Giselle Garcia Lancry
Rooms Division Manager
Tijuana, Baja California,BCN
Summary
International skilled hotel management professional who offers team leadership growth and guest relations. Highly dedicated to satisfying guests with prompt, professional service from friendly and knowledgeable team members. Strengths include managing operations, teamwork building, maintaining records, budget control and achieving property objectives.
Overview
13
13
years of professional experience
2
2
Languages
Work History
Rooms Division Manager
Grand Hotel Tijuana
07.2025 - Current
- Overlooking hotel operation departments 200+ staff, including all of the duty managers.
- Responsible for creating operating manuals and procedures.
- Inspected rooms for daily operations and sufficient housekeeping practices working hand in hand with staff.
- Enhanced communication between departments by holding meetings and daily briefings to better operational challenges and improvements.
- Coordinate housekeeping with maintenance team to ensure room timely repairs and preventive maintenance schedules in all guestrooms and public areas.
- Emergency first responder in operation ensuring minimal effect on guests during unforeseen events.
- Budget inventory of operational departments and management for cost effective buys and negotiations.
- Provided exceptional guest experiences by addressing complaints promptly and offering personalized solutions to meet their needs.
- Increased upselling opportunities by training front desk staff on suggestive selling techniques for additional services or upgraded rooms.
Rooms Division Manager
Dorado Royal Casitas & Villas Resort & Spa
11.2023 - Current
- Responsible for leading and managing various hotel operational departments with 200+ staff
- Overseeing the maintenance of the resort and ensuring improvement projects to the property and rooms
- Ensuring guest satisfaction at every operational level, going beyond expectations for guests and members
- Assist guests' in-house complaints and post travel emails
- Overseeing staff operation, procedures, and performance
- Assuring resorts areas and rooms are impeccable and ready for
- Budget/inventory control and management
- Staff training and organizing various departments.
- Preparing, organizing, and overseeing events, site inspections, weddings, and important operations events
- Ensuring our AAA and HS consulting performance grade and standards
- Led emergency response planning and training for rooms division
- Negotiated contracts with suppliers to secure cost-effective
- Established strong relationships with repeat guests and members
- Liaised with housekeeping and maintenance teams to address guest concerns and efficiency.
Guest Experience Manager/Chief Concierge/MOD
Seadust Family Resort & Spa
02.2022 - 11.2023
- Help resolve any issue/complaints to ensure customer satisfaction
- Exceed guests' expectations and provide exceptional experiences through teamwork
- Act as an ambassador for guests and visitors at the resort
- Supervise guest service, pool concierge, P.R. attendants, and concierge personnel
- Oversee the daily operation of the resort to ensure and exceed guest satisfaction.
- Post travel emails and complaints reaching an agreement of compensation.
- Create memorable experiences for our guests and ensuring high quality.
- Train employees in customer service, resort procedures, and best practices
- Assist with public relations outreach and marketing projects on social media platforms.
Project Manager for Hospitality Tourism
RKT Lanzando & Ejecutando ideas
09.2020 - 08.2022
- Put together hospitality-marketing packages for hospitality establishments, with a 100% closing success.
- Increase client portfolio from three to thirteen hospitality establishments.
- Served as liaison between the Marketing, Finance, and Hospitality departments of both RKT and the Client,ensuring efficiency, task completion, and budget management
- It ensured client satisfaction and evaluation of project performance through individual and department KPI's.
- Managed collective investments of $620k CAD a month, generating up to 315% in revenue.
- Served as liaison between the Marketing, Finance and Hospitality departments of both RKT and the client.
- Led and motivated project team to meet and exceed project KPIs.
Opening manager of project and General Manager
Sea&Dreams Hospitality Group
05.2018 - 09.2020
- Assembled and supervised construction site and design of overall properties of the group
- Put together hotel reservation channel managers, competitive set prices and organized opening of channel managers
- Implemented Revenue Management and PMS configurations alongside a sales and marketing KPI´s short- and long-term goals
- Ensured health and safety regulations
- Recruiting, training and supervising staff in accordance of standards and procedures
- Managed budgets and ensured financial outlooks for the various departments and F&B outsourcing
- Handled event and group reservation and coordination, as well as complaints and overall guest satisfaction.
- Maintained positive, professional working environment to optimise staff and customer satisfaction.
