Rola Rizk
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
6
6
years of professional experience
Work History
Operations Manager
Best Western Plus
Valencia, CA
02.2023 - Current
- Assisted the general manager with her day-to-day operations
- Assigned duties to HOD's and observers' performance to ensure adherence to hotel policies and established operating procedures
- Provided training to staff and HOD's
- Acted as the hotel's public relations director and promoted the property within the hotel industry, local community, and trade associations
- Monitored the guest feedback on Trip Advisor, OTAs, etc., as well as hotel GSTS and RSTS surveys
- Received and resolved or assisted the general manager in resolving guest complaints and the service recovery process
- Selected or assisted in selecting hotel staff and completed all new hire paperwork if needed
- Reviewed employee performance and conducted personnel actions such as disciplinary actions
- Maintained accurate records, including cash flows sheet, guest floor limit, AR Ageing reports, Direct billing etc
- Assisted the General Manager during Morning meetings or conducted the morning HOD meetings in the absence of the General Manager
- Adhered to all franchise and company procedures, regulations, and standard operating procedures
- Ensured full compliance with Hotel operating controls, SOP's, policies, procedures, and service standards
- Ensured the objectives and goals of IHG and property owners work together to achieve brand positioning and success
- Build owner loyalty through proactive communication, setting and managing expectations, and delivering solid business results
- Assisted the general manager with key property issues, including capital projects, customer service, and refurbishment
- Assisted General Manager in wage scale surveys and ensured employee wages followed the company and industry salary guidelines
- Performed daily, weekly, and monthly property inspections
- Managed and trained night auditor, bell staff, and front desk agents
- Assisted guests, including handling complaints
- Attended and participated in the regularly scheduled staff, Rooms Division, and Resume meetings
- Employed and demonstrated all Policies and Procedures outlined in the Policy and Procedure Manual
- Communicated guest comments to the General Manager consistently and took necessary action.
Front Desk Supervisor
Best Western Plus
Carpinteria, CA
11.2022 - 02.2023
Front Desk Leader
Holiday Inn Express and Suites
Camarillo, CA
03.2020 - 11.2022
Front Desk Leader
Holiday Inn Express and Suites
Ventura, CA
03.2020 - 11.2022
Front Desk Leader
Holiday Inn Express and Suites
Port Hueneme, CA
03.2020 - 11.2022
Sales Associate
M.Fredric
Ventura, CA
12.2019 - 03.2020
- Answered customer questions
- Greeted customers in a friendly manner
- Communicated with customers over the phone
- Processed customer transactions
- Handled returns and exchanges
- Restocked merchandise
- Organized new merchandise
- Helped ensure customer satisfaction.
Staff/Cashier
Ventura
Ventura, CA
04.2018 - 06.2019
- Took personalized orders, designed all customized orders, sold all sports merchandise, and worked the cash register for all duties
- Recognized for good attendance and working conditions and customer service
- Welcomed customers
- Answered questions
- Assisted customers in finding or ordering merchandise
- Stocked merchandise
- Handled returns and exchanges
- Promptly addressed customer complaints.
Education
Community College in Business -
Ventura College
06.2024
High School -
Buena High School
06.2021
IHG Hotels and Resorts- Merlin Training Program -
Atlanta
06.2020
Skills
- Cleaning Experience
- Microsoft Office
- Computer Skills
- Communication Skills
- Customer Service
- Time Management
- Organizational Skills
- Data Entry
- Retail sales
- Hospitality
- Front Desk
- Phone Etiquette
- Office Management
- P&L Management
- Workflow Optimization
- Health and safety compliance
- Labor Relations
- Operations Oversight
Timeline
Operations Manager
Best Western Plus
02.2023 - Current
Front Desk Supervisor
Best Western Plus
11.2022 - 02.2023
Front Desk Leader
Holiday Inn Express and Suites
03.2020 - 11.2022
Front Desk Leader
Holiday Inn Express and Suites
03.2020 - 11.2022
Front Desk Leader
Holiday Inn Express and Suites
03.2020 - 11.2022
Sales Associate
M.Fredric
12.2019 - 03.2020
Staff/Cashier
Ventura
04.2018 - 06.2019
Community College in Business -
Ventura College
High School -
Buena High School
IHG Hotels and Resorts- Merlin Training Program -
Atlanta