Melanie Roman
Ocala
Summary
Energetic hospitality specialist with 11 years of success in guaranteeing customer satisfaction through personable reservation services and attendance to guests' needs. Adept at promptly assisting customers by uncovering preferences. Passionate about providing upbeat and friendly service, resulting in consistent return customers.
Overview
15
15
years of professional experience
Work History
Front Desk Manager
Iberostar Hotels
01.2019 - Current
- Supervise staff and all front desk activities including bookings, appointments, phone calls, and emails
- Define and implement front desk objectives and procedures
- Implement personable experiences for hotel guests (i.e. birthday, anniversary) in order to garner loyalty and increase repeat business
- Hire and train staff and managing the shift schedules
- Tend to guests' complaints and questions and provide exceptional customer service
- Manage budgets, records, and contracts
- Conduct performance reviews with the front desk staff
- Generate reports and feedback for presentation to the general manager
Front Desk Agent
Iberostar Hotels
01.2015 - 01.2019
- Processed guest arrivals and departures including all necessary payments
- Oversaw guest registration reservations and other clerical duties with a focus in quality and courtesy
- Performed accounting functions such as account Payable/Receivable and auditing
- Communicated with all hotel departments efficiently and maintained the function board in the hotel lobby
- Recorded guest comments or complaints referring customers to managers as necessary
- Promoted positive guest relations to all individuals approaching the Front Desk
Front Desk Agent
Kimpton Hotel
01.2012 - 01.2015
- Performed all check-in and check-out tasks
- Managed online and phone reservations
- Informed customers about payment methods and verify their credit card data
- Registered guests collecting necessary information (i.e. contact details and exact dates of their stay)
- Welcomed guests upon their arrival and assign rooms
PBX Telephone Operator
Kimpton Hotel
01.2010 - 01.2012
- Answered incoming calls & placed outgoing calls
- Directed call to guest rooms, staff, or departments through the PBX system
- Received guest messages and delivered the same to the guest
- Logged all wake-up call requests and performed wake-up call
Education
High School -
Morris High School
01.2004
Skills
- Fluent in Spanish
Timeline
Front Desk Manager
Iberostar Hotels
01.2019 - Current
Front Desk Agent
Iberostar Hotels
01.2015 - 01.2019
Front Desk Agent
Kimpton Hotel
01.2012 - 01.2015
PBX Telephone Operator
Kimpton Hotel
01.2010 - 01.2012
High School -
Morris High School