Flor Zamora
Bradenton,FL
Summary
Enthusiastic & determined Guest Service Manager with over 3 years of experience in hospitality with international guests. Dedicated professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. Highly motivated Sales Associate with extensive customer service and sales experience. Outgoing sales professional with track record of driving increased revenue, improving buying experience and elevating company profile with targeted markets. Consistently recognized for sales performance and excellence in customer service.
Overview
4
4
years of professional experience
Work History
Guest Service Manager
Courtyard By Marriott Riverfront
Bradenton, FL
03.2022 - Current
- Monitored staff training, scheduling and shift changes.
- Reviewed and responded to Guest Satisfaction Surveys
- Liaised between guests and hotel management, relaying information, promotions and issues.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Monitored guest services personnel for efficiency and accuracy of response to guest complaints.
- Collaborated with outside departments to coordinate solutions and retain guest satisfaction.
- Consistently offered personalized recommendations for guest activities based on detailed conversations with clients upon arrival.
- Coached and developed associates to improve soft skills and recovery techniques.
- Orchestrated temporary storage and delivery of luggage items for guests upon request.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Calculated end of month inventory and submitted tax exemptions with accuracy of proper and supporting documents.
- Worked side by side with sales regional director for upcoming groups.
- Set up rooming list for upcoming arrivals including weddings, team groups, or business groups.
- Completed sales inquiry sheets to provide to sales director.
- Retrieved payment from Groups over $100,000.
- Attended to customer needs, responding to questions, complaints and escalations.
Guest Service Associate/Night Auditor
Courtyard By Marriott Riverfront
Bradenton, FL
03.2019 - 03.2022
- Greeted visitors and customers upon arrival, offered assistance and created personable stay.
- Anticipated guests' service needs by asking questions to better understand needs and listening to guest preferences.
- Welcomed and acknowledged guests with smile, eye contact and friendly verbal greeting using guest's name, boosting overall guest satisfaction scores. As a Marriott, 100% Guest Satisfaction Guarantee.
- Identified and explained room and property amenities to guests, supplying guests with information regarding hours of operation and maps to assist guests in finding way around property.
- Took reservations over phone and through email, recording guest information in computer system and verifying details.
- Completed night audit for guest ledgers to close bank and cash registers, reconciling issues quickly and marking discrepancies while keeping accounts in balance with daily reports ran for totals
- Looked over pending check-ins and payment processes to complete closing procedures.
Cashier & Pharmacy Technician
CVS Pharmacy
Bradenton, FL
05.2018 - 12.2018
- Operated cash register for cash, check and credit card transactions with excellent accuracy levels.
- Helped customers complete purchases, locate items and join reward programs
- Calculated dosage, filled prescriptions and prepared prescription labels with absolute accuracy.
- Assisted pharmacist by filling prescriptions for customers and responding to patient questions regarding prescription and medication-specific issues.
Education
High School Diploma -
Manatee High School
Bradenton, FL05.2018
Skills
- Efficient Service
- Operational Efficiency
- Third-Party Charges
- Professional Customer & Vendor Relationships
- Persuasive Selling
- International & Hotel Reservations
- Management
- 60 Words Per Minute
- Multi-Tasker & Fast Learner
- Group Bookings
- Inventory Count & Purchasing
- Scheduling and Coordinating
- Organized Planner
- Concierge Services
- Complex Problem-Solving
- Customer Inquiries
- Credits and Refunds
- Answering and Routing Calls
Languages
Spanish
Native or Bilingual
Timeline
Guest Service Manager
Courtyard By Marriott Riverfront
03.2022 - Current
Guest Service Associate/Night Auditor
Courtyard By Marriott Riverfront
03.2019 - 03.2022
Cashier & Pharmacy Technician
CVS Pharmacy
05.2018 - 12.2018
High School Diploma -
Manatee High School