Rolando Roldan
The Paloma Resort
Palm Springs,CA
13
years of professional experience
Skilled operations manager with a focus on budgeting and cost control. Successfully managed daily operations, improved guest satisfaction, and trained staff to deliver exceptional service, contributing to overall business success.
Work History
Assistant General Manager
1 Year 4 Months- Assisted in daily operations, ensuring smooth front desk and guest services.
- Coordinated staff schedules to optimize service delivery and maintain efficiency.
- Supported management in developing training programs for new hires.
- Handled guest inquiries and resolved issues to enhance customer satisfaction.
- Collaborated with departments to streamline communication and operational processes.
- Monitored inventory levels and assisted in ordering supplies as needed.
- Participated in team meetings to contribute ideas for improving hotel services.
- Maintained cleanliness and organization of common areas to uphold resort standards.
- Motivated, trained, and disciplined employees to maximize performance.
- Collaborated with the General Manager on marketing initiatives to increase brand awareness and drive sales growth.
- Increased customer satisfaction by addressing and resolving concerns in a timely manner.
- Resolved problems promptly to elevate customer approval.
- Oversaw inventory management processes to maintain proper stock levels and minimize spoilage or waste.
- Managed financial aspects of the business, including budgeting, forecasting, and cost control for optimal profitability.
- Ensured compliance with all health department regulations by implementing strict sanitation guidelines throughout the establishment.
- Monitored facility maintenance needs, coordinating repairs and upgrades as necessary to keep operations running smoothly.
- Analyzed customer feedback data to identify areas of improvement and develop solutions.
- Managed team schedule with eye for coverage needs and individual strengths.
- Assisted in the recruitment, hiring, and onboarding process for new employees to build a skilled workforce committed to excellence in service delivery.
- Enforced quality assurance protocols to deliver ideal customer experiences.
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
Front Office Supervisor
2 Years 5 Months- Supervised front desk operations, ensuring seamless guest check-in and check-out processes.
- Trained and mentored new front office staff on customer service protocols and reservation systems.
- Implemented efficient scheduling procedures to optimize staffing levels during peak hours.
- Resolved guest complaints promptly, enhancing overall guest satisfaction and experience.
- Collaborated with housekeeping and maintenance teams to ensure timely room readiness for arrivals.
- Monitored daily operations, identifying areas for process improvements to enhance efficiency.
- Trained new front office staff, ensuring thorough understanding of hotel policies and procedures.
- Enhanced guest satisfaction by efficiently managing front office operations and addressing customer concerns promptly.
- Collaborated with housekeeping and maintenance teams to ensure room availability and quality standards were met.
- Monitored occupancy rates to maximize revenue while maintaining exceptional guest experience.
- Coordinated with other departments to resolve any guest issues promptly, ensuring a seamless guest experience from arrival to departure.
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
Guest Service Manager
7 Months- Managed guest check-in and check-out processes to enhance customer satisfaction.
- Resolved guest inquiries and complaints, ensuring timely and effective solutions.
- Coordinated staff schedules to optimize service levels during peak times.
- Conducted regular training sessions for front desk staff on service protocols.
- Developed relationships with guests to foster loyalty and repeat business.
- Implemented feedback mechanisms to gather guest insights for service improvements.
- Assisted with guest check-in and check-out procedures, confirming that guests reach correct room.
- Resolved guest complaints effectively, demonstrating empathy and problem-solving abilities.
- Monitored staff training, scheduling and shift changes.
- Evaluated employee performance regularly, offering constructive feedback and coaching as needed to improve individual skill sets and overall team effectiveness.
- Created an open communication environment within the team that encouraged idea-sharing and fostered collaboration among colleagues for continuous improvement efforts.
- Reviewed daily bookings, preparing guest rooms prior to arrival.
- Implemented procedures and services to improve hotel services and amenities.
- Assisted with revenue management tasks, contributing to the achievement of budgeted targets.
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
- Implemented successful strategies to increase customer satisfaction.
- Analyzed financial performance of property and adjusted strategies or processes as needed to improve outcomes.
Front Desk Agent
3 Years 2 Months- Managed front desk operations, ensuring seamless guest check-in and check-out experiences.
- Provided exceptional customer service by addressing guest inquiries and resolving issues promptly.
- Coordinated room assignments and facilitated special requests to enhance guest satisfaction.
- Trained new staff on front desk procedures and customer service best practices.
- Implemented efficiency improvements in reservation management using property management systems.
- Oversaw daily cash handling processes, maintaining accuracy in financial transactions.
- Developed and maintained positive relationships with guests, fostering repeat business through personalized service.
- Collected room deposits, fees, and payments.
- Utilized strong organizational skills to manage daily tasks efficiently while maintaining focus on delivering outstanding guest service experiences.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Handled incoming calls professionally, directing inquiries to appropriate personnel as needed.
- Answered multi-line phone system and enthusiastically greeted callers.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Maintained clean and organized front desk areas to uphold polished company image.
Front Desk Agent
1 Year 5 Months- Conducted regular audits of guest accounts to ensure compliance with hotel policies and procedures.
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
- Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
- Resolved guest issues promptly, resulting in positive feedback and return visits.
- Answered customer telephone calls promptly and appropriately handled needs.
- Enhanced guest satisfaction by efficiently managing check-in and check-out processes.
- Facilitated welcoming environment, greeting guests upon arrival.
- Enhanced guest satisfaction by providing timely and courteous front desk service.
Reservation Agent
5 Years 6 Months- Managed high-volume reservation system to ensure seamless guest experiences.
- Coordinated booking processes, enhancing efficiency and reducing potential errors.
- Developed strong rapport with clients, increasing repeat bookings and customer loyalty.
- Led training sessions for new staff on reservation protocols and customer service standards.
- Utilized advanced property management software to optimize room assignments and availability.
- Collaborated with sales team to promote special packages, driving revenue growth through strategic upselling initiatives.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
- Boosted revenue with upselling additional services such as room upgrades, meal plans, and special event bookings.
- Handled billing information over phone.
- Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services, and facilities.
- Worked closely with front desk to achieve full occupancy of property.
- Maintained high levels of efficiency by managing multiple phone lines and email correspondence for reservation requests and adjustments.
- Provided customers with information about availability and pricing.
- Maintained awareness of types of rooms available in different resort locations.
- Reduced booking errors by introducing double-check system before finalizing reservations.
Education
Bachelor of Arts - Journalism And Mass Communication
Associate of Arts - Theater
Skills
Staff management
Inventory control
Operations management
Staff development
Employee relations
Training and development background
Sales forecasting
Customer retention
Sales techniques
Marketing initiatives
Budgeting and cost control
Team leadership strength
Training and development skill
Teamwork and collaboration
Customer service
Staff hiring
Customer service management
Staff training/development
Decision-making
Team leadership
Inventory management
Languages
English
Full Professional
Timeline
Assistant General Manager
The Paloma Resort
04.2025 - CurrentRead More
Guest Service Manager
Palm Mountain Resort & Spa
08.2024 - 03.2025Read More
Front Office Supervisor
The Paloma Resort
02.2023 - 07.2025Read More
Front Desk Agent
Kimpton Hotel Palomar Los Angeles
12.2020 - 02.2024Read More
Front Desk Agent
Holiday Inn West Los Angeles
07.2019 - 12.2020Read More
Reservation Agent
The Beverly Hills Hotel
01.2014 - 07.2019Read More
Los Angeles City College
Associate of Arts from Theater
Read More
Far Eastern University
Bachelor of Arts from Journalism And Mass Communication
Read More