Download PDF

Hortencia Tissera

  • Albuquerque NM
  • 505-604-5863


High-energy Manager successful in building and motivating dynamic teams. Cultivates a company culture in which staff members feel comfortable voicing questions and concerns, as well as contributing new ideas that drive company growth.


  • Executes Effectively
  • Fosters Customer Focus
  • Leads by Example
  • Champions Organizational Learning
  • Motivates and Inspires Others
  • Drives Continuous Improvement


Mar 2013May 2015

Front Office Manager

Hotel Andaluz
  • Manage and monitor activities of all employees in the Front Office department making sure they adhere the standards of excellence and to the guidelines set in the employee handbook, hotel policies and procedures, coaching, training and correcting where needed.
  • Maintain a professional and high quality service oriented environment at all times.Act as manager on duty for the hotel, dealing with complaints, problem solving, disturbances, special requests and any other issues that may arise.
  • Inform all Front Office staff of daily activities, group and VIP arrivals as well as special requests and repeat guests. Check accommodations, making sure any special requests are carried out accordingly, greet guests upon arrival and ensure escort to accommodations if appropriate.
  • Undertake full responsibility for Scheduling and Payroll of the department.
  • Undertake full responsibility for managing operating expenses and purchasing for the department
  • Work closely with the Housekeeping Department to improve guest services and foster cross departmental communication.
  • Coordinate daily activities with hotel management team on a daily basis.
  • Hold monthly department meetings keeping staff informed of all activities in the hotel, reinforcing Standards of Excellence and promoting a strong team atmosphere and culture.
  • Be aware and able to enforce all fire-life-safety procedures. Remain current in all updates with regards to new procedures and training. Ensure staff is fully trained in emergency procedures. This position is a member of the hotel’s emergency response team.
Oct 2012Mar 2013

Food and Beverage Manager

Sheraton Albuquerque Airport Hotel
  • Assists in the ordering of F&B supplies, cleaning supplies and uniforms.
  • Supervises daily F&B shift operation and ensures compliance with all F&B policies, standards and procedures.
  • Supports and supervises an effective monthly self inspection program.
  • Operates all department equipment as necessary and reports malfunction.
  • Supervises staffing levels to ensure that guest service, operational needs, and financial objective are met.
  • Encourages and builds mutual trust, respect, and cooperation among team members.
  • Manages all day-to-day operations. Understands employee positions well enough to perform duties in employees' absence.
  • Develops specific goals and plans to prioritize, organize, and accomplish your work.
  • Ensures and maintains the productivity level of employees.
  • Ensures all team members/ supervisors understand the brand specific philosophy.
  • Assists supervisors in understanding team members ever changing needs and expectations, and how to exceed them.
  • Celebrates and fosters decisions that result in successes as well as failures.
  • Communicates areas that need attention to staff and follows up to ensure understanding.
  • Coordinates cleaning program in all F&B areas (including General clean), identifying trends and making recommendation for improvements.
  • Establishes and maintains open, collaborative relationships with employees.
  • Creates and nurtures a property environment that emphasizes motivation, empowerment, teamwork and passion for providing service.
  • Follows property specific second effort and recovery plan.
  • Stays readily available/ approachable for all team members.
  • Demonstrates knowledge of the brand specific service culture
Jun 2004Oct 2013

Front Office Manager

Sheraton Albuquerque Airport Hotel

•Participate in the development of business strategies which are aligned with the overall objectives of the hotel: -Help to develop and implement strategies for front office, bell staff, parking, concierge, van service, etc. that support achievement of the hotels goals.

•Monitor status regularly and adjusts strategies as appropriate.

•Develop and implement processes and procedures for assigned departments which support achievement of service and financial goals.

•Prepare and analyze reports in order to develop an informative database for decision making and to communicate upcoming business throughout the hotel. •Create rooms forecast weekly and 30/60/90 days out. -Analyze business forecasts and schedule accordingly.

•Ensure front desk handles billing and cash in accordance with hotels standards and Ultima policies/procedures.

•Plan and coordinate hotel housing activities by working closely with Sales, Catering, Housekeeping, Maintenance and other departments.

•Create guest satisfaction by providing associates with the training and resources they need to maximize associate engagement and deliver exceptional service and teamwork: -Communicate and reinforce the vision for exceptional service to associates.

•Ensure that associates provide exceptional genuine hospitality and teamwork on an ongoing basis.

•Seek opportunities to improve the guest experience by seeking guest feedback and reviewing management reports and developing strategies to improve department and hotel services. -Provide associates with the tools, training and environment they need to deliver exceptional service and teamwork. -Participate in the development and implementation strategies and practices which support associate engagement: -Assist in the recruitment and selection process to find the best qualified candidates.

-Provide associates with the orientation and training needed to understand expectations and perform job responsibilities. -Communicate performance expectations and provide associates with on-going feedback.

-Provide associates with coaching and counseling as needed to achieve performance objectives and reach their fullest potential. -Participate in gift shop inventories as necessary (or applicable). -Maintain accurate par levels and inventory of supplies and equipment within the department.

Maintain good working relations with preferred vendors of the hotel and ensure adherence to policies and, all codes and regulations.

-Attend all department and hotel meetings as necessary. -Be a leader and a role model to all associates.

-Follow Standard Operating Procedures (SOPs) as outlined in the Ultima SOPs. -Performs other tasks as assigned by management. -Perform any other job duties as assigned
Candidates most successful in this role will exhibit the following qualities:




Starwood Hotels and Resorts

Building a Culture of Accountability, Building a Culture of Trust and Credibility and Building a Culture of Collaboration modules


StarGuest System Training

Starwood Hotels and Resorts

Certified Trainer

Starwood Hotels and Resorts

Sucessfully Completed Rooms University


The Sheraton Brand

Starwood Hotels and Resorts

Loyalty Beyond Reason and I make the Difference.  I am Sheraton! modules


Albuquerque Concierge Excellence

Albuquerque Convention & Visitors Bureau

An Expert on the Albuquerque Experience and Customer Service


SPG Training

Starwood Hotels and Resorts

Explore SPG training, signifying an impressive knowledge of the Starwood Preferred Guest program and a strong commitment to serving and enrolling SPG members