Aurora Lint
Farmington Hills,USA
Summary
Hospitality leader with more than 15 years of experience delivering exceptional guest experiences in luxury resorts and full-service hotels across Mexico and the United States. Passionate about creating personalized "wow moments" that turn first-time visitors into loyal returning guests. Experienced in front office leadership, team development, hotel operations, and service recovery, with a proven ability to lead teams while maintaining the highest standards of hospitality.
Overview
1
1
Certification
17
17
years of professional experience
Work History
Hotel Frontdesk Supervisor
Sheraton Detroit Novi Hotel
Novi, MI
09.2024 - 06.2026
- Supervised front desk team to guarantee compliance with hotel standards and enhance guest experience.
- Analyzed existing processes and established new protocols to optimize check-in and check-out efficiency.
- Resolved customer inquiries and complaints efficiently.
- Engaged with multiple teams to streamline service processes for guests, ensuring effective housekeeping and maintenance support.
- Maintain detailed records of guest stays, including billing information, room availability.
- Achieved consistent quality standards by conducting thorough audits of front desk operations. Identified and addressed potential risks that could negatively affect customer service delivery.
- Assisted in purchasing supplies and organizing external services including deliveries, laundry, maintenance, and gift shop operations. Supported arrangements for deliveries and maintenance services, ensuring timely completion of tasks. Coordinated laundry services and supplies procurement to maintain operational efficiency.
- Performed regular evaluations of guest accommodations and communal spaces to uphold high standards of cleanliness and aesthetic appeal.
- Processed advance registration payments and sent confirmation letters. Returned checks for unaccepted registrations.
- Administered reservation processes utilizing property management systems to enhance occupancy efficiency during high-demand periods.
- Implemented cash handling procedures to ensure accuracy in financial transactions and reporting.
- Led team efforts to deliver exceptional customer service in accordance with Marriott brand standards.
- Analyze data from surveys to identify areas needing improvement in order to enhance customer experience.
Coffee Shop Manager
Cannelle
Keego Harbor, MI
08.2022 - 09.2025
- Managed daily store operations by effectively coordinating opening and closing activities.
- Established standard operating procedures for beverage preparation to enhance quality consistency.
- Supervised operational activities, focusing on compliance with health and safety protocols.
- Managed customer satisfaction by addressing complaints promptly and implementing staff training on service recovery strategies.
- Executed food preparation and service tasks, including cooking, table clearing, and serving food and beverages.
- Directed staff scheduling and conducted performance evaluations to enhance team efficiency.
- Developed and executed marketing campaigns that significantly improved community engagement and elevated foot traffic.
- Implemented efficient ordering systems and fostered supplier relationships to effectively reduce inventory waste.
- Participated in community outreach activities such as fundraisers or charity events.
- Facilitated training sessions for new employees on company policies, procedures, and customer service standards.
- Oversaw accurate record-keeping of sales transactions, inventory levels, and employee hours worked.
- Coordinated periodic inspections and repairs to ensure equipment remained in peak operating condition.
- Promoted vibrant cafe by delivering on commitment to presentation and cleanliness.
- Performed detailed money counting and facilitated bank deposits to uphold financial operations.
Household Manager
Family Logistics Manager
Farmington Hills, Michigan
05.2018 - 07.2022
- Planned meals according to dietary needs and preferences of the family.
- Facilitated communication with external contacts such as schools or doctors offices.
- Performed general housekeeping duties such as laundry, cleaning, stocking supplies.
- Developed and maintained efficient organization systems for household items, paperwork, and finances.
Hotel Front Desk Agent
Sheraton Detroit Novi Hotel
Novi, MI
07.2016 - 05.2018
- Welcomed guests upon arrival to ensure a positive first impression.
- Managed guest arrivals and departures, maintaining precise records and enhancing overall guest experience.
- Analyzed and resolved guest issues with effective solutions, prioritizing escalation of critical concerns to management.
- Handled incoming calls promptly and professionally, providing information or transferring calls as necessary.
- Demonstrated strong organizational and multitasking skills to manage multiple tasks simultaneously.
- Handled cash, credit and debit card transactions accurately.
- Responded effectively to guest inquiries regarding hotel services, amenities, directions, local attractions.
- Coordinated with housekeeping staff to verify all rooms were clean and ready for guests.
- Maintained daily records of guests' accounts including charges, payments, and credits.
- Obtained reservation information and followed rate ratios to accurately charge customers.
- Tracked lost and found items ensuring proper documentation was completed when necessary.
Front Desk Supervisor
Hotel Live Aqua Cancun
Cancun, Quintana Roo
02.2013 - 04.2016
- Assisted guests with check-ins and check-outs, reservations, room changes.
- Developed strong customer service and communication skills while managing a busy front desk.
- Trained new staff members on front desk procedures and best practices.
- Reviewed feedback from guests regarding their stay experience.
- Developed strategies for increasing efficiency at the front desk area.
- Created weekly schedules for front desk employees based on occupancy levels.
