Deborah Roy-Martinez
Chicago,IL
Summary
Administrative leader offering experience prioritizing and delegating administrative tasks to drive goal achievement. Proficient in schedule coordination, resource allocation and office supply inventory management. Dedicated to training and mentoring top talent while cultivating a productive work culture. Dynamic and resourceful individual bringing hospitality office management expertise developed over 17 years of experience. Certified with specialized knowledge in PMS systems such as Opera, Fosse, OnQ R&I, Salesforce/Delphi. Offering demonstrated leadership skills and proficiency in multiple areas including guest relations, employee training and organizational skills.
Overview
12
12
years of professional experience
Work History
Appraisal Coordinator
Guaranteed Rate
Chicago, Illinois
01.2021 - 02.2022
- Opened and monitored the completion of stipulations.
- Conducted daily follow-up on all work in progress by communicating with appraisers for status reports.
- Answered incoming emails and phone calls related to order assignments in time to maintain efficient appraisal order process.
- Communicated with fee appraisers regarding orders, reports, and assignment schedules.
- Resolved issues through active listening and open-ended questioning, escalating major problems to management.
- Completed internal loan transfers.
- Ensured all UCDP documents were added to the appraisal folder prior to closing.
Group Housing and Billing Coordinator
Marriott Marquis
Chicago, Illinois
03.2020 - 08.2020
- Created all group blocks that were individually assigned to me.
- Built reservation links.
- Entered all rooming lists and set up billing according to contract.
- Processed all reservation requests, changes, and cancellations received by phone, fax, or email.
- Identified guest reservation needs, determine appropriate room type, and verified availability of room type and rate.
- Explained guarantee, special rate, and cancellation policies to all callers.
- Communicated information regarding VIP and amenity requests to appropriate departments.
- Executed set-up of proper billing accounts according to Accounting policies.
- Finalized group blocks with thank you letters or emails.
- Sent final group block pickup numbers to Sales for proper tracking.
Senior Event Manager
Courtyard By Marriott | White Lodging Services
Chicago, Illinois
06.2019 - 08.2019
- Managed administrative logistics of events planning, event booking, and event promotions.
- Oversaw preparation and management of event budgets to ensure requests of clients were met.
- Coordinated catering services and planned menus to complement event themes and managed weekly BEO meetings with staff.
- Promoted adherence to client-event requirements through delegation, prioritizing, and management of product lifecycle from concept to execution.
- Solicited feedback from clients to assess event success and uncover opportunities for improvement.
- Supervised onsite team of caterers, audio-visual technicians, and facility management team.
- Executed detailed banquet event order and check to all clients and final billing correctly over to Director of Finance.
- Analyzed GRC log for 90 days out with the Director of Sales and Regional Managers.
Area Event Manager
Midway Hotel Center | Interstate Hotel And Resorts
Chicago, Illinois
01.2018 - 06.2019
- Event Manager for Courtyard by Marriott, Fairfield Inn by Marriott, Hampton Inn, Hilton Garden Inn, Holiday Inn Express and Sleep Inn.
- Created all group blocks assigned to me for above listed properties.
- Created reservation links or entered rooming list.
- Executed correct billing set up for each group block and ensured payment prior to meetings/ check-in.
- Managed administrative logistics of events planning, event booking and event promotions.
- Oversaw preparation and management of event budgets to deliver at or below projected costs.
- Managed weekly BEO meetings with General Manager, Assistant General Managers and banquet staff.
- Coordinated catering services and planned menus to compliment client requests.
- Solicited feedback from clients to assess event success and uncover opportunities for improvement.
- Delivered prompt payment for event vendors, venues, staff, and transportation providers.
- Fostered relationships with local suppliers to obtain best price, quality, and delivery of products.
- Analyzed and distributed weekly GRC log for 90 days out while maximizing revenue opportunities by making last minute reservations or releasing inventory for rack rate sales.
- Send out daily events for Marriott, Courtyard by Marriott, Fairfield Inn by Marriott, Hampton Inn, Hilton Garden Inn, Holiday Inn Express and Sleep Inn.
