Elizabeth Guerra
Fontana,CA
Summary
Accomplished public assistance and guest service management professional with extensive experience at San Bernardino County. Proven track record of enhancing guest satisfaction through effective eligibility determination and bilingual communication. Expertise in staff supervision and complaint resolution has driven operational efficiency and improved client support. Committed to fostering a positive organizational culture and elevating service standards.
Overview
15
15
years of professional experience
Work History
Eligibility Worker II
San Bernardino County Transitional Assistance Department
San Bernardino, CA
09.2022 - Current
- Interview applicants daily to help determine aid, and assist them in the completion and clarification of the applications.
- Specialized case worker with Inter County Transfers.
- Specialized case worker in General Relief.
- Conduct interviews in a Transitional Assistance Department office, private homes, and hospitals.
- Explore concerning items such as income, employment, and financial obligations from the applicants to see if they are eligible for public assistance.
- Review applications and declarations for completeness and consistency.
- Assist applicants in obtaining additional information, and resolve discrepancies in the applications or declarations by investigating via telephone, email, or in person.
- Determine eligibility in accordance with a variety of state and county procedures; authorize cash, and/or medical, or Food Stamp assistance.
Detention Services Officer
Los Angeles County Probation Department
Los Angeles, CA
06.2016 - 09.2022
- Supervise detained probation youth in their activities within the unit, on work assignments, during recreation periods, on medical or dental appointments, or awaiting court appearances
- Maintain order and control of a unit and take appropriate action in connection with rule infractions or other disturbances
- Maintain institutional security and take appropriate action to prevent escapes
- Supervise the movement of probation youth within and outside the facility
- Control and restrain combative or emotionally disturbed probation youth
- Observe and record the behavior of probation youth and confer with the supervisor about problematic probation youth
Assistant General Manager
Rancho Cucamonga, CA
09.2012 - 08.2015
- Assign duties to staff and observe performance to ensure adherence to hotel policies and establishing procedures
- Train new oncoming staff, including conducting monthly safety meetings
- Complete all new hire paperwork for staff and all terminations within the facility
- Review employee performance and conduct personnel actions such as disciplinary actions
- Maintain accurate records of cash flow sheets, direct bill accounts, reservation cards, registration cards, and credit cards for both the hotel and restaurant
- Resolve all guest and employee complaints
- Perform all functions of General Manager in his absence
- Cover shifts in all departments when needed
- Correspond with group and travel agents to answer special requests for rooms and rates
- Assists with sales and marketing efforts as directed
- Handle all AR accounts, bank deposits, inventory for property including restaurant, pay out all invoices on a daily basis, balance inventory, create house accounts for banquets, charge all accounts, scheduling, housekeeping included but not limited to inspecting rooms
- Ensure the front desk team is keeping up with monthly enrollments for Hilton, guest satisfaction, SALT reviews, and onboarding of new staff
- Handle all incident reports and off work disability paperwork
Front Desk Manager
Holiday Inn Express and Suites
Ontario, CA
01.2010 - 08.2012
- Managed hotel budgets
- Planned maintenance work, events, and room bookings
- In charge of handling invoices and sending them to the home office
- Inventory control
- Signing guests up for IHG rewards
- Train and hire new staff members
- Daily communication with housekeeping and front desk agents
- Customer satisfaction and quick problem solver
Education
Bachelor of Arts - Sociology
Cal State San Bernardino
Skills
- Engaged Listening Skills
- Guest Service Excellence
- Prioritization of Tasks
- Complaint Resolution Expertise
- Skilled in Microsoft Word/Outlook/Excel/ Applications
- Bilingual Proficiency in English and Spanish
- Clear Verbal and Written Skills
- Analytical Thinker
- Staff Supervision
- Professional Mentor
- Appointment scheduling
- Telephone etiquette
- Agency resource eligibility
- Application processing
- Confidentiality
- Cross-cultural sensitivity
- Recordkeeping and data input
- Resource information
- Public assistance programs
- Advocacy and counseling
Keycompetenciesandskills
- Active Listening
- Guest services and Satisfaction
- Time Management
- Team-building and Training
- Excellent Hospitality
- Complaint Handling and Resolution
- Microsoft Word
- Bilingual
- Oral/written Communication
- Interpersonal
- Hotel operations Management
- Well conducted
- Problem Solver
- Managing people
Affiliations
- outdoor activities
- gardening
- marathons
- Basketball coach
Languages
Spanish
Full Professional
English
Full Professional
Timeline
Eligibility Worker II
San Bernardino County Transitional Assistance Department
09.2022 - Current
Detention Services Officer
Los Angeles County Probation Department
06.2016 - 09.2022
Assistant General Manager
09.2012 - 08.2015
Front Desk Manager
Holiday Inn Express and Suites
01.2010 - 08.2012
Bachelor of Arts - Sociology
Cal State San Bernardino
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