Marcus Lane
Tampa,FL
Summary
Results-driven Group and Reservations Coordinator with extensive experience in customer service and operational efficiency. Expertise in enhancing guest satisfaction while optimizing room blocks to maximize occupancy and revenue. Strong decision-making abilities, meticulous attention to detail, and a collaborative approach to teamwork contribute to delivering exceptional guest experiences. Committed to fostering positive relationships and ensuring seamless operations in fast-paced environments.
Overview
7
7
years of professional experience
Work History
Group Reservations Coordinator
Sandpearl Resort & Spa
07.2022 - Current
- Coordinate group bookings for events across four properties, ensuring seamless guest experiences.
- Coordinated with sales and event teams to maintain reservation accuracy according to group contracts and agreements.
- Maintained and updated group rooming lists, tracking guest information, special requests, and reservation changes.
- Monitored group reservation cutoff dates and adjusted room inventory to maximize occupancy and revenue.
- Communicated with group organizers and guests to confirm bookings, provide reservation details, and resolve inquiries.
- Ensured high levels of customer service by responding promptly to guest requests
Sales Associate - Part Time
Lowes Home Improvement
01.2023 - Current
- Engage with customers to identify needs, helping them find suitable products, ensuring satisfaction.
- Address inquiries and concerns promptly, providing exceptional customer service.
- Maintain comprehensive product knowledge to assist customers effectively.
- Prioritize customer care, resulting in positive feedback and repeat business.
Night Auditor Supervisor
Sandestin Golf & Beach Resort
03.2021 - 04.2022
- Closed daily records and resolved discrepancies, ensuring smooth transitions and accurate data.
- Addressed guest inquiries and complaints with professionalism, enhancing guest satisfaction.
- Compiled detailed audit reports, highlighting key findings for management review.
- Maintained the daily MOD report, improving operational efficiency.
- Verified guest charges and accounts receivable transactions, ensuring financial accuracy.
- Mentored and trained new team members, fostering a collaborative and efficient guest services team.
Front Desk Agent
Sandestin Golf & Beach Resort
06.2020 - 03.2021
- Managed guest check-ins and check-outs, ensuring a smooth and welcoming experience.
- Resolved guest complaints promptly, enhancing overall guest satisfaction.
- Handled reservations and cancellations efficiently, optimizing room occupancy rates.
- Collaborated with housekeeping and maintenance teams to address guest needs swiftly.
Event Crew
University of West Florida
12.2019 - 05.2020
- Set up events by arranging tables, chairs, and decorations, ensuring a seamless experience for guests.
- Prepared conference rooms with projectors, screens, and microphones, enhancing meeting efficiency.
- Conducted safety checks on equipment and facilities, reducing potential hazards for attendees.
- Provided exceptional service by anticipating guest needs, resulting in high satisfaction rates.
Front Desk Internship
Sandestin Golf & Beach Resort
05.2019 - 08.2019
- Handled check-outs with clear charge explanations, payment collection, and statement preparation.
- Collaborated with hotel staff to ensure seamless guest service.
- Managed daily check-ins, set guest expectations, and offered stay improvement tips.
Education
Bachelors - Global Hospitality & Tourism Management
The University of West Florida
Pensacola, FL05-2020
Associates - Hospitality Management
Miami Dade College
Miami, FL05-2017
Skills
- Customer Service
- Decision-Making
- Adaptability
- Excellent communication
- Attention to details
- Punctual and Dependable
- Time Management
- Teamwork
Timeline
Sales Associate - Part Time
Lowes Home Improvement
01.2023 - Current
Group Reservations Coordinator
Sandpearl Resort & Spa
07.2022 - Current
Night Auditor Supervisor
Sandestin Golf & Beach Resort
03.2021 - 04.2022
Front Desk Agent
Sandestin Golf & Beach Resort
06.2020 - 03.2021
Event Crew
University of West Florida
12.2019 - 05.2020
Front Desk Internship
Sandestin Golf & Beach Resort
05.2019 - 08.2019
Associates - Hospitality Management
Miami Dade College
Bachelors - Global Hospitality & Tourism Management
The University of West Florida
INVOLVEMENT
- PROFESSIONAL INVOLVEMENT
- Delta Sigma Pi
- Joined April 2019, Alumni status as of May 2020. Current VP of Pensacola Alumni Chapter.