ANA RODRIGUEZ HAYES
St. George,UT
Summary
Results-driven hospitality manager skilled in high-volume hotel operations. Expertise in staff recruitment, training, budgeting, and strategic planning to elevate guest experiences. Proven track record of improving operational processes and enhancing customer satisfaction. Known for training teams, streamlining operations, and implementing strategies that drive revenue growth and exceed service expectations.
Overview
14
14
years of professional experience
Work History
Front Desk / Guest Service Supervisor
East Bay Suites
Grand Marais, Minnesota
05.2024 - Current
- Oversaw daily hotel operations, ensuring high standards in guest services and room management.
- Coordinated front desk operations to ensure seamless guest experiences.
- Addressed guest inquiries and complaints swiftly to foster positive relationships.
- Led staff training initiatives to enhance service quality and boost customer satisfaction.
- Trained and mentored staff on best practices in customer service.
- Maintained accurate records for work hours, budgets, and payrolls.
- Assisted in preparation of annual budget reports for departmental review.
Housekeeping/Multi-Unit Operation Leader
Cascade Vacation Rentals
Lutsen, USA
04.2022 - 05.2024
- Managed housekeeping operations for vacation rental properties across multiple locations, ensuring consistency in quality and service.
- Trained and supervised housekeeping staff, reinforcing rigorous cleaning standards to maintain high guest satisfaction.
- Developed efficient cleaning schedules to enhance team productivity and property turnover.
- Established inventory controls for management of cleaning supplies and equipment, contributing to streamlined operations.
- Conducted regular inspections to ensure quality and compliance with safety protocols.
- Assisted in hiring, training, and evaluating new staff.
Customer Operations Assistant Manager
MyA Servicios, Vacation Rentals
Punta Cana, Dominican Republic
02.2020 - 03.2022
- Managed the operations of a large team, overseeing daily activities and long-term projects.
- Trained staff on customer service protocols and operational procedures to ensure consistent service delivery.
- Provided employees with guidance in handling difficult problems or in resolving escalated complaints or disputes.
- Utilized problem solving skills to anticipate potential risks or obstacles within the organization.
- Managed inventory of supplies and equipment to support smooth operations and reduce downtime.
- Coordinated maintenance schedules and vendor services, ensuring timely property upkeep and minimizing operational disruptions.
- Oversaw maintenance of facilities, equipment, vehicles and machinery used in operations.
Assistant Quality Control Manager
Lutsen Mountain Corp
Lutsen, USA
11.2015 - 10.2019
- Assisted in developing and implementing corrective action plans to address quality control issues.
- Developed training materials for new quality control staff.
- Conducted training sessions for new employees, clarifying department responsibilities and expectations.
- Resolved performance and personnel challenges through staff consultations, aligning team actions with company policies.
- Informed managers and admitting personnel about room readiness for guest occupancy.
- Oversaw in-house services such as laundry, maintenance, and repair tasks.
Internship Trainer
Caribou Highlands Lodge
Lutsen, USA
10.2014 - 09.2015
- Participated in an after-college training program and worked in various departments such as.
- Managed front desk operations, delivering exceptional customer service that contributed to positive guest interactions.
- Provided personalized guest services, ensuring a memorable experience throughout their stay.
- Provided attentive service as a server in the restaurant to meet guest needs.
- Executed housekeeping duties, maintaining cleanliness and ambiance to enhance guest satisfaction.
- -Restaurant (Prep cook).
Assistant Guest Services Manager
Hotel Majestic Colonial
Punta Cana, Dominican Republic
09.2012 - 08.2014
- Assigned duties to workers and scheduled shifts to ensure optimal staffing coverage.
- Reviewed staffing needs on a regular basis in order to optimize productivity levels within the department.
- Evaluated employee performance and recommended personnel actions to enhance team effectiveness.
- Maintained detailed records of work hours and payroll to support budget compliance.
- Performed marketing and public relations activities.
Education
Bachelor of Arts (B.A.) - Business Administration and Hotel Management
University Dominicana O&M
Santo Domingo, Dominican Republic08.2013
Skills
- Guest services
- Customer service focused
- Complaint handling
- Relationship management
- Property management systems
- Revenue management
- Team leadership
- Team collaboration
- Staff training
- Onboarding
- Budget administration
- Strategic planning
- Spanish fluency
- Problem solving
- Effective communication
- IT recruitment
- Resume evaluation
Timeline
Front Desk / Guest Service Supervisor
East Bay Suites
05.2024 - Current
Housekeeping/Multi-Unit Operation Leader
Cascade Vacation Rentals
04.2022 - 05.2024
Customer Operations Assistant Manager
MyA Servicios, Vacation Rentals
02.2020 - 03.2022
Assistant Quality Control Manager
Lutsen Mountain Corp
11.2015 - 10.2019
Internship Trainer
Caribou Highlands Lodge
10.2014 - 09.2015
Assistant Guest Services Manager
Hotel Majestic Colonial
09.2012 - 08.2014
Bachelor of Arts (B.A.) - Business Administration and Hotel Management
University Dominicana O&M