MICHAEL NIEVES
Brooklyn,NY
Summary
Polished hotel front desk manager offering exemplary communication skills. Dynamic and personable and well-versed in handling multiple tasks at once. Experience as front desk manager for high-end hotel.
Overview
9
9
years of professional experience
Work History
Front Desk Manager
Belvedere Hotel
08.2022 - Current
- Oversaw front desk operations with eye for hotel reputation, staff productivity, and operational efficiency.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Managed front desk maintenance of client records and lab data.
- Kept accounts in balance and ran daily reports to verify totals.
- Resolved guest issues with rooms or reservations with knowledgeable and friendly service.
- Trained new staff on correct procedures, compliance requirements, and performance strategies.
Front Desk Agent
Belvedere Hotel
10.2021 - 08.2022
- Used internal software to process reservations, check-ins and check-outs.
- Responded swiftly to room requests and other inquiries made via establishment website, email, or phone.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.
- Collected room deposits, fees, and payments.
Guest Service Agent
Hampton by Hilton
08.2020 - 10.2021
- Investigated guest challenges and sources of dissatisfaction to offer timely resolution.
- Communicated problems regarding guest rooms to housekeeping services and maintenance personnel.
- Collected room deposits, fees, and payments.
- Streamlined check-in process to decrease wait times and increase customer satisfaction.
- Provided guest assistance and recommendations for tourist attractions.
Team Member
Walmart
09.2019 - 07.2020
- Worked scheduled shifts and remained available to work during coworker absences, holidays, and busy periods.
- Contributed to team success by completing jobs quickly and accurately.
- Worked different stations to provide optimal coverage and meet production goals.
- Operated register to process payments and collect cash payment for order totals.
- Broke down boxes and cartons, disposing of refuse in proper cardboard receptacles.
GUEST SERVICES AGENT
LaQuinta Inn & Suites
03.2019 - 08.2019
- Communicated problems regarding guest rooms to housekeeping services and maintenance personnel.
- Collected room deposits, fees, and payments.
- Streamlined check-in process to decrease wait times and increase customer satisfaction.
- Resolved sources of dissatisfaction and implemented processes to prohibit future service obstacles.
GUEST SERVICES AGENT
Country Inn & Suites
06.2017 - 03.2019
- Communicated problems regarding guest rooms to housekeeping services and maintenance personnel.
- Collected room deposits, fees, and payments.
- Streamlined check-in process to decrease wait times and increase customer satisfaction.
- Investigated guest challenges and sources of dissatisfaction to offer timely resolution.
Customer Service Representative
Circle K
04.2015 - 06.2017
- Responded to customer requests for products, services, and company information.
- Processed customer service orders promptly to increase customer satisfaction.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
Education
Bachelor of Arts - Communications
06.2025
Skills
- Employee Training
- Room assignments
- Transportation information
- Cash control
- Hospitality services
- Team building and supervision
- Conflict and issue documentation
Timeline
Front Desk Manager - Belvedere Hotel
08.2022 - Current
Front Desk Agent - Belvedere Hotel
10.2021 - 08.2022
Guest Service Agent - Hampton by Hilton
08.2020 - 10.2021
Team Member - Walmart
09.2019 - 07.2020
GUEST SERVICES AGENT - LaQuinta Inn & Suites
03.2019 - 08.2019
GUEST SERVICES AGENT - Country Inn & Suites
06.2017 - 03.2019
Customer Service Representative - Circle K
04.2015 - 06.2017
CUNY Brooklyn College - Bachelor of Arts, Communications
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