CESIA CRESPO
Orlando,FL
Summary
Results-driven Hospitality Operations Leader with 20+ years of progressive hotel leadership experience across Hilton-branded, luxury, select service and full-service hotels. Proven success leading Front Office, Housekeeping, and hotel operations while improving guest satisfaction, developing high-performing teams, managing labor and budgets, maintaining brand standards, and driving operational excellence. Bilingual in English and Spanish.
Overview
1
1
Certification
18
18
years of professional experience
Work History
Dual Department MGR – Front Office & Housekeeping
The Celeste Hotel
05.2024 - Current
- Lead Front Office and Housekeeping operations.
- Manage staffing, scheduling, budgets, inspections, training, and guest recovery.
- Partner with Engineering and other departments to ensure operational excellence.
Assistant General Manager
LBA Hospitality (Hilton-Branded Property)
02.2019 - 05.2024
- Oversaw daily operations of a 128-room Hilton hotel.
- Managed hiring, training, scheduling, accounts receivable, billing, guest satisfaction, and MOD responsibilities.
- Maintained Hilton brand standards while improving operational performance.
- Led daily operations to enhance guest satisfaction and streamline service delivery.
- Developed and implemented training programs for staff to improve performance and operational efficiency.
- Analyzed financial reports to optimize budgeting processes and minimize expenses.
- Coordinated cross-departmental initiatives to ensure seamless communication and collaboration among teams.
- Managed inventory control systems to reduce waste and maintain optimal stock levels.
- Monitored compliance with health, safety, and sanitation standards throughout the property.
- Cultivated a positive workplace culture by fostering teamwork, recognition, and employee engagement initiatives.
- Handled cash accurately and prepared deposits.
- Motivated, trained, and disciplined employees to maximize performance.
- Resolved problems promptly to elevate customer approval.
- Mentored staff members, fostering a supportive work environment that enhanced employee performance and retention.
Front Desk Assistant Manager
Meliá Orlando Suite Hotel
07.2016 - 11.2018
- Supervised Front Office operations, coaching, scheduling, and guest service recovery.
Customer Service Representative
Scientific Games
11.2012 - 07.2016
- Managed retailer relationships and territory operations.
Progressive Hospitality Leadership Roles
Hilton Orlando & Waldorf Astoria Orlando
03.2010 - 11.2012
- Promoted through Laundry Assistant Manager, Guest Service Agent, and Front Office Supervisor/MOD roles.
- Led operations, training, scheduling, guest relations, billing, and cross-department collaboration.
Housekeeping Supervisor / Training Coordinator
Hilton Grand Vacations
08.2008 - 03.2010
- Led housekeeping teams and associate training while maintaining quality standards.
Education
Certified Nursing Assistant - Nursing
Florida Health School Center
Orlando, FL05.2004
Skills
- Hotel Operations
- Assistant General Manager
- Guest Experience and Service Recovery
- Team Leadership
- Hiring
- Training
- Scheduling
- Labor Management
- Budget Administration
- Accounts Receivable
- Quality Assurance
- Brand Standards Compliance
- Microsoft Office
- English & Spanish
Certification
- Certified Nursing Assistant (CNA), Florida Health School Center
- CPR & First Aid
- Food Handler
- Public Notary
- Fair Housing
- Front Office Academy
Timeline
Dual Department MGR – Front Office & Housekeeping
The Celeste Hotel
05.2024 - Current
Assistant General Manager
LBA Hospitality (Hilton-Branded Property)
02.2019 - 05.2024
Front Desk Assistant Manager
Meliá Orlando Suite Hotel
07.2016 - 11.2018
Customer Service Representative
Scientific Games
11.2012 - 07.2016
Progressive Hospitality Leadership Roles
Hilton Orlando & Waldorf Astoria Orlando
03.2010 - 11.2012
Housekeeping Supervisor / Training Coordinator
Hilton Grand Vacations
08.2008 - 03.2010
Certified Nursing Assistant - Nursing
Florida Health School Center