Anita Vargas
Lewisville
Summary
Having worked in the hospitality industry since 2012, I have come to understand and love the challenge of interacting with new people daily, figuring out who my client is on an individual basis and adapting to their needs to provide exceptional service. I am a driven and personable Customer Service Manager with 12+ years of experience. A dedicated and outside-the-box strategic thinker with expertise in customer relationship management, conflict resolution, time management, document control, and leadership. Dependable and courteous self-starter and team player seeking to leverage background into a corporate role with a progressive organization.
Overview
13
13
years of professional experience
Work History
Group Housing Manager
Remington Hospitality
03.2022 - Current
- Accurate management of mini hotels including building the block, reviewing group inventory regularly, confirming billing details, providing reservations links, and submitting Rooming Lists
- Hosted weekly Room Block Audit calls with hotel sales teams to maintain clear communication and action planning for groups 90 days out
- Communicated with the hotel seals teams to ensure group projections remained updated relative to current block pick up
- Processed CTAC weekly
- Uploaded monthly crew manifests for multiple airlines
- Prepared weekly 14 day forecast to be used by operations
- Actualized group blocks in CI; confirmed final numbers with DOS/DVP before end of month
- Daily navigated multiple Marriott systems to complete tasks as needed, including Marsha, FSPMS, CI, and FOSSE
- Loaded new rate programs in FSPMS
- Participated in Weekly Revenue Strategy calls
Assistant General Manager
Residence Inn by Marriott
05.2021 - 03.2022
- Hire, onboard and train new employees, including instructing on food safety, customer service standards and operations
- Create weekly schedules based on predicted staffing needs, budget and employee requests
- Managed employees during fast-paced shifts, delegating responsibilities to ensure customer satisfaction
- Develop monthly and quarterly budget with updated ordering, staffing and marketing costs
- Organize all operations, focusing on quality and consistency
- Address and resolve guest concerns, maintaining brand loyalty and increasing customer satisfaction ratings
- Complete monthly inventory, identifying over/understocking to improve ordering for next quarter
- Routinely inspect company property and equipment, creating repair tickets as needed to ensure a comfortable and safe space for employees and guests
- Navigated Marriott's MARSHA system to modify hotel selling inventory
- Advise senior management on staffing needs and employee issues
- Mediate conflicts between employees
- Manage office operations efficiently
- Document and quickly resolve all customer satisfaction issues
- Complete paperwork and file reports quickly and efficiently
- Coach and mentor employees to boost morale and reduce turnover
- Create and implement departmental policies, goals, and objects
- Customer service
- Scheduling
- Management
- Organizational skills
- Microsoft office
- High Energy Attitude
- Problem Resolution
- Team Management
- Proficient in Marriott Fosse System
- Experience in Marriott MARSHA System
- Cvent Certified
- Experienced in Marriott OneYield System
Sales Manager
Residence Inn by Marriott
06.2019 - 05.2021
- Design new sales strategies for additional revenue
- Utilized Marriott's MARHSA system to review Compset groups/LNR's
- Built trusted relationships with residents by getting to know them on a personal level and making their comfort a priority
- Play an integral role in customer service and overall sales numbers
- Reviewed daily bookings to establish further opportunities to grow revenue and establish connections with local businesses
- Regularly exceeded sales goals with cross-selling and upselling techniques
- Built rapport with customers by offering friendly, knowledgeable, and supportive customer service
- Implemented feedback tracking system to gather data and use it to improve the customer experience
- Gained in-depth knowledge of company's product offerings to provide reliable and trusted assistance to customers, helping them make informed decisions
Front Office Manager
Residence Inn by Marriott
10.2017 - 06.2019
- Maneuvered through Marriott OneYield system to oversee inventory and pricing management
- Monitored and controlled office inventory to ensure adequate supply levels, timely product ordering and efficient management of company resources.
- Interviewed, onboarded, developed and oversaw daily activities of a staff of over 25 employees across all departments.
- Formalized office procedures to help team produce consistent, high-quality work.
- Implemented the latest hotel services within the hotel, encouraging staff to discuss offerings with guests upon checking in.
- Cultivated professional relationships with guests through active response, dedicated assistance and exceptional customer service.
- Notified housekeeping staff and maintenance personnel of guest room issues for immediate resolution.
- Compiled daily revenue reports to help our corporate office maintain awareness of hotel standings.
- Confirmed transactional data by verifying name and payment information and clearly communicating costs and fees to patrons.
- Resolve office-related issues according to predetermined procedures.
- Effectively provided a shining example of exceptional guest service for front desk agents to learn from and mimic.
Night Auditor/Front Desk Agent
Residence Inn by Marriott
10.2014 - 10.2017
- Answered phones, responded to customer inquiries and transferred calls to appropriate staff members.
- Worked with all hotel departments to meet all guest needs and provide smooth and relaxing stays to maximize satisfaction.
- Confirmed transactional data by verifying name and payment information and clearly communicating costs and fees to patrons.
- Educated guests regarding important property information and directions to all areas of hotel, including casino, gift shop and restaurants.
- Provided details regarding property, including dining areas, pool, spa and fitness center to patrons to help acclimate them to resort environment.
- Posted room charges such as food, liquor and telephone calls based on individual customer actions.
- Promptly managed complaints and concerns of customers with positive attitude and rectified issues to patron satisfaction.
- Secured guest valuables in main safe or individual boxes.
- Pleasantly answered phone calls and routed to proper guest or department.
- Offered a personable demeanor to every guest approaching the front desk.
- Contacted housekeeping services and maintenance personnel regarding problems with guest rooms.
- Effectively used experiences within my time at previous hotels to improve my customer service and professionalism.
Night Auditor/Front Desk Agent
La Quinta Inn & Suites
09.2012 - 12.2012
- Generated daily, weekly and monthly revenue reports to close out day and meet objectives.
- Ensured that the lobby, bathrooms and front desk were kept neat and tidy during entire shift.
- Checked auditing discrepancies by reconciling cash drop and credit card transactions.
- Assessed checklist on a daily basis and planned shift accordingly.
- Documented wake-up requests and set up automatic calls in system.
- Applied mathematical skills to calculate totals, check figures and correct problems with physical and digital files.
- Managed late check-ins and provided information on hotel amenities, including dining establishments, spa hours and room service.
- Performed balance procedures for hotel accounts and resolved discrepancies.
- Completed nightly updates to hotel rates and individual room charges.
- Provided guests with important property information for the hotel, including the casino, gift shop, restaurants, pool and spa, and fitness center.
- Handled night auditing duties, which included verification of daily room occupancy and hotel revenue.
Education
High School Diploma -
Ozark Adventist Academy
Gentry, ArkansasSkills
- Customer service
- Scheduling
- Management
- Organizational skills
- Microsoft office
- High Energy Attitude
- Problem Resolution
- Team Management
- Cvent Certified
- Proficient in Marriott Fosse System
- Proficient in Marriott MARSHA System
- Proficient in Marriott CI System
- Proficient in Marriott OneYield System
Timeline
Group Housing Manager
Remington Hospitality
03.2022 - Current
Assistant General Manager
Residence Inn by Marriott
05.2021 - 03.2022
Sales Manager
Residence Inn by Marriott
06.2019 - 05.2021
Front Office Manager
Residence Inn by Marriott
10.2017 - 06.2019
Night Auditor/Front Desk Agent
Residence Inn by Marriott
10.2014 - 10.2017
Night Auditor/Front Desk Agent
La Quinta Inn & Suites
09.2012 - 12.2012
High School Diploma -
Ozark Adventist Academy
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