Veronica Torres
Summary
Organized, flexible, and security-conscious hospitality professional with a solid background in administrative operations, customer service, and financial management. Proven history of enhancing guest satisfaction and cultivating brand loyalty by delivering attentive, sincere service to all patrons, including families and VIPs. Thrives in fast-paced, high-stress environments, expertly managing busy reception areas, front desk operations, and multi-line phone systems. Dependable and astute in maintaining strict confidentiality while handling accounting functions, reservations, and sensitive documentation with minimal oversight.
Overview
14
14
years of professional experience
Work History
Front Desk Receptionist
Homewood Suites
Houston, TX
12.2024 - Current
- Answered multi-line telephone with courteous tone to deliver accurate information and resolve inquiries.
- Managed reservations using hotel management software for seamless operations.
- Processed payments accurately at the front desk using POS systems.
- Assisted guests with special requests, ensuring satisfaction during their stay.
- Offered local information and tailored recommendations to enrich guest experiences.
- Monitored visitor access control systems and issued identification badges.
- Prepared daily shift close reports and balanced cash register to accurately reflect transactions.
- Worked with housekeeping and maintenance staff to address and resolve building and room issues.
Front Office Supervisor
The Westin Hotel
The Woodlands, Texas
07.2021 - 09.2025
- Managed daily front office operations to ensure guest satisfaction and efficiency.
- Supervised front desk staff, providing training and support for optimal performance.
- Managed front desk staff schedules according to the occupancy demands of the hotel.
- Developed staff schedules, optimizing coverage during peak times and events.
- Coordinated interdepartmental communication to resolve guest inquiries promptly.
- Resolved conflicts between team members or customers quickly and efficiently.
- Reviewed guest feedback surveys and implemented action plans to enhance guest experience.
- Built strong relationships with corporate clients through proactive communication.
General Manager
Rainbow Shops
Houston, TX
04.2020 - 04.2023
- Partnered with store district manager to devise strategies for maximizing sales and profits.
- Supervised employee activities, enhancing operational efficiency and productivity.
- Optimized group productivity through effective delegation of daily tasks to team members.
- Mentored staff through motivational leadership, developing skills to achieve daily targets.
- Strengthened operational standards by consistently enforcing company policies across departments.
- Scheduled workflows and shift coverage to align with business requirements.
- Achieved inventory accuracy through regular counting and discrepancy reconciliation.
- Implemented inventory control measures, ensuring cost management while meeting demand.
- Managed staff scheduling and coordinated payroll processing, ensuring timely direct deposits and accurate time tracking.
Administrative Clerk
Lux Painting & Construction
Houston, TX
01.2016 - 04.2021
- Organized workflows and coordinated shift coverage to meet business demands efficiently.
- Delegated daily tasks to enhance team productivity and streamline operations.
- Maintained comprehensive employee records for new hires, terminations, salary changes, and tax withholding.
- Enforced company policies to strengthen operational standards across departments.
- Tracked production expenses using software programs, including QuickBooks and Excel.
- Directed employee supervision to align activities with performance improvement goals.
- Collaborated with owner on strategic planning to achieve profit goals.
- Coordinated contractor schedules to ensure timely project execution.
- Visited construction sites to ensure compliance with approved drawings and schedules.
- Performed regular maintenance on the organization's payroll system software.
Front Desk Supervisor
Courtyard by Marriott
Houston, TX
05.2012 - 12.2015
- Directed front desk operations to maintain high reputation and streamline processes.
- Oversaw guest check-in and check-out, facilitating smooth reservations and payments.
- Resolved guest issues promptly, delivering friendly service to boost satisfaction.
- Collaborated with room service, housekeeping, maintenance, and security to meet guest needs.
- Built lasting relationships with guests to foster loyalty and drive hotel revenue.
- Trained new staff on compliance requirements and procedures to ensure consistent service.
- Processed payments, issued accurate receipts and change to enhance customer experience.
- Monitored safety, health, and sanitation processes to enforce compliance with regulations.
Education
High School Diploma -
Lopez Early College High School
Brownsville, TX05-2013
Associate of Arts -
Southern New Hampshire University
Hooksett, NHSkills
- Front desk management
- Room registration
- Check-in processes
- Guest services
- Customer service excellence
- Complaint resolution
- Night audit operations
- Front office operations
- Transaction reconciliation
- Account reconciliation
- Payment processing
- Invoicing practices
- Accounting principles
- Financial reporting
- Ledger management
- QuickBooks proficiency
- Report generation
- Administrative support
- Inventory management
- Payroll management
- Spreadsheet tracking
- Appointment scheduling
- Multi-line phone management
- Staff training
- Time management
- Problem solving
- Confidentiality handling
- Bookkeeping
- Team collaboration
Languages
- English
- Spanish
Timeline
Front Desk Receptionist
Homewood Suites
12.2024 - Current
Front Office Supervisor
The Westin Hotel
07.2021 - 09.2025
General Manager
Rainbow Shops
04.2020 - 04.2023
Administrative Clerk
Lux Painting & Construction
01.2016 - 04.2021
Front Desk Supervisor
Courtyard by Marriott
05.2012 - 12.2015
High School Diploma -
Lopez Early College High School
Associate of Arts -
Southern New Hampshire University