Amy Abigail Leal
Miami
Summary
Results driven hospitality professional with progressive leadership experience as an Assistant Front Office Manager at a Marriott property. Proven ability to oversee front desk operations, lead and develop high-performing teams, and deliver exceptional guest experiences in alignment with Marriott brand standards. Skilled in service recovery, guest satisfaction management, and driving operational efficiency in a fast-paced environment. Highly proficient in OPERA PMS and well-versed in Marriott Bonvoy Elite standards, ensuring personalized service and loyalty recognition.
Overview
8
8
years of professional experience
Work History
Assistant Front Office Manager
Three Waters Resort & Marina
Islamorada, FL
07.2025 - Current
- Oversee front office operations, ensuring seamless guest experiences and team collaboration.
- Develop training programs for front desk staff, enhancing service quality and operational efficiency.
- Resolve guest complaints effectively, fostering positive relationships and driving repeat business.
- Collaborate with housekeeping and maintenance departments to ensure room availability and quality standards.
Front Desk Receptionist
The Creekside Inn
Islamorada, Florida
01.2022 - 07.2025
- Provided exceptional customer service, resulted in increased referrals and a 15% growth in client acquisition.
- Efficiently handling front desk operations managing 50+ guests people at the same time along the day.
- Improved the streamlining of administrative tasks with Microsoft Office and trained 5 employees on the system.
- Exhibit strong conflict management skills to ensure positive guest experiences.
Hostess, Waitress
Dennys
Key Largo, Florida
08.2018 - 03.2021
- Warmly greet and welcome guests, creating a positive first impression for a delightful dining experience.
- Take and accurately serve orders, catering to diverse customer preferences and dietary needs.
- Efficiently coordinated payments, ensuring smooth transactions and customer satisfaction.
Education
Bachelor of Science - Hospitality Management
Florida International University
07-2025
Skills
- Languages - English (Native) Spanish (Native)
- Microsoft Office (Proficient)
- Team management and mentoring
- VIP Arrivals & Upgrades
- Marriott Bonvoy Elite Recognition & Enrollement
- OPERA PMS
- SOP execution and compliance
- Front Office Operations
- Staff training and development
Timeline
Assistant Front Office Manager
Three Waters Resort & Marina
07.2025 - Current
Front Desk Receptionist
The Creekside Inn
01.2022 - 07.2025
Hostess, Waitress
Dennys
08.2018 - 03.2021
Bachelor of Science - Hospitality Management
Florida International University
Scholarships and Rewards
SOBE Scholarship Recipient (2023) Awarded to Hospitality Students, Deans List (2022-2023) - Awarded to students who earn a semester average of 3.5 or higher, Island Community Church Scholarship Recipient (2022) awarded annually to students who demonstrate active participation in community service, volunteer work, or civic engagement., Upper Keys Rotary Scholarship Recipient (2022-2023) - Awarded annually to Gigantic Nautical Flea Market Volunteers, Nicole and & Richard Brilliant Scholarship Recipient (2024) - Awarded to degree-seeking students in the Chaplin School of Hospitality, Michael E. Hurst Scholarship Recipient (2024) - Awarded to undergraduate or graduate students that are enrolled full-time in the Chaplin School of Hospitality Tourism Management, AHLA Foundation Scholarship - Hyatt Hotels Fund for Minority Lodging Management Students
Additional:
Systems: OPERA, HotelKey, MS Office | Languages: English & Spanish