LILIA AVALOS
Moreno Valley,CA
Summary
Hospitality professional with extensive operational management and staff supervision experience. Proven ability to enhance guest engagement and lead teams effectively. Expertise in maintaining high service standards, managing budgets, and ensuring regulatory compliance.
Overview
2
2
years of post-secondary education
7
7
years of professional experience
Work History
Assistant General Manager
TownePlace Suites
Lake Forest, California
12.2024 - Current
- Oversaw all managerial responsibilities in absence of hotel manager, including decision-making and operations management.
- Managed shifts and supervised staff to ensure seamless operations across all departments.
- Guided staff in their roles, ensuring clarity of tasks and achievement of performance expectations.
- Addressed guest complaints, feedback, and special requests to enhance overall guest experience.
- Ensured guest comfort by maintaining cleanliness and quickly resolving maintenance issues.
- Supervised check-in/check-out processes to maximize efficiency and guest satisfaction.
- Facilitated recruitment and training of new staff to uphold service standards.
- Monitored operating costs and tracked expenses to maintain budget compliance.
Operation Manager
Residence Inn
Brea, CA
01.2024 - 12.2024
- Oversaw hotel operations, including front desk, housekeeping, and facilities management to uphold service standards.
- Recruited, trained, and onboarded staff across multiple departments to ensure operational readiness.
- Created and managed staff schedules to guarantee adequate coverage at all times.
- Monitored employee performance, conducted evaluations, and provided constructive feedback for improvement.
- Handled guest inquiries, complaints, and special requests to maintain high satisfaction levels.
- Resolved guest issues promptly and professionally to enhance overall experience.
- Monitored service quality of rooms, amenities, and food to meet or exceed expectations.
- Managed inventory and ordered supplies necessary for effective hotel operations.
Guest Services Agent
Courtyard
Riverside, CA
07.2023 - 01.2024
- Efficiently checked in and out guests during peak hours to ensure smooth operations.
- Prepared meals and took food and drink orders to elevate guest experience.
- Engaged with customers, supporting sales team by addressing inquiries.
- Trained new staff in bistro operations to promote consistent service.
Manager in Training
Hilton Garden Inn & Homewood Suites
Rancho Cucamonga, CA
06.2023 - 01.2024
- Completed six-month management training program, acquiring comprehensive knowledge of hotel operations.
- Gained hands-on experience in customer service, sales, and budget/finance reviews through corporate training.
- Resolved guest complaints and provided complimentary services to enhance satisfaction.
- Scheduled bookings and managed check-ins/outs during peak periods.
- Trained in food and beverage setup, taking orders and serving guests efficiently.
- Processed payroll for staff, ensuring accurate and timely payments.
- Cross-trained with accounting team on accounts payable invoicing to streamline financial operations.
- Managed inventory supplies across departments, monitoring levels and placing new orders as needed.
Front Desk Supervisor
Residence Inn
San Bernardino, CA
10.2022 - 06.2023
- Supervised front desk team, ensuring efficient operations and high service standards.
- Coordinated daily operations to maintain exceptional service quality.
- Resolved customer issues, fostering loyalty and satisfaction.
- Managed scheduling for front desk and housekeeping departments.
- Trained new employees to enhance team performance.
- Oversaw inventory levels to ensure product availability for guests.
- Processed tax exemptions daily to maintain compliance.
Guest Service Agent
Residence Inn & Staybridge Suites
Corona, CA
01.2022 - 07.2022
- Greeted visitors and customers to provide assistance and answer questions, promoting rapport.
- Responded promptly to room requests and inquiries via website, email, or phone.
- Developed comprehensive knowledge of local dining, entertainment, and shopping options to enhance guest experiences.
- Utilized Fosse and Opera PMS for efficient management of guest services and daily operations.
- Executed billing for in-house guests, including pre-settlement of high balances to optimize revenue.
- Supported laundry operations and breakfast shifts to maintain service quality during peak hours.
Guest Service Agent/Night Auditor
Fairfield Inn
San Bernardino, CA
03.2021 - 01.2022
- Acquired in-depth knowledge of surrounding area to offer guests information about dining options, entertainment and shopping activities.
- Greeted visitors and customers upon arrival, assisted with inquiries and provided information to enhance guest experience and retention.
- Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Managed fast-paced front desk operations, ensuring timely and efficient service to meet guests' needs in a busy facility.
- Responded swiftly to room requests and other inquiries made via establishment website, email or phone.
- Managed room inventory and upgraded reservations to balance the house worked closely with the GM to ensure perfect sells.
- Assisted sales in capturing companies checking in and following up with groups with rooming lists, room blocks, and folios for master accounts.
- Organized room assignments for housekeeping staff for all housekeeping in the AM and scheduled guest rooms for service to ensure high GSS.
Night Auditor
Country Inn & Suites
Ontario, CA
04.2019 - 03.2021
- Conducted nightly audits of room occupancy and hotel revenue for accurate financial reporting.
- Executed night audits for guest ledgers, efficiently closing cash registers and resolving discrepancies.
- Performed nightly updates to room charges and rates, including bucket checks.
- Updated customer accounts with add-on charges from minibar use and room service bills.
- Reported financial data while maintaining updated records in ledgers and journals.
- Reconciled account information monthly by comparing figures in the general ledger to bank statements.
- Adhered to security and check-in policies, promptly reporting suspicious activity to supervisor.
Education
General Studies
Riverside City College
Riverside, CA 08.2010 - 08.2012
Skills
- Customer relations and guest services
- Organizational skills
- Multitasking and flexibility
- Stress management and adaptability
- Conflict resolution
- Active listening and interpersonal skills
- Team collaboration
Timeline
Assistant General Manager
TownePlace Suites
12.2024 - Current
Operation Manager
Residence Inn
01.2024 - 12.2024
Guest Services Agent
Courtyard
07.2023 - 01.2024
Manager in Training
Hilton Garden Inn & Homewood Suites
06.2023 - 01.2024
Front Desk Supervisor
Residence Inn
10.2022 - 06.2023
Guest Service Agent
Residence Inn & Staybridge Suites
01.2022 - 07.2022
Guest Service Agent/Night Auditor
Fairfield Inn
03.2021 - 01.2022
Night Auditor
Country Inn & Suites
04.2019 - 03.2021
General Studies
Riverside City College
08.2010 - 08.2012