DANIEL MARTINEZ
St. George,UT
Summary
Results-driven hospitality leader with extensive experience at Mason Beach Inn, recognized for enhancing customer satisfaction and optimizing operations. Proven expertise in Hospitality Operations Management, leading to significant improvements in financial performance and team development. Fluent in English and Spanish, excelling in client engagement and delivering operational excellence.
Overview
16
16
years of professional experience
Work History
FRONT DESK ASSOCIATE
WINGATE BY WYNDHAM HURRICANE/ZION NATIONAL PARK
Hurricane, Utah
01.2024 - Current
- Being the first point of contact for all of our Guests I play an important role in providing exceptional customer service, both in-person and electronically
- Guest satisfaction is our main priority
- Assist Guests will various inquiries, requests, and concerns; while greeting all individuals with a pleasant, courteous, and professional manner and answering incoming phone calls
- Effectively handle reservation and payment systems while maintaining accurate guest and financial records
FRONT DESK ASSOCIATE
RED LION HOTEL & CONFERENCE CENTER
St. George, Utah
08.2023 - 01.2024
- Being the first point of contact for all of our Guests I played an important role in providing exceptional customer service, both in-person and electronically
- Guest satisfaction was our main priority
- Assisted Guests will various inquiries, requests, and concerns; while greeting all individuals with a pleasant, courteous, and professional manner and answering incoming phone calls
- Handled reservation and payment systems while maintaining accurate guest and financial records
- Provided clerical support to the management team as well as Spanish translation between departments and team members
ASSISTANT GENERAL MANAGER
QUALITY INN
Santa Barbara, California
02.2019 - 03.2020
- Company Overview: Directed all hotel operations while focusing on the improvement of customer service, online presence & social media ratings for the hotel, while creating a better work environment for the team and ownership alike
- Worked closely with owners to improve the Inn's online presence and ratings
- Directly coached & developed staff to provide exceptional customer service and repeat business
- Directed the renovation of guest rooms upon Inn's remodel
- Directed overall front office operations
- Maintained administrative controls and human resource management hiring, dismissing and onboarding new front desk and other staff members
- Managed facility upkeep and resource allocation enforcing high levels of service excellence
- Maintained inventory count for housekeeping and front office departments, including continental breakfast items, to mitigate shrinkage and profit losses
- Processed group sales nurturing relationships with guests to encourage repeat patronage and create new revenue streams based on customer referrals
- Directed all hotel operations while focusing on the improvement of customer service, online presence & social media ratings for the hotel, while creating a better work environment for the team and ownership alike
GENERAL MANAGER
MASON BEACH INN
Santa Barbara, California
07.2013 - 12.2018
- Company Overview: Provided executive-level front office leadership with subsequent supervision of employees to establish excellence in customer centric service, promote the company brand and encourage repeat patronage
- Held concurrent accountability for reconciliation of third party commissions and billing statements
- Collaborated with management staff to develop growth strategies based on customer feedback
- Responsible for managing the daily operations and profitability of the Hotel by directly coaching & developing staff to provide exceptional customer service and repeat patronage
- Directed overall front office operations
- Maintained administrative controls and human resource management hiring, dismissing and onboarding new front desk and other staff members
- Managed facility upkeep and resource allocation enforcing high levels of service excellence
- Maintained inventory count for housekeeping and front office departments, including continental breakfast items, to mitigate shrinkage and profit losses
- Processed group sales nurturing relationships with guests to encourage repeat patronage and create new revenue streams based on customer referrals
- Accountable for revenue management, guest satisfaction, organization leadership, information management, recruit and develop hotel team and proactively create & implement strategies to enhance the profitability and revenue generation of the Hotel
- Provided executive-level front office leadership with subsequent supervision of employees to establish excellence in customer centric service, promote the company brand and encourage repeat patronage
HOUSEKEEPING/FRONT OFFICE SUPERVISOR
BEST WESTERN PLUS, SAN MARCOS INN
Morro Bay, California
10.2011 - 06.2013
- Executed direct supervision of the housekeeping department at three of the Bartfield Motel Group Sister properties, the San Marcos Inn, La Serena Inn and the Masterpiece Hotel
- Cross-trained for all three properties to ensure continuity of business operations in the absence of management presence and maintain above standard levels of excellence
- Conducted regular inspections and audits to reinforce high standards of cleanliness
- Fostered a rapport with housekeeping and maintenance staff to build morale and instill high levels of work ethic and pride
- Supervised workflow for housekeeping, maintenance, front office and management teams to ensure proper coverage and adequate provision of guest services
- Advised the General Manager of any shortages in coverage to facilitate adjustments to scheduling
- Coordinated and facilitated team meetings and staff training
- Supervised deep cleaning projects, renovations and hotel improvements managing project life cycle to ensure minimal inconvenience to guests
FRONT OFFICE CLERK
BEST WESTERN PLUS, CARPINTERIA INN
Carpinteria, California
10.2008 - 07.2011
- Supervised front office operations processing guest check-in and check-out, quoting rates and providing statement adjustments
- Provided front line representation solidifying the company brand and ensuring high levels of customer satisfaction
- Managed guest services including meeting and event management and coordination of guest transportation services
- Extended concierge services providing travel directions, recommending dining and entertainment venues and area attractions
- Trained and mentored new employees to encourage superior customer service
- Prepared all administrative reporting including recommendations for resource allocation, labor control and account reconciliation
Education
HOSPITALITY PROGRAM -
Cuesta College
San Luis Obispo, CAGENERAL STUDIES -
Santa Barbara City College
Santa Barbara, CASkills
- Front Office Administration
- Hospitality Operations Management
- Talent Acquisition Expertise
- Client Engagement
- Inventory Management
- Financial Performance Oversight
- Quality Assurance
- Workforce Development Strategies
- Collaborative Leadership
- Property management systems
- Housekeeping
- Time management
- Scheduling
- Analytical Problem-Solving
- Fluent in English and Spanish
Highlightsofexpertise
- Front Desk Management
- Hospitality Management
- Human Resources
- Recruiting and Staffing Initiatives
- Client Relations
- Inventory Management
- Profit & Loss Accountability
- Quality Assurance
- Staff Development Programs
- Team Building and Leadership
Timeline
FRONT DESK ASSOCIATE
WINGATE BY WYNDHAM HURRICANE/ZION NATIONAL PARK
01.2024 - Current
FRONT DESK ASSOCIATE
RED LION HOTEL & CONFERENCE CENTER
08.2023 - 01.2024
ASSISTANT GENERAL MANAGER
QUALITY INN
02.2019 - 03.2020
GENERAL MANAGER
MASON BEACH INN
07.2013 - 12.2018
HOUSEKEEPING/FRONT OFFICE SUPERVISOR
BEST WESTERN PLUS, SAN MARCOS INN
10.2011 - 06.2013
FRONT OFFICE CLERK
BEST WESTERN PLUS, CARPINTERIA INN
10.2008 - 07.2011
HOSPITALITY PROGRAM -
Cuesta College
GENERAL STUDIES -
Santa Barbara City College
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