Martha Del Cid
Lynwood,CA
Summary
Seeking a career that offers ample opportunities for growth, continuous learning, and the enhancement of skills. Committed to becoming a valuable asset in today's ever-evolving hospitality sector, where expertise and passion for delivering exceptional customer service can be contributed. Eager to leverage strong work ethic, adaptability, and attention to detail to exceed expectations and drive success in a dynamic professional environment.
Overview
6
6
years of professional experience
Work History
Human Resources Generalist
Los Angeles Airport Marriott Hotel
08.2023 - Current
- Offered support to teams regarding payroll, FMLA policies and benefit options.
- Promoted transparency in the workplace by addressing questions from both employees and supervisors.
- Optimized procedures for conducting background investigations on recruits.
- Updated employee records in mHUB for accurate data.
- Organized comprehensive events like town hall meetings and wellness activities.
- Assisted in maintaining accurate hour records.
- Conducted new-hire orientation sessions.
- Stayed informed about regulatory changes to ensure company compliance.
- Oversaw and led orientation protocols for recruits.
- Handled sensitive complaint investigations with utmost confidentiality.
- Interviewed applicants to strengthen company culture.
- Explained the process and options for disability benefits comprehensively.
- Actively engaged in recruiting activities, showcasing company culture.
- Designed comprehensive orientation plans for newly hired staff.
- Facilitated open enrollment processes.
- Delivered comprehensive HR education to multi-level personnel during departmental huddle.
Event Housing Coordinator
Anaheim Marriott Hotel
09.2021 - 08.2023
- Receives contracts for current and future groups from Group Sales department, builds group in CI/TY, Group Housing Solutions and Passkey and creates a file for each group
- Monitors reservations and pick-up for individual Call-In groups, inputs rooming lists and deposits for convention groups and inputs rooming lists supplied by group into Passkey
- Responsible for coordinating and routing proper billing within each group, especially for VIPs and staff members
- Acts as a liaison between Reservations, Group Sales, Sales/Catering, Front Office, and conference Services, Accounting, etc
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Improved customer satisfaction by promptly addressing inquiries and providing accurate information regarding reservations, cancellations, and modifications.
- Resolved various issues and discrepancies for customers.
- Boosted revenue with upselling additional services such as room upgrades, meal plans, and special event bookings.
- Handled billing information over phone.
- Worked closely with front desk to achieve full occupancy of property.
- Provided personalized assistance for guests with specific needs or requests, fostering positive relationships and repeat business.
- Maintained high levels of efficiency by managing multiple phone lines and email correspondence for reservation requests and adjustments.
- Assisted in training new hires on proper procedures, software usage, and company policies ensuring consistent performance levels across the reservations team.
- Provided customers with information about availability and pricing.
Income Audit/Accounting Clerk
Four Points by Sheraton LAX
05.2019 - 01.2020
- Receive and input micros sales reports daily, Micros includes check payments, credit card and cash payments
- Reconcile the revenue reports with bank records
- Managed incoming calls from clients regarding hotel billing issues, event contracts and other general inquiries
- Successfully billed and collected past due revenue owed at an estimated $7k within the first 3 months of transfer
- Improved and refined current procedures to enable efficient communication with night auditors and hotel team
- Also reduced the use of paper by eliminating unnecessary reports
Assistant Front Office Manager
Four Points by Sheraton LAX
12.2018 - 01.2019
- Assisted the Director of Front Office in the operation and leadership of 30+ hourly associates for three departments formed of Front Desk, PBX and Guest Services
- Monitored GSS and Medallia, processed and responded to Guest Voice and all other guest related feedback and alerts
- Managed time clocks for associates and followed up with missed punches, ensuring associates hours are correct for payroll
- Structured and implemented training plans and standard operating procedures manual for the front office department which increased brand compliance scores
Education
AA - Business Administration
Los Angeles Southwest College
Los Angeles11.2024
Skills
- Proficient Office Management
- Bilingual Communication Skills in English and Spanish
- Skilled in Microsoft Office Applications
- Dedicated Team Member
- Reliable Professional
- Trustworthy Team Member
- Driven By Excellence
- Appropriate Workplace Attitude
- Effective Communicator
Timeline
Human Resources Generalist
Los Angeles Airport Marriott Hotel
08.2023 - Current
Event Housing Coordinator
Anaheim Marriott Hotel
09.2021 - 08.2023
Income Audit/Accounting Clerk
Four Points by Sheraton LAX
05.2019 - 01.2020
Assistant Front Office Manager
Four Points by Sheraton LAX
12.2018 - 01.2019
AA - Business Administration
Los Angeles Southwest College
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