Maria Rosales
Las Vegas,Nevada
Summary
Dynamic leader with a proven record at Renaissance Hotel, adept in operations management and team leadership.
Excels in strategic planning and customer relationship management, enhancing operational efficiency, and guest satisfaction. Skilled in conflict resolution and analytical thinking, achieving significant improvements in team performance and customer retention. Innovative individual possesses years of operational and customer service experience. Proven track record of success in driving revenue growth, improving operational efficiency, and delivering excellent customer service. Adept at developing and implementing new strategies to drive profitability and guest satisfaction. Committed to providing a unique and memorable experience for each guest and ensuring the highest level of service satisfaction. Motivated professional with a commitment to top-tier performance. Strong leadership and motivational skills, in addition to a focus on customer satisfaction. Maximize quality assurance through compliance with regulatory guidelines and training initiatives. Unwavering commitment to customer satisfaction, with the ability to build productive relationships, resolve complex issues, and win customer loyalty. Detail-oriented professional experienced in strategic planning, cost optimization, and team leadership. Proven track record of developing successful strategies and managing operations to achieve both short-term and long-term goals. Exceptional problem-solving and communication skills, with the ability to motivate and lead teams to success. Highly organized, proactive, and results-oriented, with experience in financial management, organizational development, and operational excellence. Highly skilled professional with experience in operations, team collaboration, regulatory compliance, and strategic planning. Results-oriented, decisive leader with proven success in implementing effective process improvements. Proven track record of efficiently managing daily operations, developing strategies to increase profitability and customer satisfaction, and ensuring compliance with industry regulations. Experienced in managing budgets, allocating resources, and leading diverse teams. Possesses excellent problem-solving, leadership, and communication skills. Seasoned executive with progressive experience in project oversight and executive leadership. Consistently achieve optimal utilization of staff and operations through process improvement planning, program coordination, and cultivation of strong business relationships. Established track record of creating and implementing programs and long-term business strategies aimed at company growth. High-energy leader of cross-functional teams, successfully aligning customer needs and organizational objectives to ensure optimal operating efficiency. Efficient professional with experience and proven knowledge of team building, branding, and new business development. Results-oriented professional with experience in accelerated growth, business reengineering, and financial restructuring. Frequently praised as hardworking by peers, I can be relied upon to help your team achieve its goals. Communicates clear work expectations and company vision to set and achieve measurable goals in demanding, complex work environments. Proven leader with seasoned ability to inspire teams and capitalize on emerging opportunities to enhance business profile, reputation, and influence.
Hardworking, highly motivated professional eager to lend combined knowledge and skills to enhance business performance. Operates well in both individual and team capacities, leveraging a seasoned work ethic to quickly adapt to different processes and drive company objectives. Resourceful and results-driven, with a passion for growth and efficiency, to meet company needs and increase service value. Reliable worker with excellent communication, time management, and computer skills.
- A driven and detail-oriented individual with a desire to use analytical and problem-solving skills to meet goals. Ambitious individual with strong organizational and multitasking skills, as well as an aptitude for technology. Highly organized and detail-oriented worker, with a drive to exceed expectations. High-energy Front Office Manager brings significant experience and great customer service skills. Enthusiastic, friendly and personable demeanor with knack for organization.
Overview
18
18
years of professional experience
Work History
Front Office Manager
Holiday Inn by IHG
Raleigh, North Carolina
10.2023 - 09.2024
- Pms Opera, Hybrid/Taskforce
- Responsible for managing the daily operations of the front office, including greeting guests, answering phone calls and emails.
- Provided leadership to ensure that all Front Office team members are delivering excellent customer service.
- Ensured compliance with hotel policies and procedures as well as local, state and federal regulations.
- Coordinated with other departments to ensure smooth running of the entire hotel operation.
- Developed and implemented strategies to maximize guest satisfaction and optimize operational efficiency.
- Assisted in recruiting, training, evaluating and developing staff members in order to maintain high standards of performance.
- Monitored front desk operations on a regular basis to identify areas for improvement or corrective action.
- Maintained accurate records of financial transactions such as cashiering activities, credit card charges.
- Managed inventory levels for supplies used at the front desk such as stationary items, key cards.
- Resolved customer complaints promptly and efficiently while maintaining a professional demeanor at all times.
- Ensured proper maintenance of check-in and check-out log books, reservation logs and other related documents.
- Liaised with vendors like housekeeping department, security personnel regarding guest requests or concerns.
- Analyzed daily reports such as occupancy rate report, revenue report, prepared by subordinates.
- Supervised the preparation of guest bills and invoices ensuring accuracy before issuing them to guests.
- Conducted regular meetings with staff members to discuss new initiatives or changes in existing processes.
- Implemented effective strategies to improve customer loyalty programs and enhance sales opportunities.
- Performed administrative tasks such as filing paperwork, preparing reports or updating databases when needed.
- Updated knowledge about current industry trends through research or attending professional development courses.
