Horacio Bermudez
Phoenix
Summary
Dynamic Assistant General Manager with a proven track record, excelling in budget management and P&L analysis. Expert in mentoring high-performance teams, achieving Platinum Status through strategic initiatives. Skilled in implementing brand standards and enhancing guest satisfaction, driving operational excellence and compliance in a competitive environment. Motivated professional with solid background enhancing operational efficiency and team performance. Responsive to changing business demands with adaptable, strategic approaches. Performance-driven and industrious attitude with innovative mentality focused on driving company success.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Assistant General Manager
Hyatt Place/Hyatt House North Scottsdale
North Scottsdale
04.2022 - Current
- Managed annual operating budgets and monthly forecasting for the property, consistently achieving our financial flow and flex goals through strategic cost control and revenue monitoring.
- Cultivated a high-performance culture by coaching and motivating a staff of 50-75 employees, resulting in consistent point increase in Service Scores (GSS) within my time at the property
- Achieved Platinum Status at the property, which entails meeting a 98% in cleanliness, 90% in working order and 70% in customer service
- Spearheaded capital expenditure (CapEx) projects
- Assumed full property responsibility in the General Manager's absence, ensuring seamless daily operations across Front Office, Housekeeping, and Maintenance.
- Achieved a 98%+ compliance on Brand Standard Audits (QA) by implementing rigorous departmental checklists and inspection protocols.
Assistant General Manager
Hyatt Place
Charlotte
05.2019 - 04.2022
- Spearheaded staff engagement initiatives and service training that led to the property exceeding year-over-year guest satisfaction targets.
- Drove marketing and advertising by maximizing product displays and placement
- Empowered front-line associates with service-recovery tools, leading to a reduction in formal guest complaints
- Monitored P&L statements and labor costs daily to ensure all departments remained within fiscal targets during peak and off-peak seasons.
- Achieved 90%+ on Brand Standard Audits (QA) three years in a row on a 30 year old building by implementing Preventative Maintainence and deep clean schedules
Front Desk/Front Desk Supervisor
Hyatt Place
Scottsdale
04.2015 - 05.2019
- Conducted daily shift "huddles" to communicate occupancy targets, VIP arrivals, and service goals, fostering a proactive team environment.
- Managed the daily operations of the front office, including room assignments, guest billing accuracy, and coordinating with housekeeping for "clean-to-ready" status.
- Acted as the primary point of contact for complex guest issues, utilizing professional "service recovery" techniques to turn negative experiences into 5-star reviews.
Education
Bachelor of Arts (B.A.) - Political Science
Arizona State University
Tempe, AZ12.2019
Skills
- P&L (Profit & Loss) analysis, budget management, and revenue forecasting
- Brand standard audits, health and safety regulations (OSHA), and food safety compliance
- Mentoring high-performance teams and change management
- Property Management Systems (PMS): Opera
- Advanced Microsoft Excel and CRM software
Languages
Spanish
Native/ Bilingual
Certification
- Food Protectin Manager Certification
- CPR Certification
Timeline
Assistant General Manager
Hyatt Place/Hyatt House North Scottsdale
04.2022 - Current
Assistant General Manager
Hyatt Place
05.2019 - 04.2022
Front Desk/Front Desk Supervisor
Hyatt Place
04.2015 - 05.2019
Bachelor of Arts (B.A.) - Political Science
Arizona State University