Summary
Overview
Work History
Education
Skills
Timeline
Generic

Jennifer Linares

White Plains,NY

Summary

Dedicated hospitality professional with a proven track record of delivering exceptional guest service and fostering team cohesion across various hotel establishments. Adept in reservation management, financial oversight, and proactive guest satisfaction enhancement. Seeking a role that leverages my skills to excel in a dynamic office assistant/administrative environment

Overview

11
11
years of professional experience

Work History

Guest Services Representative

Westchester Marriott
03.2018 - Current
  • Warmly welcome and acknowledge guests, using their names when possible.
  • Process guest check-ins efficiently, confirming reservations, verifying identities, and ensuring compliance with property policies.
  • Professionally address guest service needs in a timely and positive manner.
  • Engage in conversations with guests about their stay, property services, and local attractions.
  • Actively listen and respond positively to guest inquiries and concerns, using established processes to resolve issues and build trust.
  • Coordinate with Housekeeping to prepare rooms for check-in and report guest concerns.
  • Monitor changes in room status (early check-outs, late check-outs, etc.) for Housekeeping.
  • Collaborate with colleagues to ensure prompt guest service and coverage.
  • Anticipate guests' service needs through effective communication.
  • Verified billing accuracy for guests, reviewing itineraries with each reservation to promote clear understanding of their folios upon check-out.
  • Foster positive working relationships with colleagues and other departments.
  • Comply with quality assurance expectations and standards.

Front Office Manager

Courtyard By Marriott
09.2017 - 03.2018
  • Managed a team of guest services representatives and shuttle van drivers.
  • Scheduled front office and shuttle van staff, considering business demands, market occupancy trends, and budget constraints.
  • Processed weekly front office payroll with a focus on accuracy.
  • Conducted daily team huddles to review pass-ons and guest satisfaction goals.
  • Collaborated with the in-house sales team to coordinate group reservations and meeting room functions.
  • Provided support to the Bistro staff during peak hours to ensure efficiency and guest satisfaction.

Front Desk Supervisor

Courtyard By Marriott
03.2017 - 09.2017
  • Served as a departmental role model and mentor, working alongside employees.
  • Ensured hourly employees were trained on company core values, job roles, responsibilities, and technical aspects.
  • Collaborated with management to improve department performance and guest/employee satisfaction.
  • Maintained direct contact with high-level guests to ensure return business.
  • Assisted management in providing necessary resources to hourly employees.
  • Encouraged and motivated employees to perform their best and provide input on improvements.

Guest Services Representative

Hotel Hugo
03.2015 - 03.2017
  • Performed all duties and responsibilities as a Guest Services Representative.
  • Responded to special requests from guests and followed up to ensure satisfaction.
  • Maintained direct contact with high-level guests to ensure return business.
  • Acted as Manager on Duty during overnight shifts when applicable.
  • Ensured an uninterrupted environment for guests during peak hours in the hotel rooftop bar and lounge.

Front Office Supervisor

Sheraton Hotel & Resorts
11.2013 - 03.2015
  • Acted as a substitute Manager On Duty during PM shifts.
  • Served as a departmental role model and mentor, working alongside employees.
  • Assigned and ensured timely completion of work tasks meeting quality standards.
  • Assisted management in setting goals, performance expectations, and communicating them to the front office staff.
  • Followed up with guests to ensure their requests were met to their satisfaction.
  • Prioritized and resolved outstanding requests or problems from the previous day.
  • Assisted in weekly scheduling of the front desk staff.
  • Assisted the in-house sales team with banquet and group reservations coordination.
  • Accompanied the sales team on business account visits to maintain strong account relations and identify new business opportunities.
  • Ensured hourly employees were trained on company core values and technical aspects of their roles.

Guest Services Representative

Sheraton Hotel & Resorts
05.2012 - 11.2013
  • All duties and responsibilities as a Guest Services Representative as listed above.

Education

Nurses Aid Certification - Medical Assisting

SUNY Westchester EOC
Yonkers, NY
02.2010

High School Diploma -

Saunders Trades & Technical High School
Yonkers, NY
06.2008

Skills

  • Exceptional Customer Service and Guest Relations
  • Efficient Reservation Management and Appointment Scheduling
  • Strong Communication and Active Listening
  • Leadership and Team Development
  • Financial Oversight and Billing Accuracy
  • Collaborative Problem-Solving and Process Improvement
  • Multitasking and Task Prioritization
  • Compliance with Quality Assurance and Confidentiality Standards

Timeline

Guest Services Representative

Westchester Marriott
03.2018 - Current

Front Office Manager

Courtyard By Marriott
09.2017 - 03.2018

Front Desk Supervisor

Courtyard By Marriott
03.2017 - 09.2017

Guest Services Representative

Hotel Hugo
03.2015 - 03.2017

Front Office Supervisor

Sheraton Hotel & Resorts
11.2013 - 03.2015

Guest Services Representative

Sheraton Hotel & Resorts
05.2012 - 11.2013

Nurses Aid Certification - Medical Assisting

SUNY Westchester EOC

High School Diploma -

Saunders Trades & Technical High School

Similar Profiles

CREATE PROFILE
Jennifer Linares