- Provided support during events held at the hotel premises such as conferences or exhibitions hosted by clients.
- Established strong relationships with corporate clients in order to foster repeat business opportunities.
- Answered phones to respond to customer inquiries and transferred calls to appropriate staff members.
- Created and optimized employee schedules for shift coverage.
- Monitored office inventory to maintain supply levels.
- Reviewed safety, health and sanitation processes throughout areas and enforced rules to promote security and safety.
- Orchestrated staff meetings to maintain open communication and quickly address concerns.
- Assisted with interviewing job applicants by asking appropriate questions and offering insight and feedback.
- Conducted transactions, confirming patient information, and processing according to standard protocol.
- Conducted staff performance evaluations to monitor progress and individual skills.
- Developed administrative team to support corporate growth and objectives.
- Oversaw CRM updates and backups, report generation, and troubleshooting requisition.
- Monitored inventory of front office supplies and placed orders to maintain adequate stock levels.
- Implemented standard operating procedures to improve guest check- and -out process.
- Facilitated staff training programs on customer service, software use, and emergency procedures.
- Coordinated with housekeeping and maintenance departments to ensure rooms are ready for guests.
- Utilized property management systems to manage guest bookings, payments, and other transactions.
- Managed budget for front office department, including forecasting and cost control measures.
- Implemented loyalty programs and promotional offers to retain and attract guests.
- Developed and maintained a positive working environment, fostering team collaboration.
- Oversaw the coordination of VIP guest arrivals, ensuring personalized service and attention.
- Ensured all front office activities complied with legal, regulatory, and company policies.
- Monitored guest satisfaction metrics and developed strategies to improve service quality.
- Handled guest complaints and issues, ensuring satisfactory resolution and guest satisfaction.
- Ensured compliance with health and safety regulations within the front office area.
- Oversaw daily operations of front office, ensuring efficient and effective service delivery.
- Prepared and analyzed front office reports to track performance and identify improvement areas.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Delegated work to staff, setting priorities and goals.
- Reviewed completed work to verify consistency, quality, and conformance.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Analyzed business performance data and forecasted business results for upper management.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Assigned work and monitored performance of project personnel.
Front Office Manager
Omaha by Hilton
Omaha, NE
05.2023 - 07.2023
- Pms OnQ, Hybrid
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Identified needs of customers promptly and efficiently.
- Prioritized and organized tasks to efficiently accomplish service goals.
Front Office Manager
Homewood Suites
Stratford, CT
03.2023 - 05.2023
- Pms OnQ, Hybrid/Taskforce
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Identified needs of customers promptly and efficiently.
- Collaborated closely with team members to achieve project objectives and meet deadlines.
Front Office Manager
Hampton Inn & Suites
Frisco, TX
01.2022 - 08.2022
- Pms OnQ, Hybrid
- Responsible for managing the daily operations of the front office, including greeting guests, answering phone calls and emails.
- Provided leadership to ensure that all Front Office team members are delivering excellent customer service.
- Ensured compliance with hotel policies and procedures as well as local, state and federal regulations.
- Coordinated with other departments to ensure smooth running of the entire hotel operation.
- Developed and implemented strategies to maximize guest satisfaction and optimize operational efficiency.
- Assisted in recruiting, training, evaluating and developing staff members in order to maintain high standards of performance.
Front Desk Manager
Hilton Airport
Kenner, LA
11.2021 - 02.2022
- Pms OnQ, Hybrid
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Worked with cross-functional teams to achieve goals.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Identified needs of customers promptly and efficiently.
- Collaborated closely with team members to achieve project objectives and meet deadlines.
- Assisted with customer requests and answered questions to improve satisfaction.
- Maintained updated knowledge through continuing education and advanced training.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
- Provided support and guidance to colleagues to maintain a collaborative work environment.
- Exceeded customer satisfaction by finding creative solutions to problems.
