Luis Murillo

Customer Service & Administrative Professional · San Antonio, TX

(406) 240-1279 · lou@luismurillo.me · Download résumé (PDF)

Bilingual — English & Spanish

For fifteen years my job has been the person in front of me. Eight of those were at the bedside as a certified nursing assistant, licensed in four states and supervising other aides for five. The rest have been at hotel front desks for Hilton, Holiday Inn, and DoubleTree, on an airline ramp, and leading a grocery front end — running teams of up to 20 and helping turn one property's revenue around by 35% in a year. Different uniforms, same work: show up, learn the system, take care of the person in front of you, and leave the shift better than you found it.

Experience

Front Desk Agent

Spark by Hilton (Baywood Hotels) · San Antonio, TX · Mar 2026 – Present

Manage guest check-in and check-out, room assignments, and reservation changes in the property management system.
Resolve guest concerns at the desk, coordinating with housekeeping and maintenance to close issues before departure.
Process payments, post charges, and balance the front desk drawer at the end of each shift.
Support night audit and shift-handoff reporting to keep occupancy and revenue records accurate.

Customer Service Lead

H-E-B · Victoria, TX · Jan 2026 – Mar 2026

Led front-end and service desk partners, assigning registers, breaks, and coverage across shifts.
Trained and onboarded new cashiers and customer service partners on POS systems and service standards.
Handled escalated customer issues and authorized overrides, refunds, and exception transactions.
Monitored front-end cash accountability and reported discrepancies to store leadership.

Cashier

H-E-B · Victoria, TX · Dec 2025 – Jan 2026

Processed sales transactions across cash, card, and electronic payment types with consistent drawer accuracy.
Maintained front-end throughput during peak hours while holding to service and bagging standards.
Completed end-of-shift balancing and handed off register counts to front-end leadership.

Customer Service Representative

H-E-B · Victoria, TX · Sep 2025 – Dec 2025

Assisted customers at the service desk with returns, exchanges, money services, and account inquiries.
Resolved customer concerns at the point of contact, escalating only when store policy required.
Balanced service desk transactions and maintained accurate cash and money order records.

Ramp Agent

SkyWest Airlines · Victoria, TX · Sep 2025 – Mar 2026

Loaded, unloaded, and sorted baggage and cargo for regional flights to meet on-time departure requirements.
Marshaled aircraft and operated ground support equipment in accordance with FAA and airline safety procedures.
Coordinated with flight crews and gate agents on load information, weight distribution, and turn times.
Maintained ramp safety standards including PPE compliance, foreign object debris checks, and adverse weather protocols.
Held an active SIDA badge for secured-area airport access following a TSA background check.

Front Office Manager

Rise Management · Victoria, TX · Aug 2023 – Mar 2025

Directed front office operations, supervising guest service agents across all shifts.
Scheduled, trained, and evaluated front desk staff to maintain full coverage and consistent service standards.
Managed guest recovery and escalated complaints, protecting satisfaction scores and repeat business.
Oversaw daily reporting on occupancy, rate, and shift balancing for ownership review.

Assistant Manager

Dollar General · Victoria, TX · Mar 2023 – Aug 2023

Supported store management in daily operations, including opening, closing, and cash office procedures.
Supervised and scheduled store associates, coaching on service and register accuracy.
Managed inventory control, stocking, and planogram resets to maintain shelf availability.
Enforced loss prevention and safety procedures across the sales floor and stockroom.

Assistant Director of Front Office Operations

Hilton Portland Downtown · Portland, OR · Sep 2022 – Mar 2023

Assisted in directing front office operations for a large downtown full-service property.
Supervised front desk, bell, and guest services teams, managing scheduling and shift coverage.
Partnered with revenue and housekeeping leadership on room inventory, upgrades, and overbooking scenarios.
Handled escalated guest recovery and coached agents on service recovery standards.

