Micaela Martin
5261 W Hillsboro Apt #107,FL
Summary
Dynamic professional with extensive experience in customer service and guest relations at Limetree Beach Resort. Proven ability to resolve issues swiftly, enhancing guest satisfaction and loyalty. Skilled in cash handling and proficient in reservation systems, I excel in fostering positive environments and mentoring team members to achieve operational excellence.
Experienced with managing guest interactions and front desk operations. Utilizes effective communication to address and resolve guest concerns promptly. Strong understanding of hospitality protocols and maintaining welcoming environment.
Professional with strong skills in customer service and administrative tasks, ready to excel in pivotal role. Known for effective communication, adaptability, and reliability in fast-paced environments. Capable of managing front desk operations, coordinating with team members, and delivering results that enhance guest experiences. Proven ability to handle multitasking, problem-solving, and maintaining welcoming atmosphere.
Overview
2024
2024
years of professional experience
Work History
Front Desk Agent
Limetree Beach Resort
- Collected room deposits, fees, and payments.
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
- Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
- Resolved guest issues promptly, resulting in positive feedback and return visits.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Handled incoming calls professionally, directing inquiries to appropriate personnel as needed.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Maintained clean and organized front desk areas to uphold polished company image.
Security Officer
Allied Universal Security Services
07.2022 - 02.2024
- Greeted guests professionally and courteously to cultivate welcoming atmosphere while making safety top priority.
- Acted quickly during emergency situations to reduce opportunity for damage and injury.
- Patrolled and monitored premises in company vehicle, on bicycle, and by foot.
- Provided excellent customer service while addressing visitor inquiries or concerns related to facility safety or access control procedures.
- Prevented unauthorized access to facilities by enforcing strict entry protocols and verifying identification.
- Maintained a safe environment for employees and visitors through continuous risk assessment and threat analysis.
- Checked and verified photo identification prior to granting facility access.
- Checked identification of persons entering and exiting facility to eliminate unauthorized visitors.
- Reported suspicious activities and persons to law enforcement.
- Oversaw daily monitoring and patrolled buildings, grounds, and work sites.
- Monitored and authorized entrance and departure of vehicles, cargo trucks, and visitors.
- Improved overall security by conducting regular patrols and monitoring surveillance systems.
- Wrote detailed reports on property damage, theft, presence of unauthorized persons and unusual incidences.
- Screened individuals and prevented passage of prohibited articles into restricted areas.
- Remained calm, assertive, and mindful to think critically and problem solve during stressful situations.
- Assisted in developing comprehensive security policies to address potential risks and protect company assets.
- Completed full building and grounds patrols to spot and investigate concerns.
- Acted as deterrent to prevent criminal actions, vandalism and misconduct to allow business to conduct operations in safe environment.
- Issued access cards to authorized personnel to monitor access points.
Store Manager
Sonic Dr-Thru
03.2005 - 06.2022
- Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
- Managed inventory control, cash control, and store opening and closing procedures.
- Addressed customer complaints promptly and professionally, resolving issues to maintain positive relationships with clientele.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
- Completed point of sale opening and closing procedures.
- Mentored new hires during their onboarding process, ensuring they were well-equipped to excel in their roles from day one.
- Set effective store schedules based on forecasted customer levels, individual employee knowledge, and service requirements.
- Fostered a positive work environment by cultivating strong relationships between team members through team-building activities and consistent recognition of individual achievements.
- Supervised guests at front counter, answering questions regarding products.
- Ensured compliance with all applicable laws, regulations, policies by regularly reviewing store procedures and taking corrective measures when necessary.
- Maintained open lines of communication with corporate headquarters, sharing pertinent information about store performance and requesting support when needed.
- Conducted market research to better understand local consumer base, tailoring store offerings to meet their needs.
- Analyzed sales data to identify trends and adjust inventory accordingly, preventing stockouts of popular items.
- Boosted overall store sales by implementing innovative marketing strategies and exceptional customer service standards.
- Interacted well with customers to build connections and nurture relationships.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Tracked trends and suggested enhancements to both challenge and refine company's product offerings.
- Implemented innovative programs to increase employee loyalty and reduce turnover.
- Identified and qualified customer needs and negotiated and closed profitable projects with high success rate.
Education
Bachelor In Architectural Science - Criminal Justice
University of Miami
Miami, FL05.2008
Skills
- Customer service
- Guest services
- Problem-solving skills
- Cash handling
- Credit and cash payments
- Guest relations
- Reservation systems
- Front desk management
- Front office support
- Microsoft office
- Reservations
- Training and mentoring
- Bookkeeping
- Payment oversight
Timeline
Security Officer
Allied Universal Security Services
07.2022 - 02.2024
Store Manager
Sonic Dr-Thru
03.2005 - 06.2022
Front Desk Agent
Limetree Beach Resort
Bachelor In Architectural Science - Criminal Justice
University of Miami
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