Mercedes Martin
Tucson,,AZ
Summary
Fully bilingual and experienced Front Desk Manager from local thriving hotel looking forward to expanding professionally as a Leasing Agent by joining the HSL team. Promising to bring a strong skill set from guest service environments such as strong communications skills and experience in the field of sales. Adaptable, energetic, and customer oriented professional with a meticulous eye for attention to detail with experience in upselling and customer satisfaction.
Overview
7
7
years of professional experience
Work History
Front Desk Manager
University Inn Hotel
950 N Stone Ave, Tucson, AZ 85705
09.2015 - Current
- Oversaw front desk operations with eye for hotel reputation, staff productivity and operational efficiency.
- Managed and trained the housekeeping staff.
- Trained new front desk staff on correct procedures, compliance requirements and performance strategies.
- Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention while engaging in pleasant conversations during the check-in process.
- Managed and maintained client records and data by using various hotel programs.
- Resolved guest complaints by addressing issues in rooms promptly.
- Dealt with guest complaints by using problem solving skills and by being resourceful.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Increased customer service ratings through personable service.
- Responsible for cash drawer and balancing out hotel accounts at the end of the night.
- Provided responses to guest reviews on TripAdvisor, Booking.com and other websites within 48 hours.
- Responded to telephone, email, and in-person inquiries regarding reservations, hotel information and guest concerns.
- Resolved guest issues with rooms or reservations with knowledgeable and friendly service.
Education
Bachelor of Arts in Education - Spanish And Bilingual Studies
University of Arizona
Tucson, AZ05.2009
Skills
- Expert in Hospitality and Customer Service
- Excellent in Receptionist and Clerical Work
- Experienced with Staff Supervision and Training
- Ability to Multi-Task and Answer Multi-Line Phones
- Team Work and Goal Oriented
- Great with Problem Solving and Time Management
- Knowledgeable in all Microsoft Office Programs
- Strong in Verbal and Written Communication
- Fully Bilingual in English and Spanish
- Capacity to Interpret and Translate in Spanish
Languages
Spanish
Native or Bilingual
Italian
Limited Working
Hindi
Limited Working
Swedish
Limited Working
Timeline
Front Desk Manager
University Inn Hotel
09.2015 - Current
Bachelor of Arts in Education - Spanish And Bilingual Studies
University of Arizona