Rola Rizk
Fillmore,CA
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 the company's success.
Overview
7
7
years of professional experience
Work History
Front Office Manager
Best Western Plus
Carpinteria, California
11.2022 - 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.
- Managed front desk operations and ensured smooth guest check-in processes.
- Trained new employees on customer service standards and hotel procedures.
Operations Manager
Best Western Plus
Valencia, California
05.2023 - 09.2024
- Managed daily operations to ensure smooth hotel functionality.
- Supervised staff to maintain high service quality and guest satisfaction.
- Managed scheduling, training and inventory control.
- Resolved customer complaints in a timely manner while ensuring customer satisfaction remains at optimal levels.
- Built strong operational teams to meet process and production demands.
- Managed staffing needs through recruitment, selection, onboarding and training, disciplinary action as necessary.
- Monitored and improved efficiency of processes, team performance, and customer service.
- Directed operations staff by providing guidance, training, and support in order to meet company objectives.
Front Desk Leader
Holiday Inn Express and Suites
03.2020 - 11.2022
- Received incoming calls and coordinated with staff to fulfill customer requests.
- Managed tasks and responsibilities for front office employees when the team was understaffed.
- Managed guest check-in and check-out procedures, reservations, and payments.
- Oversaw cash and credit card payment transactions at the front desk.
- Managed customer complaints and rectified issues to complete satisfaction.
- Welcomed large volume of guests and improved overall customer service.
Sales Associate
M.Fredric
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
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
BBA - Business Administration And Management
CSU
Northridge, CA05-2027
Community College in Business -
Ventura College
CA06.2024
High School -
Buena High School
CA06.2021
IHG Hotels and Resorts- Merlin Training Program -
Atlanta
GA06.2020
Skills
,,,,,,,,,,,,,,,,,
- Customer service
- Training and development
- Team management
- Guest relations
- Conflict resolution
- Effective planning
- Administrative support
- Administrative skills
- Office management software
- Strong leadership
- Staff management
- Data entry
- Operations management
- Schedule coordination
- Hospitality services
References
References available upon request.
Timeline
Operations Manager
Best Western Plus
05.2023 - 09.2024
Front Office Manager
Best Western Plus
11.2022 - Current
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
BBA - Business Administration And Management
CSU
Community College in Business -
Ventura College
High School -
Buena High School
IHG Hotels and Resorts- Merlin Training Program -
Atlanta
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