Assistant General Manager

South Texas Hospitality DoubleTree · Corpus Christi, TX · Nov 2021 – Sep 2022

Analyzed sales and labor numbers daily, enabling decisive forecasting and improving operational efficiency.
Balanced cash drawers and safes at the end of each shift, ensuring 100% accuracy in financial reporting.
Cultivated a performance-based culture by promoting individual accountability and achieving team goals.
Collaborated with management to meet training and sales goals, resulting in improved team performance.
Interviewed and hired new team members, delivering orientation and scheduling trainings to accelerate onboarding.

Director of Operations

ROTX Associates Holiday Inn Express · Rockport, TX · Oct 2020 – Nov 2021

Played a key role in turning around the business and growing revenue by 35% YOY through innovative guest satisfaction strategies.
Evaluated daily, weekly, and yearly sales and labor numbers to improve overall restaurant profitability.
Identified areas of opportunity in P&L management, leading to cost reduction initiatives.
Implemented par levels on order guides, minimizing waste and lowering food costs by 10%.
Led staff through implementation of new scheduling and financial analytics software, increasing efficiency.

Assistant Front Office Manager

Missoula Hospitality Holiday Inn · Missoula, MT · Sep 2019 – Oct 2020

Supervised, trained, evaluated, motivated, and scheduled staff to optimize front office operations.
Scheduled guest service agents, bell staff, van drivers, and telephone operators to ensure full coverage.
Resolved customer complaints, achieving a 95% guest satisfaction rate.
Used creative reasoning to overcome guest objections and concerns, ensuring 100% satisfaction.
Implemented front office strategies that improved customer satisfaction, occupancy, and revenues.

Night Auditor

Warren Hospitality Hampton Inn · Missoula, MT · Sep 2018 – Sep 2019

Supervised the auditing and recording of all revenue and corporate reporting, ensuring compliance.
Conducted nightly property safety checks to maintain security and safety for all guests and associates.
Checked guests in and out while delivering excellent customer service, maintaining a high satisfaction rate.
Ensured all breakfast items were accounted for and set up breakfast by 6am daily, supporting guest experience.

Certified Nursing Assistant & CNA Supervisor

Patient care — multiple employers · Montana · California · Idaho · North Dakota · 2011 – 2019

Provided direct patient care for more than eight years: daily living assistance, vital signs, safe transfers and lifts, and medication support under nursing supervision.
Supervised teams of nursing assistants for five years — assignments, shift coverage, training new aides, and the standard of care on the unit.
Held active CNA licensure in four states, maintaining continuing education and a clean record through every relocation.
Documented care accurately and handled patient records under HIPAA.

Systems & skills

Hotel & Property Systems: OPERA PMS, Hilton OnQ (PM / FM), Maestro PMS, Amadeus, Night audit & revenue reporting, Reservations & room inventory, Key card systems

Registers, Cash & Payments: Retail POS registers, Cash drawer & safe balancing, Refunds, returns & overrides, Money services, Loss prevention

Office & Administrative: Microsoft Excel, Microsoft Word, Microsoft Outlook, Google Workspace, Slack, ADP payroll, QuickBooks, Scheduling software, Data entry & report writing

Patient Care: Vital signs, Daily living assistance, Safe transfers & Hoyer lift, Medication support, HIPAA & medical records, Charting, CNA supervision

Operations & Safety: FAA ramp safety procedure, Ground support equipment, PPE compliance, OSHA standards, Inventory & par levels, P&L review, Forecasting

Credentials

SIDA Badge – Security Identification Display Area (Active)
CNA License – Certified Nursing Assistant — MT, CA, ID, ND (Held 2011 – 2019)
TABC Certification – Texas Alcoholic Beverage Commission Seller-Server (Active)
TIPS Certification – Training for Intervention Procedures (Active)
BLS Certification – Basic Life Support (Active)
CPR Certification – Cardiopulmonary Resuscitation (Active)
First Aid Certification – First Aid (Active)
Driver's License – Valid Texas Driver's License (Active)