Liz Romero
Miramar,Florida
Summary
Dynamic hospitality professional with over 7 years of experience in customer service across Front Office, Food & Beverage, and Housekeeping, offering a comprehensive understanding of luxury hotel operations and an unwavering dedication to guest satisfaction. Proven ability to lead high-performing teams, optimize operational efficiency, and foster seamless collaboration among departments to create exceptional guest experiences. Consistently achieves high GuestVoice scores and enhances Marriott Bonvoy engagement through innovative service strategies. Recognized for a hands-on leadership approach, proactive mindset, and talent for inspiring teams to deliver personalized service that embodies the vibrant energy of the hotel.
Overview
6
6
years of professional experience
Work History
Assistant Front office Manager
W Miami
Brickell, FL
09.2024 - Current
- Lead and inspire a dynamic front office team, ensuring seamless operations across the Welcome Desk, Concierge, and Guest Services while embodying the hotel’s luxury brand standards.
- Deliver exceptional, personalized guest experiences, anticipating needs and exceeding expectations to create memorable stays.
- Manage VIP and loyalty program guests, driving repeat business and brand loyalty through thoughtful service and attention to detail.
- Develop and mentor team members, fostering a culture of excellence, engagement, and continuous growth.
- Implement strategies for upselling, revenue generation, and loyalty program enrollment, contributing directly to departmental profitability.
- Serve as a hands-on leader, resolving guest concerns with professionalism, composure, and a focus on turning challenges into positive experiences.
- Drive innovation in guest service, introducing creative initiatives that reflect the hotel’s luxury lifestyle identity and vibrant brand culture.
- HotSOS implementation and training.
- Assisted in housekeeping when needed
- Marsha, Balance the house and reservations.
Welcome Desk Supervisor
W Miami
Brickell, FL
01.2024 - 08.2024
- Supervised daily front office operations, including check-in/check-out, concierge, and guest services, ensuring smooth and efficient service.
- Trained, coached, and motivated the team, fostering a culture of excellence and brand loyalty.
- Collaborated with Housekeeping, F&B, and Engineering to ensure seamless operations and superior guest experiences.
- Monitored staff performance, scheduling, and workflow, optimizing efficiency while maintaining luxury service standards.
Welcome Desk Expert
W Miami
Brickell, FL
10.2022 - 12.2023
- Lightspeed system experience
- Night Auditor
- Keep accounts in balance and ran daily reports to verify totals.
- Taking leadership, training new members.
- Answered multi-line phone system, responded to inquiries, and transferred calls to correct departments and personnel.
Cocktail- bottle server
Seminole Hard Rock Hotel &Casino – Daer
Hollywood, FL
03.2021 - 10.2023
- Bartender experience.
- Delivered personalized, high level guest experience.
- Managed VIP bottle service.
- Built strong relationships with guests, ensuring repeat business.
- Collaborated with team members and management to ensure smooth floor operations during high volume service.
- Handle cash and POS transitions with accuracy and efficiency.
Hostess
Fontainebleau La Cote
Miami Beach, FL
12.2019 - 01.2021
- Open table and Seven Rooms experience.
- Provide friendly and attentive service answering all questions to guest.
- Consistently provided professional, friendly and engaging service.
- Greet the guest at the entrance with good attitude and a smile.
- Displayed enthusiasm and knowledge about the restaurant's menu and products.
- Routinely clean work areas.
Education
Associate of Arts - Hospitality and Tourism Management
Broward College
Fort Lauderdale, FLHigh School - undefined
Everglades High School
Miramar, FL01.2016
Skills
- Customer engagement
- Luxury guest experience
- collaborating with teammates
- Guest satisfaction and service Recovery
- Clear and confident speaking
- Adapting to diverse schedules
- Staying calm under pressure
- Conflict resolution skills
- Being alert and observant at all times
- Adapt quickly to unexpected changes
Languages
English
Full Professional
Timeline
Assistant Front office Manager
W Miami
09.2024 - Current
Welcome Desk Supervisor
W Miami
01.2024 - 08.2024
Welcome Desk Expert
W Miami
10.2022 - 12.2023
Cocktail- bottle server
Seminole Hard Rock Hotel &Casino – Daer
03.2021 - 10.2023
Hostess
Fontainebleau La Cote
12.2019 - 01.2021
High School - undefined
Everglades High School
Associate of Arts - Hospitality and Tourism Management
Broward College