- Ensured all billing was correct prior to sending receipt out to client with thank you.
- Proficient in Opera, Fosse, OnQ R&I, Choice Advantage, Salesforce/Delphi.
- Ordered all office supplies for Sales and Event departments.
- Trained Senior/Area Event Managers on creating group blocks.
Group Housing Coordinator
Midway Hotel Center | White Lodging Services
Chicago, Illinois
02.2014 - 01.2018
- Responsible for building all contracted group blocks provided through our Sales Team for Marriott, Courtyard by Marriott, Fairfield Inn by Marriott, Residence Inn by Marriott, Hampton Inn, Hilton Garden Inn, Holiday Inn, Holiday Inn Express, Sleep Inn and eventually Hyatt Place
- Confirm, code and process reservations for all above listed properties.
- Blocked group rooms and rate effectively.
- Entered rooming lists and ensured correct billing as listed in contracts.
- Created personalized reservation links.
- Created group coversheet in Delphi, identified and executed VIP requests and distributed weekly to hotel associates.
- Analyzed and maintained inventory in data bases on a daily basis to optimize revenue for each property.
Lead Guest Service Representative
Holiday Inn Midway | Midway Hotel Center
Chicago, Illionis
10.2008 - 02.2014
- Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
- Collaborated with team members to handle guest requirements from check-in through check-out.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Collected room deposits, fees and payments.
- Took reservations over phone and through email, recording guest information in computer system and verifying details.
- Delivered above-and-beyond service to guests and winning associate of the Quarter on an annual basis.
- Communicated problems regarding guest rooms to housekeeping services and maintenance personnel.
- Assisted in Accounting by posting checks to AR accounts.
- Trained all new hires.
- Ordered and maintained front desk supplies and completed orders for sundry/gift shop.
- Opened and closed for housekeeping manager on days off (2012-2014)
- Ran reports detailing daily guest numbers, accounting expenses and income and room service usage.
- Assisted guests with directions to any place and offered personal recommendations for dining and entertainment.
- Kept accounts in balance and ran daily reports to verify totals and ensure all payments were completed by time of check-out.
- Contacted housekeeping staff and maintenance department immediately to resolve guest room issues.
- Promoted hotel brand's loyalty program through creating incentives for all front desk associates.
- Assisted in helping with banquets and bartending when requested.
Education
Richard J Daley College
7500 S Pulaski Road Chicago, Illinois03.2010
Skills
- Decision Making
- Schedule Coordination
- Report Preparation and Analysis
- Performance Management
- Complex Problem Solving
- Handling Customer Complaints
- Administration and Operations
- Database Maintenance
- Friendly and Relatable
- Honesty and Integrity
- Office Equipment Management
- Multitasking and Prioritization
- Microsoft Office
- Attention to Detail
- Confidence and Drive
- Remote Work Coordination
- Customer Service Management
- Verbal and Written Communication
- Cross-Functional Collaboration
- Program Planning and Development
- Client Relations
- Staff Training
- Budget Planning and Administration
- Problem Anticipation and Resolution
- Time Management
- Clear Communication
- Regulatory and Legal Compliance
- Facilities Management and Maintenance
- Reading Contracts
- Reservations Management
- Problem Solving
- Customer Service
- Invoicing and Billing
- Data Entry
- Cash Handling
- Documentation and Recordkeeping
- Data Analysis
- Data Confidentiality
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Appraisal Coordinator
Guaranteed Rate
01.2021 - 02.2022
Group Housing and Billing Coordinator
Marriott Marquis
03.2020 - 08.2020
Senior Event Manager
Courtyard By Marriott | White Lodging Services
06.2019 - 08.2019
Area Event Manager
Midway Hotel Center | Interstate Hotel And Resorts
01.2018 - 06.2019
Group Housing Coordinator
Midway Hotel Center | White Lodging Services
02.2014 - 01.2018
Lead Guest Service Representative
Holiday Inn Midway | Midway Hotel Center
10.2008 - 02.2014
Richard J Daley College
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