Susana Maganis -Resendiz
Tracy
Summary
Dynamic Front Office Manager with a proven track record in enhancing guest satisfaction and team performance through effective training and streamlined operations.
Talented Manager with expert team leadership, planning, and organizational skills built during successful career. Smoothly equip employees to independently handle daily functions and meet customer needs. Diligent trainer and mentor with exceptional management abilities and results-driven approach.
Overview
2026
2026
years of professional experience
Work History
Housekeepimh Manager/ Food & Bev Manager
Holoiday Inn Express & Suites
- Led cross-functional teams to streamline operational processes and enhance productivity.
- Developed and implemented strategic initiatives to improve overall business efficiency.
- Mentored junior staff, fostering professional growth and team collaboration.
- Analyzed performance metrics to identify areas for operational improvement and cost reduction.
- Established strong relationships with stakeholders to drive successful project outcomes.
- Coordinated project timelines, ensuring alignment with organizational goals and client expectations.
- Conducted regular training sessions to enhance staff skills and service quality standards.
- Managed and motivated employees to be productive and engaged in work.
- Maintained professional, organized, and safe environment for employees and patrons.
- Accomplished multiple tasks within established timeframes.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Improved safety procedures to create safe working conditions for workers.
- Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
- Managed budget allocations to prioritize spending on high-impact projects, optimizing resource utilization.
- Maximized performance by monitoring daily activities and mentoring team members.
- Controlled costs to keep business operating within budget and increase profits.
Front Office Manager/ AGM
Holiday Inn Express & Suites
03.2005 - Current
- Supervised daily front office operations ensuring seamless guest check-in and check-out processes.
- Trained and mentored front desk staff, enhancing team performance and service quality.
- Implemented standard operating procedures improving efficiency in guest services and communication.
- Managed room inventory and reservations using property management system to optimize occupancy rates.
- Coordinated with housekeeping to ensure timely room availability and cleanliness for incoming guests.
- Resolved guest complaints promptly, maintaining high levels of customer satisfaction and loyalty.
- Created weekly schedules for front office staff members to ensure appropriate coverage during peak hours or high demand periods.
- Monitored financial transactions at the front desk, ensuring accurate billing procedures and minimizing discrepancies.
- Resolved guest complaints professionally, maintaining positive relationships with customers for future business opportunities.
- Reconciled end-of-day reports to determine accurate billing and payment processing.
- Collaborated with housekeeping and maintenance departments to ensure timely room availability and optimal guest experience.
- Coached employees through day-to-day work and complex problems.
- Implemented pre-arrival preparations such as assigning rooms based on specific requirements leading to seamless arrival experiences.
- Managed reservation inquiries over phone/email/web platforms effectively ensuring full capacity utilization.
- Updated guests'' profiles systematically incorporating preferences and feedback for providing personalized experiences during future visits.
- Created, prepared, and delivered reports to various departments.
- Maintained a clean and organized work environment, promoting a professional image of the hotel to guests.
- Streamlined check-in and check-out processes for faster service, resulting in higher guest satisfaction scores.
- Developed procedures to establish accurate and organized check-in and check-out processes.
- Managed room inventory to optimize occupancy rates, adjusting pricing strategies according to market trends.
- Established new guest feedback system to capture insights, leading to tailored service improvements.
Education
Associate of Science - Bachelor of Sceince in Industrial Tech
St. Luis College
Phillipines01-1990
Skills
- Customer service
- Team leadership
- Time management
- Decision-making
- Staff training and development
- Relationship building
Timeline
Front Office Manager/ AGM
Holiday Inn Express & Suites
03.2005 - Current
Housekeepimh Manager/ Food & Bev Manager
Holoiday Inn Express & Suites
Associate of Science - Bachelor of Sceince in Industrial Tech
St. Luis College