Michael T. Bundu
Front desk Receptionist
Capitol Heights,Capitol Heights
Summary
Polished and detail-oriented Front Desk professional with 15+ years of experience delivering white-glove guest service at Forbes 5-Star and AAA 5-Diamond hotel properties. Proven record of resolving high-stakes guest concerns, mentoring front-of-house teams, and consistently exceeding guest satisfaction and brand quality-audit benchmarks. Skilled in Opera PMS, VIP/loyalty program management, and multi-department coordination for seamless arrival-to-departure experiences.
Overview
3
3
Languages
19
19
years of professional experience
Work History
Front Desk Agent
Four Seasons Hotel
04.2023 - Current
- Delivered efficient, warm check-in and check-out experiences for an average of 60+ arrivals per shift.
- Handled reservations, room assignments, and special requests using Opera PMS and OnQ systems; recognized twice with the hotel's 'Five Star Service' employee award.
- Trained new front desk staff on operational procedures and customer service standards to enhance team performance.
- Oversaw front desk operations, maintaining high standards of service delivery and addressing any issues proactively.
- Responded promptly to guest inquiries, providing information about hotel services and local attractions.
- Managed guest check-in and check-out processes, ensuring seamless arrival and departure experiences.
Front Desk Night
The Ritz-Carlton
03.2010 - 04.2023
- Supervised front desk operations across all shifts, ensuring seamless handoffs and adherence to Ritz-Carlton Gold Standards.
- Managed group check-ins for conventions of 200+ guests, coordinating closely with Sales and Events to maintain service flow.
- Championed the hotel's loyalty recognition program, personally welcoming and tracking preferences for 500+ repeat guests.
- Conducted monthly service-standard audits and coached agents on etiquette, grooming, and guest engagement techniques.
- Scheduled and assigned daily work and activities for team members.
Senior Front Desk Agent / Front Office Team Lead
The Ritz-Carlton
03.2007 - 04.2023
- Lead a team of 6 front desk agents, overseeing daily check-in/check-out operations for a 450-room luxury property averaging 92% annual occupancy.
- Serve as primary point of contact for VIP, celebrity, and repeat guests, coordinating personalized amenities with Concierge, Housekeeping, and F&B.
- Maintained a guest satisfaction score of 98% on post-stay surveys over three consecutive years, the highest of any front office team lead in property history.
- Train and onboard new agents on Opera PMS, brand service standards, and de-escalation techniques; reduced new-hire ramp time by 30%.
- Resolve complex billing disputes and service recovery situations, consistently converting guest complaints into positive reviews.
- Managed guest check-ins and check-outs efficiently, ensuring a smooth arrival experience.
- Handled customer inquiries and resolved issues promptly, enhancing guest satisfaction.
- Coordinated room assignments and maintained accurate reservation records using property management systems.
Education
Certified Front Desk Representative (CFDR) -
American Hotel & Lodging Educational Institute
Associate of Applied Science - Hotel & Restaurant Management
Austin Community College
Opera PMS Certified User - undefined
ServSafe Alcohol Certified - undefined
CPR/First Aid Certified - undefined
Skills
- Guest Relations & VIP Services
- Opera / OnQ / Micros-Fidelio PMS
- Front Office Operations
- Team Training & Mentorship
- Complaint Resolution & Service Recovery
- Reservations & Revenue Support
- Concierge Coordination
- Cash & Night Audit Procedures
- Multilingual Guest Communication
- Brand Quality Standards (Forbes / AAA)
- Credit and cash payments
LANGUAGES
English (Native)
Spanish (Professional Working Proficiency)
French (Conversational)
Timeline
Front Desk Agent
Four Seasons Hotel
04.2023 - Current
Front Desk Night
The Ritz-Carlton
03.2010 - 04.2023
Senior Front Desk Agent / Front Office Team Lead
The Ritz-Carlton
03.2007 - 04.2023
CPR/First Aid Certified - undefined
ServSafe Alcohol Certified - undefined
Opera PMS Certified User - undefined
Certified Front Desk Representative (CFDR) -
American Hotel & Lodging Educational Institute
Associate of Applied Science - Hotel & Restaurant Management
Austin Community College