Lorena Rios
San Bernardino
Summary
Accomplished and results-driven Restaurant Operations Manager with experience leading daily food and beverage operations, supervising staff, and maintaining high standards of guest satisfaction. Fully bilingual in English and Spanish, utilizing exceptional communication skills to bridge team dynamics, lead diverse staff, and deliver high-touch service to international and domestic guests. Proven track record in managing shift logistics, optimizing staffing levels, and upholding stringent compliance and safety regulations. Ready to bring a professional, culturally adept leadership style to The Ritz-Carlton Rancho Mirage.
Overview
9
9
years of professional experience
Work History
Assistant Manager
Panchos Mexican Restaurant
04.2023 - 05.2026
- Daily Shift Supervision: Oversee comprehensive daily food and beverage operations, ensuring absolute compliance with all organizational policies, service standards, and health procedures.
- Bilingual Team Leadership: Supervise, mentor, and build mutual trust among a diverse team of employees; establish clear daily goals and leverage bilingual skills to ensure seamless communication and execution of tasks.
- Operational Control: Manage staffing levels dynamically across shifts to align with guest volume, ensuring top-tier service delivery while successfully meeting monthly labor and financial objectives.
- Inventory & Supplies: Assist with the systematic ordering of food and beverage stock, cleaning supplies, and uniforms to prevent operational shortages.
- Quality & Cleanliness Assurance: Coordinate strict daily and deep-cleaning programs across all F&B areas; analyze operational trends to recommend and implement continuous improvements.
- Guest Relations & Recovery: Serve as an approachable role model on the floor for guest relations, taking immediate, proactive measures in both English and Spanish to resolve customer concerns and elevate overall satisfaction.
- Performance Monitoring: Review operational feedback, customer comments, and performance metrics with employees to communicate areas needing attention and ensure continuous staff development.
Junior Mortgage Loan Officer
Point Mortgage
08.2020 - 03.2022
- Loan Preparation: Collect, verify, and analyze borrower financial documents (income, credit, and employment details) to prepare complete loan packages.
- Client Communication: Guide potential borrowers through the loan application process, answer product questions, and explain various mortgage programs.
- Pipeline Management: Track and monitor loan statuses, ensuring files are accurate and deficiencies are addressed before reaching underwriting.
- Lead Generation & Sales Support: Make outbound calls to pre-screened leads, schedule appointments, and assist in building referral networks with real estate professionals.
Assistant Manager
Hertz Rent a Car
11.2017 - 08.2019
- Effective management of rental processes and accurately completing contracts and closing them upon return for leisure rentals as well as insurance claim rentals - Achieving individual sales goals and customer service goals.
- Protecting company assets through enforcement of company policies.
- Providing support for the branch's business plan by assisting the location manager with billing issues.
- Processing payments, working with insurance company approvals and communication.
- Handling customers in distress, complaints and needs professionally.
- Explaining the differences in policy specifics and coverages to clients to increase sales revenue.
- Communicating with body shops, insurance companies and other vendors’ accounts.
Education
Bachelor of Arts - Liberal Studies
University of California
Riverside, CA06-2020
Associate of Arts - Liberal Arts
Victor Valley College
Victorville, CA06-2010
Skills
- Fluent in English and Spanish, both written and spoken
- Daily operations and inventory management
- Team Leadership & Training: Staffing level optimization, conflict resolution, performance coaching, and fostering team cooperation
- Guest Relations: Initiative-taking issue resolution, customer satisfaction tracking, and service quality control
- Financial & Administrative Acumen: Budget awareness, labor cost management, and clear team communications
- Compliance & Standards: Implementation of self-inspection programs, health and safety regulations, and cleanliness audits
Languages
English: Native/Fluent
Spanish: Native/Fluent
Timeline
Assistant Manager
Panchos Mexican Restaurant
04.2023 - 05.2026
Junior Mortgage Loan Officer
Point Mortgage
08.2020 - 03.2022
Assistant Manager
Hertz Rent a Car
11.2017 - 08.2019
Associate of Arts - Liberal Arts
Victor Valley College
Bachelor of Arts - Liberal Studies
University of California