Norma Oliveros
Hospitality
Oak Forest,IL
Summary
High-energy Hospitality management professional offering proven skills in strengthening operational procedures, enhancing team productivity and streamlining processes. Adaptable in changing environments with strategic decision-making skills. Performance-oriented and hardworking to create approaches to boost long-term business success.
Overview
3
3
years of post-secondary education
13
13
years of professional experience
Work History
ASSISTANT GENERAL MANAGER
Wingate By Wyndham Tinley Park
Tinley Park, IL
03.2015 - 04.2021
- Managed budget implementations, employee reviews, training, schedules and contract negotiations.
- Resolved problems promptly and effectively to elevate customer approval.
- Cultivated performance-based culture based on individual accountability, goal attainment and team achievement.
- Consulted with managers to organize special events and promotions such as trivia nights to bring in new customers.
- Engaged with customers to effectively build rapport and lasting relationships.
- Checked payroll, vendor payments, commissions and other accounting disbursements for accuracy and compliance.
- Investigated and corrected problems with printers, copiers and other peripheral devices.
- Set up hardware and software in optimal configurations to meet network performance requirements.
FRONT OFFICE SUPERVISOR
Essex Inn Chicago
Chicago, IL
04.2012 - 11.2014
- Created, documented and updated company policies to guide front office personnel in service excellence and industry best practices.
- Trained team members on new hotel services and products to support promotional efforts.
- Established and updated work schedules to account for changing staff levels and expected workloads.
- Maintained accurate, current and compliant financial records by monitoring and addressing variances.
GUEST SERVICE AGENT
Doubletree By Hilton Magnificent Mag Mile
Chicago, IL
04.2007 - 04.2011
- Ensure guest satisfaction and revenue optimization through check in, check out and attentive coordination of hotel services for the guests.
- Resolving guest complaints to the satisfaction of the customer; inform supervisor of major problems, complaints, disturbances or unhappy guests.
- Responding to guest requests promptly; provide guests with information such as local attractions and directions to increase satisfaction.
Education
Associates Degree - Accounting
Harry S. Truman College
01.2003 - 01.2006
Skills
Business operations knowledge
undefinedWork Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Manager of the year 2017
Nominated by my Team won CVB manager of the year for 2017.
Timeline
ASSISTANT GENERAL MANAGER
Wingate By Wyndham Tinley Park
03.2015 - 04.2021
FRONT OFFICE SUPERVISOR
Essex Inn Chicago
04.2012 - 11.2014
GUEST SERVICE AGENT
Doubletree By Hilton Magnificent Mag Mile
04.2007 - 04.2011
Associates Degree - Accounting
Harry S. Truman College
01.2003 - 01.2006
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