Ivana Rosales

• Caregiver for a sick nephew in Portland Oregon
• Caregiver for a sick parent in Lima, Peru
• Coordinated medical appointments and transportation
• Managed medication administration

• Reviewed employment applications, candidate backgrounds, skills, compensation needs and other qualifications
• Sourced, qualified and conducted screening interviews with job candidates
• Explained job duties, compensation and benefits to potential candidates for exempt and non exempt positions
• Created and maintain positive relationships with hiring managers and HR business partners
• Utilized internal recruiting systems to record, update and track all candidate progress

• Managed multi-cultural and multi-lingual team of 150+ employees
• Created and maintained employee schedules to ensure adequate staffing levels
• Generated reports on attendance records, leave balances, overtime hours, and other related metrics for management review
• Created system and procedures to maintain productivity and cleanliness scores
• Developed incentive programs and events to improve employee safety and morale
• Conducted supplies purchase and inventory according to budget
• 2020 – Blue Energy Committee for Team Member Relations
• 2018 and 2019 – Team Member Survey increased by 8%-10% from previous year in Trust index, Learning and Development index and in Teamwork index
• 2018 – Directed training for all team members on the new “Musculoskeletal Injury Prevention Program” to be on compliance with Cal/OSHA and “Hilton Safe Hands” under Hilton Standards
• 2018 – Hilton College of Clean. Phoenix, Arizona
• 2018 – 2019 – Hilton Ignite Program. Los Angeles, California

TASK FORCE

• Managed a team of 25+ employees comprised of Hilton and third-party contract labor from several companies
• Trained employees to implement the new Hilton CleanStay Program in a global pandemic
• Designed strategies to minimized supply waste due to intermittent deliveries from vendors
• Created new incentives programs to improve employee retention
• Executed the daily operations of the department including team members’ evaluations
• 2021 – Achieved 100% score on Brand Standards in the Hilton Quality Assurance Inspection

• Managed a team of 25+ employees in a full-service hotel with 1,234 guest rooms
• Promoted selling techniques to maximize room rate revenue
• Negotiated contracts with Airlines for distressed passengers stays
• Performed daily front desk operations including solving guest complaints to ensure customer satisfaction throughout stay
• 2016 and 2017 – Hilton Huanying Champion responsible for training employees. Program was designed to increase Chinese guest loyalty

• Supervised 20+ employees’ performance according to the Hilton values
• Designed programs and policies to train new Front Desk Agents
• Evaluated and addressed guests’ issues and made improvements accordingly
• Completed audit procedures and closed out all financials for the business day
• Supported the overnight security team on all internal investigations involving guests

• Executed guests’ check-in and check-out using OnQ property management system
• Handled money, processed credit and debit cards transactions, converted foreign currency
• Responded to guest inquiries and requests and resolved issues in a timely, friendly and efficient manner
• Supported and motivated new employees to understand the workflow. Trained employees to manage third party reservations and current promotions

DISNEY COLLEGE PROGRAM

• Operated Disney’s computer-based reservation system to process payments and to check in guests
• Handled large amounts of cash, foreign currency and credit cards when processing transactions
• Supported and expedited online check-in process
• Assisted visitors with any questions or concerns they may have had during their stay
• Provided concierge services such as restaurant reservations, transportation arrangements, ticket purchases