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Charrice Dotinga

Charrice Dotinga

Front Desk Manager

Best Western Lakeway Inn

Lynden, WA

Hospitality Professional

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SpringHill Suites by Marriott - Bellingham

Assistant General Manager

●Opening management team of new construction 122 all-suites property – opened October 2013
●Assist the General Manager in day to day operations including accounting, deposits, invoice coding, property QA walks, responding to guest complaints and resolving in a timely matter, respond to Trip Advisor and Marriott Guest Survey and overseeing all hotel departments.
●Developed SOPs for the front desk staff
●Active participant in weekly ownership meetings reviewing weekly, monthly financials and ideas to increase revenue.
●Manage SpringHill Suites Bellingham Facebook Page

Career medium 02
Career
Career medium 05

Best Western Plus Lakeway Inn & Conference Center

Executive Housekeeper

Provide leadership and manage day to day houskeeping operations of 132 guestroom hotel and public areas, ensuring cleanliness is kept up to and above management and brand standards, providing exceptional customer service for all guests and encouraging a "YES WE CAN" attitude, budget management, inventory control and ordering, coaching and counceling of staff, scheduling, hiring, training, participating in weekly staff meetings, and effectively communicating with all departments.

Career

Best Western PLUS Lakeway Inn & Conference Center

Sales/Catering Office Manager

●Managed the receptionist area, including greeting clients and responding to telephone and in-person requests for information.
●Created group room block and catering contracts, input group blocks into PMS, maintained inventory, and communicated with sales managers with cut off dates.
●Conducted site tours in manager absence
●Properly routed contracts for signature and filing.
●Created weekly and monthly report tracking social media posts, property placement on Yahoo, Google, and Bing, and created a complex report that tracked group and company business room nights and revenue.
●Planned meetings and secured group business in manager absence.
●Attended on and off-site networking events such as Chamber Network Breakfasts and Non-Profit Charity Auctions
●Managed social media sites.
●Worked with accounting to process billing at the end the event and resolving conflict if necessary.
●Covered the front desk or acted as a backup to assist with guests when needed or answer high volume calls, make reservations, check ins, check outs, or answer questions.
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Career medium 02
Career
Career medium 01

Best Western PLUS Lakeway Inn & Conference Center

Rooms Division Manager

●Directed the daily activities of the front office, housekeeping, and maintenance team.
●Met consistently with DOS and GM to discuss rate and yield management based on occupancy, forecast, and current set budget.
●Participated in weekly revenue call and discuss regarding new and current group business created revenue forecasts for 14, 30, 60, 90 days out.
●Responsible for HR functions such as interviewing, hiring, training, disciplinary action, and termination.
●Kept expenses and labor under budget while increasing overall revenue for six months.
●Worked with Best Western and stayed current on regulations, corporate branding, implementing consistency with staff, processing rewards points, travel agent commissions
●Familiar with STR and Market Vision and comp-set comparison to ensure rate structure appropriate for the marketplace.
●Inventory control and supply ordering with budget structure.
●Fostered strong working relationships with all hotel departments.
●Greeted all guests in a courteous and professional manner.
●Implemented high-impact sales and marketing initiatives, resulting in increased occupancy and profitability.
●Processed guest payments for room charges, food and beverage charges and phone charges.

Career

Homestead NW Inc.

Hotel Manager

• Implemented the entire front office and housekeeping operations of the Farmhouse Hotel from the ground up.
• Assisted directly with the set up and have overall knowledge of PMS (Resort Data Processing) inputting information, room types, rates, transaction codes, and ledger set up.
• Responsible for determining nightly hotel rates and packages, yield management, and inventory control according to demand resulting in continuous increase in revenue year to year.
• Promote and market the resort for groups, corporate, leisure and other travelers by participating in trade shows, hotel forum meetings, and other tourism functions.
• Recognized and respected as an established lifetime member of the community allowing me to use my expertise of the area demographics to promote the resort and to seek out potential new business.
• Book group reservations and work directly with the catering manager to coordinate meeting room and catering needs.
• Assume authority and accountability for all operations within the hotel.
• Address customer queries and complaints.
• Established professional relationship with the vendors and suppliers.

Career medium 06
Career
Career medium 03

Best Western Lakeway Inn

Front Desk Manager

• Supervised front desk staff of six and ensured Best Western operation procedures were met.
• Worked directly with group contacts to ensure a seamless check in, check out, and billing.
• Managed hotel inventory, guest room assignments, yield management, staff labor, weekly schedule
• Ensured guest satisfaction and resolved issues that required attention.
• Hired, terminated, and staff counseling and discipline.
• Attended meetings with department managers to discuss overall business and success of the property

Career

Semiahmoo

Front Desk Manager

• Self promoted over the years from desk agent, concierge, desk supervisor to front desk manager
• Supervised front desk day to day operations
• Managed weekly schedules
• Performed employee performance evaluations
• Worked with staff and department managers to ensure overall guest satisfaction
• Responsible for MOD shifts
• Conducted staff meetings and attended safety meetings

Career medium 05
Career
Career medium 05

Woodmark Hotel

Front Desk Supervisor/Concierge

Supervised front desk day to day operations
Managed weekly schedules
Performed employee performance evaluations
Worked with staff and department managers to ensure overall guest satisfaction
Responsible for MOD shifts
Conducted staff meetings and attended safety meetings

Career

Edgewater Hotel

Front Desk Manager

Respsonsible for day to day operations of the hotel front desk ensuring outstanding customer service to our guests, procedures were in place and followed, daily cash and audit balancing and reconcilliation, compiling reports, and communicating with all departments to ensure guest and employee needs were met and exceeded.

Career medium 01
Career

Whatcom Community College

Diploma, General/Business Management