Summary
Overview
Work History
Skills
Timeline
Generic

Michelle Gutierrez

Spring Valley,CA

Summary

Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

5
5
years of professional experience

Work History

Assistant Front Office Manager

InterContinental Hotels Group
07.2021 - Current
  • Resolve customer complains and handle all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible.
  • Balance and regulate inventory of hotel to ensure each room type does not overbook.
  • Monitor incoming arrivals and ensure all requests, comments, and guest profile notes are reviewed, and updated.
  • Maintain, balance, and update payroll documents for Front Office to ensure error-free reports.
  • Attend daily Stand Up Meeting to review occupancy, arrivals, VIP's, Guest Opportunities, and any necessary information for all departments.
  • Attend weekly Rooms Department Meetings to review data and scores to identify which areas and departments need improvement.
  • Attend weekly Resume Meeting to review incoming groups, events, and VIP's to ensure all information is relayed to Front Office.
  • Prepare work schedules, train, supervise and support office staff.
  • Monitor stock and order office supplies.
  • Collaborate with housekeeping and maintenance departments to ensure room availability and quality standards.
  • Resolve conflicts between guests or staff members in a professional manner to maintain a positive work environment.
  • Oversee group reservations, working closely with event planners and sales teams to accommodate special requests as needed.
  • Coordinate with sales and marketing teams to promote hotel services, special offers, and events to potential customers.

Front Desk Agent

Pulse Marriott Vacation Club
03.2020 - 07.2021
  • Manage online, phone, and in person room reservations.
  • Work with other staff members to ensure that all guest rooms meet hotel standards and accommodate any special guest needs.
  • Field guest complaints/concerns and handle appropriate recovery and compensation.
  • Arrange specialized services for VIP customers.
  • Respond to guests' issues and complaints in a friendly, timely manner.
  • Maintain updated records of bookings and payment methods.
  • Keep the front desk neat, orderly, and sanitized at all times.
  • Assist guests who request additional services including catering, wedding bookings, and retreat activities.
  • Provide exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
  • Support sales efforts through upselling rooms, amenities, or special packages when appropriate.
  • Collect room deposits, fees, and payments.
  • Calculate billings and posted charges to room accounts, reviewing charges with guests at checkout.

Supervisor

Dark Horse Coffee Roasters
10.2018 - 02.2020
  • Interview potential new hires.
  • Train incoming staff regarding the coffee shop's procedures, cultures, and practices.
  • Create weekly staff schedules.
  • Provide excellent customer service; work closely with staff to ensure orders are served in an efficient, friendly and professional manner.
  • Develop strong working relationships with staff, fostering a positive work environment.
  • Oversee daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.

Server/Hostess

Polite Provisions
03.2019 - 01.2020
  • Ensure accuracy and customer satisfaction, organize/clean, and stock bar frequently.
  • Take orders and run drinks in a timely manner, collect payments, check ID's, keep service areas as tidy as possible.
  • Handle cash transactions accurately, contributing to balanced daily financial reports.
  • Collaborate with team members during busy shifts for efficient workflow and excellent guest experiences.
  • Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
  • Increase bar revenue by upselling premium beverages and promoting special offers.
  • Develop strong rapport with regular patrons, fostering a welcoming atmosphere that encouraged repeat business.
  • Contribute to menu development by suggesting new beverage offerings based on current trends and customer preferences.

Skills

  • Proficient computer skills, including Microsoft Office Suite (Word, PowerPoint, Outlook, and Excel)
  • Bilingual
  • Ability to multitask, prioritize, and manage time
  • Strong Opera knowledge
  • Ability to work under pressure while maintaining professionalism

Timeline

Assistant Front Office Manager

InterContinental Hotels Group
07.2021 - Current

Front Desk Agent

Pulse Marriott Vacation Club
03.2020 - 07.2021

Server/Hostess

Polite Provisions
03.2019 - 01.2020

Supervisor

Dark Horse Coffee Roasters
10.2018 - 02.2020

Similar Profiles

CREATE PROFILE
Michelle Gutierrez