Lisa Centeno
Virginia Beach
Summary
Goal driven professional with experience in customer service, sales, and management. Achieved great success in every position that I have advanced to in my career through my exceptional time management skills, detail oriented personality and unsurpassed dedication. Enjoy challenging myself and learning experiences which enhance my performance and productivity to succeed.
Overview
9
9
years of professional experience
Work History
General Manager
Hyatt Place Virginia Beach Oceanfront - Suburban Capital/Olympia Hospitality
Hyatt Place Virginia Beach Oceanfront
02.2024 - Current
- Led operational strategy to enhance guest satisfaction and loyalty programs.
- Implemented cost control measures, optimizing budget management and resource allocation.
- Oversaw daily hotel operations, ensuring adherence to brand standards and quality assurance protocols.
- Successfully improved Quality Assurance scores year over year with a 94.1 (2024), 96.8 (2025), 97 (2026).
- Fostered a collaborative team environment that improved employee engagement and retention rates. 3 out of out 4 opening managers are still on property.
- Analyzed performance metrics to drive continuous improvement in service delivery and guest experience.
- Led the hotel a Platinum Award Winning with Hyatt for 2024.
- Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organizational growth.
- Ensured brand standards are met with Hyatt Hotels.
- Managed budget development, forecasting, and financial reporting processes to track progress towards organizational objectives accurately.
- Drove year-over-year business growth while leading operations, strategic vision, and long-range planning.
- Successfully led hotel team to Care Metrics Challenge winning in 2025 overall as 1 out of 483 hotels.
- Addressed customer complaints and feedback with immediate action, turning dissatisfied customers into loyal. patrons.
Assistant General Manager
Hyatt Place Virginia Beach Oceanfront - Suburban Capital
Virginia Beach, VA
03.2022 - 02.2024
- Assisted the General Manager in pre-open ordering and set up of the hotel.
- Recruited, interviewed, hired and trained new talent at the front desk and valet department.
- Completed room punches prior to hotel opening to ensure hotel was up to standard.
- Developed and implemented staff training programs to enhance team performance and operational efficiency.
- Streamlined communication processes between front desk and housekeeping, improving response times and service delivery.
- Responded to guest feedback in a timely member to ensure customer satisfaction.
- Collaborated with the General Manager on financial plans and operational expenses.
Assistant General Manager
Hyatt Place Virginia Beach Towncenter - Suburban Capital
Virginia Beach, VA
08.2021 - 03.2022
- Supervised daily hotel operations including front desk, housekeeping, and guest service to ensure exceptional guest experiences and service quality.
- Collaborated with department heads to manage budgets and assist with hiring needs.
- Assisted General Manager in driving operational performance, guest satisfaction and financial results.
- Analyzed guest feedback data to identify areas for improvement, driving strategic initiatives for guest satisfaction.
- Led recruitment efforts, focusing on attracting top talent to maintain high service standards within the team.
- Handled cash accurately and prepared deposits.
- Continued training, developing, coaching and counseling for associates in the front office department.
- Resolved problems promptly to elevate customer approval.
- Oversaw inventory management processes to maintain proper stock levels and minimize spoilage or waste.
- Managed team schedule with eye for coverage needs and individual strengths.
- Successfully trained and onboarded the new Assistant General Manager before transitioning to our sister property.
Director of Sales
Comfort Suites Beachfront - Suburban Capital
Virginia Beach, VA
11.2019 - 08.2021
- Managed all direct sales operations at the hotel, as well as assisted in day to day operations within the hotel as needed.
- Successfully generated more revenue year over year for each group business.
- Created various proposals and contracts for group business.
- Working 40+ hours per week.
- Promoted to Director of Sales after being with the hotel for 14 months, continued with the duties I had as Sales Manager, as well as further responsibilities.
- Exceeded group revenue from past 4 years at the property and by over $150,000 from the previous year in my first year with the company.
- Assisted in daily hotel operations when needed in housekeeping, front desk and management, while gaining further knowledge about the duties of each department.
- Participated in community and industry events, representing the hotel while networking with key contacts.
- Participated in weekly revenue calls with General Manager and Revenue Manager to compare hotel with the market and forecast the further months.
- Responsible for monitoring contract performance through telephone and progress reports on a weekly to monthly basis of group pick up and modified based on results.
- Coordinated staff celebrations each month and ensured every employee was recognized for their birthday and each year they have been with the company.
- Reviewed applications for potential employees and contacted to schedule interviews.
- Assisted in the hiring process conducting preliminary phone screenings and interviews for potential employees.
- Assisted in onboarding and training employees during their first few days with the company to provide a positive training experience.
- Determined group rates based on different pricing mechanisms within the market.
- Promptly responded to customer priorities and resolved any conflicts that my groups or any guests may have experienced while at the hotel.
