Liza Empederado
Griffith
Summary
Customer-focused professional with 20+ years guest service experience , excelling in operations management and customer relations. Proven track record in optimizing workflows and enhancing guest satisfaction. Skilled in effective multitasking and training staff, leading to improved service quality and operational efficiency. Committed to fostering positive guest experiences.
Overview
20
20
years of professional experience
Work History
Hotel Front Office Manager
Blue Chip Casino Hotel Spa
08.2022 - 11.2025
- Managed front desk operations, ensuring seamless guest check-in and check-out processes.
- Trained and mentored front office staff to enhance service quality and efficiency.
- Implemented standard operating procedures, improving workflow consistency across the department.
- Coordinated with housekeeping and maintenance to maintain optimal room availability and guest satisfaction.
- Resolved guest complaints promptly, fostering positive relationships and repeat business.
- Conducted regular performance evaluations, providing feedback to improve team productivity.
- Monitored financial transactions at the front desk, ensuring accurate billing procedures and minimizing discrepancies.
- Created weekly schedules for front office staff members to ensure appropriate coverage during peak hours or high demand periods.
- Managed reservation inquiries over phone/email/web platforms effectively ensuring full capacity utilization.
- Managed daily room inventory to maximize occupancy rates and revenue generation.
Slot Supervisor
Blue Chip Casino Hotel Spa
01.2006 - 08.2022
- Supervised daily operations of slot machines ensuring optimal functionality and guest satisfaction.
- Trained and mentored staff on machine handling, customer service, and compliance procedures.
- Monitored machine performance to identify issues, implement repairs, and minimize downtime.
- Collaborated with management to develop strategies for enhancing guest engagement and retention.
- Improved customer satisfaction by addressing concerns and resolving issues promptly and professionally.
- Conducted thorough investigations into any potential instances of fraud, theft, or collusion among guests or staff, ensuring swift and appropriate action was taken.
- Collaborated with other departments such as security, surveillance, cage and food and beverage operations for seamless integration of services offered within the establishment.
Education
Associate of Applied Science - Architectural Drafting
Ivy Tech Community College of Indiana
Gary, IN06-2000
Skills
- Effective multitasking
- Workflow optimization
- Customer service
- Customer relations
- Scheduling and calendar management
- Operations management
- Hospitality services
Languages
Tagalog
Full Professional
Timeline
Hotel Front Office Manager
Blue Chip Casino Hotel Spa
08.2022 - 11.2025
Slot Supervisor
Blue Chip Casino Hotel Spa
01.2006 - 08.2022
Associate of Applied Science - Architectural Drafting
Ivy Tech Community College of Indiana