Hi, I’m
Miriam G Delgado De Luna
General Manager
San Antonio,TX
The real test is not whether you avoid this failure, because you won’t. It’s whether you let it harden or shame you into inaction, or whether you learn from it; whether you choose to persevere.
Barack Obama
Summary
Helpful professional with drive to provide remarkable guest service. Outgoing personality with dedicated problem-solving and understanding of importance of corporate branding. Excellent team leader consistently achieving and exceeding corporate goals for revenue generation and capacity. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level General Manager position. Ready to help team achieve company goals.
Overview
12
years of professional experience
1
Certification
Work History
Red Roof Inn And Suites
Hotel Manager
07.2021 - 06.2023
Job overview
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
- Hired and trained new employees, demonstrating best methods for serving clients and guests.
- Greeted and assisted guests by gathering information pertaining to reservations or requests.
- Provided exceptional service and assistance to guests upon check-in.
- Oversaw day-to-day operations of 121-room hotel with staff of 17 employees.
- Supervised team of 5 front desk agents and helped to resolve issues arising during shifts.
- Created and managed accurate occupancy forecasts and budgets.
- Solicited and reviewed guest feedback and promptly resolved complaints.
- Implemented successful strategies to increase customer satisfaction.
- Supervised team of 5 front desk agents and helped to resolve issues arising during shifts.
La Quinta Inn & Suites In
Hotel Front Desk Supervisor
07.2018 - 01.2021
Job overview
- Responded to guest inquiries and resolved complaints to establish trust and increase satisfaction.
- Trained staff to provide excellent customer service, apply best practices and comply with procedures.
- Confirmed relevant guest information and payment methods to prevent fraud.
- Collected room deposits, fees, and payments.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Liaised with housekeeping and maintenance staff to address requests and complaints made by guests.
- Oversaw and organized calendar to schedule reservations and monitor cancellations.
- Handled wake-up calls to determine guests receive prompt and reliable wake-up services.
- Hired and trained new employees, demonstrating best methods for serving clients and guests.
Night Audit
LQ by La Quinta
09.2011 - 06.2018
Job overview
- Cultivated warm relationships with regular customers.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Oversaw night auditing of daily room occupancy and hotel revenue.
- Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
- Generated and printed daily financial reports to track hotel performance.
- Looked over pending check-ins and payment processes to complete closing procedures.
- Kept accounts in balance and ran daily reports to verify totals.
- Updated customer accounts with add-on room charges, minibar use, and room service bills.
- Developed and maintained positive relationships with guests for satisfaction.
- Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
- Contacted housekeeping staff and maintenance department to resolve issues with guest rooms.
- Trained new staff members in customer service techniques and hotel operations.
- Enforced policies and procedures to increase efficiency.
Education
Clark High SchoolSan Antonio, TX
Graduated
06.2010
Skills
- Market Growth
- Staff Development
- Staff Training
- Supervision and Training
- Staff Motivation
- Team Leadership
- Administrative Skills
- Customer Service 13 of Experience
- Operations Management
- Problem Resolution
- Communication Skills
- Client Relations
- Staff Management
- Social Media Networking
- Employee Scheduling
- Night Auditing
- Telephone Etiquette
Certification
- CM - Certified Manager Certification
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Hotel Manager
Red Roof Inn And Suites
07.2021 - 06.2023
Hotel Front Desk Supervisor
La Quinta Inn & Suites In
07.2018 - 01.2021
LQ by La Quinta
Night Audit
09.2011 - 06.2018
Clark High School
Graduated
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