Marvin Bonostro
Clifton Park,NY
Summary
Dynamic leader with extensive experience at Saratoga Casino Hotel, adept in staff supervision and guest relations. Excelled in enhancing operational efficiency and employee retention through targeted training and conflict management. Skilled in cash control and hospitality services, achieving significant improvements in guest loyalty and team productivity.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Front Desk Manager
Saratoga Casino Hotel
10.2023 - Current
- Checked guests in out of hotel, made reservations, and processed payments.
- Oversaw front desk operations with eye for hotel reputation, staff productivity, and operational efficiency.
- Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
- Trained new staff on correct procedures, compliance requirements, and performance strategies.
- Kept accounts in balance and ran daily reports to verify totals.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
Front Desk Supervisor
Saratoga Casino Hotel
02.2020 - 10.2023
- Trained new staff on correct procedures, compliance requirements, and performance strategies.
- Created lasting relationships with guests that built loyalty and drove hotel revenue.
- Resolved guest issues with rooms or reservations with knowledgeable and friendly service.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Scheduled and assigned daily work and activities for team members.
- Interceded between employees during arguments and diffused tense situations.
Hotel Front Desk Agent
Saratoga Casino Hotel
10.2019 - 02.2020
- Collected room deposits, fees, and payments.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Resolved service-related problems and documented actions in system.
- Kept accounts in balance and ran daily reports to verify totals.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
Front Desk Lead
Courtyard Marriott
07.2016 - 10.2019
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Answered customer telephone calls promptly and appropriately handled needs.
- Followed detailed directions from management to complete daily paperwork and computer data entry.
- Volunteered to help with special projects of varying degrees of complexity.
- Completed daily logs for management review.
Customer Service Supervisor
Kohls Department Store
02.2011 - 07.2016
- Coached employees through day-to-day work and complex problems.
- Coached team members to deliver hospitable, professional service while adhering to set service models.
- Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
- Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.
- Researched and corrected customer concerns to promote company loyalty.
Floor Attendant
Macys Department Store
07.2010 - 02.2011
- Upheld proper visual merchandising standards on retail floor and windows.
- Assisted supervisor with feedback for employee performance evaluations.
- Fostered high-quality customer service across team by modeling standards and providing employees with direction and coaching.
- Delegated tasks to employees to enhance productivity and workflow.
- Trained new employees in proper theater procedures and policies to achieve employee efficiency.
Education
Associate of Arts - Business Administration
Hudson Valley Community College
Troy, NY08-2014
High School Diploma -
Shenendehowa Central School District
Clifton Park, NY06-2011
Skills
- Time management
- Guest relations
- Staff supervision
- VIP guest relations
- Cash control
- Hospitality services
- Team building and supervision
- File management
- Administrative skills
- Staff training
- Word processing
- Conflict management
Certification
CPR certified
Languages
French
Native or Bilingual
Timeline
Front Desk Manager
Saratoga Casino Hotel
10.2023 - Current
Front Desk Supervisor
Saratoga Casino Hotel
02.2020 - 10.2023
Hotel Front Desk Agent
Saratoga Casino Hotel
10.2019 - 02.2020
Front Desk Lead
Courtyard Marriott
07.2016 - 10.2019
Customer Service Supervisor
Kohls Department Store
02.2011 - 07.2016
Floor Attendant
Macys Department Store
07.2010 - 02.2011
CPR certified
Associate of Arts - Business Administration
Hudson Valley Community College
High School Diploma -
Shenendehowa Central School District
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