Michelle Cardenas
Hereford,TX
Summary
Highly driven General Manager successful at implementing strategic approaches to drive profitability and sales. Recognized for performance excellence in operations and customer care. Successful at motivating, training and developing team members to drive profitability in highly competitive environment.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Task Manager
Bhavin Hospitality/Ram Hotels
Amarillo, TX
01.2024 - 03.2024
- Developed and implemented comprehensive task management system to ensure timely completion of projects.
- Created and maintained detailed project plans, including task lists and timelines, to monitor progress on tasks.
- Coordinated with team members to assign tasks based on skillset and availability.
- Assisted with hotel ownership transfer
- Trained all staff on company policy and procedures
- Developed and implemented hotel policies and procedures.
- Provided training to staff in customer service, safety, and other topics related to hospitality industry.
- Assigned duties and monitored performance of all employees in the hotel.
- Ensured that guests received prompt, courteous attention throughout their stay.
- Maintained high standards of quality control, hygiene, health and safety.
- Handled guest complaints professionally and efficiently.
- Oversaw daily housekeeping operations to ensure cleanliness of guest rooms and public areas.
- Created a positive work environment for staff by providing guidance, support, recognition and motivation.
- Monitored inventory levels of supplies such as linen, amenities to ensure adequate availability of items at all times.
- Managed budgeting processes including forecasting revenues and expenses for the hotel.
- Negotiated contracts with vendors for services such as food supply or maintenance services.
- Prepared reports on occupancy rates, revenue management and profitability metrics for senior management review.
- Implemented marketing campaigns to promote the hotel's services and facilities among potential customers via print media or social media platforms.
- Developed strategic plans for increasing occupancy rates and improving overall profitability.
- Monitored customer feedback surveys and took appropriate action based on results.
- Resolved conflicts between staff members or guests when necessary.
- Inspected hotel rooms and public spaces to determine cleanliness and need for room updates.
- Handled guest complaints and offered complimentary services for hardship cases.
- Administered new hire paperwork and maintained employee files.
Guest Service Representative
Woodspring Suites
Meridian, ID
07.2023 - 01.2024
- Greeted guests and provided information regarding hotel services, amenities, and local attractions.
- Verified reservations by phone or in person.
- Assisted guests with check-ins and check-outs in a timely manner.
- Provided assistance to guests throughout their stay.
- Resolved guest complaints in a professional manner.
- Processed payments for room charges, taxes, and other incidentals as required.
- Maintained accurate records of all transactions within the hotel software system.
- Answered incoming calls from guests seeking reservations or general information.
- Responded promptly to inquiries regarding availability of rooms and rates.
- Performed daily cashiering duties including balancing accounts at end of shift.
- Organized special requests such as wake up calls, extra pillows, cribs.
- Promoted loyalty programs to encourage repeat business.
- Maintained cleanliness of lobby area and front desk counter.
- Monitored security cameras to ensure safety of customers and staff.
- Handled customer complaints professionally and efficiently.
- Encouraged customers to provide feedback on their stay experiences.
- Ensured compliance with hotel policies and procedures.
- Provided guidance to new team members on how to perform tasks correctly.
- Promoted high level of guest satisfaction through genuine, enthusiastic and friendly interactions.
- Managed customer complaints and rectified issues to complete satisfaction.
Guest Service Agent
Springhill Suites By Marriott
Meridian, ID
10.2023 - 01.2024
- Greeted guests with a friendly and welcoming attitude.
- Answered inquiries about hotel services, facilities and local attractions.
- Registered guests into the computer system accurately and efficiently.
- Processed guest payments quickly and efficiently.
- Provided information regarding room availability and rates to potential customers.
- Assisted in resolving customer complaints in a courteous and professional manner.
- Responded to telephone calls from guests promptly and courteously.
- Maintained an up-to-date knowledge of all hotel services, amenities, promotions, packages and special events.
- Performed check-in, check-out procedures for arriving, departing guests according to established standards.
- Verified accuracy of billing statements before presenting them to guests for payment processing.
- Handled cash transactions accurately while adhering to established accounting practices.
- Ensured that guest rooms were clean, tidy and supplied with necessary items prior to arrival of new guests.
- Provided directions to various locations within the city as requested by guests.
- Made sure that all safety regulations were followed at all times.
- Updated daily records such as occupancy reports, registration cards.
CSR
Norco Medical
Meridian, ID
04.2022 - 07.2023
- Provided customer service support to customers over the phone and by email.
- Handled customer inquiries and complaints in a timely manner.
- Identified customer needs and provided appropriate solutions.
- Processed orders, forms, applications, and requests.
- Researched required information using available resources.
- Followed up with customers to ensure their satisfaction.
- Maintained records of customer interactions, transactions, comments, and complaints.
- Performed account maintenance activities such as updating client information in databases.
CSR - Customer Service Representative
Best Life Dental
Meridian, ID
08.2020 - 04.2023
- Provided customer service support to customers over the phone and by email.
- Assist members make payments, change their dental policies, enroll in new policies, and answer any questions they have about their policy or benefits
- Verified insurance benefits with dental providers, and assist them with any questions about patient claims.
- Handled customer inquiries and complaints in a timely manner.
- Identified customer needs and provided appropriate solutions.
- Processed orders, forms, applications, and requests.
- Researched required information using available resources.
- Followed up with customers to ensure their satisfaction.
- Maintained records of customer interactions, transactions, comments, and complaints.
