Hi, I’m
Isaac Trujillo
Front Office Manager
Las Vegas,NV
Summary
Strategic Manager with experience leading and overseeing sales and hotel operations business activities. Strong history of devising precise and targeted business operations plans, managing costs, reviewing performance and driving change. Forward-thinking leader with expertise in setting goals, quality standards and growth initiatives while leading quick and efficient attainment of objectives.
Overview
9
years of professional experience
Work History
Embassy Suites By Hilton Las Vegas
Front Office Manager
11.2022 - Current
Job overview
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills. Through these efforts our hotel ranked in the top 10 out of all Hilton hotels for guest service.
- Resolved issues through active listening and open-ended questioning, escalating major problems to the General Manager.
- Monitored front areas so that questions could be promptly addressed.
- Assessed personnel performance and implemented incentives and team-building events to boost morale.
- Hired and trained new employees, demonstrating best methods for serving clients and guests.
La Posada De Santa Fe Resort And Spa
Front Office Manager
12.2021 - 09.2022
Job overview
- Prepared reports to assist business leaders with key decision making and strategic operational planning.
- Assisted the General Manager with interviewing potential employees by asking appropriate questions and providing feedback after interviews.
- Managed files and records for clients and adhered to safety procedures to prevent breaches and data misuse
- Standardized office structures and processes to promote collaboration and increased performance.
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
- Coached employees through day-to-day work and complex problems.
Marriott Phoenix Resort Tempe At The Buttes
Assistant Front Office Manager
07.2021 - 12.2021
Job overview
- Encouraged and mentored employees to boost performance and remove process inefficiencies.
- Addressed and corrected issues by providing exceptional support and working with Front Office Manager to handle advanced concerns.
- Served as floating manager-on-duty, MOD, to cover shift shortage.
- Directed and motivated office staff to deliver exceptional internal and customer support in a Resort setting.
- Trained new hires on Marriott procedures to better service customers.
- Cross-trained existing employees to maximize team agility and performance.
- Created quarterly company employee appreciation outings to reinforce employee-centric environment.
The Marriott Albuquerque
Sr. Assistant Front Office Manager
06.2018 - 07.2021
Job overview
- Assisted in the daily maintenance of room inventory status to achieve maximum revenue.
- Managed 411 guestrooms while simultaneously undergoing $10 Million+ renovation.
- Coordinated activities with other hotel departments in order to increase levels of communication and guest satisfaction.
- Acted as liaison between sales and front desk staff in order to ensure that all group events were executed perfectly.
- Participated in the training, hiring, and documenting of all departmental staff while maintaining scheduling and payroll for 20+ associates.
- Created incentive programs to promote sales and customer service scores for the Front Desk team.
DoubleTree By Hilton Hotel Downtown Albuquerque
Executive Meetings Manager
01.2018 - 06.2018
Job overview
- Streamlined meeting planning processes, resulting in 20% time-savings.
- Developed detailed event reports, documenting all aspects of each event.
- Built relationships with clients and the community to establish long-term business growth.
- Maintained knowledge of current sales and promotions, policies regarding payment and exchanges and security practices.
- Supported the sales team in writing proposals and closing contract.
- Collaborated with marketing department personnel to optimize strategic initiatives.
DoubleTree By Hilton Hotel Downtown Albuquerque
Sales Coordinator
02.2017 - 06.2018
Job overview
- Assist the sales staff in all sales related duties for group, corporate and catering related business.
- Process all incoming business leads as directed by DOS or GM.
- Assist in the servicing of in-house groups from the sales office.
- Act as a liaison between hotel sales office and client
- Maintain files and sales databases as per company standards.
- Ensure efficient communication of group needs to hotel operations staff.
- Execute assigned sales reporting and ensure all deadlines are met.
- Follow-up on all special projects and assignments given by the DOS.
Holiday Inn & Suites Albuquerque Airport
Weekend Front Desk Manager
02.2017 - 06.2017
Job overview
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Oversaw front desk operations with eye for hotel reputation, staff productivity, and operational efficiency.
- Anticipated guest needs and preparing for incoming groups accordingly.
- Handling escalated guest issues, providing solutions and following up to ensure guest satisfaction.
- Supervising Front Desk Associates including training, coaching and counseling.
- Professionally communicating guest needs and requests internally to other departments.
Holiday Inn & Suites Albuquerque Airport
Hotel Director of Sales
01.2016 - 02.2017
Job overview
- Achieved dramatic sales increase by skillfully managing relationships and proactive sales approaches.
- Supported the sales team in writing proposals and closing contracts.
- Reviewed operational records and reports to project sales and determine profitability.
- Set up new accounts, established customer credit, and set up payment methods.
- Compiling and analyzing sales figures.
Comfort Inn & Suites
IT Data Manager
06.2014 - 02.2017
Job overview
- Website Design and maintenance,
- Ensured network, system and data availability and integrity through preventative maintenance and upgrades.
- Diagnosed and troubleshooted Windows processing problems and applies solutions to increase company efficiency.
- Aligned office departments and increased inter-department communication and data sharing.
- Implemented company policies, technical procedures and standard for preserving the integrity and security of data, reports and access.
- Managed firewall, network monitoring and server monitoring both on and off shift.
- Provided continue maintenance and development of bug fixes and patch sets for existing web applications.
Holiday Inn & Suites Albuquerque Airport
Executive Assistant
06.2014 - 02.2017
Job overview
- Project management/Oversee hotel renovations/ $2,500,000 renovation
- Managed the President's complex and frequently changing travel arrangements.
- Compiled and analyzed sales and marketing reports.
- Managed external contacts for the President and kept track of periodic communication needed for priority contacts.
- Directed administrative functions for the directors, consultants and key managers.
- Tracked and maintained monthly and year end vendor rebates.
- Developed and maintained an internal client filing system.
- Obtained signatures for financial documents and internal and external invoices.
Education
University of New Mexico, Albuquerque, NM
BBA from Hospitality Management
05.2018
Manzano High School, Albuquerque, NM
High School Diploma
05.2014
Skills
- Facility Management
- Office Streamlining
- Guest Experiences
- Operational Efficiency
- Strategic Planning
- Revenue Management
- Solution Coordination
- Customer Service Process Improvement
- Event Planning and Assistance
- Standards Compliance
- Budget Implementation
- Leadership
Timeline
Front Office Manager
Embassy Suites By Hilton Las Vegas
11.2022 - Current
Front Office Manager
La Posada De Santa Fe Resort And Spa
12.2021 - 09.2022
Assistant Front Office Manager
Marriott Phoenix Resort Tempe At The Buttes
07.2021 - 12.2021
Sr. Assistant Front Office Manager
The Marriott Albuquerque
06.2018 - 07.2021
Executive Meetings Manager
DoubleTree By Hilton Hotel Downtown Albuquerque
01.2018 - 06.2018
Sales Coordinator
DoubleTree By Hilton Hotel Downtown Albuquerque
02.2017 - 06.2018
Weekend Front Desk Manager
Holiday Inn & Suites Albuquerque Airport
02.2017 - 06.2017
Hotel Director of Sales
Holiday Inn & Suites Albuquerque Airport
01.2016 - 02.2017
IT Data Manager
Comfort Inn & Suites
06.2014 - 02.2017
Executive Assistant
Holiday Inn & Suites Albuquerque Airport
06.2014 - 02.2017
University of New Mexico
BBA from Hospitality Management
Manzano High School
High School Diploma
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