Marissa Guerra
San Antonio,Texas
Summary
Accomplished team leader with extensive experience in the hospitality industry. Highly organized and results-driven, excels in streamlining operations, implementing cost-saving initiatives, and managing teams. Proficient in handling day-to-day operations, overseeing reservations, and cultivating strong customer relationships. Unwavering commitment to providing exceptional customer service ensures a positive guest experience at all times.
Overview
9
9
years of professional experience
Work History
Retention Specialist
Charter Communications
San Antonio, Texas
11.2022 - 07.2024
- Implemented strategies for improving overall user experience across all channels
- Conferred with management to resolve staff issues and problems
- Conducted regular surveys with existing customers to gauge satisfaction levels
- Assisted in developing incentives that would encourage repeat business
- Provided personalized customer service experiences to ensure high-quality interactions
- Assisted in designing promotional materials aimed at retaining existing customers
Loyalty Ambassador
Omni La Mansion
San Antonio, Texas
05.2021 - 11.2022
- Promoting the select guests program to non members
- Utilized leadership skills to inspire team members and ambassadors.
- Creates memorable experiences for select guests during their stay
- Arrange amenities for guests and special occasions
- Training other hotel associates on the loyalty program
- Communicating needs and special requests to other departments
- Was awarded the #1 loyalty Ambassador title for all 50 properties
Front Office Manager
Aloft by Mariott
San Antonio, TX
03.2021 - 05.2022
- 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.
- Reconciled end-of-day reports to determine accurate billing and payment processing.
- Resolved guest complaints professionally, maintaining positive relationships with customers for future business opportunities.
- Enhanced guest satisfaction by efficiently managing front office operations and addressing customer concerns promptly.
- Collaborated with housekeeping and maintenance departments to ensure timely room availability and optimal guest experience.
- Conducted regular staff evaluations, providing constructive feedback and identifying opportunities for professional growth.
- Implemented pre-arrival preparations such as assigning rooms based on specific requirements leading to seamless arrival experiences.
- Coached employees through day-to-day work and complex problems.
- Managed reservation inquiries over phone/email/web platforms effectively ensuring full capacity utilization.
- Managed daily room inventory to maximize occupancy rates and revenue generation.
Front Office Supervisor/Night Auditor
Hyatt Regency
San Antonio, Texas
04.2018 - 03.2021
- Coordinated with other departments within the hotel regarding day-to-day tasks and special requests made by guests
- Managed front desk operations, including check-in and check-out procedures and guest services
- Ensured that all safety protocols were adhered to by the front office team members at all times during their shift duties
- Liaised effectively with other departments such as sales and marketing teams in order promote new packages and services offered by the hotel
- Developed strategies to increase customer satisfaction levels through improved service delivery standards
- Organized daily workloads for front office team members to ensure efficient operations
- Ensured all paperwork was completed correctly before closing out shift
- Excellent customer service orientation with the ability to handle guest inquiries and complaints tactfully
- Performed daily audits of hotel activities such as room occupancy, revenue postings, and housekeeping status reports
- Provided exceptional hospitality services to ensure a pleasant stay for all guests
- Audited daily guest ledger of hotel to verify and balance entries
- Organized and detail-oriented with strong multitasking skills
- Posted room charges and room taxes to guest accounts for payment
- Correctly closed out guest accounts and processed all payment transactions according to policy
- Prepared summary of cash, check, and credit card activities to reflect hotel's financial performance
- Resolved customer disputes promptly while maintaining a professional attitude at all times
Front Desk Agent
Hyatt Wild Oak Ranch Resort
San Antonio, Texas
01.2016 - 04.2018
- Identified areas for improvement in operational efficiencies and communicated recommendations to management
- Conducted regular audits of cash drawers at the end of each shift to verify accuracy
- Maintained up-to-date knowledge of hotel services, rates, discounts, packages to provide customers with accurate information when requested
- Responded promptly to emergency situations that occurred during the night shift
- Reviewed incident reports from previous shifts and took appropriate action as needed
- Managed inventory of supplies necessary for nightly operations such as linens, towels, toiletries
- Supervised and managed a team of night auditors, ensuring all tasks were completed in a timely manner
- Monitored security cameras throughout the property for suspicious activity or potential safety hazards
- Generated daily reports on occupancy levels, room availability, guest satisfaction surveys
- Assisted guests with late checkouts by providing them with additional time if needed
Front Office Agent /Night Audit
Doubletree By Hilton
03.2015 - 01.2016
- Handled incoming calls promptly and professionally, providing information or transferring calls as necessary
- Handled cash, credit and debit card transactions accurately
- Utilized problem solving techniques to resolve customer complaints quickly and satisfactorily
- Greeted customers upon arrival and provided assistance with check-in
- Interacted kindly with guests, offering assistance and support
- Resolved guest issues with creative solutions, escalating major concerns to management
- Demonstrated strong organizational and multitasking skills to manage multiple tasks simultaneously
Education
High School Diploma -
Ashworth Highschool (Online)
Atlanta, Georgia05.2012
Skills
- Teamwork and Collaboration
- Relationship Building
- Conflict Resolution
- Customer Retention Strategies
- Upselling and Cross Selling
- Training development
- Reliability
- Management
Awards
- #1 Loyalty Ambassador in 50 Omni Hotels and Resorts
- Supervisor of the Year at Valencia Hotel
Timeline
Retention Specialist
Charter Communications
11.2022 - 07.2024
Loyalty Ambassador
Omni La Mansion
05.2021 - 11.2022
Front Office Manager
Aloft by Mariott
03.2021 - 05.2022
Front Office Supervisor/Night Auditor
Hyatt Regency
04.2018 - 03.2021
Front Desk Agent
Hyatt Wild Oak Ranch Resort
01.2016 - 04.2018
Front Office Agent /Night Audit
Doubletree By Hilton
03.2015 - 01.2016
High School Diploma -
Ashworth Highschool (Online)