Lourdes Reyes
Houston
Summary
Hospitality leader directing hotel operations with a focus on front office, housekeeping, and guest services. Enhanced guest satisfaction scores through effective team development and operational excellence, achieving compliance with brand standards while managing operational budgets to drive profitability.
Overview
12
12
years of professional experience
Work History
General Manager
Residence Inn by Marriott
Houston
04.2024 - Current
- Direct daily operations of a 78-room Marriott-branded hotel, overseeing Front Office, Housekeeping, Maintenance, and Guest Services.
- Drove occupancy, ADR, and RevPAR performance through collaboration with revenue management and sales teams.
- Managed labor budgets, payroll, scheduling, and departmental expenses to meet profitability goals.
- Achieved guest satisfaction scores exceeding company targets through employee development and service excellence initiatives.
- Resolved escalated guest concerns and implemented service recovery strategies to enhance brand loyalty.
- Successfully achieved passing Marriott Quality Assurance (QA) inspections for two consecutive years.
- Maintained compliance with Marriott brand standards and quality assurance requirements.
Assistant General Manager
Residence Inn by Marriott
Houston
06.2023 - 04.2024
- Oversaw daily hotel operations and departmental performance to ensure seamless guest experiences.
- Managed guest relations, service recovery, and operational issues to enhance guest satisfaction.
- Lead front office, housekeeping, and guest service teams.
- Coordinated staffing, scheduling, training, and employee development to optimize team effectiveness.
- Ensure compliance with Marriott brand standards and company policies.
Front Desk Agent / Night Auditor
Residence Inn by Marriott
Houston
06.2022 - 06.2023
- Checked guests in and out, delivering exceptional customer service to enhance guest experience.
- Complete nightly audit procedures and balance hotel revenue transactions.
- Process payments and maintain accurate guest accounts.
- Resolve guest concerns and ensure guest satisfaction.
- Managed reservations using property management software efficiently and accurately.
- Assisted with training and onboarding of new employees to enhance team effectiveness.
- Managed inventory and ordered breakfast supplies to ensure availability for guests.
Executive Housekeeper
Residence Inn by Marriott
Houston
12.2022 - 04.2023
- Supervised housekeeping staff, ensuring adherence to high cleanliness standards and efficient operations.
- Maintain cleanliness and quality standards throughout the hotel.
- Inspected guest rooms and public areas to uphold cleanliness and quality standards.
- Coordinate staffing needs and scheduling.
- Work closely with maintenance to ensure timely repairs and room readiness.
- Managed lost and found property, maintaining compliance with company policies and enhancing guest satisfaction.
Account Manager
Alliance Tax Solutions
Houston
06.2021 - 05.2022
- Contacted prospective clients to create new business opportunities and expand client base.
- Consistently meet and exceed weekly and monthly sales goals.
- Managed incoming sales leads and addressed client inquiries to enhance customer engagement.
- Build strong customer relationships and provide tax resolution solutions.
- Acted as main point of contact in matters relating to client concerns and needs.
- Drafted tailored proposals detailing services and benefits to effectively communicate value to prospective clients.
- Developed tailored tax solutions for diverse client needs.
Front Desk Supervisor
The Westin Houston Downtown
Houston
08.2017 - 05.2019
- Supervised front desk and service express operations to ensure efficient service delivery.
- Ensured adherence to luxury service standards.
- Resolved guest complaints and implemented service recovery strategies to enhance guest satisfaction.
- Trained and mentored new team members.
- Increased guest loyalty program enrollments.
- Received incoming calls and coordinated with staff to respond promptly to customer requests.
Service Express Agent
The Westin Houston Downtown
Houston
09.2014 - 08.2017
- Delivered exceptional guest service experiences.
- Responded to guest inquiries and coordinated service requests to enhance guest satisfaction.
- Facilitated reservations and provided hotel information to ensure seamless guest experiences.
- Executed room service orders efficiently to maintain high standards of guest satisfaction.
- Managed coordination of housekeeping and maintenance teams to ensure smooth operations.
Gift Shop Clerk
The Westin Houston Downtown
Houston
06.2014 - 09.2014
- Guided guests through purchases and addressed product inquiries to enhance customer satisfaction.
- Executed sales transactions and ensured accurate cash reconciliation for financial accuracy.
- Oversaw inventory levels and optimized merchandising displays to attract customers.
Education
Associate of Arts -
Houston Community College
06-2018
Skills
- Hotel Operations Management
- Revenue Auditing
- Staff Training & Development
- Guest Relations
- Inventory Management
- Cash Handling
- Sales & Customer Service
- Problem Resolution
- Microsoft Office
- Property Management Systems (PMS)
- Bilingual
Timeline
General Manager
Residence Inn by Marriott
04.2024 - Current
Assistant General Manager
Residence Inn by Marriott
06.2023 - 04.2024
Executive Housekeeper
Residence Inn by Marriott
12.2022 - 04.2023
Front Desk Agent / Night Auditor
Residence Inn by Marriott
06.2022 - 06.2023
Account Manager
Alliance Tax Solutions
06.2021 - 05.2022
Front Desk Supervisor
The Westin Houston Downtown
08.2017 - 05.2019
Service Express Agent
The Westin Houston Downtown
09.2014 - 08.2017
Gift Shop Clerk
The Westin Houston Downtown
06.2014 - 09.2014
Associate of Arts -
Houston Community College