Luz Flores
Lyons,IL
Summary
Proven leader in hospitality management, adept at driving profitability and enhancing customer satisfaction. Excelled in staff development and operational efficiency, leveraging skills in project management and KPI analysis. Demonstrated ability to maintain composure under pressure, ensuring high-quality standards and team performance.
Overview
21
21
years of professional experience
Work History
Rooms Operation Manager
Renaissance Schaumburg Convention Center
Schaumburg, IL
08.2023 - Current
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Directed recruitment, hiring, and training of new staff members.
- Developed and implemented strategies to increase customer satisfaction and loyalty.
- Monitored budgets and expenditures to ensure cost-effectiveness while maintaining quality standards.
Rooms Operations Manager
Marriott Suites
Downers Grove, IL, IL
12.2022 - 08.2023
- Revitalized daily staff meetings to identify improvement strategies, discuss policy updates, and facilitate open communication.
- Trained team members to maintain business professionalism through coaching methods of delivery and communication.
- Address and resolve all guest complaints, comments, and concerns, verbally or via email, logging information into GXP.
- Used as a crossover resource in multiple areas within the market (banquets, room service, restaurant, events and shuttle services, housekeeping).
Asst. Rooms Operations Manager
Marriott Suites
Downers Grove, IL
03.2004 - 12.2022
- Developed and maintain operational guidelines for staff.
- Stayed up-to-date with hospitality trends and best practices to improve skills and organizational operations.
- Resolved service-related problems and documented actions in system.
- Helped team members maintain business professionalism by coaching each on methods for delivering exceptional service to every guest.
Education
High School Diploma -
Carl Schurz High School
Chicago, IL03.1989
Skills
- Purchasing and planning
- Profitability and revenue generation
- Schedule preparation
- Payroll Processing
- Staff development
- Key Performance Indicators (KPIs)
- Project Management
Timeline
Rooms Operation Manager
Renaissance Schaumburg Convention Center
08.2023 - Current
Rooms Operations Manager
Marriott Suites
12.2022 - 08.2023
Asst. Rooms Operations Manager
Marriott Suites
03.2004 - 12.2022
High School Diploma -
Carl Schurz High School
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