Michele Mendoza

• Coordinated group reservations, ensuring accurate room blocks and seamless booking details.
• Prepared group billing instructions and verified payment details for accurate folio processing.
• Monitored rooming lists, updates, and special requests to maintain guest satisfaction.
• Maintained accurate records in property systems and updated changes promptly.
• Resolved reservation discrepancies quickly, minimizing disruptions for group guests.
• Streamlined communication between departments, resulting in improved efficiency and smoother project execution.

Guest Service Associate

Checking guest in/out, answering incoming calls, handling front desk issues using "Learn" to take care of all our important guests.

• Managed guest check-in and check-out, ensuring accurate room assignments and smooth front desk operations.
• Resolved guest concerns promptly, applying service recovery standards to protect satisfaction and loyalty.
• Processed reservations, billing adjustments, and payment authorizations with accuracy in property management systems.
• Coordinated with housekeeping and maintenance teams to support room readiness and issue resolution.
• Assisted guests with Marriott Bonvoy inquiries, rewards details, and stay-related requests.
• Trained new associates on front desk procedures, communication standards, and guest service expectations.
• Monitored daily arrivals, departures, and special requests to maintain efficient service flow.
• Managed front desk operations, ensuring a smooth and pleasant guest experience.
• Collaborated with team members to consistently exceed guest expectations through exceptional service delivery.
• Assisted guests with booking reservations, resulting in higher occupancy rates.
• Handled phone inquiries professionally, contributing to increased bookings and repeat customers.

• Secured patient privacy by learning and following HIPAA regulations to keep the organization compliant with relevant laws.
• Verified insurance coverage and secured pre-authorizations as needed to guarantee proper reimbursement for services rendered.
• Followed document protocols to safeguard the confidentiality of patient records.
• Collaborated with medical staff, ensuring timely communication of pertinent information for optimal patient care.
• Consistently met performance targets related to speed, accuracy, and volume of patients registered daily.
• Imaged and scanned patient and registration documentation into electronic patient records.
• Compiled and maintained patient medical records to keep information complete and up-to-date.

Resolved guest concerns promptly, restoring satisfaction and supporting positive service recovery.

• Streamlined check-in and check-out processes for increased efficiency and reduced wait times.
• Trained new team members on Hilton service procedures, communication standards, and property systems.
• Monitored reservation accuracy, special requests, and room assignments using property management system.
• Reviewed cash handling, shift reconciliations, and audit records to support financial accuracy.
• Collaborated with housekeeping, maintenance, and concierge teams to address guest needs quickly.

Solicited and booked SMERF markets, enhancing hotel revenue streams. Cold called potential groups, re-established connections with lost business, and developed targeted sales packets to attract new clients..Managed group bookings and contract negotiations while ensuring staff awareness of new incoming groups.

Account Payable

Controlled collections department by tracking and logging payment receipts and invoicing all past due accounts.

Front Desk Representative

Checking guest in/out, handled all airline crew members' reservations, blocking all rooms before flight arrivals, arranging all keys per airlines, and sign in sheet, on a daily basis.

• Supervised front desk operations, ensuring seamless check-in, check-out, and guest service delivery.
• Coordinated room assignments, arrival readiness, and communication with housekeeping teams.
• Resolved guest concerns promptly, maintaining satisfaction and protecting hotel reputation.
• Trained associates on Marriott brand standards, PMS procedures, and service recovery techniques.
• Collected room deposits, fees, and payments.
• Coordinated with housekeeping staff to ensure rooms were ready for incoming guests in a timely manner.

Accounts Receivable

Responsible for billing and invoicing hotel accounts within a timely fashion, maintaining payment retrieval from past due corporate and non-corporate accounts. Controlled payment logging systems, and handled all necessary guest issues.