Maria Suyat
Alexandria,VA
Summary
Experienced customer service professional with 8 years of blended experience within the hospitality industry. I am now seeking a new challenging but rewarding role in a position where I can use my interpersonal skills to provide the highest level of support to clients and customers.
Overview
8
8
years of professional experience
Work History
Front Office Manager
Lyle Hotel
09.2021 - 12.2022
- Managed files and records for clients and adhered to safety procedures to prevent breaches and data misuse.
- Managed reservation inquiries over phone/email/web platforms effectively ensuring full capacity utilization.
- Updated guests'' profiles systematically incorporating preferences and feedback for providing personalized experiences during future visits.
- Analyzed performance metrics to identify areas of improvement in front office operations, implementing changes for better efficiency.
- Prepared reports to assist business leaders with key decision making and strategic operational planning.
- Oversaw work processes and performed quality control tasks to increase revenue and reduce production times.
- Assisted sales department in upselling hotel services, increasing revenue through upgrades and add-on packages.
- Assisted marketing efforts through data collection initiatives that resulted in targeted promotions thereby increasing reservations.
- Launched quality assurance practices for each phase of development
- Controlled resources and assets for department activities to comply with industry standards and DC government regulations.
- Set aggressive targets for employees to drive company success and strengthen motivation.
Assistant Front Office Manager
The Watergate Hotel
04.2019 - 09.2020
- Responsible for training, counseling and monitoring the entire Front Office department (front desk agents, PBX operator, Concierge, bell and valet team)
- Ensured they adhere to the standards of excellence and the guidelines of the employee handbook, hotel policies and procedures, and taking disciplinary actions if needed while maintaining the Forbes Five-Star hotel standards
- Act as MOD in absence of Assistant Director of Rooms situating any issues dealing with guest complaints, special requests, disturbances and any other discrepancies that may arise for a 326-room luxury hotel
- Reviewed overall operation at the Front Office (budgeting, forecasting, financial planning, and execute daily strategies and revenue goals)
- Ran hotel analysis on customer service reviews (which includes Forbes, American Express Fine Hotel and Resorts, Trip Advisory) and responded to any guest comments
- Created and implemented incentive programs for the Rooms Division resulting in increases in revenue, repeating guests and receiving Four-Stars through Forbes.
Front Office Supervisor
Hyatt Regency Crystal City
07.2017 - 04.2019
- Support hotel MOD program for all shifts for a full service 686-room hotel
- Primary contact for multiple volume accounts
- Responsible for daily monitoring and proper training of all service levels for hosts and guest service team
- Successfully assisted with roll out of Colleague Advantage in its beta form
- Facilitated training sessions with Rooms Agents for each feature roll out.
Senior Front Office Host
Hyatt Regency Crystal City
05.2016 - 07.2017
- Offered a complete brand experience to our customers
- Performed excellent guest service satisfaction which resulted in personal awards and outstanding hotel reviews
- Assisted with night audit and supervisor duties.
Front Office Host
Hyatt Regency Crystal City
02.2015 - 05.2016
- Processed guest check-in and check-out activities in a timely and professional manner
- Handled and verifying a guest’s method of payment
- Up-sold guest rooms, by sharing available alternatives and options
- Accommodated any guest requests.
Education
General Studies (Psychology) -
Northern Virginia Community College
01.2013
Skills
- Digital Fluency
- Administration
- Presentation
- Forecasting
- Recruiting & hiring
- Microsoft Office
Accomplishments
- Received Colleague of the Year 2017 for Hyatt Corp.
- Received Arlington Chamber of Commerce Hospitality Award
References
- Jonathan Amaya, (240) 354-6080
- Lucia Clayton, (202) 960-8401
- Meghan Lawler, (571) 358-2213, Mecoleman43@gmail.com
- Eric Costley, (202) 309-0937, Ericcostley@aol.com
- Autum Nurse, (301) 300-0392, Autumnurse@gmail.com
Timeline
Front Office Manager
Lyle Hotel
09.2021 - 12.2022
Assistant Front Office Manager
The Watergate Hotel
04.2019 - 09.2020
Front Office Supervisor
Hyatt Regency Crystal City
07.2017 - 04.2019
Senior Front Office Host
Hyatt Regency Crystal City
05.2016 - 07.2017
Front Office Host
Hyatt Regency Crystal City
02.2015 - 05.2016
General Studies (Psychology) -
Northern Virginia Community College
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