MICHAEL NIEVES
Brooklyn
Summary
Professional with robust experience in hospitality management, prepared for this role. Proven track record in optimizing front office operations, enhancing guest satisfaction, and streamlining processes. Strong focus on team collaboration and achieving results. Skilled in staff training, conflict resolution, and multitasking with flexible approach to changing needs. Reliable and efficient, ensuring smooth daily operations.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Front Office 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.
- Monitored financial transactions at the front desk, ensuring accurate billing procedures and minimizing discrepancies.
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.
Education
Bachelor of Arts - Communications
CUNY Brooklyn College
06.2025
Skills
- Employee Training
- Room assignments
- Transportation information
- Cash control
- Hospitality services
- Team building and supervision
- Conflict and issue documentation
Certification
FSLD
Timeline
Front Office 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
FSLD
Bachelor of Arts - Communications
CUNY Brooklyn College
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