Martha Morales is seeking a customer service leadership position with over 15 years of experience in the hospitality industry. She has 5+ years of managerial experience overseeing front office, housekeeping, and maintenance departments as an Operations Manager. She is bilingual in English and Spanish with strong organizational, communication, and problem-solving skills.

1. Martha Morales
7669 Courtney Oaks Dr. Fort Worth, TX
76112
Cell: 915-202-1392 : mimch162@yahoo.com
Professional Summary
Dedicated customer
service leader with
motivation to maintain
customer satisfaction and
contribute to company
success. Highly
enthusiastic with good
organizational skills,
ability to work in a fast-
paced environment with
5+ years in the hospitality
industry and at least 5
years managerial
experience.
Skill Highlights
*Strong organizational skills, clean work environment and project management with deadline focus.
*Able to lead and manage others, motivational leader.
*Scheduling with a budget
*Proficient on ONQ PMS system
*Good Communication Skills
*Bilingual in English and Spanish
*Fast Learner
*Self Motivated, able to work under little supervision and with clear direction.
*Dedicated employee, reliable and willing to go the extra mile.
*Capable of
reading and
understanding company
P&L reports as well as
Budget.
Work Experience
OPERATIONS
MANAGER
March 2012 to present
Hilton Garden Inn Fort
Worth Medical center –
Fort Worth, TX 76104
(817)921-0788
Assisted in opening stages
of the Hotel as a front
Desk Manager
- Assisted in

2. inventorying room
amenities purchases,
assisted in the setup of the
Hotel, trained and hired
new staff as well as
coordinated hotel delivery
inspections.
Trained and developed
front office staff to learn
other ares of the hotel. Was
able to develop staff to
apply for advancement
opportunities.
Proficient in ONQ
property management, to
include advance purchased
reservations postings, day
to day front desk
operations to include night
audit, SALT surveys
responses, profit series
interfacing, Hilton Honors
reservation management as
well as food and beverage
operation management and
ordering of Suite Shop
inventory.
Maintained inventory of
beer, wine, soda, and
miscellaneous purchases
for Front desk.
Assisted in other
departments as needed.
Most importantly with in
the Sales department in
coordinating for arrival of
large group reservations.
Maintained the staff
motivated as well as
accountable for their work
while also maintaining
Guest assistance files.
After a year, was
promoted to Operations
Manager. Overseeing
Housekeeping and
Mainteance deaprtmens.
Responsible to ensuring all
Hotel departments were
QA Hilton compliant. To
include set up of training,
project coordinating and
PM maintenance projects.
Assisted the restaurant
department in maintaining

3. high level of customer
service.
FRONT OFFICE
CLERK
November 2011 to March
2012
Hampton Inn and Suites
Arlington South 817-419-
3700
Worked side by side with
general Manager to raise
SALT scores for the
property.
Maintained a high level of
customer satisfaction
during the scheduled shift,
and acted as Manager on
Duty during PM shifts.
Assisted with laudry
operations when needed
and inventory control of
suite shop.
FRONT OFFICE
MANAGER
February 2009 to October
2011
Chase Suites Hotel – El
Paso, Texas (915)772-
8000
Delivered positive
customer service
experiences and resolved
all customer complaints.
Directed calls to
appropriate individuals
and departments.
Major Job duties
included maintaining
employee files and
schedule while staying
within a month to month
budget. Order
appropriately for food
and beverage department
with in allotted budget.
Interviewed, hired, trained
and managed 8+
employees.
Proficient in all areas of
front office, night audit,

4. and housekeeping
procedures.
Maintained Accounts
receivables current and
updated.
Delegated tasks to clerks
as well as maintain
positive employee morale.
Participated in revenue
management meetings for
the hotel as well as played
a key role in implementing
rates and inventory for the
hotel according to sales
leads and occupancy.
Began as a Front desk
clerk and became a group
reservationist within 4
months of employment.
Trained in major areas if
the Front Desk such as
Credit Card processing,
night audit and proof
reading employee’s
postings/ paper work.
Front Desk Clerk
May 2007 to February
2010
Wingate by Wyndham –
El Paso, TEXAS
(915)772-4088
Processed day to day
paperwork for night
auditor. To include credit
card transactions from
check out rooms and gift
shop revenue.
Complete front office task
such as check in-out
process, attend a 10+ line
phone. Provided customer
service for an average of
60+ calls per day,
answering customer
inquiries, solving
problems, and providing
guests with information, as
well as maintain a
preferred account for
every guest and
proficiently learn the PMS

5. system.
Trained new employees.
Able to work AM, PM and
swing shifts.
Viewed as a dedicated and
punctual employee.
Processed credit card and
cash transactions.
Maintained a Wingate By
Windham Rewards log and
point system for guest as
well as assisted in
enrolling new potential
members.
Followed company
policies as well as became
a valuable member of the
team to promote an
efficient work
environment, while
keeping guests happy.
Server
February 2006 to
September 2009
Landry’s Seafood House
– El Paso, Texas (915)
779-2900
Organized pre-shift
meetings with the rest of
the staff. Worked as a
team member performing
cashier duties, product
assistance and cleaning
while providing excellent
customer service to
diners.
Possessed a great ability
to build sales volume
with in the restaurant.
Viewed as a reliable and
efficient employee.
Became a Server Trainer
within the location, 7
months after beginning
with the company.
Cosmetic Dept.
Associate
November 2005- October
2007

6. Walgreens Pharmacy-El
Paso, Texas
Maintained a fully
stocked section of the
store with cosmetic,
beauty, personal care,
bath and hair products.
Trained to handle
multiple customers at a
time in order to help
build sales volume.
Trusted to conduct
inventory as well as
ordering of new and out
of stock items.
Tasks included re-setting
of the department
according to company
standards as well as
maintain a cash register
and complete credit card
transactions. As an
employee handled guest
complaints which
included exchanges and
or refunds. Received
monthy bonuses
according to sales
volume within the
department.
Developed new efficient
ways to up sell as well as
handle and minimize
shrink through
department.
Volunteer Work
Summer 2010- October
2011
Humaine Society of El
Paso (915) 532-6971
Assist to process
adoption paperwork at
Pets Mart offsite
adoption events.
Trained to understand the
temperament of certain
dog breeds.
Assisted in bathing and
walking dogs of all
breeds and sizes.

7. Participated in
community events such
as the K-9 Classic and
Dog Lovers Fair in order
to promote pet adoptions
and pet care.
Reliable volunteer with
need of no or little
supervision.
Education and Training
University Of Texas- El
Paso
El Paso, TX, US
Health Sciences
Physical Therapy
Attended School from
2002- 2004
Completed Basic courses
to include Business
Communications, English
Literature, and Health
Sciences.
Texas Hotel & Lodging
Association Short Course
Attended in 2009
Was introduced to Hotel
Law and Procedures
within many Departments
of the hotel industry.
Learned to net work within
the Hotel industry as well
as became interested more
in growing with in the
business.
Gained an insight into
other departments within
the Hotel industry to
include F&B operations.
Keywords
HS Diploma, Customer
service, Bilingual, customer
retention, sales, MS Word,
cash handling, data entr

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