Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Generic

Alex Zamora

Fort Lauderdale

Summary

Dynamic Front Office Manager at Residence Inn Marriott with a proven track record in optimizing workflows and enhancing guest relations. Skilled in scheduling and conflict management, I successfully resolved guest complaints, leading to increased customer satisfaction and repeat business. Adept at utilizing Microsoft Office Suite for efficient operations and team management.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Front Office Manager

Residence Inn Marriott
07.2024 - Current
  • Provided customer service support, addressing inquiries and resolving issues promptly.
  • Maintained organized front office environment to enhance productivity and professionalism.
  • Collaborated with team members to improve communication and workflow processes.
  • Supported inventory management of office supplies, ensuring availability for daily operations.
  • Engaged in training sessions to learn best practices in front office management techniques.
  • Monitored financial transactions at the front desk, ensuring accurate billing procedures and minimizing discrepancies.
  • Created weekly schedules for front office staff members to ensure appropriate coverage during peak hours or high demand periods.
  • Resolved guest complaints professionally, maintaining positive relationships with customers for future business opportunities.
  • Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
  • Conducted regular staff evaluations, providing constructive feedback and identifying opportunities for professional growth.
  • Coached employees through day-to-day work and complex problems.
  • Implemented pre-arrival preparations such as assigning rooms based on specific requirements leading to seamless arrival experiences.
  • Negotiated with vendors for office supplies, securing cost-effective deals that met our quality standards.

Front Desk Supervisor

Courtyard by Marriott
03.2023 - 07.2024
  • Managed front desk operations, ensuring efficient check-in and check-out processes.
  • Coordinated room assignments, optimizing occupancy rates and enhancing guest satisfaction.
  • Trained new staff on front desk procedures, promoting consistent service delivery.
  • Utilized property management software to manage reservations and billing accurately.
  • Assisted in maintaining inventory of supplies, ensuring availability for daily operations.
  • Collaborated with housekeeping to ensure timely room readiness for incoming guests.
  • Trained new staff on correct procedures, compliance requirements, and performance strategies.
  • Provided exceptional customer service, leading to positive online reviews and repeat business from satisfied guests.
  • Communicated regularly with management on front desk performance, identifying areas for improvement or growth opportunities.
  • Collected room deposits, fees, and payments.
  • Attended staff meetings and brought issues to attention of upper management.
  • Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.

Front Desk Agent

Courtyard by Marriott
01.2021 - 03.2023
  • Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
  • Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
  • Resolved guest issues promptly, resulting in positive feedback and return visits.
  • Took reservations over phone, in person, and via computer for guests and provided confirmation information.
  • Welcomed each new arrival pleasantly and confirmed reservations and identification.
  • Utilized strong organizational skills to manage daily tasks efficiently while maintaining focus on delivering outstanding guest service experiences.
  • Handled incoming calls professionally, directing inquiries to appropriate personnel as needed.
  • Enhanced guest satisfaction by efficiently managing check-in and check-out processes.
  • Maintained clean and organized front desk areas to uphold polished company image.
  • Facilitated smooth guest experiences by coordinating with multiple departments across the property.
  • Supported sales efforts through upselling rooms, amenities, or special packages when appropriate.
  • Contributed to team success by consistently meeting or exceeding performance targets for guest satisfaction ratings and occupancy rates.

Insurance Agent

Primerica
04.2019 - 09.2019
  • Built strong relationships with clients through consistent communication and excellent customer service.
  • Efficiently managed policy renewals, ensuring timely processing and accurate coverage updates.
  • Educated clients on the importance of adequate insurance coverage, fostering trust and loyalty among the existing client base.
  • Cross-sold insurance products to existing clients to reach sales targets.
  • Expanded client base by actively prospecting for new business opportunities and generating referrals.
  • Developed comprehensive knowledge of various insurance products, enabling effective recommendations for clients'' unique situations.
  • Determined client needs and financial situations by listening and scheduling fact-finding appointments.
  • Negotiated with insurance underwriters to obtain better coverage and improved rates for clients.
  • Assisted clients in navigating the often complex claims process, ensuring they received fair and timely resolutions.
  • Monitored changes in insurance industry to stay compliant with relevant laws and regulations.
  • Reduced policy lapses by establishing proactive communication strategy to educate clients on importance of continuous coverage.

Shift Manager

Dairy Queen Grill & Chill
02.2016 - 04.2019
  • Handled escalated customer issues effectively, demonstrating strong problem-solving skills while upholding company values and standards.
  • Trained new employees on company policies, procedures, and job responsibilities, ensuring seamless integration into the team.
  • Improved overall team performance by effectively delegating tasks and providing clear instructions.
  • Supervised employees and oversaw quality compliance with company standards for food and services.
  • Worked closely with team members to schedule breaks and shifts to meet state regulations.
  • Excelled in every store position and regularly backed up front-line staff.
  • Monitored inventory levels closely, maintaining optimal stock availability while minimizing waste and costs.
  • Managed employee schedules to ensure adequate coverage during peak hours, resulting in a smoother workflow.
  • Maintained compliance with health and safety regulations, ensuring safe working environment for all employees.

Education

GED -

Northeast High School
Fort Lauderdale, FL
07-2019

Skills

  • Workflow optimization
  • Customer service
  • Scheduling and calendar management
  • Microsoft Office Suite
  • Team management
  • Data entry
  • Conflict management
  • Guest relations
  • Payroll and budgeting
  • Suggestive selling
  • Revenue management
  • Computer skills

Certification

  • Licensed Real estate Sales Associate

Languages

English
Native or Bilingual
Spanish
Native or Bilingual

Timeline

Front Office Manager

Residence Inn Marriott
07.2024 - Current

Front Desk Supervisor

Courtyard by Marriott
03.2023 - 07.2024

Front Desk Agent

Courtyard by Marriott
01.2021 - 03.2023

Insurance Agent

Primerica
04.2019 - 09.2019

Shift Manager

Dairy Queen Grill & Chill
02.2016 - 04.2019

GED -

Northeast High School

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