- Maintained strict confidentiality of guest information at all times.
- Analyzed customer complaints and implemented solutions accordingly.
- Ensured that all hotel policies were followed at all times.
- Handled cash transactions accurately according to established guidelines.
- Supported same-day selling and upselling procedures to maximize room revenue and property occupancy.
- Participated in weekly meetings with managers to discuss and address hotel topics and concerns.
- Communicated with housekeeping and maintenance staff to report guest problems.
- Monitored and addressed safety and security issues within the front desk area.
- Recommended top dining and entertainment options for guests in area.
- Coordinated with service providers to facilitate on-site maintenance and repair work.
Assistant Spa Manager
Hotel ME by Melia
Cancun, Quintana Roo
02.2012 - 02.2013
- Coordinated daily spa operations to ensure exceptional guest experiences and service quality.
- Assisted in managing staff schedules, optimizing workforce efficiency and coverage.
- Managed daily financial transactions including deposits, sales, cash flow management and credit card processing.
- Oversaw compliance with health and safety regulations, fostering a safe environment for guests.
- Reduced operational costs by optimizing inventory management processes and vendor negotiations.
- Increased spa revenue by developing and implementing seasonal marketing campaigns and promotions.
- Monitored staff performance and provided guidance and feedback on a regular basis.
- Created reports on sales trends and customer demographics for review by upper management.
- Organized special events such as promotional activities, product launches and spa treatments for clients.
- Maintained accurate records of all employee files including payroll information, attendance records, job descriptions.
- Developed training programs for new spa personnel to promote quality standards in services, products and operations.
- Collaborated with other departments such as housekeeping and front desk staff to ensure smooth operations across all divisions of the organization.
- Assisted in creating monthly budgets based on projected sales goals.
- Analyzed customer feedback surveys to identify areas of improvement in services offered at the spa.
- Facilitated comfortable work environment for enabling employees to provide exceptional service.
- Scheduled guest appointments and services.
- Checked spa equipment to ensure proper functioning.
- Responded to customer inquiries and complaints.
Spa Concierge
Hotel Live Aqua Cancun
Cancun, Quintana Roo
01.2009 - 02.2012
- Greeted guests upon arrival, providing an excellent customer service and making them feel the Hotel Live Aqua experience from the very beginning of their stay.
- Provided information about spa services and treatments to customers in a friendly and professional manner.
- Managed bookings for spa services such as massages, facials, body treatments.
- Responded promptly to guest inquiries regarding spa services, amenities, and other hotel related information.
- Developed a thorough understanding of product ingredients and benefits in order to provide appropriate recommendations for guests' needs.
- Monitored inventory levels of products used in the spa treatments and restocked items as needed.
- Attended weekly meetings with managers to discuss operational updates.
- Provided feedback on customer satisfaction levels to management on a regular basis.
- Created reports on sales numbers, occupancy rates, customer feedback.
- Communicated effectively with team members to ensure smooth operations throughout the day.
- Maintained confidentiality of customer information at all times in accordance with company policy.
- Ensured that all areas of the spa were properly stocked prior to opening each day.
- Maintained accurate records of all transactions within the spa software system.
- Resolved complaints from customers quickly and professionally while adhering to company standards.
- Collaborated with the front desk staff to ensure that all guest requests were handled in a timely manner.
Education
Online Associate Degree - Computer Information Systems
Universidad de Durango
Durango, Mex07-2023
Bachelor of Science (B.S.) - Marketing
Universidad De Guadalajara
Guadalajara, Jalisco01-2009
Skills
- Professional Appearance
- Positive Attitude
- Detail Oriented
- Active Listening
- Front Office Operations
- Luxury Hospitality
- Guest Experience Excellence
- Service Recovery
- Team Leadership
- Staff Training & Development
- Hotel Operations
- VIP Guest Relations
- Cross-Department Collaboration
- Property Management Systems (OPERA, Lightspeed, INNSIST)
- Cash Handling & Revenue Control
- Bilingual Communication
Certification
- Elevate by Marriott International – Leadership Exploration (2026)
- ServSafe Food Protection Manager (ANSI)
LANGUAGES
English
Native or Bilingual
Spanish
Native or Bilingual
Italian
Elementary
Timeline
Hotel Frontdesk Supervisor
Sheraton Detroit Novi Hotel
09.2024 - 06.2026
Coffee Shop Manager
Cannelle
08.2022 - 09.2025
Household Manager
Family Logistics Manager
05.2018 - 07.2022
Hotel Front Desk Agent
Sheraton Detroit Novi Hotel
07.2016 - 05.2018
Front Desk Supervisor
Hotel Live Aqua Cancun
02.2013 - 04.2016
Assistant Spa Manager
Hotel ME by Melia
02.2012 - 02.2013
Spa Concierge
Hotel Live Aqua Cancun
01.2009 - 02.2012
Online Associate Degree - Computer Information Systems
Universidad de Durango
Bachelor of Science (B.S.) - Marketing
Universidad De Guadalajara