Carolyn Ramos: Property Manager in Aliso Viejo, CA

• Responsible for the overall success of the hotel • Meet or exceed planned objectives for revenue and profit • Ensuring high level of guest satisfaction are met • Manage all areas of the hotel to achieve a friendly atmosphere of guest service and product quality • Provide exemplary performance for staff to follow • Be readily available and approachable for all guests • Ensure that staff achieve or exceed guest’s service expectations • Take proactive approaches when dealing with guest concerns • Extend professionalism and courtesy to guests at all times • Promote teamwork and associate morale • Develop weekly work schedule • Manage incoming and outgoing sales and customer service calls • Performed all Sales activity • Make reservation • Manage hotel’s online website, third party website like Expedia, Hotels.co etc. and sales and marketing advertisements • Manage and resolve maintenance issues • Manage after hour’s line • Set and load rate categories, rate structure, room allocations and restrictions • Prospect new clients both leisure and corporate • Develop promotions and sales strategies to ensure revenue growth

• Manage incoming and outgoing calls • Accounts Payable • Successfully handles 25 to 50 invoices per month • Assisted and supported the Director of Engineering on all Capital Projects • Coordinate and performed a range of operational support for the Engineering Department • Serve as a liaison to the Director of Engineering and other departments in resolution of day to day engineering operational problems • Systematically increase office organization by developing more efficient filing/documenting • Improve communication efficiency as primary liaison between departments, clients, and vendors • Dispatch work order requests and follow up to ensure work was completed • Directly support Chief Engineer in managing operation workflow • Created spreadsheets to improve inventory management and reporting accuracy • Liaised with vendors, contractors to order and maintain inventory of supplies and services • Assist in all areas of administrative work including data entry, receptionist duties, file organization, research and development • Successfully establish effective systems for record retention by creating database for daily correspondence tracking • Consistently improve productivity, reducing costs, and resolving departmental issues • Provide efficient customer service for both internal and external guest

• Ensure 92 hotel clients are visible through GDS, IDS, Web Booking System and CRS • Supported and assisted 92 hotel clients with initial implementation and training services through WebEx • Responded with resolution to ongoing questions and technical support • Advise hotel clients on revenue growth strategies that are implemented through their electronic distribution system • Reviewed clients new loaded rates and update existing rates on GDS • Implemented quality control on a daily basis of the clients GDS, IDS and other applications • Maintain an ongoing relationship with the clients in order to provide consultative advice from a revenue growth perspective

• Increase customer loyalty by providing an excellent customer service • Developed and performed all sales activities in assigned markets • Achieve profits and growth line with the company’s vision and values • Developed a business plan and sales strategies on different markets • Attained hotel sales goals and profit • Prepared an effective Sales and Marketing action plans • Provided a timely feedback to Corporate Management regarding performance • Reviewed and qualified all negotiated accounts • Processed the RFP both National and Local • Maintained accurate records of all Sales activity reports • Exceed all activity standards for prospecting calls • Maintained contact with all clients via phone call, email and visitation

• Assisted Front Office Manager with Front Desk Operations • Monitored the productivity on both National and Local Key accounts • Managed hotel third party website and overall placement • Develop 30-60-90 days revenue forecast • Review travel agencies commission and request • Set and load rate categories, rate structure, room allocations and restrictions • Monitored and manage inventory overflow • Conduct weekly revenue yield meeting with the GM, Sales Managers and Front Office Manager • Worked closely with Sales Department to ensure all accounts are properly loaded in GDS • Assisted accounting department with billing issues