Kenneth Marquina

• Provided leadership to ensure that all Front Office team members are delivering excellent customer service.
• Coordinated with other departments to ensure smooth running of the entire hotel operation.
• Developed and implemented strategies to maximize guest satisfaction and optimize operational efficiency.
• Assisted in recruiting, training, evaluating and developing staff members in order to maintain high standards of performance.

• Spoke with patrons to make conversation, answer questions or to respond to complaints.
• Maintained client accounts by obtaining, recording and updating personal and financial information.
• Answered member questions regarding local area, facilities and amenities.
• Arranged for tours and expeditions, setting accommodations, transportation, equipment and medical personnel availability.
• Maintained member privacy and building reputation by keeping information confidential.
• Delivered exceptional service to every member through active engagement, effective listening and well-developed interpersonal skills.

• Corrected guest issues promptly with knowledgeable and friendly service.
• Mentored new staff on correct procedures, compliance requirements and performance strategies.
• Supervised front desk operations, enabling guests to receive superior customer service from hotel staff.
• Developed lasting relationships with guests that built loyalty and drove hotel revenue.
• Worked with room service, housekeeping, maintenance and security to meet all guest needs.
• Handled payment processing and provided customers with receipts and proper bills and change.
• Managed customer complaints and rectified issues to complete satisfaction.

During my time with with Montbleu I had the opportunity to assist with the restructuring, training and management of five guest services departments; Front Desk, Valet, Bell Desk, PBX, Reservations.

• Trained and mentored staff on correct procedures to maximize efficiency.
• Mentored all new employees, demonstrating best methods for servicing clients and guests.
• Handled guest complaints in most effective manner possible and offered complimentary services for hardship cases.
• Provided end-of-month audits of the resort to upper management as required.
• Met operational objectives by establishing qualified staff, providing outstanding customer service.

• Distributed company correspondence, including memos and updates to reinforce and apprise departments and divisions of corporate objectives and developments.
• Evaluated employee job performance and motivated staff to improve productivity.
• Recruited, trained and developed dynamic administrative team, supporting all corporate growth and productivity objectives.
• Monitored financial bookkeeping for accuracy and compliance, resolving identified discrepancies.
• Cultivated professional relationships with guests through active response and dedicated assistance, improving customer retention.
• Handled payment processing duties and provided customers with receipts and bills and change.
• Introduced all team members to latest hotel services, encouraging staff to discuss offerings with guests upon checking in.

• Performed balancing of hotel accounts at the end of the day.
• Corrected guest issues in a timely and professional manner with knowledgeable and friendly service.
• Directed all front desk operations with focus on hotel reputation, staff productivity and operational efficiency.
• Managed customer complaints and rectified issues to complete satisfaction.

• Computed guest billings and posted charges to room accounts.
• Enhanced guest satisfaction by answering inquiries about business operations and policies, resolving concerns and developing creative solutions to guest concerns.
• Drafted and maintained incident reports, daily activity logs and other documents requested by management.
• Pleasantly greeted every guest approaching front desk, maintaining upbeat demeanor even during moments of stress.
• Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
• Handled high volume of phone calls and routed to proper guest or internal department.