Cyd Nunez
Summary
Experienced Guest Services Manager with a solid background in leading and motivating teams in the hospitality sector. Adept at overseeing daily operations, training staff, and implementing efficient procedures to optimize team performance and guest satisfaction. Proven ability to cultivate a positive work environment, resolve conflicts, and drive adherence to high standards.
Overview
24
24
years of professional experience
1
1
Certification
Work History
Guest Services Manager
Air Force Inns, Liberty Lodge
RAF Lakenheath, United Kingdom
12.2023 - Current
- Directs the efficient 24/7 operation of the Lodging Guest Front Desk, overseeing a team of 10 staff members to ensure seamless service delivery and guest satisfaction.
- Conducts regular performance evaluations of staff members to foster growth, development, and accountability in the workplace.
- Accepts requests for reservations - group and individual, according to space availability.
- Orders and issues non-availability numbers when adequate quarters are not available and assigns eligible TDY and PCS travelers to commercial contract quarters.
- Calculates and posts charges to patrons accounts and balances totals with control records. Accepts payment, makes change, and presents departing guest's checkout statements. Prepares and safeguards cash receipts, preparing daily cashiers' report and daily activity report.
- Conducts thorough room inspections for all 155 rooms to uphold and maintain high quality standards.
- Oversees the Lost and Found Program.
- Ensures a night audit is performed daily.
- Maintains the retail sales inventory comprised of sundry and beverage items available for patron purchase.
- Collaborates with the team by performing non-supervisory duties as a Guest Service Representative in the Lodging guest reception, as time permits.
- Implements effective corrective actions to resolve work problems, fostering a proactive work environment and ensuring continuous improvement in operations.
- Creates a schedule to ensure optimal 24/7 coverage.
- Manages LNDH payroll and SETS tracking and submission, ensuring accurate and timely processing of payroll for 10 employees.
- Commercial hotel liaison for 19 hotels in the surrounding areas.
- Serves as a primary point of contact for the 48th FW Protocol Office, receiving and coordinating reservation requests for Distinguished Visitors to ensure seamless hospitality arrangements.
- Proactively resolves grievances and complaints, employing empathetic communication and problem-solving skills to achieve satisfactory resolutions and maintain positive relationships.
- Extensive knowledge of the Property Management System - DLS.
Accountant/Trainer NF-03
Air Force Inns, Liberty Lodge
RAF Lakenheath, United Kingdom
06.2023 - 12.2023
- Reviews night audit reports and resolves out-of-balance accounts and posting errors.
- Handles fee collection directly from guests or units and prepares bills.
- Responsibly manages Guest Folio phone inquiries and follow-up’s.
- Accurately processes daily credit card deposits and controls petty cash funds.
- Maintains lodging files and ADPE records as the designated records custodian.
- Oversees lodging awards program, schedules team socials, and collaborates with section managers on activities.
- Monitors and facilitates lodging's hospitality training and development programs in compliance with Air Force Lodging standards.
- Tracks hospitality certification requirements and coordinates training needs with section supervisors.
- Manages training calendars, schedules employees for classes, and tracks employee attendance.
- Conducts regular training record reviews and communicates results to lodging management.
- Monitors customer feedback and comment cards.
- Oversees the Quality Assurance Evaluation program of 155 rooms in accordance with AF standards.
- Conducts 25% of room inspections quarterly, properly notifies section managers of discrepancies found and follows up until resolved.
- Manages lodging-specific new employee training; schedules and addresses performance shortcomings.
- Documents staff training and development for supervisors' records.
Senior Lead Guest Service Representative NF-02
Air Force Inns, Liberty Lodge
RAF Lakenheath, United Kingdom
02.2022 - 06.2023
- Oversees Front Desk operations and leads a team of ten in providing exceptional customer service to guests.
- Trained and onboarded eight new Front Desk team members in all aspects of Front Desk Operations including properly use of the Property Management System (PMS)- DLS.
- Coordinates required training for all Front Desk employees, focusing on customer service, safety and operational procedures while ensuring compliance with regulatory requirements and organizational standards.
- Cross trained as backup trainer. Monitoring and tracking employee training progress, ensuring timely completion of required courses and certifications while providing reports to management as needed.
