase occupancy and revenue
- Ensure all customers had a comfortable and safe stay
- Ensure standards of cleanliness and maintenance were upheld
- Train and hire staff for two sites and keep an adequate staffing level to have a good ratio of staff to guests
- Carry out regular supervision of the sites
- Communicate with suppliers and manage maintenance issues
- Attend guests’ complaints when required in a friendly manner
Hostel Manager
BOB’s HOSTEL TAUPO
02.2018 - 03.2019
- Ensure property was maintained to a high standard
- Maintain P&L for the site
- Revenue Management – pricing strategies
- Inventory Management – altering layout if required
- Manage and train staff to ensure a high-quality service was deliver and maintain for the guests
- Monitor Front Office and Hosts to ensure service and efficiency
- Monitor guests’ request/concerns
- Arrange repairs and maintenance of the property
- Supplies ordering
- Follow all occupational health and safety procedures as outlined by the Company
Hostel Manager
CHOICE BACKPACKERS AUCKLAND
05.2016 - 02.2018
- Hire, train and control new staff members
- Maintain staff records, control attendance and organize rosters
- Facilitate conflict resolution between members
- Holding meeting on a regular basis with the General Manager to review performances, discuss new strategies, and schedule tasks according to the weekly plans
- Control standards of staff performance and services provide to guests
- Routine site inspections to identify and resolve problems ensuring that the Hostel is clean, well maintained and attractively presented
- Handle all cash, cheques, credit cards and vouchers, and ensure secure handling of cash
- Keep an accurate record of expenses and revenue
- Monitoring inventory level and place orders for products and supplies according to budget
Receptionist
CHOICE BACKPAKERS Auckland
03.2014 - 05.2016
- Dealing with bookings by phone, e-mail, letter or face-to-face
- Completing procedures when guests arrive and leave
- Choosing rooms and handing out keys
- Preparing bills and taking payments
- Taking and passing on messages to guests
- Answering questions about what the hostel offers and the surrounding area
- Dealing with complaints or problems
Education
Introduction to Event Management -
AUT UNIVERSITY
05.2016
LCQ certificate and General Manager’s Certificate -
Linguis International
06.2015
Bachelor degree - Economics And International Business
Universidad Libre De Cali
01.2011
Skills
- Strong Commitment
- Conflict Resolution
- Prioritization and Scheduling
- Detail-Oriented Organizational Ability
- Change Adaptability
- Skilled in Prioritizing Multiple Responsibilities
- Leadership Development
Education Summary
- AUT UNIVERSITY, Auckland, New Zealand, 05/01/16, Introduction to Event Management
- Linguis International, Auckland, New Zealand, 06/01/15, LCQ certificate and General Manager’s Certificate
- Universidad Libre de Cali, Cali, Colombia, 01/01/11, Bachelor degree in Economic and International Business
Languages
Spanish
Native or Bilingual
English
Full Professional
Timeline
General Manager
Essen Living – Women’s Refuge
10.2021 - 11.2024
General Manager
BOB’s HOSTEL TAUPO/HOWARD’S MOUNTAIN LODGE
03.2019 - 10.2021
General Manager
TMAC's
02.2018 - Current
Hostel Manager
BOB’s HOSTEL TAUPO
02.2018 - 03.2019
Hostel Manager
CHOICE BACKPACKERS AUCKLAND
05.2016 - 02.2018
Receptionist
CHOICE BACKPAKERS Auckland
03.2014 - 05.2016
LCQ certificate and General Manager’s Certificate -
Linguis International
Introduction to Event Management -
AUT UNIVERSITY
Bachelor degree - Economics And International Business
Universidad Libre De Cali
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