Socorro Hope Islas
YERMO,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.
Overview
15
15
years of professional experience
1
1
Certification
Work History
General Manager
Best Western Desert Villa Inn
05.2018 - 09.2023
- Developed and implemented strategies to increase sales and profitability.
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
- Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organizational growth.
- Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures, and technology systems.
- Implemented operational strategies and effectively built customer and employee loyalty.
- Developed and maintained relationships with customers and suppliers through account development.
- Provided thoughtful guidance to personnel in navigating and resolving snags in productivity.
- Provided strategic oversight of marketing and promotional campaigns to keep campaigns aligned with overall goals and objectives.
- Trained new employees on proper protocols and customer service standards.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Interacted well with customers to build connections and nurture relationships.
- Assisted in recruiting, hiring and training of team members.
- Trained and guided team members to maintain high productivity and performance metrics.
Hotel Night Auditor
Best Western Desert Villa
08.2008 - 05.2018
- Performed nightly updates to room charges and rates..
- Responded to guest needs quickly and efficiently, noting changes in reservations or special needs for day crew.
- Completed night audit for guest ledgers to close bank and cash registers, reconciling issues quickly, and marking discrepancies.
- Generated and printed daily financial reports to track hotel performance.
- Collaborated with team members to handle guest requirements from check-in through check-out.
- Followed company security and check-in policies and procedures and reported suspicious activity to supervisor.
- Kept accounts in balance and ran daily reports to verify totals.
- Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Introduced customers to resort amenities with pleasant and helpful demeanor.
- Trained new staff members in customer service techniques and hotel operations.
- Enforced policies and procedures to increase efficiency.
- Stored guest valuables in safe and individual boxes for security.
- Coordinated with vendors for repair and maintenance of hotel.
- Balanced hotel accounts and resolved discrepancies.
- Performed daily inventory for keys and linens and detailed information in audit reports.
Education
High School Diploma -
Barstow High School
Barstow, CA06.1980
Skills
- Process Improvement
- Departmental Operations Management
- Budget Administration
- Safety Protocols
- Client Relations
- Problem Resolution
- Human Resources Leadership
- Sales Team Development
- Safety Assurance
- Food Preparation and Safety
- Team Leadership
- Staff Retention Programs
- Employee Scheduling
- Administrative Skills
- Customer Experience
- Coaching and Mentoring
Certification
Food Handlers
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
General Manager
Best Western Desert Villa Inn
05.2018 - 09.2023
Hotel Night Auditor
Best Western Desert Villa
08.2008 - 05.2018
High School Diploma -
Barstow High School
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