Charlene Nicole Marcelle
Aventura,USA
Summary
Versatile manager with a strong background in coordinating diverse teams and managing complex projects. Skilled in strategic planning, operational improvement, and fostering collaborative environments. Proven track record of enhancing efficiency and productivity while maintaining high standards of quality. Successfully implemented innovative solutions resulting in positive organizational changes.
Overview
7
7
years of professional experience
Work History
Front Desk Manager/Front Office Administrator
Infinity At Brickell/First Services Residential
Miami, FL
10.2023 - Current
- Provided excellent customer service by addressing guest inquiries promptly and professionally.
- Ensured the front desk area was clean and presentable at all times.
- Assisted with training new staff members on front desk procedures and policies.
- Supervised a team of 3 front desk agents ensuring tasks were completed efficiently and effectively.
- Resolved customer complaints in a timely manner while maintaining a friendly attitude towards guests.
- Mentored new staff on correct procedures, compliance requirements and performance strategies.
- Resolved guest complaints promptly and followed-up to verify restored satisfaction.
- Managed tasks and responsibilities for front office employees when the team was understaffed.
Unarmed Security Officer/Front Desk Clerk
50 Biscayne Condo/Guardian Security Services
Miami, FL
06.2017 - 12.2023
- Patrolled assigned areas to detect suspicious activities and persons.
- Monitored entrances, exits and other points of access to ensure safety of people and property.
- Conducted security checks on staff entering or leaving the premises.
- Responded promptly to emergency situations using appropriate resolution strategies.
- Assisted with investigations into thefts, vandalism, assaults.
- Inspected buildings periodically for signs of intrusion or damage.
- Greeted customers warmly and made them feel welcome.
- Answered incoming calls, redirected callers to the appropriate personnel or department and took messages as needed.
- Assisted with scheduling appointments for clients and visitors.
FRONT DESK SUPERVISOR
The South Bay Club/ Castle Group
Miami Beach, FL
01.2018 - 10.2023
- Maintain accounting system by entering checks, filing financial paperwork and invoices
- Respond to all guests' requests, problems, complaints and/or accidents presented at the Front Desk or through Reservations, in an attentive, courteous and efficient manner
- Follow up to ensure guest satisfaction
- Respond to guest's special requests, needs, problems, issues and concerns and accommodate groups to ensure optimal levels of guest satisfaction and repeat business
- Works closely with Sales and Reservations in order to fulfill all special requests for groups, VIP's, etc
- Promptly answer the telephone using positive and clear voice
- Input messages into the computer
- Retrieve messages and communicate the
- Assures that all financial and credit procedures are followed
- Follows up on credit problems with Front Office Manager and/or Credit Manager
- Reviews all paid-outs, rebates, Petty Cash disbursements and Direct Billings
- Checks cashiers' work at end of shift to ensure all transactions are reconciled with proper approvals and endorsements
Education
Computer Technology - Computer Engineering
Miami Job Corps Center
Opa-locka, FL10-2007
High School Diploma -
Sheeps Head Bay High School
Brooklyn, NY06.2002
Skills
- Guest Safety
- Scheduling and Calendar Management
- Daily Reporting
- Customer Service
- Hospitality services
- Listening Skills
- Front Desk Supplies Management
- Promotions
- Maintenance Requests
- Guest Amenities
- POS System Operation
- Staff Supervision
- Spanish Fluency
- Guest Services
- Telephone and Email Etiquette
- Employee Training
- Training and Mentoring
Timeline
Front Desk Manager/Front Office Administrator
Infinity At Brickell/First Services Residential
10.2023 - Current
FRONT DESK SUPERVISOR
The South Bay Club/ Castle Group
01.2018 - 10.2023
Unarmed Security Officer/Front Desk Clerk
50 Biscayne Condo/Guardian Security Services
06.2017 - 12.2023
Computer Technology - Computer Engineering
Miami Job Corps Center
High School Diploma -
Sheeps Head Bay High School
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