Heaven Flores
Taft,TN
Summary
Results-oriented professional with a strong track record in client relationship management. Demonstrated ability to exceed expectations and deliver high-quality outcomes. Expertise in time management and prioritization, contributing to overall company success. Seeking full-time opportunities in hotel management to leverage skills and drive positive results.
Overview
10
10
years of professional experience
Work History
General Manager
Hampton Inn and Suites
12.2023 - Current
- Analyzed monthly P&L statements to provide detailed financial critiques.
- Managed all financial operations, including inventory control and purchasing across hotel outlets.
- Forecasted and budgeted daily revenues and expenses to optimize financial performance.
- Executed month-end closing activities to ensure accurate financial reporting.
- Oversaw Human Resources functions, including benefits management, hiring, terminations, and orientations.
- Tracked guest satisfaction surveys to identify trends and develop actionable service improvements.
- Planned daily operations while supervising up to 26 staff members for efficient workflow.
- Administered bi-weekly payroll and staff schedules, maintaining departmental budget compliance.
General Manager
Hampton Inn
11.2022 - 12.2023
- Analyzed monthly P&L statements to provide detailed financial critiques.
- Managed all financial operations, including inventory control and purchasing across hotel outlets.
- Forecasted and budgeted daily revenues and expenses to optimize financial performance.
- Executed month-end closing activities to ensure accurate financial reporting.
- Oversaw Human Resources functions, including benefits management, hiring, terminations, and orientations.
- Tracked guest satisfaction surveys to identify trends and develop actionable service improvements.
- Planned daily operations while supervising up to 24 staff members for efficient workflow.
- Administered bi-weekly payroll and staff schedules, maintaining departmental budget compliance.
Assistant General Manager
Hilton Garden Inn
08.2018 - 11.2022
- Managed daily property operations to maximize performance, profitability, and guest satisfaction.
- Organized and entered customer information into system for accurate reservation management.
- Advised clients on account procedures to maintain strong business relationships.
- Resolved aging accounts receivable issues, eliminating bad debt write-offs.
- Oversaw bi-weekly payroll and associate schedules to ensure budget compliance.
Lead Front Desk Agent
Embassy Suites
04.2015 - 07.2018
- Established role as primary contact for new agents.
- Organized and entered customer information into system to secure accurate reservations.
- Advised clients on account procedures to maintain strong business relationships.
- Developed filing and retrieval system to ensure adequate office supply inventory.
- Trained agents on handling complex cases while supervising staffing shifts for optimal coverage.
- Provided detailed guidance on account openings, proactively addressing client concerns.
- Supervised agents to verify cash handling accuracy and ensure quality client experiences.
Education
Associates -
In Health Information Technology
05.2017
Skills
- Leadership and team building
- Problem resolution
- Operations management
- Team player
Timeline
General Manager
Hampton Inn and Suites
12.2023 - Current
General Manager
Hampton Inn
11.2022 - 12.2023
Assistant General Manager
Hilton Garden Inn
08.2018 - 11.2022
Lead Front Desk Agent
Embassy Suites
04.2015 - 07.2018
Associates -
In Health Information Technology
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