Summary
Overview
Work History
Education
Skills
Timeline
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Jolyn Santana

The Bronx

Summary

Result-driven hospitality professional with a strong track record of achieving organizational goals through efficient, detail-oriented practices. Known for delivering outstanding customer service, excelling in fast-paced environments, and adapting quickly to new challenges. Passionate about enhancing guest experiences and driving overall business success.

Overview

8
8
years of professional experience

Work History

Reservations Supervisor

The Ludlow Hotel
09.2024 - Current
  • Assisted in the development of promotional packages, driving revenue growth within the department.
  • Enhanced customer satisfaction by efficiently managing reservations and promptly addressing inquiries.
  • Consistently met or exceeded performance metrics for call handling, reservation accuracy and upselling.
  • Developed strong relationships with clients, leading to repeat bookings and referrals.
  • Maintained up-to-date knowledge of hotel policies, rates, and promotions to provide accurate information to guests.

Front Office Manager

The Moore Hotel
05.2023 - 07.2024
  • Created weekly schedules for front office staff members to ensure appropriate coverage during peak hours or high demand periods.
  • Reconciled end-of-day reports to determine accurate billing and payment processing.
  • Resolved guest complaints professionally, maintaining positive relationships with customers for future business opportunities.
  • Enhanced guest satisfaction by efficiently reviewing and addressing feedback.
  • Developed procedures to establish accurate and organized check-in and check-out processes.
  • Implemented staff training programs, improving employee performance and team cohesion.
  • Facilitated team meetings to discuss performance goals, guest feedback, and areas for improvement.

Assistant Front Office Manager

The Ludlow Hotel
03.2020 - 05.2023
  • Assisted in the recruitment process for front office staff, ensuring a strong team of well-trained employees.
  • Balanced daily cash transactions, accurately maintaining financial records for the front office department.
  • Collaborated with housekeeping and maintenance departments to ensure room availability and quality standards.
  • Enhanced guest satisfaction by efficiently managing front office tasks and addressing customer concerns promptly.
  • Oversaw group reservations, working closely with event planners and sales teams to accommodate special requests as needed.
  • Increased repeat business through personalized guest interactions and exceptional service delivery.
  • Provided support to the Front Office Manager during peak times or staff absences, ensuring consistent management presence at all times.

Front Desk Agent & Concierge

The Ludlow Hotel
10.2017 - 03.2020
  • Welcomed each new arrival pleasantly and confirmed reservations and identification.
  • Took reservations over phone, in person, and via computer for guests and provided confirmation information.
  • Resolved guest issues promptly, resulting in positive feedback and return visits.
  • Handled incoming calls professionally, directing inquiries to appropriate personnel as needed.
  • Provided knowledgeable recommendations for local attractions, dining options, and transportation services to enhance guest experiences.
  • Collected room deposits, fees, and payments.

Education

Bachelor - Hospitality Management

Monroe College
Bronx, NY
06-2015

Skills

  • Leadership & Training: Experienced in
    staff training, quality control, and
    project management with the ability to
    effectively lead and support front office
    operations
  • Administrative & Technical Proficiency:
    Skilled in OPERA, Revinate, Infor HMS, Canary,
    Microsoft Word, POS systems, credit
    card payment and refund processing, as
    well as general administrative functions
  • Guest Services & Hospitality: Proficient
    in hospitality services, guest relations,
    and customer service with a strong
    focus on relationship building
  • Communication & Problem Solving:
    Strong oral and written communication
    skills; excels in resolving issues
    efficiently while maintaining positive
    customer relationships

Timeline

Reservations Supervisor

The Ludlow Hotel
09.2024 - Current

Front Office Manager

The Moore Hotel
05.2023 - 07.2024

Assistant Front Office Manager

The Ludlow Hotel
03.2020 - 05.2023

Front Desk Agent & Concierge

The Ludlow Hotel
10.2017 - 03.2020

Bachelor - Hospitality Management

Monroe College

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Jolyn Santana