Sales Manager
Comfort Inn by Choice Hotels
Wichita Falls, TX
11.2019 - 05.2020
- Retaining current business as well as bring in new business.
General Manager
Fairfield Inn & Suites
Wichita Falls, TX
10.2018 - 11.2019
- Established new long term stay clients
- Daily operations for 92 room property including Accounts Payable/Receivable, Sales Front Desk, Night Audit, Payroll, Maintenance, Breakfast, and Housekeeping
- Room Inventory and Maintenance
- Managed an operating budget for 25 employees
- Tracked sales performance
- Assisted with payroll
- Developed strong relations with customers and vendors on behalf of the organization
- Determined staffing and scheduling requirements
- Trained and mentored all staff
- Created an effective orientation program
- Ensured all staff upheld company standards such as Outstanding Customer Service.
General Manager
HOME2 SUITES BY HILTON/RAM HOTELS
12.2014 - 12.2015
- Ordered all opening supplies
- Worked with Hilton one on one to insure hotel was within Hilton standards before hotel opening
- Established new long term stay clients
- Daily operations for 92 room property including Accounts Payable/Receivable, Sales Front Desk, Night Audit, Payroll, Maintenance, Breakfast, and Housekeeping
- Room Inventory and Maintenance.
General Manager
FAIRFIELD INN & SUITES/RAM HOTELS
06.2012 - 12.2014
- Front Desk, Night Audit, Payroll, Maintenance, Breakfast and Housekeeping
- Hiring, Training, Coaching and Counseling team members
- Room Inventory and Rate Maintenance
- Guest Service and Satisfaction
- Maintaining Marriott Brand Standards
- Implementing and Overseeing Product Improvement Plan
- Obtaining new business and maintaining current business.
FRONT DESK MANAGER
HOLIDAY INN WEST MEDICAL CENTER
09.2011 - 06.2012
- In charge of overseeing operations of the front desk
- Responsible for achieving and maintaining high guest service satisfaction scores
- Scheduling of front desk agents while maintaining low labor hours
- Insured guest satisfaction by reviewing all reservations and meeting guests requests.
Education
Some College (No Degree) -
Amarillo College
Amarillo, TXSkills
- Sales
- Account Management
- Data Entry
- Cold Calling
- Night Audit
- Sales Management
- Guest Services
- Management
- Accounts Payable
- Expense Control
- Contract Negotiations
- Financial Administration
- Quality Management
- Workflow Planning
- Branding
- Advertising and marketing
- P&L Management
- Customer Retention
- Operations Oversight
- Business Administration
- Staff Supervision
- Schedule Management
- Vendor Sourcing
- Customer Relationship Management
- Budgeting and cost control
- Purchasing
- Safety assurance
- Problem Resolution
- Staff Management
- Inventory Control
- Staff Development
- Interpersonal Skills
- Training and Development
- Client Relations
- Vendor Negotiations
Certification
- Texas Food Handler, 2015, 2018
- Hilton General Manager, 04/01/15, Present
- Hilton Revenue Manaement, 11/01/15, Present
Accomplishments
WoodspringBhavin
- Fairfield Inn- Wichita Falls Tx
- Awarded Marriott Platinum Silver Award
- Fairfield Inn & Suites-Weslaco, Tx
- Increased staff morale.
- Brought hotel from unsatisfactory Marriott standards to satisfactory Marriott Standards.
- Increased customer satisfaction scores from failing status to required status.
- Improved condition of hotel through implementing and completing major maintenance projects.
- Increased hotel revenue through improving condition of hotel.
- Recovered lost business accounts.
- Increased hotel status on trip advisor.com from #5 to #1.
- Awarded 4 Marriott Awards in 2013
- Awarded Certificate of Excellence award from TripAdvisor in 2013
- Holiday Inn West Medical Center-Amarillo, Tx
- Reached #1 in hotel brand for hotel region and in the world.
- Increased customer service scores from failing status to top status.
- Brought hotel to #1 out or 66 hotels on Tripadvisor.com and helped maintain #1 status for 1 year.
- Earned the IHG branded title of Heartbeat Champion.
Awards
Most Improvement, 2013, Hotel had the most improvement in overall satisfaction scores, guest service, and overall improvement. The hotel was at risk of loosing it's Marriott flag. My staff and I recovered the hotel and were able to keep the Marriott flag.
Timeline
Task Manager
Bhavin Hospitality/Ram Hotels
01.2024 - 03.2024
Guest Service Agent
Springhill Suites By Marriott
10.2023 - 01.2024
Guest Service Representative
Woodspring Suites
07.2023 - 01.2024
CSR
Norco Medical
04.2022 - 07.2023
CSR - Customer Service Representative
Best Life Dental
08.2020 - 04.2023
Sales Manager
Comfort Inn by Choice Hotels
11.2019 - 05.2020
General Manager
Fairfield Inn & Suites
10.2018 - 11.2019
General Manager
HOME2 SUITES BY HILTON/RAM HOTELS
12.2014 - 12.2015
General Manager
FAIRFIELD INN & SUITES/RAM HOTELS
06.2012 - 12.2014
FRONT DESK MANAGER
HOLIDAY INN WEST MEDICAL CENTER
09.2011 - 06.2012
Some College (No Degree) -
Amarillo College
- Texas Food Handler, 2015, 2018
- Hilton General Manager, 04/01/15, Present
- Hilton Revenue Manaement, 11/01/15, Present
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