Manager Front Office

HORTENCIA TISSERA

Albuquerque NM • 505-***-**** • *******.********@*****.***

EXECUTIVE SUMMARY

High-energy Manager successful in building and motivating dynamic teams. Cultivates a company culture in which staff members feel comfortable voicing questions and concerns, as well as contributing new ideas that drive company growth.

CORE QUALIFICATIONS

PROFESSIONAL EXPERIENCE

Executes Effectively

Fosters Customer Focus

Leads by Example

Champions Organizational Learning

Motivates and Inspires Others

Drives Continuous Improvement

Mar 2013 - May 2015 Front Office Manager

Hotel Andaluz

Manage and monitor activities of all employees in the Front Office department making sure they adhere the standards of excellence and to the guidelines set in the employee handbook, hotel policies and procedures, coaching, training and correcting where needed. Maintain a professional and high quality service oriented environment at all times. Act as manager on duty for the hotel, dealing with complaints, problem solving, disturbances, special requests and any other issues that may arise.

Inform all Front Office staff of daily activities, group and VIP arrivals as well as special requests and repeat guests. Check accommodations, making sure any special requests are carried out accordingly, greet guests upon arrival and ensure escort to accommodations if appropriate. Undertake full responsibility for Scheduling and Payroll of the department. Undertake full responsibility for managing operating expenses and purchasing for the department Work closely with the Housekeeping Department to improve guest services and foster cross departmental communication.

Coordinate daily activities with hotel management team on a daily basis. Hold monthly department meetings keeping staff informed of all activities in the hotel, reinforcing Standards of Excellence and promoting a strong team atmosphere and culture. Be aware and able to enforce all fire-life-safety procedures. Remain current in all updates with regards to new procedures and training. Ensure staff is fully trained in emergency procedures. This position is a member of the hotel’s emergency response team.

Oct 2012 - Mar 2013 Food and Beverage Manager

Sheraton Albuquerque Airport Hotel

Assists in the ordering of F&B supplies, cleaning supplies and uniforms. Supervises daily F&B shift operation and ensures compliance with all F&B policies, standards and procedures.

Supports and supervises an effective monthly self inspection program. https://www.visualcv.com/hortencia-tissera

Operates all department equipment as necessary and reports malfunction. Supervises staffing levels to ensure that guest service, operational needs, and financial objective are met.

Encourages and builds mutual trust, respect, and cooperation among team members. Manages all day-to-day operations. Understands employee positions well enough to perform duties in employees' absence.

Develops specific goals and plans to prioritize, organize, and accomplish your work. Ensures and maintains the productivity level of employees. Ensures all team members/ supervisors understand the brand specific philosophy. Assists supervisors in understanding team members ever changing needs and expectations, and how to exceed them.

Celebrates and fosters decisions that result in successes as well as failures. Communicates areas that need attention to staff and follows up to ensure understanding. Coordinates cleaning program in all F&B areas (including General clean), identifying trends and making recommendation for improvements.

Establishes and maintains open, collaborative relationships with employees. Creates and nurtures a property environment that emphasizes motivation, empowerment, teamwork and passion for providing service.

Follows property specific second effort and recovery plan. Stays readily available/ approachable for all team members. Demonstrates knowledge of the brand specific service culture Jun 2004 - Oct 2013 Front Office Manager

Sheraton Albuquerque Airport Hotel

-Participate in the development of business strategies which are aligned with the overall objectives of the hotel: -Help to develop and implement strategies for front office, bell staff, parking, concierge, van service, etc. that support achievement of the hotels goals. -Monitor status regularly and adjusts strategies as appropriate.

Assist the Front Office Manager in the management and operation of the front office and related areas: - Create the first impression by supervising the door, bell, parking, van service, concierge and front office areas. -Develop and implement processes and procedures for assigned departments which support achievement of service and financial goals. -Prepare and analyze reports in order to develop an informative database for decision making and to communicate upcoming business throughout the hotel.

-Create rooms forecast weekly and 30/60/90 days out. -Analyze business forecasts and schedule accordingly. -Ensure front desk handles billing and cash in accordance with hotels standards and Ultima policies/procedures. -Plan and coordinate hotel housing activities by working closely with Sales, Catering, Housekeeping, Maintenance and other departments. -Create guest satisfaction by providing associates with the training and resources they need to maximize associate engagement and deliver exceptional service and teamwork: -Communicate and reinforce the vision for exceptional service to associates. - Ensure that associates provide exceptional genuine hospitality and teamwork on an ongoing basis. -Seek opportunities to improve the guest experience by seeking guest feedback and reviewing management reports and developing strategies to improve department and hotel services. -Provide associates with the tools, training and environment they need to deliver exceptional service and teamwork. -Participate in the development and implementation strategies and practices which support associate engagement: -Assist in the recruitment and selection process to find the best qualified candidates. -Provide associates with the orientation and training needed to understand expectations and perform job responsibilities. - Communicate performance expectations and provide associates with on-going feedback. -Provide associates with coaching and counseling as needed to achieve performance objectives and reach their fullest potential. -Participate in gift shop inventories as necessary (or applicable). -Maintain accurate par levels and inventory of supplies and equipment within the department. -Maintain good working relations with preferred vendors of the hotel and ensure adherence to policies and, all codes and regulations. - Attend all department and hotel meetings as necessary. -Be a leader and a role model to all associates. - Follow Standard Operating Procedures (SOPs) as outlined in the Ultima SOPs. -Performs other tasks as assigned by management. -Perform any other job duties as assigned Candidates most successful in this role will exhibit the following qualities: https://www.visualcv.com/hortencia-tissera

Certifications

SPG Training

Starwood Hotels and Resorts

Explore SPG training, signifying an impressive knowledge of the Starwood Preferred Guest program and a strong commitment to serving and enrolling SPG members Albuquerque Concierge Excellence

Albuquerque Convention & Visitors Bureau

An Expert on the Albuquerque Experience and Customer Service The Sheraton Brand

Starwood Hotels and Resorts

Loyalty Beyond Reason and I make the Difference. I am Sheraton! modules Certified Trainer

Starwood Hotels and Resorts

Sucessfully Completed Rooms University

LEADING THE CULTURE

Starwood Hotels and Resorts

Building a Culture of Accountability, Building a Culture of Trust and Credibility and Building a Culture of Collaboration modules

2009 - Present StarGuest System Training

Starwood Hotels and Resorts

https://www.visualcv.com/hortencia-tissera

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