Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
Generic

Angelique Cruz

Union City,NJ

Summary

Productive Front Office Manager with excellent skills in customer service, office management and administrative support. Remains professional and tactful in all situations with focus on increasing satisfaction and retention. Versed in managing vendor and service provider relationships while maintaining meticulous records.

Overview

18
18
years of professional experience
1
1
Certification

Work History

Director of Front Office Operations

Best Western Premier NYC Gateway
06.2017 - Current
  • Reduced budgetary expenditures by effectively negotiating contracts for more advantageous terms.
  • Delivered performance reviews, recommending additional training or advancements.
  • Reviewed client and staff feedback and made appropriate business adjustments to meet needs and address concerns.
  • Identified and qualified customer needs and negotiated and closed profitable projects with high success rate.
  • Established a positive work environment for employees, leading to increased productivity and overall team success.
  • Mentored junior staff members on best practices in hospitality industry standards, elevating overall service quality throughout the hotel.
  • Monitored daily cash discrepancies, inventory shrinkage and drive-off.
  • Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
  • Scheduled employees for shifts, taking into account customer traffic and employee strengths.
  • Assisted in recruiting, hiring and training of team members.

Supervior

Showcase By Sears
10.2015 - 06.2017
  • Supervise and motivate staff to ensure high levels of performance.
  • Monitor and manage inventory levels.
  • Ensure store is clean, organized, and properly merchandised.
  • Monitor and control shrinkage.

Night Auditor

Courtyard By Marriott
06.2006 - 10.2010
  • Contacted housekeeping staff and maintenance department to resolve issues with guest rooms.
  • Oversaw night auditing of daily room occupancy and hotel revenue.
  • Updated customer accounts with add-on room charges, minibar use, and room service bills.
  • Generated and printed daily financial reports to track hotel performance.
  • Called guests requiring wake-up calls within two minutes of scheduled call, constantly maintaining positive, and welcoming.
  • Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
  • Streamlined the check-in and check-out process for guests, ensuring a smooth experience during overnight hours.

Education

Associate of Applied Science - Hospitality Management

Hudson County Community College
Jersey City, NJ

Skills

  • Front Office Systems
  • Policy Development and Enforcement
  • Data retrieval systems
  • Operations Management
  • Guest Relations
  • Calm Under Pressure
  • Dispute Resolution
  • Microsoft Outlook
  • Professional telephone demeanor
  • Employee Coaching
  • Relationship Building
  • Problem-solving abilities
  • Reading Comprehension

Accomplishments

  • Supervised team of 38 staff members.
  • Champion Award recipient
  • Chairman Award recipient
  • Sales Champion
  • Quality Assurance 975 out of 1000


Certification

  • Certified Front Office Manager
  • Certified General Manager

Timeline

Director of Front Office Operations

Best Western Premier NYC Gateway
06.2017 - Current

Supervior

Showcase By Sears
10.2015 - 06.2017

Night Auditor

Courtyard By Marriott
06.2006 - 10.2010

Associate of Applied Science - Hospitality Management

Hudson County Community College

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Angelique Cruz