ANDRE SUGARAY

• Supervised daily front office operations for a 207 room property, ensuring seamless guest check-in/out
• Lead by example, counseling and coaching my team, resulting in 40% increase in guest satisfaction scores compared to last year.
• Handled guest complaints and service recovery in a timely urgent manner, always communicating efficiently with the other departments.
• Created ridiculously personal experiences filled with emotion, care and laughter going above standard hospitality with the mere purpose of surprising and delighting our guests.
• Supported the Front Office Manager with the schedule, batch deposits, and revenue reporting.

• Enhanced guest experience through proactively identifying and solving issues throughout their stay.
• Elevated guests'satisfaction by exceeding expectations using the Everyday Moment program every week and creating memories, making them feel special.
• Consistently achieved the monthly sales goal for upsells, increasing the revenue.

• Supervised all hotel operations, assuring each department was prepared to succeed in accomplishing guest satisfaction.
• Improved guests check in and check out experience by making it a smooth and personalized interaction.
• As a Hilton Honor Champion, I was in charge of the following:

Support the team in reaching our hotel’s enrollment goal by monitoring enrollment and celebrating milestones.
Take part in Hilton Honors Every Guest incentive program and develop exciting incentive ideas to help supercharge my team’s enrollment efforts.

• Learned to create memorable experiences for guests. Assisted them with their inquiries and resolved any issues in a 700 rooms property.
• Provided a warm welcome by making a positive first impression upon arrival. Assisted with any check in needs.