Ana Ortiz
Richmond,TX
Summary
Dynamic General Manager with proven success in driving sales strategy and enhancing customer loyalty. Expertise in team development and cross-cultural management, consistently achieving revenue growth and operational excellence. Results-driven
Overview
2027
2027
years of professional experience
Work History
General Manager
IHOP
Houston , TX
2019 - Current
- Analyzed sales figures and trends to develop sales strategies that maximize profits. My store's annual sales are approximately $75 to $80 million which is 2% over sales compared to prior years
- Coached team members on food safety, sanitation, customer service, menu education, and up-selling techniques to maximize revenue.
- Achieved human resource objectives by recruiting, selecting, orienting, training, scheduling, and coaching management staff.
- Supervised a multi-cultural workforce of 40 plus employees.
- Enhanced patron loyalty through customer-focused training for staff.
Assistant Manager
IHOP
Houston , TX
2017 - 2019
- Oversaw daily restaurant operations, ensuring efficient workflow and collaboration among staff.
- Trained front-of-house staff on policies, guest service techniques, and communication skills, enhancing overall dining experience.
- Defined training objectives for trainees, ensuring clarity and focus in skill development.
- Resolved customer complaints efficiently, maintaining a positive dining atmosphere.
- Maintained cleanliness and organization of the restaurant environment consistently.
Front Desk Manager
Hilton Hotel
Santa Ana, California
2014 - 2017
- Resolved guest inquiries and issues promptly, contributing to overall guest satisfaction.
- Provided excellent customer service by addressing guest inquiries promptly and professionally.
- Streamlined front desk operations and guest check-in processes to improve service flow.
- Led team training initiatives to enhance staff performance and onboarding experience.
- Facilitated communication between departments for seamless service delivery.
Education
Bachelor of Arts - Interior Design
Houston Community College
Houston TX 12-2019
Skills
- Bilingual Spanish -fluent, English full professional
- Sales strategy
- Revenue and market expansion
- Financial oversight
- Operations oversight
- Performance management
- Performance evaluations
- Training development
- Operational software
- Labor cost controls
- Leadership development
- Customer loyalty
- Conflict resolution
Timeline
General Manager
IHOP
2019 - Current
Assistant Manager
IHOP
2017 - 2019
Front Desk Manager
Hilton Hotel
2014 - 2017
Bachelor of Arts - Interior Design
Houston Community College