CATHELINE CHERY
Orlando,FL
Summary
Experienced Hospitality Manager with 7 years of expertise in Guest Services, Group Sales, and Events coordination. Skilled at quickly grasping new concepts and maintaining a strong focus on objectives while efficiently managing daily operations. Committed to delivering exceptional customer service and ensuring seamless guest experiences.
Overview
6
6
years of professional experience
Work History
Guest Services Supervisor
Villatel Orlando Resort
11.2023 - Current
- Oversee and coordinate all aspects of guest services
- Collaborate closely with operations, maintenance, dispatch, housekeeping, and other departments to ensure the highest standards of service delivery
- Enhance guest satisfaction by promptly addressing concerns and providing personalized solutions
- Monitor team performance to confirm customer service standards were consistently met.
- Resolve complex customer complaints, leading to significant reduction in negative feedback.
Guest Services Manager
Hotel Landy (Marriott Franchise)
11.2022 - 11.2023
- Supervised a team of front desk agents, ensuring adherence to policies, procedures, and top-notch customer service standards
- Leveraged guest feedback to identify areas for improvement
- Collaborated with housekeeping / maintenance staff to ensure timely room turnovers and high cleanliness standards.
- Oversaw lobby operations and concierge services.
- Boosted revenue with strategic upselling of premium services, and amenities, and Marriott Bonvoy enrollment
- Assisted with check-ins and check-outs during high traffic seasons to deliver excellent customer service.
Sales & Event Admin Assistant
Hotel Landy (Marriott Franchise)
08.2022 - 11.2022
- Supported Sales Office in preparing Group arrivals (finalized contracts, ensured rate codes accuracy, VIP Amenities preparation, Resumes)
- Supported Catering Manager in meeting with customers, planned and executed event space tours, proposals, and BEOs preparation
- Prepared presentations and communications materials for senior leadership team
- Served as main point of contact for billing, event follow ups (Banquet Checks, Final invoices, Refunds, Business Rewards Points)
- Liaised with vendors to deliver exceptional pre and post event services
Guest Services Agent
Crowne Plaza Orlando (Hotel Landy)
10.2021 - 09.2022
- Managed Daily guest check-in and check-out procedures
- Managed customer issues and complaints to complete satisfaction with knowledgeable and friendly service.
- Responded to incoming guests, telephone calls, and email inquiries with efficiency and professionalism.
- Enrolled guest to hotel's loyalty program
- Resolved billing disputes promptly
Sales & Event Coordinator
Marriott Port-au-Prince Hotel
08.2018 - 07.2021
- Supported Sales Office in meeting with customers to discuss rooms and event space sales
- Closed Room & Event sales (transient and groups)
- Prepared Quarterly and Annual Reports for Regional Team
- Prepared sales and event related documents using software involved in process ( SFA, Opera, Marsha)
- Ensured proper follow-ups with Banquet team regarding event details and customers requests (room setup, menus)
- Ensured post event follow ups with customer ( Business reward Points, Final Invoices)
Education
Business Administration -
Florida State College
Jacksonville, FL07.2015
Skills
- Guest Relations
- Front Desk Management
- Staff Management
- Group arrival planning
- Proficient in several PMS Systems (Lightspeed, Opera, Track) and specific Marriott systems (SFA Web)
- Trilingual in English, French,and Haitian Creole
References
- Lineschie Christophe, Senior Finance Manager, Gaylord Palm Resorts & Convention Center, 913-221-2673
- Esdrat Eugene, Director of Event Services, Renaissance Orlando at SeaWorld, esdrat.eugene@marriott.com, 617-606-8258
Timeline
Guest Services Supervisor
Villatel Orlando Resort
11.2023 - Current
Guest Services Manager
Hotel Landy (Marriott Franchise)
11.2022 - 11.2023
Sales & Event Admin Assistant
Hotel Landy (Marriott Franchise)
08.2022 - 11.2022
Guest Services Agent
Crowne Plaza Orlando (Hotel Landy)
10.2021 - 09.2022
Sales & Event Coordinator
Marriott Port-au-Prince Hotel
08.2018 - 07.2021
Business Administration -
Florida State College
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