Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Inez Esparza

Hospitality Manager
Watsonville,CA

Summary

Productive Front Office Manager with excellent skills in customer service, office management and administrative support. Remains professional and tactful in all situations with focus on increasing satisfaction and retention. Versed in managing vendor and service provider relationships while maintaining meticulous records.

Driven Rooms Division Director with a passion for the hospitality industry. Extensive understanding of leadership and team supervision. Dedicated to holding employees to excellent standards of customer service and maintaining relationships with guests.

Overview

4
4
years of professional experience
1
1
Certification

Work History

Director of Rooms /Front Office Manager

Hampton Inn & Suites By Hilton
Watsonville, CA
05.2021 - Current
  • Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
  • Managed files and records for clients and adhered to safety procedures to prevent breaches and data misuse.
  • Coached employees through day-to-day work and complex problems.
  • Prepared reports to assist business leaders with key decision making and strategic operational planning.
  • Maintained current and compliant financial records, monitoring and addressing variances through detailed analyses.
  • Interviewed potential employees by asking appropriate questions and providing feedback after interviews.
  • Interpreted management directives to define and document administrative staff processes.
  • Assessed personnel performance and implemented incentives and team-building events to boost morale.
  • Monitored and evaluated personnel performance to complete annual reviews, recommend advancement or address productivity concerns.
  • Aggregated and analyzed data related to administrative costs to prepare budgets for corporate-level management.
  • Completed bi-weekly payroll for twenty five employees.
  • Established and updated work schedules to account for changing staff levels and expected workloads.
  • Optimized organizational systems for payment collections, AP/AR, deposits and recordkeeping.
  • Resolved issues through active listening and open-ended questioning, escalating major problems to General Manager and Regional Director.
  • Mentored office employees on proper administrative procedures and how to use programs such as ONQ PM, keeping operations consistent and efficient for maximum performance.
  • Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
  • Directed technical skills across three different departments to ensure maximum staff efficiency.

Head Waitress

Sushi Garden Restaurant
Watsonville, CA
06.2019 - 08.2021
  • Used communication and problem-solving skills to resolve customer complaints and promote long-term loyalty.
  • Trained staff members on use of POS system.
  • Upheld high standards of professionalism when dealing with customer issues, supporting serving staff and waiting on tables.
  • Displayed enthusiasm and promoted excellent service to customers, successfully increasing referrals and walk-in business.
  • Supervised server staff and simultaneously served personal section of tables.

Catering Associate

Hecho En Mexico Authentic Mexican Food
Colton, CA
03.2018 - 09.2018
  • Provided friendly, courteous service to create memorable moments for guests.
  • Cleaned and organized kitchen stations to promote team efficiency.
  • Arranged linens and table settings according to seating plan and event theme.
  • Presented food and beverages on buffet tables and drink stations in line with formality and specifications of each event.
  • Executed synchronized meal service simultaneously serving multiple guests.

Education

High School Diploma -

K-12
Homeschool
05.2020

Skills

  • Registration Management
  • Report Preparation and Analysis
  • Oral and Writing Communication
  • Policy and Procedure Modification
  • CRM Software
  • Staff Training
  • Multi-Tasking Skill
  • Operational Requirements
  • Room Turnover
  • Bookkeeper and Inventory
  • Payroll Administration
  • Business Correspondence

Certification

  • California State Insurance License
  • ABC On-Premises License
  • Food Handlers Certification
  • ONQ PM System Certification

Timeline

Director of Rooms /Front Office Manager

Hampton Inn & Suites By Hilton
05.2021 - Current

Head Waitress

Sushi Garden Restaurant
06.2019 - 08.2021

Catering Associate

Hecho En Mexico Authentic Mexican Food
03.2018 - 09.2018

High School Diploma -

K-12

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Inez EsparzaHospitality Manager