Summary
Overview
Work History
Education
Skills
references
Languages
Affiliations
Certification
Timeline
Generic

Liliana Tellez Rosales

Fullerton,CA

Summary

To deliver optimum standards of service and value to guests while promoting professional development through continuous contribution, dedication and learning. Dedicated as a Customer Service professional with a history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.

Overview

22
22
years of professional experience
1
1
Certification

Work History

General Manager

Hampton Inn
11.2008 - 05.2023
  • Increased overall company efficiency by streamlining operations and implementing innovative managerial strategies.
  • Managed hotel staff, marketing and promotional strategies, business to business transactions, customer relationship management practices, and other vital functions of the business
  • Consistently earned special recognitions and high marks on quality inspections under my leadership
  • Received special acknowledgements from local business and organizations for strong corporate social responsibility practices
  • Oversaw a transition in management and increased customer approval scores (S.A.L.T.) by 30%
  • Possess proficient knowledge of all OnQ Systems (Database Maintenance, OnQ Property Management, OnQ R&I), PEP System, Fosse
  • Possess a complete knowledge of OnQ Insider (Advance Purchase, Brand Standards, Guest Assistance, HSMOT, Hilton Worldwide University, HHonors Reward Stays, Light Stay, OnQ PiM, OnQ Solicitation Management, Delphi System, Quality Assurance, & S.A.L.T.)
  • Knowledgeable of local, state, and federal laws, including licensing, health and safety, employment, and other relevant regulations to ensure business compliance
  • Exercise understanding and coordinate all aspects of human resources regulations, including the entire hiring processes, training and staff development, and workers compensation claims
  • Evaluate and implement continuous quality improvement (CQI) measures and practices
  • Conduct business purchasing and procurement of all hotel supplies, equipment, and materials for all departments, including building contractors and construction materials suppliers during renovation
  • Skillfully plan and oversee work schedules for all departments including Front Desk, Maintenance, Housekeeping, and Breakfast servers
  • Employ problems solving strategies for issues related to staff, guests, and business partners
  • Manage 3rd party reservations (Online Travel Agencies, and F.I.T
  • Stays)
  • Responsible for Accounts Payable/Receivable (create and maintain direct bill accounts)
  • Oversee, coordinate, and monitor complete accommodation process for groups and conference use
  • Oversee all daily Front Desk operations
  • Regularly engage with and serve as hotel representative with guests, local business partners, and corporate liaisons.

Assistant General Manager

Hampton Inn
08.2004 - 11.2008
  • Responsible for the day-to-day operations of busy business hotel for 4 years
  • Managed hotel staff, marketing and promotional strategies, business to business transactions, customer relationship management practices, and other vital functions of the business
  • Consistently earned special recognitions and high marks on quality inspections under my leadership
  • Received special acknowledgements from local business and organizations for strong corporate social responsibility practices
  • Oversaw a transition in management and increased customer approval scores (S.A.L.T.) by 30%
  • Possess proficient knowledge of all OnQ Systems (Database Maintenance, OnQ Property Management, OnQ R&I), PEP System, Fosse
  • Possess a complete knowledge of OnQ Insider (Advance Purchase, Brand Standards, Guest Assistance, HSMOT, Hilton Worldwide University, HHonors Reward Stays, Light Stay, OnQ PiM, OnQ Solicitation Management, Delphi System, Quality Assurance, & S.A.L.T.)
  • Knowledgeable of local, state, and federal laws, including licensing, health and safety, employment, and other relevant regulations to ensure business compliance
  • Exercise understanding and coordinate all aspects of human resources regulations, including the entire hiring processes, training and staff development, and workers compensation claims
  • Evaluate and implement continuous quality improvement (CQI) measures and practices
  • Conduct business purchasing and procurement of all hotel supplies, equipment, and materials for all departments, including building contractors and construction materials suppliers during renovation
  • Skillfully plan and oversee work schedules for all departments including Front Desk, Maintenance, Housekeeping, and Breakfast servers
  • Employ problems solving strategies for issues related to staff, guests, and business partners
  • Manage 3rd party reservations (Online Travel Agencies, and F.I.T
  • Stays)
  • Responsible for Accounts Payable/Receivable (create and maintain direct bill accounts)
  • Oversee, coordinate, and monitor complete accommodation process for groups and conference use
  • Oversee all daily Front Desk operations
  • Regularly engage with and serve as hotel representative with guests, local business partners, and corporate liaisons.
  • Increased customer satisfaction by addressing and resolving concerns in a timely manner.
  • Developed and implemented new operational procedures, streamlining daily tasks and improving overall efficiency.

Front Desk Manager

Hampton Inn & Suites
01.2003 - 01.2004
  • Oversaw Front Desk component of the transition from one franchise to another
  • Responsible for creating and maintaining Front Desk Schedule
  • Ordered all Front Desk supplies
  • Handled all guest complaints and deescalated unhappy guests
  • Booked all group reservations
  • Responsible for end of the day shift balance including gift shop sales
  • Used The Hilton System 21
  • Completed all Front Desk duties: Greeted all guest, provided concierge services, answered all incoming calls, checked guest in/out, booked reservations.

Front Desk Agent

Hampton Inn & Suites
01.2001 - 01.2003
  • Oversaw Front Desk component of the transition from one franchise to another
  • Responsible for creating and maintaining Front Desk Schedule
  • Ordered all Front Desk supplies
  • Handled all guest complaints and deescalated unhappy guests
  • Booked all group reservations
  • Responsible for end of the day shift balance including gift shop sales
  • Used The Hilton System 21
  • Completed all Front Desk duties: Greeted all guest, provided concierge services, answered all incoming calls, checked guest in/out, booked reservations.

Education

General Studies -

Santa Ana College
Santa Ana, CA

Hotels and Restaurants -

ROP 2001 (Internship at Radisson Suites, Santa Ana)

High School Diploma -

Saddleback High School
Santa Ana, CA
06.2001

Skills

  • Proficient with Microsoft Office suite of products (Word, Excel, Outlook, Power Point, Publisher)
  • Able to multi-task
  • Excellent presentational communication and interpersonal skills
  • Goal-oriented and dedicated
  • Resourceful and persistent
  • Work well under pressure and demanding situations
  • Able to work with little or no supervision
  • Team Player
  • 10-key
  • 60 WPM
  • Bilingual (Spanish)

references

Excellent References available upon request.

Languages

Spanish
Native or Bilingual

Affiliations

  • Volunteer work at kids baseball and soccer teams as well as school events.

Certification

CPR and AED Certified

Timeline

General Manager

Hampton Inn
11.2008 - 05.2023

Assistant General Manager

Hampton Inn
08.2004 - 11.2008

Front Desk Manager

Hampton Inn & Suites
01.2003 - 01.2004

Front Desk Agent

Hampton Inn & Suites
01.2001 - 01.2003

General Studies -

Santa Ana College

Hotels and Restaurants -

ROP 2001 (Internship at Radisson Suites, Santa Ana)

High School Diploma -

Saddleback High School

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Liliana Tellez Rosales