1. Empera Moreno
1066 O’Donnell Ave
Sacramento, CA 95838
Emoreno1022@yahoo.com
513-280-2921
ht tp://www.linkedin.com/pub/empera-moreno-genzoli/21/994/a3
Highlights and Qualifications:
Leadership: Able to motivate and guide employees to excellence, using honesty, accountability, and
leading by example.
Client Relations: Able to anticipate customer needs and strive for excellence.
Organization / Performance: Goal oriented with the ability to meet operational deadlines.
Communication: Strong verbal and written skills.
Computers: MS Windows NT / 2000 / XP, 10-Key, Multi-line phone systems, Ani-Telephany,
Siebel, MS Word, Access, Excel Spreadsheets
PBX, Fosse/Marsha
Remco Hotel Software
InnQuest/Roommaster Hotel Software
Micros Food and Beverage System
OnQ
Work Experience:
Night Auditor/Front Desk Agent
5/2012 to 11/2012 to 6/2013 (moved properties)
Hilton Garden Inn Loveland, OH
Hilton Garden Inn Mason, OH
( I was promoted to MOD for the Crowne Plaza Hotel before my move to Charlotte)
 Proficient in administration of applicable property management system.
 Complied with uniform, identification, dress and grooming standards.
 Maintained a friendly and hospitable attitude with guests and coworkers
 Responded quickly and appropriately to emergency situations
 Responded to any guest or security issues according to training.
 Ensured front desk and office (including files) are maintained in clean and organized manner
 Ensured collections, including credit card and direct bill, are executed in accordance with
 Maintained proper control over keys, safe deposits, and all Company and guest property.
 Ensured reservations are accepted according to Company and brand policies.
 Ensured rates are optimized by monitoring competitor occupancy and rates.
 Ensured that occupancy is maximized
 Other duties as assigned supporting guest satisfaction

2.  Balanced and reported on all food and beverage outlets (e.g. restaurants, lounges, banquets,
room service) cash and credit operations to include but not limited to checks, over/short
figures/tally sheets, deposits, counts, house charges, promotional materials, postings, etc. and
reset all registers to ensure accurate, timely information.
 Audited, balanced, posted and reported on the front desk to include but not limited to; room
charges, phone calls, zero balance folios, corrections, adjustments, taxes, disputed charges,
over/short figures, deposits, etc., to ensure accuracy and verify proper cash handling
procedures are followed.
 Audited, balanced and prepared, verified and reported on room information to provide rooms
management with a picture of how they are performing.
 Prepared and inputted statistics and income journal sheets for preparation of daily reports.
 Balanced and closed all bank ticket codes, daily.
 Completed night audit final after insuring all revenues were balanced nightly.
 Performed the duties of a Front Desk Clerk including express checkouts.
Assistant General Manager
6/2010 to 12/2011
Capitol City Hotel, Sacramento/Jai Shri Ram Hospitality Group
 Responsible for the overall success of the hotel, meeting or exceeding planned objectives for
revenue and profit, and ensuring guest satisfaction and product quality standards are met.
 Assists the General Manager to manage all areas of the hotel in accordance with brand
standards to achieve a friendly atmosphere of superior guest service and product quality.
 Provides exemplary performance for staff to follow.
 Manages all sources of revenue including the rooms, housekeeping, food and beverage,
engineering, and other departments. Ensures all departments are profitable and maintain
strong working relationships.
 Performed duties of a Sales and Marketing manager including making marketing calls;
attending community business functions; working with travel agents and direct bill accounts;
and coordinating sales promotions.
 Ordered supplies and equipment as needed and in accordance to company procedures.
 Ensured staff received proper training for each position, including safety training and
standard operating procedures.
 Inspects guests' rooms, public access areas, and outside grounds for cleanliness and
appearance.
 Adhered to all franchise and company procedures and regulations as well as standard
operating procedures.
 Ensures bank deposits are made daily, including weekends and holidays.
 Promotes hotel's policies and philosophies to employees and guests through direct and
indirect interaction.
 Allocates funds, authorizes expenditures and assists General Manager in budget planning
 Produces monthly financial reports and knows at all times where the hotel stands against
budget.
 Manage human resources functions of the hotel by controlling turnover, motivating
employees, focusing on employee development and retention and conducting regular
employee meetings.
 Protects the hotel and its assets through enforcing and maintaining a preventative
maintenance program.

3.  Respond quickly to guest requests in a friendly manner. Follows up to ensure guest
satisfaction.
 Provide a professional image at all times through appearance and dress.
 Follows company policies and procedures and is able to effectively communicate them to
subordinates.
 Ensures hotel is in compliance with all federal, state and local laws, including OSHA, EEOC,
Wage Hour and Health laws.
Front Desk Supervisor/General Manager in Training
10/2009 to 4/2010
Palisade Hotel, Yuba City
 Oversee and supervise all duties performed by all Front Office employees.
 Coach, counsel and discipline employees when necessary, using proper documentation and
proper techniques.
 Ensure that all Front Office employees complete their essential duties before their departure.
 Ensure that all Front Office employees are posted at their stations at posted time.
 Assist with all sick calls or tardiness by finding proper coverage, report to work and stay until
proper coverage can be found.
 Assist with any scheduled shift problems on the night audit shifts.
 Accountable for the proper training and daily monitoring of all service levels provided by
employees to guests and other fellow employees.
 Monitor and maintain proper Front Office operational supplies.
 Accountable for maintaining and monitoring that all employees follow proper cash handling
procedures.
 Ensure proper inventory controls, working with Sales and Reservations to ensure maximum
selling potential and house balance. Ensure accuracy of groups, rooming lists, billing,
amenities, arrivals, etc. Maintain cleanliness and organization of back office, front desk,
lobby and main indoor corridors.
Supervising Night Auditor/ Front Desk Supervisor
5/2007 to 12/2007
Courtyard/ Fairfield Inn/ TownePlace Suites/ Marriott Cal Expo/ Tarsadia
Night Audit:
 Balanced room, restaurant and bar work daily.
 Posted and balanced charges and settlements in a timely and efficient manner. Maintained
files and reset the systems for next day operations.
 Prepared daily Restaurant Revenue Report data by auditing Point of Service tapes/journals to
breakdown revenue, covers, waiters fees, tips paid out and settlements by type and cashier.
 Ran audit reports/journals from the front office system, Point of Service and the computer.
 Made corrections and adjustments and handled all computer problems that might occur
throughout the shift.
 Input into the front office system revenue/expenses/allowances to generate the daily reports
such as the Guest Ledger Summary and the Daily Restaurant Summary.
 Balanced all revenue and settlement accounts nightly, maintained files and reset the system
for next day operations.

4. Front Desk:
 Registered guests in a timely and efficient manner and assigned rooms in a pleasant and
professional manner.
 Made, confirmed, cancelled and modified reservations for guests using the Fosse and Marsha
systems
 Computed bills, collected payments, and made change for guests, insuring a timely and
efficient check in/out.
 Assisted with guest requests in a timely manner.
 Answered inquiries pertaining to hotel services, registration of guests, shopping, dining,
entertainment and travel.
 Transmitted and received messages using equipment such as computer, telephone, TTY, fax
and PBX.
 Maintained accurate record of room inventory at all times, including but not limited to:
printing and review reports (e.g. arrivals, in-house and departures) on a daily basis, logging
guest information into Front Desk communication book, etc.
 Posted charges such as room, food and beverage, and telephone to guest accounts (by hand or
machine).
 Balanced cash bag at open and closing of each shift.
 Responsible for all scheduling of the Night Audit staff, including time off requests, vacation
etc.