Front Desk Agent
Hampton Inn by Hilton
Asheville, NC
05.2021 - 10.2021
- Maintained a complete knowledge of hotel features services, hours of operations, room rates, special packages and promotions, daily house count and expected arrivals and departures, and scheduled daily group activities
- Greeted, registered, and assigned rooms to guests
- Issued room key and escorted instructions to bell person or directly to guest as appropriate without announcing room numbers
- Answered inquiries pertaining to hotel services, registration of guests and shopping, dining, entertainment and travel directions
- Kept records of room availability and guests' accounts made confirmed and canceled reservations for guests
- Assisted with Breakfast, and beverages as needed
Assistant General Manager
Country Inn and Suites
Asheville, NC
09.2020 - 10.2021
- Interviewed and recommended candidates for hire in the front desk department
- Participated in the orientation of each new front desk employee, completing the appropriate orientation paperwork
- Coached and counseled employees at the front desk in a positive fashion to produce improved work performance
- Supported agents as needed
- Downloaded all financial reports, including all reports from night audit and reviewed for any discrepancies
- Reviewed all trip advisor, Expedia extranet including booking.com for moments, complaints and respond
- Assisted with breakfast
- Interacted with guests, assisted with prep, of buffet
- Assisted with set up, closing duties
Assistant Front Office Manager
Renaissance Hotel
Asheville, NC
07.2019 - 07.2020
- Answered incoming calls, inquiries and address internal guest requests and monitored emails and other services to ensure that any guest needs are met
- Assisted with luggage storage and helping guests with arranging transportation and completed shift checklist
- Followed all PCI and cash handling SOPS Track Log all lost and found items and maintained a professional and pleasant demeanor
- Greeted all lobby visitors with a genuine smile and warm welcome
- Checked in and checked-out guests confirm guest reservation details
- Assisted with dining room, greet guests, take orders, submit orders
- Assisted with sitting guests, and interact with guests
- Assisted with lounge, and accounts
Food and Beverage Supervisor
Monterey Plaza
Monterey, CA
08.2010 - 05.2014
- Communicated areas that need attention to staff and follows up to verify understanding
- Coordinated cleaning program in all F&B areas identifying trends and making recommendation for improvements
- Created and nurtured a property environment that emphasizes motivation, empowerment, teamwork and passion for providing service
- Stayed readily available approachable for all team members and demonstrates knowledge of the brand specific service culture
Food and Beverage Operations
Corral de Tierra
Corral de Tierra, CA
04.2006 - 01.2010
- Supervised daily F&B shift operation and monitors compliance with all F&B policies, standards, and procedures
- Provided services that are above and beyond for customer satisfaction and retention
- Managed day to day operations, monitors quality, and standards and meets the expectations of the customers on a daily basis
- Assisted with profit and loss revenue spreadsheet daily
Education
AA - CLINICAL PSYCHOLOGY
Monterey Peninsula Community College
Monterey, CA, 9394009.2016
HIGH SCHOOL DIPLOMA -
Seaside High School
Seaside, CA06.1984
Skills
- Quality assurance
- Strategic planning
- Process improvement
- Decision making
- Analytical thinking
- Attention to detail
- Team leadership
- Organizational skills
- Operations management
- Performance evaluation
- Time management
- Staff development
- Human resources
- Policy implementation
- Problem solving
- Customer service
- Conflict resolution
- Business operations knowledge
- Workflow Coordination
- Team leadership expertise
- Employee Scheduling
- Employee Relations
- Training and development background
- Customer Retention
- Process Improvements
- Customer Relationship Management (CRM)
- Staff Management
- Operations Oversight
- Performance Improvement
- Employee Development
- Customer Service Management
- Administrative Management
- Schedule Management
- Problem-Solving
- Active Listening
- Analytical Skills
- Relationship Building
- Decision-Making
- Adaptability and Flexibility
- Revenue Forecasting
- Recruitment
- Team Collaboration
- Special Promotions Planning
- Professionalism
- Written Communication
- Staff hiring
- Desktops, Laptops, and Mobile Devices
- Payroll Administration and Timekeeping
- Team Management
- Oral and writing communication
- Guest Relations
- Administrative Skills
- Expense Reporting
- Schedule Coordination
- Effective Multitasking
- Customer Service
- Employee Supervision
- Operations Management
- Operational Reporting
- Staff Training and Development
- Exceptional customer support
- Customer Relations
- Hospitality services
- Issue handling
- Complaint Handling
- Strong leadership
- Training and coaching
- Conflict Management
- Decision-making capabilities
- Reservations assistance
- Daily shift oversight
Recentassignments
- Holiday Inn by IHG/RDU, 10/17/23, Present, PMS Opera, Hybrid/Taskforce
- Homewood Suites, 03/01/23, 05/01/23, PMS OnQ, Hybrid/Taskforce
- Omaha by Hilton, 05/01/23, 07/01/23, PMS OnQ, Hybrid
- Hampton Inn & Suites, 02/01/22, 07/01/22, PMS OnQ, Hybrid
- Hilton Airport, 11/01/21, 02/01/22, PMS OnQ, Hybrid
Languages
English, Fluent
References
References available upon request
Timeline
Front Office Manager
Holiday Inn by IHG
10.2023 - 09.2024
Front Office Manager
Omaha by Hilton
05.2023 - 07.2023
Front Office Manager
Homewood Suites
03.2023 - 05.2023
Front Office Manager
Hampton Inn & Suites
01.2022 - 08.2022
Front Desk Manager
Hilton Airport
11.2021 - 02.2022
Front Desk Agent
Hampton Inn by Hilton
05.2021 - 10.2021
Assistant General Manager
Country Inn and Suites
09.2020 - 10.2021
Assistant Front Office Manager
Renaissance Hotel
07.2019 - 07.2020
Food and Beverage Supervisor
Monterey Plaza
08.2010 - 05.2014
Food and Beverage Operations
Corral de Tierra
04.2006 - 01.2010
AA - CLINICAL PSYCHOLOGY
Monterey Peninsula Community College
HIGH SCHOOL DIPLOMA -
Seaside High School
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