Ivette Orellana
Summary
Dynamic and purpose-driven hospitality leader with a proven track record of adaptability and decisive command in fast-paced environments. Adept at navigating challenges with resourceful problem-solving, mentoring teams to peak performance, and fostering an inclusive culture rooted in empathy and reliability. Known for taking initiative and making values-aligned decisions that support organizational goals, I bring a mission-driven mindset and a people-focused approach to every guest interaction and team collaboration.
Overview
15
15
years of professional experience
Work History
Assistant Front Office Manager
Pendry West Hollywood
04.2025 - Current
- Led and motivated the Front Office team to achieve exceptional service standards and operational efficiency
- Ensured seamless communication of arrivals, VIPs, and group activities through proactive daily briefings
- Built and nurtured meaningful partnerships with local vendors and community leaders to enhance guest experience
- Maintained in-depth knowledge of local attractions and events to personalize guest recommendations
- Oversaw guest interactions throughout their stay, upholding excellence in customer service and satisfaction
- Recruited, trained, and scheduled front desk Associates, fostering a well-prepared and service-driven team
- Implemented enhanced Guest Relations procedures to streamline operations and improve internal communication
- Managed inventory and supply ordering, maintaining optimal levels to support daily Front Office functions
- Provided ongoing coaching and development for front desk Associates, ensuring consistent adherence to brand standards
- Adapted to evolving business needs by taking on additional responsibilities beyond standard scope
Front Office Manager on Duty
Pendry Hotel & Residence
04.2022 - Current
- Starting role as Guest Experience Expert, quickly promoted for outstanding performance to Manager on Duty.
- Enhance guest experience by prioritizing guest satisfaction by implementing strategies to ensure exceptional service, personalized attention to create memorable experiences.
- Ensure that guest accounts are accurately charged and provide precise folios.
- Mentored new hires in billing and routing procedure, hotel PMS OPERA Cloud, and third-party reservations.
- Trained associated in upsell strategies by promoting room upgrades and revenue increased by 25%.
- Assist Director of the Front Office in managing day-to-day operations, and direct contact for VIP reservations.
- Essential function, supporting the department operations and proving direct services to guests as needed, and leading by example.
- Overseeing arrival and departure experience, ensuring guest expectations are always exceeded.
- Assist Sales with BEO’s, Group arrivals including pre-registering each guest, setting up routing and any special request from group.
Front Desk Agent
Hilton Checkers Downtown Los Angeles
11.2015 - 02.2016
- Company Overview: Boutique hotel with 193 elegant guest rooms in the heart of Downtown LA
- Assisting guest with Check-In as well providing guest with an accurate folio at Check-Out.
- Resolved any guest issue with Hilton trademark “Make It Right
- Use up-selling techniques to promote hotel services and facilities and to maximize room occupancy.
- Assist fellow team members and other departments wherever necessary to maintain positive working relationships.
Front Office Supervisor
L’Ermitage Beverly Hills
11.2010 - 05.2011
- Company Overview: Fabled 16-room Mobil 5-Star, AAA 5 Diamond
- Front Office Supervisor, be a legion between FOM and GM
- Assist Sales with Group arrivals, including pre-register each guest, setup routing, and any special request from the group.
- Serve as short-time mentor to new employees, and provide training with Viceroy Hotel Group policies
- Welcome all VIP 1 level personality
- Serve as the PM MOD, responsible for all aspects of the property, including working closely with all departments.
Education
Bachelor of Science - Hospitality Management
California State University Long Beach
Long Beach, CA08.2025
Associate Degree - Business Administration for Transfer, Hospitality Management-AST
Cerritos College
Cerritos, CA01.2021
Skills
- Data inputting
- Property management systems
- Sales Revenue
- Leadership
- Standard Operating Procedure
- Revenue management
- Customer service
- Hotel policy enforcement
- Financial reporting
- Mission- Driven
California Hotel & Lodging Association Scholarship Recipient 2022 & 2024
California Hotel & Lodging Association Scholarship Recipient 2022 & 2024
Languages
Spanish
Native or Bilingual
Timeline
Assistant Front Office Manager
Pendry West Hollywood
04.2025 - Current
Front Office Manager on Duty
Pendry Hotel & Residence
04.2022 - Current
Front Desk Agent
Hilton Checkers Downtown Los Angeles
11.2015 - 02.2016
Front Office Supervisor
L’Ermitage Beverly Hills
11.2010 - 05.2011
Associate Degree - Business Administration for Transfer, Hospitality Management-AST
Cerritos College
Bachelor of Science - Hospitality Management
California State University Long Beach
Similar Profiles
Naim PalaciosNaim Palacios
PBX Hotel Operator at Pendry West HollywoodPBX Hotel Operator at Pendry West Hollywood
Ronald TenorioRonald Tenorio
Line Cook/Banquet Cook/Prep Cook at Montage International/Pendry West HollywoodLine Cook/Banquet Cook/Prep Cook at Montage International/Pendry West Hollywood
Ramon Antonio Perez FranceschiRamon Antonio Perez Franceschi
Security Officer at Task Security Pendry Hotel Manhattan West,Security Officer at Task Security Pendry Hotel Manhattan West,
Vinay Ajay Kumar MaddelaVinay Ajay Kumar Maddela
Front Office Duty Manager and (acting Assistant Front Office Manager) at Constance Ephelia Resort, Mahe IslandFront Office Duty Manager and (acting Assistant Front Office Manager) at Constance Ephelia Resort, Mahe Island
CELIA VARELACELIA VARELA
Front and Back Office Medical Assistant/Front Office Manager at Hope Medical CenterFront and Back Office Medical Assistant/Front Office Manager at Hope Medical Center