MARIA ROSALES

PMS Opera, IHG Brand

As an AGM I assisted with GM, and Director of Sales with group resumes, method of payments, and room blocks. In addition, assisted with the Executive housekeeping manager in inspecting rooms making sure rooms were QA ready. Assisted customer service and guests satisfaction.

Assisted with front-desk, sales, room blocks, and group blocks, and meetings.
Assisted with guest complaints and resolutions. Assisted with guest relations.

Experience with PMS ONQ.

Property transitioned to migrating to PMS PEP.

Assisted with front-desk, managed all tax exempts incurred from February 2024 to June 2025.
Assisted with guest complaints and resolutions.

Experience using PMS ONQ

• Assisted with front desk, billing, sales, and training permanent staff.
• Assisted with billing issues, customer, and resolution.
• Assisted with group blocks, provided support, and guidance to colleagues as needed.
• Promote customer satisfaction with impeccable service.
• Ensuring all reservations and departures are set up correctly.

• Assisted with customer requests and answered questions to improve satisfaction.
• Updated and maintained databases with current information.
• Provided support and guidance to colleagues to maintain a collaborative work environment.
• Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.

• Assisted with customer requests and answered questions to improve satisfaction.
• Provided support and guidance to colleagues to maintain a collaborative work environment.
• Prioritized and organized tasks to efficiently accomplish service goals.
• Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
• Completed day-to-day duties accurately and efficiently.
• Worked effectively in team environments to make the workplace more productive.

• Assisted with customer requests and answered questions to improve satisfaction.
• Provided support and guidance to colleagues to maintain a collaborative work environment.
• Completed day-to-day duties accurately and efficiently.
• Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.

• Assisted with customer requests and answered questions to improve satisfaction.
• Recognized by management for providing exceptional customer service.
• Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
• Completed day-to-day duties accurately and efficiently.
• Exceeded customer satisfaction by finding creative solutions to problems.
• Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.

• Completed day-to-day duties accurately and efficiently.
• Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
• Worked effectively in team environments to make the workplace more productive.

• Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
• Handled payment processing and provided customers with receipts and proper bills and change.
• Maintained important files, running reports and delivering updates on occupancy and revenue.
• Resolved customer inquiries and complaints requiring management-level escalation.
• Generated reports detailing daily actions, guest numbers, accounting expenses and income and room service usage.
• Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
• Resolved guest complaints promptly and followed-up to verify restored satisfaction.
• Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
• Mentored new staff on correct procedures, compliance requirements and performance strategies.
• Ensured that all visitors were greeted courteously upon arrival at the office.
• Conducted transactions, confirming patient information, and processing according to standard protocol.
• Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
• Supervised front desk staff, assigned tasks, monitored performance, provided feedback, and conducted disciplinary actions as needed.
• Resolved customer inquiries quickly and efficiently while providing excellent customer service.
• Worked with room service, housekeeping, maintenance and security to meet all guest needs.
• Responded to telephone, email and in-person inquiries regarding reservations, hotel information and guest concerns.
• Received incoming calls and coordinated with staff to fulfill customer requests.
• Developed lasting relationships with guests that built loyalty and drove hotel revenue.
• Provided administrative support to coworkers, taking on additional tasks during high-volume periods.
• Posted room charges for food, liquor and telephone calls based on individual customer actions.
• Managed guest check-in and check-out procedures, reservations and payments.
• Anticipated guests' needs ahead of time and responded to requests efficiently.
• Managed customer complaints and rectified issues to complete satisfaction.
• Reviewed completed work to verify consistency, quality, and conformance.
• Managed tasks and responsibilities for front office employees when the team was understaffed.