Matt Marino
Sagemont Hotels
Ontario,CA
1
Language
1
Certification
11
years of professional experience
Customer support specialist with experience handling 21–40 customer inquiries per day, order processing, and CRM records across hospitality and administrative environments. Resolves service issues, keeps data accurate, and supports timely follow-through across departments. Brings a mix of guest-facing communication and operational coordination that fits fast-paced support teams.
Work History
Customer support specialist
7 Months- Resolved customer inquiries efficiently, enhancing overall satisfaction and loyalty.
- Collaborated with cross-functional teams to streamline support processes and improve response times.
- Trained new staff on customer service protocols and software applications, promoting consistent service delivery.
- Analyzed customer feedback to identify trends, driving improvements in service quality and operational efficiency.
Night Auditor
9 Months- Oversee daily front desk operations while ensuring an efficient check-in and check-out experience for guests.
- Train and mentor front desk staff to improve service quality, productivity, and team performance.
- Implement guest feedback initiatives that contributed to a 20% increase in customer satisfaction scores over six months.
- Manage reservations and maintain accurate guest records using hotel management software to support occupancy and operational efficiency.
- Coordinate with housekeeping and maintenance teams to ensure timely room readiness and prompt resolution of guest requests.
- Develop and implement standard operating procedures to improve front desk workflow and consistency.
- Resolve guest complaints and service issues professionally, helping maintain a positive hotel reputation and encourage repeat business.
- Schedule and manage employee shifts to maintain appropriate coverage while balancing labor costs and service quality.
- Monitor front desk performance metrics, identify improvement opportunities, and implement strategies to enhance service delivery.
- Provide guests with accurate information and recommendations regarding local attractions and services.
Sales Coordinator
2 Years 5 Months- Coordinate sales meetings, manage schedules, and facilitate communication between the sales team and other departments.
- Respond to customer inquiries, manage orders, and maintain accurate customer databases and records.
- Perform data entry and administrative functions while processing orders accurately and ensuring timely delivery.
- Prepare sales reports and assist with sales-data analysis to support business decisions.
- Support sales and marketing initiatives by ensuring sales teams have the resources and up-to-date materials needed for presentations.
- Partnered with the Sales Director to increase sales revenue and operational efficiency by 30%.
Administrative Specialist (71L)
10 Years- Provided comprehensive administrative and clerical support, including typing, filing, and maintaining records for equipment, funds, and personnel.
- Prepared, proofread, and distributed routine correspondence while managing incoming and outgoing mail.
- Established and maintained logs, rosters, charts, graphs, and administrative records while ensuring accurate document filing.
- Coordinated administrative activities, managed office supplies and equipment, and prepared travel arrangements.
- Supervised administrative functions and provided technical training and guidance to subordinate personnel.
- Supported commanders during inspections and provided guidance on administrative procedures and compliance with established policies.
- Monitored and evaluated training programs while supporting employee professional development and performance evaluations.
- Maintained a high level of accuracy, confidentiality, organization, and accountability in a military administrative environment.
Server / Bartender
3 Months- Provided customer service and operational support during a staffing shortage.
- Took customer orders, answered inquiries, and delivered prompt, professional service.
- Managed food and beverage service while maintaining timely delivery and quality standards.
- Collaborated with kitchen staff to maintain efficient workflow during high-volume periods.
- Trained new servers on menu items, service procedures, and customer engagement.
- Addressed customer concerns and complaints professionally and effectively.
Front Desk Supervisor
4 Years 2 Months- Supervised, trained, and coached front desk employees to maintain high standards of guest service.
- Managed daily front desk operations, including check-ins, check-outs, reservations, and guest requests.
- Ensured staff consistently provided professional, courteous, and responsive guest service.
- Resolved guest complaints and concerns promptly and professionally.
- Created employee schedules and managed daily assignments, breaks, and staffing coverage.
- Conducted performance reviews and provided ongoing coaching and feedback.
- Managed room assignments, availability, reservations, and guest records.
- Verified the accuracy of billing, payments, and financial transactions.
- Coordinated with housekeeping and maintenance departments to support efficient hotel operations.
- Maintained accurate operational logs, guest records, and financial reports.
- Monitored front desk supply inventory and maintained an organized work environment.
- Assisted with administrative duties and prepared operational reports.
Education
Associate of Arts - Business Administration
Some College
High School Diploma
Skills
Customer service
Operations management
Scheduling & workforce management
Hospitality management
Quality management
Administrative operations
Order processing & entry
Data entry & records management
Microsoft office & Excel
Google workspace
Certification
- Driver's License
- ServSafe Food Handler Certification
- Food Handler Certification
LANGUAGES
English
WORK AUTHORIZATION
Authorized to work in the United States for any employer.
Timeline
Customer support specialist
Global processing systems
01.2026 - CurrentRead More
Night Auditor
Sagemont Hotels
11.2025 - CurrentRead More
Server / Bartender
Monaco's Pizza
08.2024 - 11.2024Read More
Sales Coordinator
Holiday Inn
08.2023 - 01.2026Read More
Front Desk Supervisor
La Quinta Inn & Suites
05.2019 - 07.2023Read More
Administrative Specialist (71L)
U.S. Army
04.2015 - 04.2025Read More
Heritage High School
High School Diploma
Read More
Pikes Peak Community College
Associate of Arts from Business Administration
Read More