Vlada Riazanceva Moreno
The Idle Hour
South Lake Tahoe
1
Certification
23
years of professional experience
Results-driven professional with extensive experience in front office operations and team management. Skilled in multitasking and coaching staff to achieve service excellence, contributing to improved guest satisfaction and streamlined processes.
Work History
Front Office Manager
2 Years 3 Months- Managed daily front office operations for a high-volume timeshare resort, ensuring exceptional guest and owner experiences.
- Supervised, coached, and developed front desk and guest services teams to achieve service excellence goals.
- Improved guest satisfaction scores through proactive problem resolution and personalized service initiatives.
- Coordinated check-in and check-out processes, maintaining operational efficiency during peak occupancy periods.
- Handled escalated guest and owner concerns, achieving positive resolutions while protecting brand standards.
- Partnered with HSKP, maintenance, Sales and Resort services departments to ensure seamless resort operations.
- Managed scheduling, payroll, staffing levels, and labor costs while maintaining service quality.
- Conducted performance evaluations, training and onboarding for new team members.
Server
5 Years- Delivered exceptional customer service in fast-paced dining environment.
- Managed multiple tables, ensuring timely service and guest satisfaction.
- Trained new staff on menu knowledge and service standards.
- Collaborated with kitchen team to streamline order accuracy and efficiency.
Guest Services Manager
1 Year 4 Months- Lead daily operations in a fast-paced, high volume customer service environment.
- Supervise, coach and develop teams of 15+ employees to meet performance and service goals.
- Ensure exceptional guest experience by resolving customer concerns quickly and effectively.
- Manage employee scheduling, labor allocation, and staffing needs to support business demands.
- Conduct hiring, onboarding, training and performance evaluations.
- Maintain compliance with company policies, safety regulations, and operational standards.
- Collaborate with multiple departments to improve operational efficiency and service delivery.
- Streamlined check-in/ check-out processes, reducing wait times and improving guest satisfaction ratings.
- Implemented feedback systems to gather guest insights and drive continuous service improvement.
Store Manager
4 Years- Directed all aspects of daily operations fro a high-volume retail store generating over $5 million in annual sales.
- led, coach, and developed a team of 15+ associates and management staff to achieve sales and operational goals.
- Managed store profitability, payroll expenses, labor budgets, and operational costs.
- Recruited, trained, mentored, and retained top talent while building a strong leadership pipeline.
- Monitored and analyzed key business metrics, including sales, conversion rates, inventory, shrink and customer satisfaction.
- Ensured compliance with company policies, safety regulations, and loss prevention procedures.
- Oversaw inventory management, stock replenishment, and merchandise presentation standards.
- Executed company initiatives, promotional programs, and seasonal merchandising strategies.
- Maintained exceptional customer service standards and resolved escalated customer issues effectively.
- Managed financial processes including cash handling, deposits, and store security procedures.
Assistant Store Manager
2 Years 3 Months- Supervised daily operations to ensure optimal store performance and customer satisfaction.
- Trained and mentored team members to enhance productivity and service quality.
- Monitored key performance indicators (KPIs) including sales, conversion rates, payroll and customer satisfaction metrics.
- Oversaw inventory control, stock replenishment, and merchandising execution to maintain store presentation standards.
- Developed staff schedules, ensuring adequate coverage during peak hours for efficient service delivery.
- Managed opening and closing procedures, cash handling, deposits, and store security.
Assistant Front Desk Manager
2 Years 3 Months- Supervised daily front desk operations and ensured exceptional guest service standards.
- Trained and mentored staff on customer service protocols and hotel procedures.
- Implemented efficient check-in/check-out process to enhance guest satisfaction.
- Resolved guest complaints promptly, maintaining levels of customer loyalty.
Assistant Store Manager
7 Years 9 MonthsFront Desk Manager
2 Years 7 Months- Managed front desk operations, ensuring seamless guest check-in and check-out experiences.
- Supervised and trained front desk staff, fostering a collaborative and efficient work environment.
- Resolved guest concerns and escalated issues professionally to maintain customer satisfaction.
- Managed employees schedules, payroll support, and staffing levels to meet business demands.
- Monitored reservations, room inventory, and occupancy levels to maximize revenue opportunities.
- Coordinated with housekeeping and maintenance teams to resolve guest issues promptly and efficiently.
Assistant Front Desk Manager
2 Years 7 Months- Supervised daily front desk operations and ensured exceptional guest service standards.
- Trained and mentored staff on customer service protocols and hotel procedures.
- Implemented efficient check-in/check-out processes to enhance guest satisfaction.
- Resolved guest complaints promptly, maintaining high levels of customer loyalty.
Slot Host Coordinator
3 Years 6 Months- Coordinated guest services and support fro VIP and high-volume casino players
- Assisted Slot Hosts in developing and maintaining relationships with new and existing guests.
- Monitored gaming activities to ensure compliance with state regulations and company policies.
- Coordinated promotional events, driving guest participation and fostering loyalty programs.
- Provided support to guests in navigating the casino floor and resolving inquiries efficiently.
- Collaborated with hotel, food and beverage and casino operations teams to deliver personalized guest experiences.
- Handled confidential player information with professionalism and discretion.
Education
BBA - Business Administration And Management
Skills
Effective multitasking
Customer service
Customer relations
Team management
Operations management
Schedule management
Reservations assistance
Training and coaching
Inventory control
Listening skills
Workflow coordination
Payroll and budgeting
Issue handling
Reservation management
Certification
- Simple manager tools that cure the under-management epidemic
- The six morning habits of high performers.
- Building resilience
- Advice for leaders during a crisis
- Coaching skills for leaders and managers
- Communicating in the language of leadership
- The six biases od decision-making
- How to slow down and be more productive
- Be a better manager by motivating your team
Languages
Lithuanian
Full Professional
Russian
Native or Bilingual
Timeline
Front Office Manager
Holiday Inn Vacation Club
04.2024 - CurrentRead More
Guest Services Manager
Hilton Grand Vacations Club
08.2022 - 12.2023Read More
Server
The Idle Hour
07.2021 - CurrentRead More
Store Manager
PVH Corp.
06.2017 - 06.2021Read More
Assistant Store Manager
PVH Corp.
02.2015 - 05.2017Read More
Assistant Front Desk Manager
Blue Lake Inn
11.2012 - 02.2015Read More
Front Desk Manager
The Big Pines Mountain House
04.2010 - 11.2012Read More
Assistant Front Desk Manager
The Big Pines Mountain House of Tahoe
09.2007 - 04.2010Read More
Assistant Store Manager
PVH Corp.
04.2007 - 01.2015Read More
Slot Host Coordinator
Harrah's & Harveys Lake Tahoe
10.2003 - 04.2007Read More
Vilnius University, International Business School
BBA from Business Administration And Management
Read More