This document is a resume for Jasmin Enriquez, who has over 15 years of experience in hospitality as a Front Office Manager and Rooms Division Operations Manager at hotels like the Serrano Hotel in San Francisco and Hyatt Palm Springs. She has a proven track record of increasing guest satisfaction through strong guest focus, service, and operational streamlining. Her resume details her extensive experience overseeing front office and housekeeping operations, staff training, and ensuring policies and procedures are followed to exceed guest expectations.

1. Jasmin Enriquez
935 Douglas Drive, San Leandro, California. 94577
Mobile: 760-641-6169 • E-mail: enriquezjasmin@yahoo.com
Dynamic leader with a career in hospitality as a Front Office Manager/Rooms Division
Operations Manager.
Performance-driven leader with proven experience in world-class hospitality; Highly
motivated professional with extensive experience cultivating guest relat ionships, developing
and executing guest services strategies to exceed top-level objectives. Recognized for
strong guest focus and ability to leverage core strengths to increase guest satisfaction.
GuestSatisfaction Operations Management Personal Leadership
Personalized Service Business Development Operational Streamlining
Guest Relations Branded Programs Training & Development
Serrano Hotel San Francisco • Front Office Manager
Dates of Employment: 03/02/15 to Present
San Francisco, California.
Hyatt Palm Springs • Rooms Division/ Front Office Manager
Dates of Employment: 04/08/04 to 11/17/14
Palm Springs, California.
 Hire and train all Front Desk and Housekeeping staff according to the policies and
procedures.
 Created and introduced supplemental training materials.
 Respond to all Medallia & TripAdvisor Surveys within 24 hours.
 Thorough training and working with the Front Desk and Housekeeping Staff, I am
able to increase the hotels Service Performance Index
 Worked closely with the sales department making sure that all negotiated rates and
groups are kept up to date and that all reservations associated with them are input
correctly.
 Handling all guest relation issues, complaints, concerns, and questions that my staff
feel need my attention.
 Order all office supplies, guest supplies, hotel operating collaterals and “VIP”
supplies, maintain my portion of the monthly checkbook, reconciling invoices, and
negotiating prices for products ordered.
 Scheduling, hiring, disciplinary actions, monthly meetings.
 Work closely with all other department heads and departments to be sure that the
satisfaction of the guests exceeds their expectations at every turn.
 Enforce policies and procedures as outlined in the employee handbook.
 Reviewandcomplete bi-weeklypayroll forfrontdesk andhousekeepingassociates.
OtherPositionsHeldatHyattPalmSprings
 Front Office Agent
 Group ReservationCoordinator/Assistanttothe DORM
- Answerinquiriespertainingtohotel services,registrationof guests, shopping,diningand
entertainment.
- Keepsrecordsof roomavailability,rates,etc.
- Makes,confirmsandcancelsreservations,usuallyovertelephone,fax,orotherreservation
systems.

2. - Performed dutiesof ageneral clerical nature withinthe hotel.
- Setsup groupblocksand package codes.
- Controls andmaintainedinventory.
- Pullsdailypick-upreportsforinternal andcorporate office.
- Communicatesregularlywithsalesofficeinregardstoroominglistsandcut-off dates.
- Keepsaccurate listongroup arrivalswithmatchinggroupcodesandpackage codes
- Fillsinat the FrontDeskwhenneeded.
- Postschargessuch as room,food,liquor,ortelephone,toledger.
- Makes restaurant, transportation,orentertainmentreservation,andarrangesfortours.
- Uses suggestivesellingskillsandcompanysalesprogramstomaximize revenue and
occupancylevels.
- Reportsall necessaryreportingproceduresindocumentingcustomerrequests.
- Contributedasa teammemberinall facetsandposition
- Performdutiesfrom“TASKLIST”on a daily,weekly,monthlyandannual basisif necessary
GROUP MANAGEMENT:
- Take clear and concise writtenmessagesforassignedsalespersonnel.
- Attendpre-conferencemeetingswhenrequested.
- Answercallsand/orcontact clientstofollow uponspecificinformation(roomlist,billing
information,etc.) Follow throughwithreservations,frontdeskandaccountingaccordingly.
- Manage Passkey(DailyRezHuberrorsandcorrectaccordingly).
- Processroominglistandchangeswithin24 hours.
- Load newgroupcontracts in Opera,Passkey,GroupBlock.
- InventoryManagement-Manage pre/postcutoff dates.
- Detail groupresumesandconfirmbilling.
- Routingandgroup detailing.
- AttendResume meetinganddetail grouparrivalsaccordingly.
TRANSIENTRESERVATIONS:
- Reviewcompanyprofilesandupdate if necessary
- Maintainthe additional anddeletionof ratesforlocal volume accounts.
- ReviewTravel AgentCommissionsandprocessevery1st
of eachmonth.
- Manage thirdparty andWholesalerreservationsthroughextranet.
- Manage CHECK ratesand buildnew rate codes
- Detail reservationsmade dailyandaddtracesand alerts.
- Processdeposits,pre-paymentsandcancellationsdaily
 ConventionServicesManager
- Responsible inmeetingwithclientsandorganizationsregardingparticulareventsandsigns
contractual agreement.
- Lead BEO meetingstomeetwithdepartmentheadsforfinal detailsof anyevent.
- Detailedresumespergroupcontract.
- Coordinatedanyfoodandbeverage needof clients.
- Ensure billingdetailsandmethodof paymentsare secured.
- Monitoredeventsandensuredthatfunctionsgoasplanned

3.  Executive Housekeeper
-Oversee anddirectcleaningactivitiesandspecialprojects.
-Trainand workcloselywithstaff usingSTEPSprogram.
-Enforce policiesandproceduresasoutlinedinthe employee handbook.
-Workedcloselywithvendorsforall guestoperatingneeds.
-Maintainedproductivitygoals.
-Managedfloorclosuresfordeepcleaningprojects.
-Managedhousekeepinginventoryandparlevels.
-Reviewandcompletebi-weeklypayroll.
 OPERA – PMS
 E-Flex
 STR
 PASSKEY System
 Delphi
 NOR1
 Synxis
 Revenue Management
 Extranet Portals
 DNET
 Stash Commons
Portal
 HOTSOS
 Guestware
 Itendant
 Epitome
Task Force Experience
February 2012 Rooms Division Manager
Hyatt North Houston
May 2012 Director of Revenue Management
Hyatt North Houston
June 2012 Rooms Division Manager
Hyatt Princeton New Jersey
July 2012 Rooms Division Manager
Hyatt Chicago Magnificent Mile
September 2012 Rooms Division Manager
Hyatt Newport
College of the Holy Spirit
Mendiola, Manila, Philippines
Hotel and Restaurant Management
Bachelor of Science