Esperanza Titapas
Detail-oriented and driven Executive Assistant with 10+ years’ experience
enhancing executive productivity and improving business operations. Most recently having supported General Manager, Director of Operations and 6 Executive members. Recognized strengths include prioritizing tasks, exceptional communication, team collaboration and maximizing customer satisfaction. Multitasker with proven ability to creatively think on their feet and manage, research, and resolve issues within limited time constraints. E X E C U T I V E A S S I S T A N T
SKILLS PROFESSIONAL PROFILE
LinkedIn/EsperanzaTitapas
s
Pflugerville, Texas
**********@*****.***
2015-PRESENT
EXECUTIVE ASSISTANT
Renaissance Austin Hotel – Marriott International, Austin, TX
Proactively act as liaison between hotel and VIP clients in the Director's absence.
Managed Outlook calendars, filters incoming calls for General Manager and Director of Operation’s.
Process expense reports and travel arrangements through CONCUR
Prioritizes time sensitive deadlines and consistently anticipates the General Manager and Director of Operation’s needs.
Prepare letters, memos, and other documents using word processing, spreadsheet, database, or presentation software.
Provide administrative support to General Manager and six executive members while maintaining confidentiality of proprietary and protect company assets.
Track and diffuse any guest or hotel challenges escalated to the Executive level.
Responsible for responding to guest customer care issues and guest satisfaction surveys received on the Medallia platform.
Assist the GM with Ownership or Regional visits. Such as, transportation arrangements, making reservations through the hotel Property Management System, set up high VIP amenities, and create regional property visit and budget PowerPoints.
Coordinates donation requests and community engagement.
Managed office inventory by restocking supplies and placing purchase orders to maintain adequate stock levels.
Perform support with Human Resources department for internal and external functions.
Cross-trained in multiple departments and proactive in lending assistance when teamwork is needed.
EXPERIENCE
PROFESSIONAL
Passion for customer satisfaction
Strong attention to detail
Confidentiality
Proactive with strong ability to
multitask in fast paced environment
Responsive and resourceful when
working independently to complete
task efficiently.
TECHNICAL
MS Office (Outlook, Word, Excel,
PowerPoint)
Concur Expense and Travel
Micros
Medallia
Property Management System
EDUCATION
2007-2009
Business Administration in Human
Resources
AUSTIN COMMUNITY COLLEGE
Marriott Certified New Hire Trainer
Texas Alcohol Beverage Commission
Certification (TABC)
Texas Food Handler Certified
ACHIEVEMENTS
2013-2015
FRONT DESK LEAD AND HOTEL OPERATOR
Renaissance Austin Hotel – Marriott International, Austin, TX
Managed Customer needs including: guest check-ins, checkouts, for a 492-room property.
Greeted guests at front desk and engage by making an emotional connection with guests while managing check-in process.
Gained extensive experience in multi-tasking under high-pressure situations.
Answered multiple internal and external calls through switchboard while monitoring and dispatching guest requests to appropriate departments.
Processed all guests checking out ensuring billing accuracy.
Resolved customer problems and complaints by the LEARN process, ensuring exceptional guest experience was maintained. 2008-2013
ROOM SERVICE OPERATOR, HOSTESS AND GOURMET ATTENDANT Renaissance Austin Hotel – Marriott International, Austin, TX
Opening and closing Beverage & Food outlet duties. Efficient and friendly customer service to increase repeat business in competitive environment.
Proper, accurate, cash handling and credit card handling
Managed phone orders, delivered food and drink items from the Room Service menu to guests in a timely manner.
Recorded transactions in Micros System at time of order to prevent delays and ensure guest satisfaction.
Encouraged Team collaboration from all staff members to ensure optimal service for customers.
Managed reservations phone and walk-in, keeping scheduling demands and kitchen output in time to avoid overbooking.
Watched dining area staff to evaluate server loads and calculate accurate wait times.
Executed regular inventory counts and supply audits to monitor shrinkage and generate insights into purchasing decisions. EXPERIENCE (cont.)
Esperanza Titapas, Resume, page 2
Awarded ‘Ambassador of the Month’ in
December 2019
Nominated for Ambassador of the Month
by Managers in various departments
Best Places to Work in Austin, TX
Registered Renaissance Austin Hotel in
Associate Engagement Survey and won
‘Top 3 Best Places to Work in Austin’ by the
Austin American Statesman in 2016, 2018 &
2019.
Front Desk Upgrade Program
Named one of the top leaders to generate
over $14,000 in additional room revenue for
the program in 2015
Perfect Check-In Experience
Achieved 100% score during Brand
Standard Audit in 2014 & 2015
CERTIFICATIONS