Dominique Martinez

• Orchestrated cross-departmental initiatives to prioritize guest satisfaction at every touch-point of their journey, ensuring a seamless and personalized experience reflective of the hotel's luxury brand.

• Implemented revenue-driven strategies and innovative service programs tailored to high-end clientele, optimizing pricing and maximizing profitability while maintaining service excellence.

• Managed and provided strategic direction to diverse departments including Front Desk, Food and Beverage, Housekeeping, and others, ensuring alignment with the hotel's overarching goals and standards.

• Championed proactive guest recovery and problem resolution, empowering team members across departments to address issues swiftly and effectively to ensure guest satisfaction and loyalty.

• Utilized guest feedback and data analysis to identify trends and areas for improvement in guest satisfaction, leading to the implementation of targeted initiatives and service enhancements.

• Implemented and maintained efficient office procedures and systems to streamline operations, resulting in improved productivity and organization within the front office.

• Oversaw the training and development of front office staff, ensuring they were equipped with the necessary skills to provide exceptional guest service and handle various guest inquiries and requests effectively.

• Developed and implemented guest communication strategies to enhance guest satisfaction throughout their stay, including personalized welcome amenities, follow-up calls, and guest recognition programs.

• Acted as a liaison between guests and management, effectively resolving escalated issues and ensuring guest concerns were addressed promptly and to their satisfaction.

• Conducted regular audits of front office procedures and guest interactions to uphold brand standards and ensure consistency in service delivery.

• Cultivated a warm and inviting atmosphere, consistently ensuring a friendly and welcoming environment for all guests.

• Orchestrated seamless check-in and check-out experiences, maintaining efficiency while prioritizing personalized service.

• Exhibited exceptional guest service skills by promptly addressing and resolving inquiries, complaints, and requests, fostering guest satisfaction and loyalty.

• Conducted thorough audits of daily financial transactions, ensuring accuracy and compliance with established protocols, contributing to financial integrity.

• Upheld strict standards and procedures in food and beverage preparation, consistently delivering high-quality products and enhancing guest dining experiences