Isai Martinez
Inglewood
Summary
Experienced hospitality professional with over 10 years in the industry, beginning my leadership journey as Front Desk Manager at New York-New York Hotel & Casino. Known for being a highly motivated and dependable team leader with a strong, well-rounded skill set in guest service, staff training, and mentoring new team members. A proven customer service expert who consistently goes above and beyond expectations. Recognized for stepping up when needed, supporting team success, and maintaining high service standards. Currently seeking a leadership position to further grow within the company and contribute to continued operational excellence.
Overview
8
8
years of professional experience
Work History
Manager On Duty
Long Beach Marriott
- 01.2025
- Led day-to-day front desk operations for a busy hotel, ensuring seamless guest experiences while maintaining brand standards and service excellence.
- Fostered a positive and collaborative team environment through clear communication, mutual respect, and leading by example.
- Regularly stepped in to support team members in various roles, ensuring operational continuity during staff shortages or peak business hours.
- Recognized and rewarded employee contributions across all shifts, boosting morale and promoting a culture of accountability and excellence.
- Worked closely with the Front Office Manager to identify service gaps and implement process improvements based on guest feedback and satisfaction surveys.
- Handled guest complaints and service recovery situations with professionalism, turning potential issues into positive guest experiences.
- Empowered front desk staff to resolve guest concerns independently, providing coaching, real-time feedback, and development opportunities.
- Participated in pre- and post-convention meetings, communicating key updates to the front office team to ensure flawless execution of group arrivals and events.
- Maintained compliance with all front office policies, procedures, and financial controls, including credit management and customer recognition programs.
- Acted as Manager-on-Duty or as the Front Office Manager in their absence, ensuring leadership continuity and maintaining service quality.
- Played a key role in driving guest satisfaction improvements and upholding a high standard of hospitality throughout all interactions.
Assistant Store Manager
TUMI
11.2023 - 12.2024
- Assuring KPIs (Key Performance Indicators) are being met.
- Making sure that the store team are performing and completing their assigned tasks.
- Encouraging the store team to meet the daily store sales goal.
- Completing store operations such as store supplies orders, archiving the deposit log weekly, ensuring all documents are properly filled and completed, ensuring all ups tracking log, monthly deposit log, and shipping log are accurate and updated into the main drive.
- Ensuring that all store documents such as vendor log, employee sales log, weekly deposit log, emergency contact list, and inventory log are up to date and properly stocked.
- Addressing the policy and protocol when needed to the store team.
- Coordinating with other vendors when needed to fulfill the needs of the store.
- Customer service.
- Evaluating the members of the store team on a quarterly basis.
- Troubleshooting.
- Effective communicator with higher management to aid with store operations.
Group Services Specialist
MGM Resorts Int.
10.2021 - 11.2023
- Ensuring accuracy on contracted rates, inventory, resort fee package, concessions, any premiums items on conventional groups
- Assisting with housing needs on building multiple property blocks in passkey and property management system (opera)
- Monitoring pick-up reports, inputting reservations (mostly processing rooming list), assisting guest over the phone, managing sub-block agreements, reviewing sales contracts: ensuring all contractual obligations are met
- Responding in a timely manner and in both communication: verbal and written between group contacts, clients, sales, & service managers
- Providing and expediting guest resolution with any service in need
- Assisting revenue management by monitoring rates, availability, inventory levels, and bookings
- Assisting accounting in settlement of posting masters accounts for subgroups with billing
- Preparing estimated charges for groups and collecting payment
- Attending pre-conferences, pre-planning, off-site meetings with clients
- Ensuring all special guest request are met
- Like late check outs and VIP set ups., Assist wholesaler with reservations, cancelations, billing and special amenities request
- Managing a multi-phone line, proving customer service and answering all guest inquiries.
- Building multiple property blocks and rates in passkey and property management system(s)
- Monitoring pick-up reports, imputing reservations, and managing sub-block agreements.
- Reviewing sales contract to ensure contractual obligations are met
- Maintain and monitor rates, inventory levels, availability, bookings, and content information for all channels of distribution
- Performing Manager level of service, taking initiative, making effective, critical decisions that would accommodate the guest in the best quality service.
Front Desk/ PBX, Guest Relations/ Front Desk Manager
NewYork-NewYork Hotel & Casino
11.2016 - 06.2020
- Greeting the Guest: Becoming approachable
- Gathering and Imputing information, Confirming reservation dates and room type
- Collecting payment, verifying guest's credit card or method of payment to avoid fraud activity
- Interact with guest, entertain the guest, and to wow the guest with our S.H.O.W services
- Accommodating the guest based on their needs and special request
- Informing the guest about M-life, hotel promotions, amenities and services
- Providing directions: guest's room, restaurants, along the casino, concierge, etc.
- Answering Multi-line phone system
- Efficient on high volume calls without compromising quality service
- Effective communicator with the property operations in housekeeping, security, engineering, casino and front services
- Managing reports such as: due outs, room discrepancy, over the credit limit: monitoring guest's account balance, ensuring they are not over their limit
- Scheduling wake-up calls, assisting with directing calls to the right departments, being informative on calls with the hotel's available amenities, updated information on venues' hours of operation
- Assisting Front Desk with any inquiries regarding reservations, assigning rooms, settling bills, etc
- Collaborating with Hotel of Operations Manager to strategies with staffing needs and ensuring a smooth shift
- Assisting front desk agents with any needs such as: guest issues, understanding SOPs & company policy, inquiry about room type availability, guest concerns, translating for spanish speaking, assistance on checking in guest from a long line, and any other questions and concerns
- Managing front of the house reports: hourly count report
- Scheduling tool: which is a monitoring tool on rooms being checked in, in a timely matter
- Fraud report
- MCB: Manager Call Backs on guest to follow up on
- Housekeeping charge report
- Monitoring SmartQ: ensuring rooms are assign for upcoming reservation with mobile check in and collecting payment
- Resolve any issues that the guest have
- Effective communicator with operation teams, such as: bell desk, security, concierge, housekeeping, EVS, and engineering
- Ensuring on front desk agents are preforming their daily duties, encouraging to follow the company's SOPs & policy properly
- Managing & strategizing on front desk agent's lunches and breaks.
Education
Bachelor of Science - Cybersecurity
Waldorf University
Forest City, IADiploma - undefined
San Marcos High School
San Marcos, CA06.2009
Skills
- Mentoring and Training
- Bilingual: English & Spanish - able to read, write and fluently speak
- Resourceful
- Team Collaboration
- Complaint Resolution
- Multitasking and Organization
- Customer Service
- Price Quoting
- Documentation and Reporting
- Listening Skills
- Quality Inspection
- Tech-Savvy
- Attention to Detail
- Time Management
- Adaptable
- Rapid learner
Timeline
Assistant Store Manager
TUMI
11.2023 - 12.2024
Group Services Specialist
MGM Resorts Int.
10.2021 - 11.2023
Front Desk/ PBX, Guest Relations/ Front Desk Manager
NewYork-NewYork Hotel & Casino
11.2016 - 06.2020
Manager On Duty
Long Beach Marriott
- 01.2025
Diploma - undefined
San Marcos High School
Bachelor of Science - Cybersecurity
Waldorf University