- Prepares and delivers concise and informative briefings, covering topics such as operational updates, policy changes, and upcoming events or activities.
- Conducts quality assurance inspections to uphold high standards for 155 rooms.
- Extensive knowledge of the Property Management System (PMS) - DLS, to include tracking transactions from guests check-in to payment and reconciliation on lodging financial statements.
- Completed 982 reservations and sold 12,277 bed nights within the last year.
- Maintains accurate and up-to-date guest records and handle guest inquiries, requests, feedback and complaints in a prompt and professional manner.
- Collaborates with housekeeping and maintenance staff to ensure that guest rooms are clean, well-maintained, and fully stocked with necessary amenities.
- Calculates and post charges to guest accounts and balances totals with control records. Prepares and safeguards cash receipts, prepares daily cashier reports and daily activity reports. Ensuring required information is received and entered into guest folios.
- Works closely with guest services representatives to fix posting errors.
- Collaborates with Front Desk Manager to develop and implement monthly work schedule ensuring optimal 24/7 coverage.
- Commercial Hotel Liaison for 19 Local Hotels.
- Successfully maintained and managed the sale of sundry inventory, handling a total of 5,257 items and generating a revenue of $8,489 within the last year.
- Cross-trained into accounting performing a range of accounting tasks, including reconciling daily paperwork, processing accounts receivables(A/R), Group Billing/Direct Billing(DB) and weekly deposits at the Central Cashier Depository.
- Reviews night audit reports and resolves out of balance accounts while tracking and resolving discrepancies in guests billing.
- Reconciled income and expense accounts ensuring validated information for use in NAF budgeting.
- Utilized Merchant Link's to resolve customer chargeback and credit card payment issues.
Guest Service Representative NF-01
Air Force Inns, Liberty Lodge
RAF Lakenheath, United Kingdom
10.2021 - 02.2022
- Received and confirmed room reservations by telephone, email or personal contact.
- Registered and assigned rooms for guests, ensuring that only authorized personnel use government sponsored quarters.
- Calculated and posted charges to guest accounts and balanced totals with control records.
- Accepted payment, made changes, and presented departing guests checkout statements.
- Maintained, sold, and kept inventory of sundry sale items to guests.
- Ensured housekeeping status was updated.
- Recorded and notified maintenance problems reported by guests.
- Worked flexible hours; night, weekend, and holiday shifts.
House Manager
Self-employed
01.2005 - 10.2021
- Managed multiple schedules.
- Created daily routines with built-in flexibility.
- Managed budgets.
Librarian Assistant
Universidad Interamericana de Puerto Rico
08.2001 - 12.2004
- Responded to inquiries and provided basic reference services, helping patrons find relevant information.
- Utilized library management software to update and maintain accurate records of library materials and patron accounts.
- Assisted with interlibrary loan requests.
- Supported library staff with administrative tasks, such as data entry, filing, and maintaining supplies.
Clerk Assistant
Department Of Family And Social Services
05.2000 - 08.2000
- Maintained file systems.
- Organized daily activities.
- Answered and directed phone calls.
- Performed data entry.
Education
Bachelor of Science - Biology
Universidad Interamericana de Puerto Rico
San Germán, PR05.2004
Skills
- Active listening skills
- Attention to detail
- Communication
- Problem solving
- Bilingual Spanish/English
- Strong organizational skills
- Computer Skills to include Microsoft Word, Office and Excel
Certification
Medical Assistant
Lodging Accounting Course
Commercial Hotel Department Training
Timeline
Guest Services Manager
Air Force Inns, Liberty Lodge
12.2023 - Current
Accountant/Trainer NF-03
Air Force Inns, Liberty Lodge
06.2023 - 12.2023
Senior Lead Guest Service Representative NF-02
Air Force Inns, Liberty Lodge
02.2022 - 06.2023
Guest Service Representative NF-01
Air Force Inns, Liberty Lodge
10.2021 - 02.2022
House Manager
Self-employed
01.2005 - 10.2021
Librarian Assistant
Universidad Interamericana de Puerto Rico
08.2001 - 12.2004
Clerk Assistant
Department Of Family And Social Services
05.2000 - 08.2000
Bachelor of Science - Biology
Universidad Interamericana de Puerto Rico