Maria Leija
Muncie,IN
Summary
Hospitality professional in guest services management with strong focus on delivering exceptional experiences and resolving issues efficiently. Known for fostering team collaboration and adapting to changing needs, ensuring smooth operations and guest satisfaction. Skilled in conflict resolution, communication, and multitasking, with knack for building rapport and maintaining high standards. Ready to drive impactful results in dynamic service environment.
Overview
9
9
years of professional experience
Work History
Guest Service Manager
Residence Inn by Marriott
11.2022 - Current
- Direct and manage daily hotel operations across multiple departments, ensuring efficiency, compliance, and exceptional guest service.
- Oversee Front Desk, Housekeeping, Food & Beverage, and Maintenance teams, providing leadership and support.
- Align the team with company's mission, vision, and core values.
- Manage scheduling, timecard and payroll review, and ensure accurate labor tracking for multiple departments.
- Handle accounts payable, accounts receivable, and direct billing, including vendor and supplier relationships to maintain cost efficiency and timely payments.
- Lead hiring, training, onboarding, and performance development for staff across all departments fostering a culture of professionalism.
- Maintain inventory control, order supplies, and implement cost-effective operational practices for improved efficiency, utilizing strong organizational skills.
- Developed and implemented Standard Operating Procedures across all departments to maintain brand consistency and operational excellence.
- Arrange for repairs as needed in all facilities of the hotel.
- Analyze budgets, performance data, and guest feedback to drive service improvements and cost efficiency.
- Support sales by responding to leads, coordinating group bookings, and managing rooming lists.
Guest Service Representative
Good Hospitality Services
02.2021 - 04.2022
- Worked at two hotel properties within the same company, initially at TownePlace Suites by Marriott and later requested to remain with the company following relocation, resulting in transfer to Homewood Suites by Hilton due to strong performance and reliability.
- Adapted quickly to different brand standards and systems, demonstrating flexibility and strong ability to learn new processes.
- Utilized Fosse and OnQ property management systems to process reservations, manage guest profiles, and handle payments accurately.
- Oversaw meeting room bookings at Homewood Suites and set up room layouts based on client needs, including business meetings, training sessions, and special events.
- I oversaw registering guests, scheduling reservations and other data entry. Monitored room availability, selling strategies, discounts and frequent guest program benefits.
Front Desk Receptionist
Holiday Inn Express
07.2020 - 02.2021
- I performed all check-in and check-out tasks. Demonstrated proficiencies in telephone and front-desk reception within a high-volume environment. Maintained a welcoming and friendly manner when interacting with guests.
Customer Service Associate
Walmart
07.2019 - 09.2020
- I ensured that all customers' needs were handled in a time efficient, courteous, and professional manner during high-demand periods, including the COVID-19 pandemic.
- Ensured strict compliance with health and safety protocols.
- I scanned and recorded merchandise transactions into our POS system and collected and recorded payments with credit card, cash, and gift cards.
- Trusted with expanded responsibilities, including managing the Customer Service Counter for returns, exchanges, and complex inquiries.
- Partnered with Loss Prevention to monitor transactions, enforce security protocols, and serve as a female witness during shoplifting investigations and questioning.
- Supported the Layaway Department, assisting customers with account setup, payments, and merchandise management.
- Demonstrated strong problem-solving and multitasking skills, earning recognition for reliability and ability to handle high-pressure situations.
Lead Cashier
Jimmies Dairy Bar
05.2016 - 07.2020
- Started as a cashier in my first job and earned promotion to Team Lead through strong performance and reliability.
- Recognized for professionalism, problem-solving, and maintaining a positive team environment.
- Trained and supervised a team of cashiers, ensuring excellent customer service and efficient front-end operations.
- I cooked, inventoried, cleaned, and managed daily cash handling, register balancing, and adherence to company policies.
- Assisted with scheduling, task delegation, and onboarding of new employees.
Education
Academic Honors Diploma -
Anderson High School
Anderson, IN06.2020
TC Business Administration -
Ivy Tech Community College
Muncie, IN08.2025
Associate of Science -
Ivy Tech Community College of Indiana
Muncie, IN06-2026
Skills
- Computer proficiency, speedy typer, analytical and problem solving, verbal and written communication, organization, attention to detail, data privacy, leadership experience, and people skills
Timeline
Guest Service Manager
Residence Inn by Marriott
11.2022 - Current
Guest Service Representative
Good Hospitality Services
02.2021 - 04.2022
Front Desk Receptionist
Holiday Inn Express
07.2020 - 02.2021
Customer Service Associate
Walmart
07.2019 - 09.2020
Lead Cashier
Jimmies Dairy Bar
05.2016 - 07.2020
Academic Honors Diploma -
Anderson High School
TC Business Administration -
Ivy Tech Community College
Associate of Science -
Ivy Tech Community College of Indiana
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