Marcos Yanes
Davie,FL
Summary
Meticulous Front Desk Manager with strong background in guest service environments. Adaptable, energetic and customer-oriented individual with exceptional listening skills. Devoted to delivering quality service and exceeding expectations.
Overview
5
5
years of professional experience
Work History
Front Office Manager
Driftwood Hospitality Management LLC
03.2023 - Current
- Enhanced guest satisfaction by efficiently managing front office operations and addressing customer concerns promptly.
- Streamlined check-in and check-out processes for faster service, resulting in higher guest satisfaction scores.
- Managed daily room inventory to maximize occupancy rates and revenue generation.
- Implemented staff training programs, improving employee performance and team cohesion.
- Assisted sales department in upselling hotel services, increasing revenue through upgrades and add-on packages.
Hotel Front Desk Supervisor
MIA Hotel, Driftwood Hospitality
01.2023 - 05.2023
- Responded to guest inquiries and resolved complaints to establish trust and increase satisfaction.
- Trained staff to provide excellent customer service, apply best practices and comply with procedures.
- Confirmed relevant guest information and payment methods to prevent fraud.
- Collected room deposits, fees, and payments.
Front Desk Clerk (Full Time)
Hialeah Hospital, Steward Healthcare
11.2021 - 05.2023
- Answered customer telephone calls promptly and appropriately handled needs.
- Maintained clean and organized front desk areas to uphold polished company image.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Answered multi-line phone system and enthusiastically greeted callers.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
Night Auditor (Part Time)
Riviera South Beach Hotel, South Beach Group
11.2021 - 08.2022
- Completed night audit for guest ledgers to close bank and cash registers, reconciling issues quickly, and marking discrepancies.
- Oversaw night auditing of daily room occupancy and hotel revenue.
- Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
- Generated and printed daily financial reports to track hotel performance.
Front Desk Agent/ Night Auditor (Full Time)
MIA Hotel, Driftwood Hospitality Management
09.2019 - 11.2021
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Collected room deposits, fees, and payments.
- Answered customer telephone calls promptly and appropriately handled needs.
- Used internal software to process reservations, check-ins and check-outs.
- Performed nightly updates to room charges and rates.
- Kept accounts in balance and ran daily reports to verify totals.
- Ran daily, weekly and monthly reports to close day and meet objectives.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
Front Desk Agent (Full Time)
Hotel Ocean Side, South Beach Group Hotels
01.2019 - 09.2019
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Collected room deposits, fees, and payments.
- Answered customer telephone calls promptly and appropriately handled needs.
- Used internal software to process reservations, check-ins and check-outs.
Education
Associate of Arts - Nursing
Miami Dade College
Miami, FL05.2019
Skills
- Correspondence Management
- Room Assignments
- Customer Inquiries
- Greeting Guests
- Multi-Line Phone Systems
- Making Reservations
- Credit and Cash Transactions
- Room Charges
- Guest Satisfaction
- Customer Service
Additional Information
Trained on Opera PMS, MARSHA, Microsoft Office, Paylocity, Sales Boost
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Front Office Manager
Driftwood Hospitality Management LLC
03.2023 - Current
Hotel Front Desk Supervisor
MIA Hotel, Driftwood Hospitality
01.2023 - 05.2023
Front Desk Clerk (Full Time)
Hialeah Hospital, Steward Healthcare
11.2021 - 05.2023
Night Auditor (Part Time)
Riviera South Beach Hotel, South Beach Group
11.2021 - 08.2022
Front Desk Agent/ Night Auditor (Full Time)
MIA Hotel, Driftwood Hospitality Management
09.2019 - 11.2021
Front Desk Agent (Full Time)
Hotel Ocean Side, South Beach Group Hotels
01.2019 - 09.2019
Associate of Arts - Nursing
Miami Dade College