Saturina Baeza
Pecos,TX
Summary
Dynamic hospitality professional with extensive experience at Hampton By Hilton, excelling in customer service and staff training. Proven track record in optimizing operations and enhancing guest satisfaction through effective problem-solving and budgeting skills. Adept at fostering strong relationships and driving revenue growth while maintaining high standards of service quality.
Overview
33
33
years of professional experience
Work History
Front Desk Manager
Fairfield Inn Marriott
07.2024 - 07.2025
- Assisted guests with check-in and check-out processes, ensuring smooth arrivals and departures.
- Managed front desk operations, maintaining high standards of customer service and satisfaction.
- Coordinated bookings and reservations using property management software to optimize occupancy rates.
- Responded to guest inquiries and concerns promptly, fostering positive relationships and enhancing guest experience.
- Collaborated with housekeeping and maintenance teams to ensure room readiness for incoming guests.
- Trained new staff on front desk procedures and customer service protocols, promoting consistency in service delivery.
- Monitored lobby area for cleanliness and organization, contributing to an inviting atmosphere for guests.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Trained new staff on correct procedures, compliance requirements, and performance strategies.
- Responded to telephone, email and in-person inquiries regarding reservations, hotel information and guest concerns.
- Kept accounts in balance and ran daily reports to verify totals.
- Checked guests in out of hotel, made reservations, and processed payments.
- Oversaw front desk operations with eye for hotel reputation, staff productivity, and operational efficiency.
- Managed team schedules, ensuring adequate staffing levels for optimal front desk operations.
General Manager
Hampton By Hilton
03.2022 - 12.2022
- Oversaw daily hotel operations, ensuring high standards of guest satisfaction and service quality.
- Managed budgeting and financial reporting to optimize revenue and control costs effectively.
- Implemented staff training programs to enhance team performance and operational efficiency.
- Developed marketing strategies to increase brand awareness and attract new guests.
- Streamlined front desk processes, improving check-in/check-out times for enhanced guest experience.
- Analyzed guest feedback to identify areas for improvement in service delivery and amenities.
- Led weekly staff meetings to communicate goals, updates, and promote teamwork within the organization.
- Developed and implemented strategies to increase sales and profitability.
- Cultivated strong relationships with clients, vendors, and partners to ensure long-term success and loyalty.
Store Manager
Allsups Convience Store
07.2020 - 01.2022
- Managed daily store operations, ensuring compliance with safety and health regulations.
- Supervised staff scheduling, optimizing workforce efficiency to meet customer demands.
- Oversaw inventory management, implementing stock control processes to minimize shortages.
- Trained new employees on store policies and customer service protocols, enhancing team performance.
- Maintained store appearance and cleanliness standards, promoting an inviting atmosphere for customers.
- Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
- Managed inventory control, cash control, and store opening and closing procedures.
- Addressed customer complaints promptly and professionally, resolving issues to maintain positive relationships with clientele.
- Assisted with hiring, training and mentoring new staff members.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
General Manager
Road Ranger
01.2015 - 11.2018
- Developed marketing strategies to increase brand awareness and attract new guests.
- Coordinated with vendors to maintain inventory levels and ensure timely supply delivery.
- Led weekly staff meetings to communicate goals, updates, and promote teamwork within the organization.
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
- Cultivated strong relationships with clients, vendors, and partners to ensure long-term success and loyalty.
Store Manager
Seven Eleven
03.2010 - 12.2015
- Analyzed sales trends, adjusting promotions and product placement to drive revenue growth.
- Developed customer loyalty programs, improving repeat business and overall satisfaction rates.
- Resolved customer inquiries and complaints effectively, fostering a positive shopping experience.
- Improved customer satisfaction through staff training in customer service and product knowledge.
- Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
- Completed point of sale opening and closing procedures.
- Mentored new hires during their onboarding process, ensuring they were well-equipped to excel in their roles from day one.
- Rotated merchandise and displays to feature new products and promotions.
- Maximized sales by creating innovative visual merchandising displays and store layouts.
- Approved regular payroll submissions for employees.
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
- Supervised guests at front counter, answering questions regarding products.
- Managed financial aspects of store operations, including budget planning, expense tracking, and accurate record-keeping to maintain fiscal responsibility.
Store Manager
Town Country- Stripes
03.1992 - 06.2007
- Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
- Set effective store schedules based on forecasted customer levels, individual employee knowledge, and service requirements.
- Optimized labor scheduling according to store needs while adhering to budget constraints, maximizing productivity without compromising service quality.
- Increased store profitability by implementing cost-saving measures and efficient inventory management strategies.
- Maintained open lines of communication with corporate headquarters, sharing pertinent information about store performance and requesting support when needed.
- Collaborated with other managers to develop company-wide initiatives aimed at improving overall performance across all locations.
Education
None -
Pecos High School
Pecos, TXSkills
- Customer service
- Check-in and Check-out procedures
- Problem-solving skills
- Problem-solving
- Guest relations
- Customer service expertise
- Hospitality services
- Oral and written communications
- Listening skills
- Hospitality management
- Staff supervision
- Daily reporting
- Shift scheduling
- Customer service management
- Budgeting and finance
- Employee training
- Guest services
- Sales and upselling
- Multi-line phone systems
- Credit and cash payments
- Safety and security procedures
- Payment processing
- Cash handling
Languages
Spanish
Native or Bilingual
Timeline
Front Desk Manager
Fairfield Inn Marriott
07.2024 - 07.2025
General Manager
Hampton By Hilton
03.2022 - 12.2022
Store Manager
Allsups Convience Store
07.2020 - 01.2022
General Manager
Road Ranger
01.2015 - 11.2018
Store Manager
Seven Eleven
03.2010 - 12.2015
Store Manager
Town Country- Stripes
03.1992 - 06.2007
None -
Pecos High School