Luana Fortes
Boston
Summary
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Proficient in teamwork effectively unsupervised and quickly mastering new skills.
Overview
5
5
years of professional experience
Work History
Front Desk Manager
Residence Inn by Marriott
Watertown
05.2023 - Current
- Oversee daily front desk operations, ensuring smooth check-in/ check-out for guests and groups.
- Manage direct billing processes, including invoices for corporate and third-party accounts.
- Managed banking operations, including cashing checks and processing deposits for hotel accounts.
- Created staff schedules and optimized labor costs to align with operational needs.
- Assisted in budget planning and implemented cost control measures for front desk operations.
- Utilize PMS to forecast monthly occupancy percentages and input into excel for reporting and analysis.
- Analyze guest feedback and implement strategies to improve service score.
Front Desk Supervisor
Residence Inn by Marriott
Watertown
03.2022 - 04.2023
- Greeted guests warmly upon arrival, fostering a positive first impression.
- Resolved escalated guest concerns promptly, ensuring guest satisfaction.
- Processed guest payment, posted charges, and reconciled daily account activity.
- Verified accuracy of cashier reports, reservations, and room management.
- Responded to customer inquiries regarding balance, statements, and payment plans, ensuring excellent customer service, and issue resolution.
- Collaborated with the sales team to manage group reservation and ensure accurate credit card authorizations.
- Conducted performance evaluations and coached team members to enhance skills.
- Maintained organized financial records and supported month-end reconciliation and reporting.
Night Auditor
Residence Inn by Marriott
Watertown
08.2021 - 02.2022
- Executed nightly audit procedures, balanced accounts, and prepared financial reports to ensure accuracy and compliance.
- Delivered exceptional guest service during late night check-ins and requests, enhancing guest satisfaction and loyalty.
- Monitored property security and responded to emergencies during overnight shifts to maintain guest safety and comfort.
- Coordinated with morning staff to ensure seamless transitions and operational readiness.
Education
High School Diploma -
Revere High School
Revere, MA06-2016
Health Science undergraduate -
Bunker Hill Community College
Boston, MASkills
- Reservation systems
- Check-in systems
- Guest billing
- Revenue management
- Property management
- Quality assurance
- Excel data analysis
- Microsoft Office
- Time management
- Multitasking proficiency
- Problem solving
- Interpersonal skills
- Detail-oriented
Languages
English
Full Professional
Spanish
Professional
Portuguese
Full Professional
Timeline
Front Desk Manager
Residence Inn by Marriott
05.2023 - Current
Front Desk Supervisor
Residence Inn by Marriott
03.2022 - 04.2023
Night Auditor
Residence Inn by Marriott
08.2021 - 02.2022
High School Diploma -
Revere High School
Health Science undergraduate -
Bunker Hill Community College