Marco Reyes
12603 Lake Square Cir Orlando
Summary
Accomplished Front Office Manager at Holiday Inn & 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.
Quick service professional with track record of delivering efficient, high-quality customer service in fast-paced settings. Proven ability to handle multiple tasks, maintain composure under pressure, and contribute to cohesive team environment. Known for reliability, adaptability, and focus on achieving excellent customer satisfaction.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Front Office Manager
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.
- Monitored financial transactions at the front desk, ensuring accurate billing procedures and minimizing discrepancies.
- Created weekly schedules for front office staff members to ensure appropriate coverage during peak hours or high demand periods.
Quick Service Attendant
Universal Orlando Resorts
08.2024 - Current
- Balanced multiple responsibilities simultaneously during high-pressure situations, ensuring all customers received exceptional service and timely order delivery.
- Managed inventory levels, restocking supplies as needed to ensure minimal downtime in food preparation.
- Contributed to achieving sales targets through upselling items while maintaining a genuine approach to meet customer needs.
- Demonstrated flexibility in handling various tasks such as cooking, cleaning, and cashier duties during busy periods.
Assistant Front Office 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.
- 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 for the front office department.
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
The Path of A Front Office Manager - Hospitality
IHG UNIVERSITY
IHG UNIVERSITYAssociate of Science - Law
Universidad Gran Marical De Ayacucho
Venezuela07.2020
True Hospitality - Hospitality
IHG UNIVERSITY
IHG UNIVERSITYHow Managers Can Delegate Tasks - Hospitality And Tourism Management
Wyndham University
Wyndham UniversityBreakfast Service: Food Safety & Sanitation - Hospital Administration
Wyndham University
Wyndham UniversitySkills
- 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
- Cleanliness standards
- Reliability and punctuality
- Cross-training versatility
- Efficient work ethic
- Stress tolerance
- POS system operation
- Teamwork and collaboration
- Problem-solving
- Customer service
Certification
- Guest Relations - IHG University
- How Management Delegate - Wyndham University
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Quick Service Attendant
Universal Orlando Resorts
08.2024 - Current
Front Office Manager
Holiday Inn & Suites I-Drive Orlando
07.2024 - Current
Assistant Front Office 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
The Path of A Front Office Manager - Hospitality
IHG UNIVERSITY
Associate of Science - Law
Universidad Gran Marical De Ayacucho
True Hospitality - Hospitality
IHG UNIVERSITY
How Managers Can Delegate Tasks - Hospitality And Tourism Management
Wyndham University
Breakfast Service: Food Safety & Sanitation - Hospital Administration
Wyndham University
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