Marina Hanna

• Manages inbound and outbound phone calls
• Coordinates room, spa, and dining reservations in accordance with service standards
• Processes payments and refunds
• Arranges off-property activities and reservations for resort guests
• Collaborates with several resort departments to achieve continuity
• Provides guests with extensive information regarding amenities, facilities, and activities on property
• Assists in increasing resort revenue through proactive upselling of rooms, packages, and additional services

• Coordinates front office duties including managing phone lines, inquiries, database maintenance, and record keeping.
• Facilitates student experience from start to finish with enrollment, scheduling, and correspondence.
• Provides general support to staff as well as ensures reception area and lesson studios are organized and presentable.
• Maintains and develops relationships with students and parents to ensure their needs are met in conjunction with teachers' needs and schedules.

• Managed multi line system and guests' orders
• Oversaw server's duties and ensured their completion
• Collaborated with all hotel departments to arrange and deliver personalized amenities and services to guests in accordance with service standards
• Executed services and amenities for large corporate groups from Fortune 500 Companies
• Designated trainer for coordinators, supervisors, and managers in department

Key Achievements:

• After identifying the root cause of reoccurring gaps in correspondence, proactively developed and implemented a new system of communication. Five years later, the process is still utilized and has significantly reduced shortfalls in service and the resulting lost revenue in compensation.
• Out of 100 properties domestically, was enlisted to fill in for the most senior coordinator at Four Seasons Midtown Manhattan, New York through a critical season, during which accommodated prominent groups including foreign leaders & dignitaries, Fortune 500 executives, and celebrities.