Linda Olmo
West Palm Beach,FL
Summary
Dynamic hospitality manager with proven success at Holiday Inn Express and Suites, excelling in team leadership and customer service. Expert in daily reporting and training, I enhanced guest experiences and streamlined operations, achieving a significant increase in guest satisfaction. Adept at using Microsoft Excel to analyze performance metrics and drive improvements.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Manager
Holiday Inn Express and Suites
Juno Beach, FL
02.2024 - Current
- Manage the front desk and guest relations for a 108-room hotel using Oracle's OPERA and Concerto software.
- In charge of new hires, training, measuring performance, and scheduling department staff.
- Process daily reports, such as hotel ADR, history forecast, manager daily expense report, trial balance, and reconciliations.
- Resolve issues regarding hotel services, amenities, and IHG memberships.
- Interacting and communicating with guests, providing property specifics, local information, answering questions, and addressing concerns while creating a memorable experience for guests.
- Manage group sales, rooming lists, intake of payments, tax-exempt forms, group contracts, and organized placements of gift baskets for group arrivals.
- Record market, snack bar inventory, and loss, as well as market weekly orders.
- Coordinate with housekeeping staff to ensure all rooms are cleaned and ready on time.
- Manage third-party bookings, and route payment by third-party authorization forms or credit cards.
- Such as (Hotels.com, Expedia, etc.).
- Manage daily audits, run daily transactions, cashier reports, arrivals and departure ledger reports, and all documentation related to the current day's business; submit reports to accounting and the general manager for further action.
- Provide support to the front desk to ensure the quality of check-ins and check-outs, reservations, cancellations, and recognition of IHG members/high-touch guests.
Team Lead
Nation Safe Drivers
Boca Raton, FL
10.2015 - 11.2024
- Total loss claims adjuster (GAP).
- Handled total loss claims for auto vehicles, water sports/boats, and recreational vehicles nationwide.
- Contacted all appropriate parties to gather the supporting documents necessary to settle the claim needs and pay lien holder balances.
- Reviewed contracts for the claim holder to provide correct coverage and payout.
- Performed a thorough investigation, reviewed insurance total loss estimates, reported a summary of the damaged vehicle, reviewed police reports, conducted evaluations, and recorded statements from the claimant.
- Calculated claims and made claim payouts to dealerships and lienholders.
- Managed a call queue of over 300 calls a day, and ensured calls were answered timely, within company needs.
- Monitored calls to improve quality and track operative performance.
- Monitored the call queue to ensure that the SLA (service level agreement) averaged 80% daily.
- Supervised a team of 18 customer service representatives.
- Responsible for training, coaching, tracking, and reporting metrics; provided weekly and monthly reporting results to management.
- Conducted a monthly performance assessment that improved the individuals' KPIs of GAP team members.
School Board Volunteer
James I Gibson Elementary
Henderson, Nevada
09.2010 - 06.2015
- Assisted with fundraising and event coordinating.
- Maintained classroom cleanliness.
- Answered the phones, took messages, and transferred calls for the front desk of the school board.
- Making copies, handing out daily teachers' assignments.
- Stocked school supplies upon arrival.
- Monitored kids' safety at recess time and parent pick-up lines after school.
Sales Representative / Customer Service
National Motor Sales
Las Vegas, NV
10.2007 - 05.2010
- Sales and marketing representative.
- Marketing and advertising of auto vehicles, watercraft, and motorcycles through advertising company partnerships.
- Established strong relationships with customers, leading to a strong base of repeat business.
- Successfully negotiated deals with clients, and provided outstanding customer service.
- Managed and created marketing ads to help service clients with the selling of their vehicle.
- Conducted market research and competitor analysis to identify opportunities in marketing the client's vehicles to obtain the sale.
- Responsible for scheduling test drives and updating ad searches on the web and in the daily newspaper.
- Answered over 80 calls a day.
Sales Representative / Customer Service
Precision Response Corporation
Miami, FL
10.2005 - 06.2007
- Sales agent for DirecTV.
- Responsible for scheduling new customers' TV service accounts.
- I ran credit checks, and upon approval, I took monthly payments for services provided.
- Scheduled field technicians to install TV receivers and internet equipment.
- Provided troubleshooting for equipment failures (connectivity problems, audio and video issues, receiver rebooting).
- Handled over 100 calls a day.
Front Desk Clerk
LaQunita Inn & Suites
Miami, FL
01.2004 - 01.2006
- Responsible for the check-in and check-out process.
- Managed the reservation system, performed bookings, and cancellation requests.
- Answered the telephone for in-house guests and any outside hotel inquiries.
- Processed payments and handled the cashier.
- Handled front desk needs for a 220-room hotel.
- Worked with housekeeping to handle room service requests.
Education
High school diploma -
Miami12.2005
Skills
- Microsoft Word
- Daily reporting
- Customer service
- Team leadership
- Training and coaching
- Microsoft Excel
Certification
Driver's License
Languages
- Spanish, Fluent
- English, Fluent
Languages
Spanish
Full Professional
English
Full Professional
Timeline
Manager
Holiday Inn Express and Suites
02.2024 - Current
Team Lead
Nation Safe Drivers
10.2015 - 11.2024
School Board Volunteer
James I Gibson Elementary
09.2010 - 06.2015
Sales Representative / Customer Service
National Motor Sales
10.2007 - 05.2010
Sales Representative / Customer Service
Precision Response Corporation
10.2005 - 06.2007
Front Desk Clerk
LaQunita Inn & Suites
01.2004 - 01.2006
High school diploma -
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