Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Timeline
Generic

ANA ROSALES

NEWPORT BEACH,CA

Summary

I am currently searching for a challenging position where I can apply my diverse experiences, unique skill set, and honed expertise. My ultimate goal is to work for a company that fosters an environment that encourages me to unleash my potential and creativity. Additionally, I have prior experience working in a hotel setting, which could be a valuable asset to other organizations

Overview

16
16
years of professional experience

Work History

Assistant Director of Operations

Hyatt Regency Newport Beach
Newport Beach
03.2022 - Current
  • Managed Ethics issues for various Hotel departments
  • Managed 200 plus associates.
  • Managed customer service inquiries and complaints in a timely manner.
  • Ensured compliance with all applicable laws and regulations pertaining to operations management.
  • Oversaw hiring process of new employees, including interviewing candidates and onboarding them into the organization.
  • Successfully improved employment turnover through creating incentive and training programs.
  • Created communication solutions for the entire hotel, as well as created expedited solutions for daily Staff challenges
  • Connected with all team members to create effective communication and a positive environment
  • Setting in budgeting and monitoring expenses
  • Ensuring compliance with regulations and policies
  • Undertaking staffing responsibilities (interviewing/hiring, evaluating, etc.)
  • Identifies the development needs of the hotel staff and provides coaching and mentoring to improve their knowledge or skills as needed
  • Respond and assist with different audits
  • Assist in building next year’s forecast/budget
  • Ensures property, grounds, physical plant, and work areas are maintained to standard
  • Responsible for reviewing employee performance and conducting personnel actions such as disciplinary actions and terminations
  • Responsible for Monitoring maintenance progress and FF&E (Furniture, Furnishings, and Equipment) conditions and providing status reports to GM
  • Source vendor on finding a better price
  • Coordinating lobby renovation.
  • Developed and managed the operational budget for the department.
  • Coordinated with other departments to ensure proper communication and collaboration between teams.
  • Worked collaboratively with other departments such as catering or housekeeping to coordinate services for guests.
  • Recruited, trained and managed staff members ensuring their job duties were performed correctly.
  • Created a positive work environment by promoting team building activities among employees.
  • Maintained the highest levels of quality assurance in all areas of food and beverage operations.
  • Oversaw menu planning, purchasing, receiving, storage and distribution of food items.
  • Managed daily operations of the Food and Beverage Department including staffing schedules, training activities and customer service issues.
  • Oversaw Shor Restaurant food and beverage operations, delivered day-to-day consistency and set and maintained highest food quality and service standards.
  • Assisted staff by serving food and beverages or bussing tables.
  • Inspected dining and serving areas for cleanliness and proper setup.

Front Desk Manager

Hyatt Regency Newport Beach
Newport Beach
05.2019 - 03.2022
  • Responsible for Front Office operations that include leading and managing all sections of the Front Desk Department to ensure the highest service standards
  • Monitoring communications between guests, bellman, agents, operators, sales, events, recreation, food and beverage team, and housekeeping
  • Creating an efficient and positive spirit for the department to win Department of the Year (2015 & 2021).

Executive Housekeeper

Hyatt Regency La Jolla at Aventine
09.2015 - 05.2019
  • Fully responsible for managing guest room standards, profit and loss statement, general ledger accounts, accruals, yearly budget for supplies and payroll, Hysat scores, vendor relationships, scheduling, and colleague engagement
  • Strive for complete guest satisfaction and resolve any guest issues with empathy and understanding
  • Lead both housekeeping and laundry departments through significant structural changes, including productivity expectations, scheduling, staffing, payroll improvement
  • Create a robust family-like environment to motivate and encourage colleagues based on trust, empathy, and work enjoyment
  • Organize and oversee significant hotel projects, such as complete mattress replacement, implementing Hot SOS, and deep cleaning and preventative maintenance.

Executive Housekeeper

Hyatt Regency Newport Beach
Newport Beach
11.2012 - 08.2015
  • Unified and improved department of 70 employees by handling colleague concerns, earning respect, and building connections
  • Lead hotel through complete guest room renovation of 407 rooms by organizing, tracking, and inspection process
  • Fully implemented Hyatt Standards for guest rooms through purchasing, training, and ensuring consistency throughout the hotel
  • Trained colleagues on policies and procedures and coached on performance and areas of improvement.

Director of Housekeeping

Hotel Angeleno – Los Angeles, CA
Los Angeles
01.2011 - 11.2012
  • Completely rebuilt the housekeeping department by establishing scheduling practices, checklists, vendors, and staff relationships
  • Established an inspection program that led the hotel to be the #1 on Improved Quality in the company and raised Market Metrix scores from 85% to 97% in room and bathroom cleanliness
  • Created and Maintained strong relationships with all other departments through communication and shared goals
  • Managed tasks including scheduling, quarterly and annual reviews, inventory, and creating projects.

Assistant Front Office Manager

Hyatt Regency Huntington Beach Resort & Spa
Huntington Beach
03.2008 - 10.2009
  • Monitored rates, specials, packages, and arrivals to ensure a smooth check-in and check-out process
  • Successfully Resolved various types of Guest complaints
  • Coaching associate employees
  • Assigned daily tasks and duties, created employee schedule, and built strong morale with Staff.

Education

BA: Hotel Management -

University of Phoenix

AA in Liberal Arts -

Long Beach City College

Skills

  • I have a considerable amount of experience in providing excellent customer service and managing customer relationships My administration and management abilities have been recognized through the Best Manager Award that I received while working at Hyatt Regency Newport Beach I am skilled in working with bilingual staff and hotel clients and am capable of making sound decisions even under pressure I have a proven track record of effectively leading and managing diverse teams in various departments across different properties

Accomplishments

  • Manager of the year in 2013
  • Manager of the year 2021

Languages

Spanish
Professional

Timeline

Assistant Director of Operations

Hyatt Regency Newport Beach
03.2022 - Current

Front Desk Manager

Hyatt Regency Newport Beach
05.2019 - 03.2022

Executive Housekeeper

Hyatt Regency La Jolla at Aventine
09.2015 - 05.2019

Executive Housekeeper

Hyatt Regency Newport Beach
11.2012 - 08.2015

Director of Housekeeping

Hotel Angeleno – Los Angeles, CA
01.2011 - 11.2012

Assistant Front Office Manager

Hyatt Regency Huntington Beach Resort & Spa
03.2008 - 10.2009

BA: Hotel Management -

University of Phoenix

AA in Liberal Arts -

Long Beach City College
ANA ROSALES