Cynthia Lora
Miami,FL
Summary
Personable Guest Service Manager with skills in handling financial transactions and maintaining property management systems. Over 5 years of customer service experience and extensive knowledge of hotel operations and procedures. Builds supportive work environments that boost staff efficiency.
Overview
14
14
years of professional experience
Work History
Guest Service Manager
Miami Marriott Biscayne Bay
04.2024 - Current
- Assisted with guest check-in and check-out procedures, confirming that guests reach correct room.
- Resolved guest complaints effectively, demonstrating empathy and problem-solving abilities.
- Attended to customer needs, responding to questions, complaints and escalations.
- Analyzed feedback from guest surveys, identifying areas for improvement and implementing necessary changes to enhance service quality.
- Increased repeat business by ensuring exceptional customer service and maintaining positive guest relationships.
- Monitored staff training, scheduling and shift changes.
- Evaluated employee performance regularly, offering constructive feedback and coaching as needed to improve individual skill sets and overall team effectiveness.
- Maintained well-regarded concierge services to provide guests with assistance and convenient information about local attractions.
- Created and managed accurate occupancy forecasts and budgets.
- FPG Champion
- BSA Audits passed with 90%.
- Weekly Reports and Meetings Attended.
- Overnight Experience.
- Created open communication environment within the team that encouraged idea-sharing and fostered collaboration among colleagues for continuous improvement efforts.
- Hired and trained new employees, demonstrating best methods for serving clients and guests.
Front Office Supervisor
JW Marriott Marquis & Hotel Beaux Arts
02.2022 - 03.2023
- Developed procedures to establish accurate and organized check-in and check-out processes.
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
- Standardized office structures and processes to promote collaboration and increased performance.
- Dispersed petty cash to employees and collected and managed receipts.
- Coached employees through day-to-day work and complex problems.
- Prepared agendas and took notes at meetings to archive proceedings.
- Monitored customer service trends and provided insights to management team for further improvement.
- Delivered performance reviews, recommending additional training or advancements.
- Gxp ,PMS and Marsha trained
- Currently role of Manager on Duty
Patient Access Representative
Lcmc Health
02.2019 - 01.2022
- Facilitated communication between patients and various departments and staff.
- Identified insurance payment sources and listed payers in proper sequence to establish chain of payment.
- Responded to inquiries by directing calls to appropriate personnel.
- Obtained patient's insurance information and determined eligibility for benefits for specific services rendered.
- Performed patient scheduling and registration functions to serve as initial contact point for medical office visits.
- Utilized knowledge of electronic medical record systems and medical terminology to perform diverse data entry tasks.
- Secured patient information and confidential medical records in compliance with HIPAA privacy rule standards to protect patient's privacy.
- Provided excellent customer service to patients and medical staff.
- Answered incoming calls, scheduled appointments and filed medical records.
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
- Collected and entered patient demographic and insurance data into computer database to establish patient's medical record.
- Offered simple, clear explanations to help clients and families understand hospital policies and procedures.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Received patient deductibles and co-pay amounts and discussed options to satisfy remainder of patient financial obligations.
- Followed document protocols to safeguard confidentiality of patient records.
Medical Representative
South Florida Pulmonary
05.2010 - 05.2018
- Organized, maintained and updated information in computer databases.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Assisted with onboarding new clients and securing paperwork completion.
- Answered central telephone system and directed calls accordingly.
- Maintained confidentiality of information regarding clients and company.
- Operated multi-line telephone system to answer and direct high volume of calls.
- Provided clerical support to company employees by copying, faxing, and filing documents.
- Confirmed appointments, communicated with clients, and updated client records.
- Handled assignments independently with good judgement and critical thinking skills.
- Handled cash transactions and maintained sales and payments records accurately.
Education
Associate of Arts -
Miami Dade College
Miami, FL05.2011
High School Diploma -
St Brendan High School
Miami, FL05.2009
Skills
- Organization and Planning
- Oral and Writing Communication
- Daily Shift Oversight
- Front Office Management
- Reservations Assistance
- Exceptional Customer Support
- Office Meetings
- Issue Handling
- Training and Development
- Departmental Relationships
- Listening Skills
- Hospitality Service
- Property Management Systems
- Business Forecasting
- Team Management
- Report Preparation
- Guest Relations
- Interviewing and Hiring
Timeline
Guest Service Manager
Miami Marriott Biscayne Bay
04.2024 - Current
Front Office Supervisor
JW Marriott Marquis & Hotel Beaux Arts
02.2022 - 03.2023
Patient Access Representative
Lcmc Health
02.2019 - 01.2022
Medical Representative
South Florida Pulmonary
05.2010 - 05.2018
Associate of Arts -
Miami Dade College
High School Diploma -
St Brendan High School
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