Marco Reyes
Orlando,FL
Summary
Accomplished Assistant Manager at Holiday Inn Express & Suites Orlando, with a proven track record in enhancing guest relations management and implementing cost reduction strategies. Expert in multitasking and problem-solving, increased customer service success rates significantly. Skilled in cash handling and staff training, demonstrating a strong work ethic and commitment to excellence.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Front Office Agent
Holiday Inn & Suites I-Drive Orlando
07.2024 - Current
- Planned and coordinated logistics and materials for board meetings, committee meetings, and staff events.
- Followed detailed directions from management to complete daily paperwork and computer data entry.
- Completed daily logs for management review.
- Increased customer service success rates by quickly resolving issues.
- Trained and supervised employees on office policies and procedures.
Assistant Manager
Holiday Inn Express & Suites Orlando, an IHG Hotel
05.2023 - 07.2024
- Created, prepared, and delivered reports to various departments.
- Dispersed petty cash to employees and collected and managed receipts.
- Created, documented and updated company policies to guide front office personnel in service excellence and industry best practices.
- Completed bi-weekly payroll for 27 employees.
- Oversaw appointment scheduling and itinerary coordination for both clients and personnel.
Front Office Night Auditor
Howard Johnson by Wyndham
02.2022 - 07.2023
- Responded to guest needs quickly and efficiently, noting changes in reservations or special needs for day crew.
- Investigated auditing discrepancies by reconciling cash drop and credit card transactions.
- Looked over pending check-ins and payment processes to complete closing procedures.
- Kept accounts in balance and ran daily reports to verify totals.
Front Office Supervisor
Baymont By Wyndham
09.2020 - 08.2022
- Coached employees through day-to-day work and complex problems.
- Handled office contracts like leases, utilities and employee agreements.
- Created, prepared, and delivered reports to various departments.
- Dispersed petty cash to employees and collected and managed receipts.
- Established and updated work schedules to account for changing staff levels and expected workloads.
Front Office Agent
Travelodge By Wyndham
03.2020 - 09.2020
- Responded to inquiries from callers seeking information.
- Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Directed phone inquiries, answered customer questions, and scheduled appointments.
Education
Associate of Science - Law
Universidad Gran Marical De Ayacucho
Anzoategui, Venezuela07.2020
Skills
- Upselling strategies
- Charge posting
- Cash handling expertise
- Strong Work Ethic
- Brand representation
- Guest Relations Management
- Property Management Systems
- Multitasking proficiency
- Billing and Invoicing
- Scheduling and calendar management
- Problem-solving skills
- Cost Reduction
- Task Delegation
- Recruiting and interviewing
Certification
- Guest Relations - IHG University
- How Management Delegate - Wyndham University
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Front Office Agent
Holiday Inn & Suites I-Drive Orlando
07.2024 - Current
Assistant Manager
Holiday Inn Express & Suites Orlando, an IHG Hotel
05.2023 - 07.2024
Front Office Night Auditor
Howard Johnson by Wyndham
02.2022 - 07.2023
Front Office Supervisor
Baymont By Wyndham
09.2020 - 08.2022
Front Office Agent
Travelodge By Wyndham
03.2020 - 09.2020
Associate of Science - Law
Universidad Gran Marical De Ayacucho
- Guest Relations - IHG University
- How Management Delegate - Wyndham University
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