Luz Mary Figueroa
Clermont,FL
Summary
Driven Operational Rooms Division Manager with 5 years of experience in hospitality. Extensive understanding of leadership and team supervision. Dedicated to holding employees to excellent standards of customer service and maintaining relationships with guests.
Overview
6
6
years of professional experience
Work History
Director of Hotel Operations
Holiday Inn and Suites SW Celebration Hotel
06.2021 - Current
- Established and upheld high standards, promoting great customer service and assistance to guests.
- Hired and trained new employees, demonstrating best methods for serving clients and guests.
- Solicited and reviewed guest feedback and promptly resolved complaints.
- Managed day-to-day operations of lodging facility, scheduling staff and overseeing budgets.
- Participated in financial activities such as setting room rates, establishing budgets and allocating funds to departments.
- Created and managed accurate occupancy forecasts and budgets.
Front Office Supervisor/Manager's Assistant
Champions World Resort
01.2020 - 04.2021
- Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
- Reviewed client and staff feedback and made appropriate business adjustments to meet needs and address concerns.
- Dispersed petty cash to employees and collected and managed receipts.
- Created, documented and updated company policies to guide front office personnel in service excellence and industry best practices.
- Oversaw work processes and performed quality control tasks to increase revenue and reduce production times.
- Handled office contracts like leases, utilities and employee agreements.
Guest Services Supervisor/PBX
Holiday Inn Resort and Waterpark
02.2019 - 12.2019
- Collaborated closely with other departments to meet guest needs and provide best possible experience.
- Supported team members by offering constructive feedback and coaching as needed.
- Maintained up-to-date knowledge of products and services offered.
- Maintained high employee satisfaction and performance with hands-on and collaborative style.
- Trained junior team members in customer service strategies and property policies.
Front Desk Supervisor/Night Auditor
Festiva Orlando Resort
11.2018 - 02.2019
- Manage Front Desk Operations: VIP Owners Arrivals, Handle all incoming Reservations/Group Arrivals
- Run Audit at the end of Night
- Balanced hotel accounts and resolved discrepancies.
- Performed nightly updates to room charges and rates.
- Kept accounts in balance and ran daily reports to verify totals.
- Ran daily, weekly and monthly reports to close day and meet objectives.
- Entered and updated sensitive customer information during check-ins and room changes.
Front Desk Receptionist/ Dispatch
ClC Regal Oaks Resort
07.2017 - 11.2018
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
- Answered multi-line phone system and transferred callers to appropriate department or staff member.
- Collected room deposits, fees, and payments.
- Completed data entry and filing to keep records updated for easy retrieval.
- Sorted and delivered mail and packages upon arrival to correct staff members and departments.
- Organized, maintained and updated information in computer databases.
Education
Bachelor of Science - Social Work
Ana G. Mendez University
Orlando, FL07.2025
Skills
- Customer Relationships
- Motivational Leadership
- Effective Customer Service
- Hotel Operations
- Budget Implementation
- Complex Problem-Solving
- Business Documentation
- Administrative Support
- Departmental Management
Additional Information
- Willing to relocate: Anywhere, Authorized to work in the US for any employer
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Director of Hotel Operations
Holiday Inn and Suites SW Celebration Hotel
06.2021 - Current
Front Office Supervisor/Manager's Assistant
Champions World Resort
01.2020 - 04.2021
Guest Services Supervisor/PBX
Holiday Inn Resort and Waterpark
02.2019 - 12.2019
Front Desk Supervisor/Night Auditor
Festiva Orlando Resort
11.2018 - 02.2019
Front Desk Receptionist/ Dispatch
ClC Regal Oaks Resort
07.2017 - 11.2018
Bachelor of Science - Social Work
Ana G. Mendez University
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