- Maintained and analyzed end of month group booking report to assist with forecasting and budget.
- Acted as manager on duty when General Manager was not on property.
- Provided advice, training, and assistance to front line employees regarding hotel system or guest issues.
- Conducted site tours with competition hotels and market research to better sell the hotel to prospective clients.
Sales Manager
Comfort Suites Beachfront - Suburban Capital
Virginia Beach, VA
09.2018 - 11.2019
- Planned and developed events at the hotel in the meeting space.
- Administered group contracts reflecting hotel policies, procedures, and terms and conditions to secure business for group blocks and meeting space.
- Negotiated price, contract terms and conditions for each group or event.
- Created proposals for prospective groups and group resumes for every upcoming 2 weeks.
- Kept organized and detailed files of each group block.
- Completed Request for Proposals through perspective sources to gain group business.
- Successfully created and maintained important relationships with clients and other members in the hotel industry.
- Received excellent reviews from satisfied groups and events.
- Researched, prospected and analyzed future events and groups while maintaining group pick up with current groups on the books.
- Worked 40+ hours per week.
Sales Coordinator
Hyatt Place Chesapeake/Greenbrier - OTO Development
Chesapeake, VA
04.2018 - 09.2018
- Provided assistance to the Director of Sales to help manage group bookings and how group pick up is performing.
- Developed close relationships with various groups and organizations.
- Worked 35-40 hours per week.
- Prepared proposals and contracts for events and group room blocks.
- Worked closely with third party organizations to acquire group blocks and maximize on group pick up.
- Ensured that all meetings and functions exceeded the clients expectations by establishing meaningful relationships with clients.
- Made sales calls to prospect for future business and maintain existing business, as well as assisted in forecasting for the next 90 days.
- Helped drive ADR by analyzing competition pricing, observing STR reports, comparing previous business from past years, and participating in weekly revenue meetings.
- Maintained the Hyatt Place social media page by increasing page likes, guest interaction through polls and weekly giveaways, and sharing parent brand posts.
- Assisted at front desk as needed.
Guest Services Representative
Residence Inn Downtown Norfolk - MCR Hotels
Norfolk, VA
12.2017 - 09.2018
- Greeted guests when they first arrived to hotel and acted as the first point of contact to find solutions to any problems they may encounter.
- Gained knowledge of hotel business while providing excellent customer service.
- Worked 32-40 hours per week.
- Checked in every guest with a warm welcome and provided excellent service to meet guests needs.
- Responsible for handling direct guest complaints and resolving currents issues in the hotel.
- Increased the amount of guests enrolled in Marriott Rewards every month.
- Received excellent reviews from guests regarding service provided.
- Directed guests to local eateries and activities near the hotel based upon my local knowledge.
- Received a perfect score on Quality Assurance exam while checking in Quality Assurance guest into the hotel.
Convention and Meeting Services Intern
Visit Norfolk
Norfolk, VA
01.2017 - 05.2017
- Responsible for assisting the convention and meeting services team in various projects.
- My main responsibility was to plan and assist in executing the annual Hospitality Rally for over 100 of hospitality associates.
- Contacted businesses on donations and sponsorships for the annual Hospitality Rally.
- Productively assisted in the planning and executing of the Hospitality Rally.
- Contacted and secured new vendors for the Hospitality Rally.
- Successfully tripled the amount of donations from the previous years.
- Fostered positive relationships in the community and with business owners/managers.
Education
Bachelors of Science Degree - Park Recreation Tourism Studies
Old Dominion University
Norfolk, VA01-2017
Skills
- Leadership and team building
- Problem resolution
- Efficient multi-tasker
- Training and development
- P&L management
- Labor cost controls
- Consistently meet/exceeds goals
Timeline
General Manager
Hyatt Place Virginia Beach Oceanfront - Suburban Capital/Olympia Hospitality
02.2024 - Current
Assistant General Manager
Hyatt Place Virginia Beach Oceanfront - Suburban Capital
03.2022 - 02.2024
Assistant General Manager
Hyatt Place Virginia Beach Towncenter - Suburban Capital
08.2021 - 03.2022
Director of Sales
Comfort Suites Beachfront - Suburban Capital
11.2019 - 08.2021
Sales Manager
Comfort Suites Beachfront - Suburban Capital
09.2018 - 11.2019
Sales Coordinator
Hyatt Place Chesapeake/Greenbrier - OTO Development
04.2018 - 09.2018
Guest Services Representative
Residence Inn Downtown Norfolk - MCR Hotels
12.2017 - 09.2018
Convention and Meeting Services Intern
Visit Norfolk
01.2017 - 05.2017
Bachelors of Science Degree - Park Recreation Tourism Studies
Old Dominion University