Summary
Overview
Work History
Education
Skills
References
Languages
Timeline
Generic

Victoria Luna

Santa Ana,USA

Summary

Highly organized and detail-oriented with experience in hospitality management. Successfully supervised and coordinated operations in high-pressure environments. Committed to providing exceptional customer service and creating a safe, clean, and pleasant environment for guests.

Overview

4
4
years of professional experience

Work History

Human Resources Coordinator

HEI Hotels & Resorts
Costa Mesa , CA
04.2024 - 03.2025
  • Liaised between management and employees by relaying work information, adjustments and grievances.
  • Supported leadership in strategic planning and workforce analysis efforts.
  • Assisted customer service with inbound and outbound calls regarding HR inquiries.
  • Assisted candidates with application processes by answering questions about application, performing background checks, providing I-9 forms and handling drug screening paperwork.
  • Worked with HR department to devise and update policies as needed for corporate accountability and workplace health.
  • Maintained employee files in compliance with applicable legal requirements.
  • Managed recruitment process, from posting job listings to scheduling interviews with candidates.
  • Facilitated dispute resolution between employees or between employees and management.
  • Created staff teams based on employee strengths and made adjustments to promote overall productivity.
  • Coordinated employee benefits programs, including health insurance and retirement plans.
  • Prepared documents for termination processes such as exit interviews and severance packages.
  • Responded to internal inquiries regarding HR policies, procedures, payroll.
  • Launched wellness plans to reduce stress, boost morale and increase productivity.
  • Developed employee orientation and training programs for new hires.
  • Organized employee recognition programs to boost morale among staff members.

Front Office Manager

Hilton
COSTA MESA, CA
02.2023 - 04.2024
  • Promote correct procedures for accounting, credit control, and handling of financial transactions.
  • Prepared forecasts and reports, assisting in the development of the operations budget.
  • Ensured compliance with safety regulations and company policies.
  • Utilized labor management tools to schedule and control labor costs.
  • Coordinate activities with other departments to increase levels of communication and satisfaction.
  • Implemented strategies to increase revenue through upselling services.
  • Analyzed customer feedback data to identify areas of improvement.
  • Provided feedback on employee performance through formal reviews or informal discussions.
  • Implemented training programs for new employees or existing staff members seeking advancement opportunities.
  • Planned and organized staff meetings to discuss new initiatives or changes in policy.

Assistant Housekeeping Manager

Hilton
COSTA MESA, CA
09.2021 - 02.2023
  • Created schedules, shift reports and other business documentation to coordinate housekeeping needs.
  • Ensured compliance with safety regulations and health codes.
  • Assisted in budget preparation related to labor costs, materials and supplies expenses.
  • Hosted daily stand-ups and monthly department meetings reviewing upcoming department and hotel events, guest satisfaction and areas of opportunity.
  • Performed quality control inspections for guest rooms and public areas.
  • Organized team activities to build camaraderie and foster pleasant workplace culture.
  • Negotiated contracts with vendors to secure favorable terms and pricing.
  • Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
  • Sustained safety protocols to support proper and cost-effective equipment and material usage.
  • Collaborated with other departments to coordinate special requests from guests or groups.
  • Ensured compliance with OSHA regulations regarding hazardous materials used in housekeeping operations.

Front Desk Supervisor

Hilton
Santa Ana, CA
01.2021 - 09.2021
  • Maintained accurate records of inventory, supplies, equipment and personnel.
  • Answered questions about company location and hours of operation.
  • Monitored front desk traffic to support customer satisfaction.
  • Handled multi-line phone system and promptly transferred calls.
  • Updated company databases and visitor logs with daily data and incident information.
  • Welcomed on-site visitors and directed to appropriate personnel.
  • Updated client contact information regularly in order to keep accurate records of communications sent out.
  • Handled confidential matters discretely by maintaining strict confidentiality policies.
  • Processed payments received from customers via cash or credit card transactions accurately and efficiently.
  • Provided leadership, and mentoring to newly hired employees to supply knowledge of various company programs.
  • Advised housekeeping staff of rooms vacated and ready for cleaning.
  • Implemented best practices to maximize efficiency at the front desk area.

Education

High School Diploma -

Sadddleback High School
Santa Ana
06.2016

Skills

  • Customer & Employee relations
  • Compliance Management
  • Team building
  • Training and Development
  • Inventory control

References

Benito Benitez, Hilton, General Manager, (714) 476-4991, benito.benitez@hilton.com

Nikki Esposito, HEI Hotels, Manager, (510) 913-6996, Nikki.esposito@gmail.com

Jaqueline Contreras, HEI Hotels, Remote Manager, (949) 630-8520

Languages

Spanish, Fluent

Timeline

Human Resources Coordinator

HEI Hotels & Resorts
04.2024 - 03.2025

Front Office Manager

Hilton
02.2023 - 04.2024

Assistant Housekeeping Manager

Hilton
09.2021 - 02.2023

Front Desk Supervisor

Hilton
01.2021 - 09.2021

High School Diploma -

Sadddleback High School

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Victoria Luna