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
The Ludlow Hotel
2024.09 - 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
2023.05 - 2024.07
- 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
2020.03 - 2023.05
- 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.
- 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 the sales team to accommodate special requests as needed.
- 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
2017.10 - 2020.03
- Welcomed each new arrival pleasantly and confirmed reservations and identification while collecting room deposits, fees, and payments.
- 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.
Education
Herbert H. Lehman High School
Bronx, NY2010-06
Skills
- Experienced in staff training, quality control, and project management with the ability to effectively lead and support front office operations
- Skilled in OPERA, Revinate, Infor HMS, Canary, Onyx WPS, Shift4, Microsoft Word, POS systems, credit card payment and refund processing, as well as general administrative functions
- Proficient in hospitality services, guest relations, and customer service with a strong focus on relationship building
- Strong oral and written communication skills; excels in resolving issues efficiently while maintaining positive customer relationships
- Experienced in handling end-to-end payroll operations, including timesheet validation, and timely disbursement
Timeline
Reservations
The Ludlow Hotel
2024.09 - Current
Front Office Manager
The Moore Hotel
2023.05 - 2024.07
Assistant Front Office Manager
The Ludlow Hotel
2020.03 - 2023.05
Front Desk Agent & Concierge
The Ludlow Hotel
2017.10 - 2020.03
Herbert H. Lehman High School