Elizabeth Herrera
Manteca,CA
Summary
A proactive, ambitious person, who has a positive attitude. Hard working and energetic with more than 16 years experienced in dynamic and in fast-paced markets in a Hotel Industry. Focused on increasing revenues and expanding margin. Adaptive and deadline-oriented consistently executes and completes multiple projects in fast busy environments. Meticulous leader and strategic planner. Dedicated to delivering positive customer experiences to promote loyalty and repeat business & offering vision and motivational acumen.
Overview
20
20
years of professional experience
Work History
General Manager
Holiday Inn Express Hotel Suites
07.2023 - Current
- Managing daily operations, planning, organizing, leading controlling all of a hotel's daily operations with all other departments.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Assisted in recruiting, hiring and training of team members.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Reported issues to higher management with great detail.
- Implemented business strategies, increasing revenue and effectively targeting new markets.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Developed and implemented strategies to increase sales and profitability.
- Handle all the Revenue management.
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
- Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organizational growth.
- Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures, and technology systems.
- Implemented operational strategies and effectively built customer and employee loyalty.
- Developed and maintained relationships with customers and suppliers through account development.
- Analyzed market trends and competitor activities to create competitive advantages.
- Drove year-over-year business growth while leading operations, strategic vision, and long-range planning.
- Managed budget implementations, employee evaluations, and contract details.
- Formulated policies and procedures to streamline operations.
- Shaping the work environment, setting strategy, allocating resources, developing good management, building the organization.
- Collaborated with cross-functional teams to develop innovative solutions.
- Handled cash accurately and prepared deposits.
- Resolved problems promptly to elevate customer approval.
- Oversaw inventory by ordering precise quantities of stock and executing corrective actions to drive profitability.
- Analyzed customer feedback data to identify areas of improvement and develop solutions.
- Negotiated price and service with customers and vendors to decrease expenses and increase profit.
- Reduced budgetary expenditures by effectively negotiating contracts for more advantageous terms.
FRONT OFFICE SUPERVISOR
Great Wolf, Lodge
05.2021 - 04.2022
- Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
- Dispersed petty cash to employees and collected and managed receipts.
- Established and updated work schedules to account for changing staff levels and expected workloads.
- Reviewed client and staff feedback and made appropriate business adjustments to meet needs and address concerns.
- Standardized office structures and processes to promote collaboration and increased performance.
- Managing between 50 to 110 employee's in my department alone.
- Prepared reports to assist business leaders with key decision making and strategic operational planning.
- Oversaw work processes and performed quality control tasks to increase revenue and reduce production times.
- Handled office contracts like leases, utilities and employee agreements.
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
- Developed procedures to establish accurate and organized check-in and check-out processes.
- Reconciled end-of-day reports to determine accurate billing and payment processing.
- Monitored customer service trends and provided insights to management team for further improvement.
- Delivered performance reviews, recommending additional training or advancements.
- Analyzed data related to administrative costs and spending trends to prepare budgets for personnel.
- Managed files and records for clients and adhered to safety procedures to prevent breaches and data misuse.
- Communicated corporate objectives to various divisions to meet deadlines and adhere to company budgets.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Oversaw appointment scheduling and itinerary coordination for both clients and personnel.
- Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.
- Monitored front areas so that questions could be promptly addressed.
- Built highly-efficient administrative team through ongoing coaching and professional development opportunities.
- Managed supervisor itinerary and appointments and streamlined scheduling procedures.
- Completed bi-weekly payroll for employees.
- Interceded between employees during arguments and diffused tense situations.
- Optimized organizational systems for payment collections, AP/AR, deposits, and recordkeeping.
- Organized spaces, materials and catering support for internal and client-focused meetings.
- Developed internal requirements and standards to minimize regulatory risks and liability across programs.
HOTEL SALES MANAGER
Holiday Inn Express & Suites
04.2014 - 08.2014
- Attended and participated in conferences and trade shows to generate new leads, network and drive business.
- Arranged and coordinated sales calls with prospective clients to generate in business for hotel.
- Utilized revenue management techniques to negotiate room rates and function space commitments to enhance hotel's financial performance.
- Aligned company goals with customer outcomes and increased satisfaction by automating contact management systems.
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
- Resolved problems with high-profile customers to maintain relationships and increase return customer base.
- Managed accounts to retain existing relationships and grow share of business.
- Managed revenue models, process flows, operations support and customer engagement strategies.
- Addresses and resolves any issues or complaints regarding sales or marketing.
- Ensures that guests are enjoying their stay at the hotel and that large group needs are met.
- Maintains positive relationships with clients to encourage repeat and recurring business.
- Designs and advertises special group rates and packages to increase larger bookings.
- Processes payments and applies discounts as necessary, set out routing for DB.
- Helped assist the GM for Accounts Payable and Receivable. Conduct background checks for all the Direct Billings process.
- Develops promotional and advertising materials for the hotel.
- Monitors rooms blocks and communicates with appropriate property personnel on a weekly basis regarding group room pick-ups, rooming list, etc.
- Reaches out to organizations and businesses that might require a hotel for conferences and room bookings.
- Generate new business, close deals, and increase revenue by cold calling, on-site visits and sales tours, showrooms, and community networking.
- Meets with representatives from these companies to explain the hotel’s merits and amenities.
FRONT OFFICE SUPERVISOR/Manager of Operations
Holiday Inn Center City
04.2003 - 09.2013
- Dispersed petty cash to employees and collected and managed receipts.
- Established and updated work schedules to account for changing staff levels and expected workloads.
- Coached employees through day-to-day work and complex problems.
- Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
- Reviewed client and staff feedback and made appropriate business adjustments to meet needs and address concerns.
- Prepared reports to assist business leaders with key decision making and strategic operational planning.
- Oversaw work processes and performed quality control tasks to increase revenue and reduce production times.
- Handled office contracts like leases, utilities and employee agreements.
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
- Delivered performance reviews, recommending additional training or advancements.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
- Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.
- Delegated tasks to administrative support staff to organize and improve office efficiency.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.
Education
Associate degree - science, Hotel Management
Central Piedmont Community College
Skills
- Manage Revenue & Budgets
- Training and development, Schedule Coordination and Payroll
- Operations Management, Leadership and Sales Activities
- Accounts Payable and Receivable, Inventory Control, Performance
- Optimization, Microsoft office, Opera System
Timeline
General Manager
Holiday Inn Express Hotel Suites
07.2023 - Current
FRONT OFFICE SUPERVISOR
Great Wolf, Lodge
05.2021 - 04.2022
HOTEL SALES MANAGER
Holiday Inn Express & Suites
04.2014 - 08.2014
FRONT OFFICE SUPERVISOR/Manager of Operations
Holiday Inn Center City
04.2003 - 09.2013
Associate degree - science, Hotel Management
Central Piedmont Community College
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