Opening manager and bartender
Cervecería y restaurante
12.2017 - 04.2018
- Implemented budget management for opening; food and beverage ordering and product approval
- Created drink and food menu in accordance to location
- Ensured health and safety handling of products in accordance to sanitary and food safety guidelines
- Performed recruiting, training, and supervising of restaurant staff
- Executed customer service and handling of kitchen and bar during busy hours.
- Upheld high standard of cleanliness in all work areas to comply with health and safety regulations.
- Processed cash, credit card and voucher payments to fast track process.
Head Chef and Restaurant Manager
Gave Mx. 100% Mexican Restaurant
09.2015 - 12.2017
- Oversaw kitchen, bar and restaurant operation during opening and closing hours ensuring staff hiring, training and optimization
- Coordinated, supervised and took part of mise en place and important food production preparation
- Approving and polishing dishes before reaching the customer
- Assisted chefs, bartenders and staff during busy hours ensuring kitchen regulations in accordance of sanitary and food safety guidelines
- Attending remote and private events
- Managed kitchen stocks and monthly inventory alongside with budget and set goals creating sales and marketing strategies.
- Monitored quality, presentation and quantities of plated food across line.
Opening Manager
Bed and Breakfast Amsterdam Suites
09.2014 - 09.2015
- Assembled and supervised construction site and interior decoration and overall image decisions
- Organized and opened channel managers for hotel reservations, competitive set prices
- Handle complaints and guest satisfaction in general
- Recruiting, training, supervising staff in accordance of standards and procedures
- Implemented Revenue Management, budgeting and PMS configurations alongside sales and marketing KPI´s short- and long-term goals.
Sales Supervisor
Riviera Maya Golf, UNIKGO & Boutique Mexico
03.2014 - 09.2015
- Devised and applied sales and marketing strategies within the team for three different websites
- Handled and coordinated big groups and/or VIP´s and events
- Devised and applied sales and marketing KPI´s short- and long term goals.
Receptionist, System Operator and Night Audit
Original Resorts - Temptation Resort and Spa
11.2012 - 03.2014
- In charge of checking-in, checking-out and attending guests' discrepancies and complaints in accordance with standards and procedures
- Handled currency exchange rate, basic bookkeeping, monitoring guest credit limitations and accounts
- Assisted incoming guest calls, and in-house department calls to aid to any discrepancies
- Produced operational and managerial reports.
Education
Certified - International Gastronomy
Universidad Latina de Panama
Panama City, PanamaHospitality Management
Universidad Anahuac
Cancún, MexicoInternational Hospitality Management
Emirates Academy of International Hospitality Management
Dubai, U.A.E.Skills
English and Spanish Native
Portuguese: Beginner
Facebook & IG Business - Advanced
Google Ads - Intermediate
Reservation Channel Managers
Effective delegation
Guest relations
Interdepartmental communication
Event coordination
Food hygienne and room coordination awareness
Conflict resolution
Customer satisfaction assessment
PMS software proficiency SAP, OPERA, INNSIST
ADDITIONAL INFORMATION
- PMS:
- Opera
- Innssit
- Front
- SAP and more.
Timeline
Rooms Division Manager
Grand Hotel Tijuana
07.2025 - Current
Rooms Division Manager
Dorado Royal Casitas & Villas Resort & Spa
11.2023 - Current
Guest Experience Manager/Chief Concierge/MOD
Seadust Family Resort & Spa
02.2022 - 11.2023
Project Manager for Hospitality Tourism
RKT Lanzando & Ejecutando ideas
09.2020 - 08.2022
Opening manager of project and General Manager
Sea&Dreams Hospitality Group
05.2018 - 09.2020
Opening manager and bartender
Cervecería y restaurante
12.2017 - 04.2018
Head Chef and Restaurant Manager
Gave Mx. 100% Mexican Restaurant
09.2015 - 12.2017
Opening Manager
Bed and Breakfast Amsterdam Suites
09.2014 - 09.2015
Sales Supervisor
Riviera Maya Golf, UNIKGO & Boutique Mexico
03.2014 - 09.2015
Receptionist, System Operator and Night Audit
Original Resorts - Temptation Resort and Spa
11.2012 - 03.2014
Hospitality Management
Universidad Anahuac
International Hospitality Management
Emirates Academy of International Hospitality Management
Certified - International Gastronomy
Universidad Latina de Panama