Mia Martinez
Elizabethport
Summary
Dedicated Front Desk Ambassador with strong guest relations skills, focused on enhancing guest satisfaction and operational efficiency.
Overview
5
5
years of professional experience
Work History
Front Desk Ambassador
Renaissance Hotel By Marriott
Chelsea, NY
09.2025 - Current
- Greeted guests warmly, creating welcoming atmosphere and enhancing overall guest experience.
- Managed check-in and check-out processes efficiently, ensuring smooth transitions for guests.
- Responded promptly to guest inquiries and requests, providing exceptional customer service at all times.
- Coordinated with housekeeping and maintenance teams to ensure guest rooms met quality standards.
- Trained new front desk staff on operational procedures and customer service protocols, improving team performance.
- Implemented process improvements that enhanced operational efficiency and streamlined front desk workflows.
- Developed strong relationships with repeat guests, fostering loyalty through personalized service initiatives.
- Enhanced guest satisfaction by efficiently managing check-ins and check-outs at the front desk.
- Maintained a professional and welcoming environment, addressing guest inquiries and concerns promptly.
- Adhered to company policies and procedures, contributing to a consistent standard of service excellence across all Front Desk Ambassadors.
- Coordinated with event planners to organize successful meetings, conferences, and special events held at the hotel.
- Supported team members in delivering a seamless guest experience by offering assistance during busy periods or covering shifts when necessary.
- Increased guest loyalty by creating personalized experiences and anticipating individual needs during each interaction at the front desk.
- Answered customer telephone calls promptly and appropriately handled needs.
- Answered multi-line phone system and enthusiastically greeted callers.
- Maintained clean and organized front desk areas to uphold polished company image.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Kept accounts in balance and ran daily reports to verify totals.
- Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
- Used quick response and dynamic service skills to build relationships with patrons and improve customer retention rate.
- Liaised with housekeeping staff to verify service and maintenance of hotel standards.
- Prepared reports on guest satisfaction levels and other metrics.
- Coordinated with vendors for repair and maintenance of hotel.
- Implemented marketing and promotional initiatives to increase occupancy.
- Monitored hotel's budget and financial records.
- Promoted hotel brand's loyalty program via social media, email and direct mail.
- Collected room deposits, fees, and payments.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
Guest Service Representative
Desert Spring Villas
Palm Desert, CA
08.2023 - 07.2025
- Delivered exceptional guest service, addressing inquiries and resolving issues promptly.
- Managed front desk operations, ensuring efficient check-in and check-out processes.
- Coordinated room assignments, optimizing occupancy and enhancing guest satisfaction.
- Trained new staff on customer service protocols and operational procedures.
- Utilized property management systems to track reservations and manage billing efficiently.
- Developed relationships with guests, fostering loyalty through personalized interactions.
- Implemented feedback mechanisms to continuously improve service quality and guest experiences.
- Collaborated with housekeeping to ensure timely room readiness for arrivals.
- Assisted guests with reservation modifications, resolving any issues promptly and professionally.
- Handled payment transactions accurately, maintaining proper cash handling procedures at all times.
- Resolved guest complaints diplomatically to maintain a positive property reputation and high customer satisfaction rates.
- Developed strong rapport with returning guests to foster loyalty and repeat business.
- Contributed positively towards creating a welcoming atmosphere by maintaining a clean and organized front desk area at all times.
- Managed guest inquiries via telephone, email, and in-person communication, ensuring accurate information delivery.
- Enhanced guest satisfaction by providing exceptional customer service at the front desk.
- Collaborated closely with colleagues across departments to enhance overall guest experience throughout their stay.
- Participated in ongoing training programs to stay current on industry trends, best practices, and emerging technologies affecting the hospitality sector.
- Maintained detailed knowledge of hotel amenities, services, policies, and procedures to provide accurate information to guests.
- Assisted in emergency situations as required while adhering strictly to safety protocols.
- Provided personalized recommendations for local attractions, dining options, and transportation services based on guest preferences.
- Streamlined check-in and check-out processes for increased efficiency and guest convenience.
- Collaborated with housekeeping and maintenance teams to ensure timely room readiness for arriving guests.
- Implemented upselling strategies during check-in process to maximize revenue opportunities without compromising guest satisfaction levels.
- Enhanced guest satisfaction by promptly addressing and resolving inquiries and concerns.
- Assisted in planning and executing events at hotel, leading to memorable experiences for attendees.
- Conducted regular inventory checks of front desk supplies to prevent shortages.
- Collaborated with marketing team to promote special offers and packages, driving occupancy rates.
- Facilitated loyalty program that incentivized repeat visits and positive reviews.
- Maintained high standards of cleanliness and organization in lobby and guest areas, contributing to welcoming environment.
Front Desk Agent
Springhill Suites By Marriott
Palm Desert, CA
02.2021 - 06.2023
- Managed guest check-in and check-out processes efficiently.
- Provided exceptional customer service, addressing inquiries and resolving issues promptly.
- Maintained accurate room inventory and booking records using property management system.
- Collaborated with housekeeping to ensure timely room readiness for guests.
- Handled billing and payment transactions accurately, ensuring financial compliance.
- Assisted in training new front desk staff on operational procedures and service standards.
- Implemented strategies to enhance guest satisfaction based on feedback analysis.
- Coordinated special requests and arrangements for groups and events effectively.
- Collected room deposits, fees, and payments.
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
- Resolved guest issues promptly, resulting in positive feedback and return visits.
- Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Utilized strong organizational skills to manage daily tasks efficiently while maintaining focus on delivering outstanding guest service experiences.
Education
High School Diploma -
Summit High School
La Quinta, CASkills
- Patience and composure
- Team player mentality
- Guest relations
- Tourism knowledge
- Microsoft excel
- Microsoft Teams
- Google Docs
- Tik tok trends
- Google email
- Google drive
- Foreign language skills
- Concierge services
- Microsoft office expertise
- Cash handling experience
- Customer service
- Problem-solving skills
- Time management
- Listening skills
- Hospitality services
- Credit and cash payments
- Cash handling
- Guest services
- Housekeeping
- Training and mentoring
- Microsoft office
- Administrative skills
Instagram trends
- Team building
- Safety and security procedures
- Front desk management
- Office management
- Hospitality service expertise
- Documentation
- File management
- Conflict management
- POS systems
- Reservations
- Mail and packages
- Registration processing
- Front office support
- Sales expertise
- Bookkeeping
- Inventory oversight
- Transaction processing
- Marketing
- Room assignments
- Corporate branding
- Record preparation
- Fluent in spanish and english
- Financial records oversight
- GoConcierge
- Attention to detail
- Multitasking
Timeline
Front Desk Ambassador
Renaissance Hotel By Marriott
09.2025 - Current
Guest Service Representative
Desert Spring Villas
08.2023 - 07.2025
Front Desk Agent
Springhill Suites By Marriott
02.2021 - 06.2023
High School Diploma -
Summit High School