Miguel A. Cruz Romano
Lahaina
Summary
-Problem-solving Front Desk Manager at busy hotel experienced in upselling and marketing property amenities. Multilingual and dedicated to boosting customer loyalty. Consistently recognized by management for performance excellence.
-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.
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Hospitality professional prepared to excel in managing front office functions. Proven ability to enhance guest experiences and streamline administrative tasks. Reliable team collaborator with strong communication and problem-solving skills.
Knowledgeable [Desired Position] with background in managing front office operations. Successfully streamlined administrative processes and enhanced guest satisfaction through effective team leadership. Demonstrated excellent organizational and multitasking skills.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Front Office Manager
Westin Nanea Ocean Villas
07.2024 - Current
- Coached employees through day-to-day work and complex problems.
- Managed reservation inquiries over phone/email/web platforms effectively ensuring full capacity utilization.
- Updated guests'' profiles systematically incorporating preferences and feedback for providing personalized experiences during future visits.
- Handled guest complaints with empathy and professionalism, restoring satisfaction swiftly.
- Led front office team during major hotel renovation, maintaining high service standards amidst changes.
- Enhanced guest satisfaction by implementing streamlined check-in process that reduced waiting times.
- Implemented cross-training program, enhancing team flexibility and coverage during peak periods.
- Created weekly schedules for front office staff members to ensure appropriate coverage during peak hours or high demand periods.
- Resolved guest complaints professionally, maintaining positive relationships with customers for future business opportunities.
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
- Conducted regular staff evaluations, providing constructive feedback and identifying opportunities for professional growth.
Front Desk Manager
Kahana Falls Resort
12.2019 - Current
- Oversaw front desk operations with eye for hotel reputation, staff productivity and operational efficiency.
- Trained new staff on correct procedures, compliance requirements and performance strategies.
- Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
- Managed front desk maintenance of client records and lab data.
- Responded to telephone, email, and in-person inquiries regarding reservations, hotel information and guest concerns.
- Resolved guest issues with rooms or reservations with knowledgeable and friendly service.
- Handled tasks and responsibilities for front office employees during periods of understaffing.
- Resolved guest complaints by addressing issues with rooms promptly.
- Created lasting relationships with guests that built loyalty and drove hotel revenue.
- Collected room deposits, fees and payments.
- Investigated auditing discrepancies by reconciling cash drop and credit card transactions.
- Held quarterly office meetings with staff to answer questions, resolve issues and keep employees informed of changes.
- Contacted housekeeping staff and maintenance department immediately to resolve guest room issues.
- Trained front office staff in fire, life and other emergency procedures.
- Promoted local entertainment and sporting events and offered details to assist patrons.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Trained new staff on correct procedures, compliance requirements, and performance strategies.
- Responded to telephone, email and in-person inquiries regarding reservations, hotel information and guest concerns.
- Oversaw daily cash reconciliations, maintaining accurate financial records for the front desk department.
Assistant Front Office Manager
The Ridge on Sedona Golf Resort
07.2018 - 11.2019
- -Developed departmental objectives, work schedules and policies.
- -Updated team members about changes in hotel products, services, pricing and policies.
- -Resolved service-related problems in a timely manner.
- -Verified that personal and payment information on guest accounts was accurate and complete.
- -Carefully interviewed, selected, trained and supervised staff.
- -Collaborated with maintenance and housekeeping to provide a well maintain resort for our owners and guest.
- Reduced customer issues by 15% with introduction of surveys and questionnaires.
- Implemented new procedures for handling guest complaints, resulting in increased customer satisfaction ratings.
- Enhanced guest satisfaction by efficiently managing front office tasks and addressing customer concerns promptly.
Massage Therapist
Massage Envy
12.2016 - 07.2018
- -Provide professional massage to guests with 60, 90 and 120 minute prior to appointment.
- -Comply with all procedural guidelines pertinent to massage therapy and interact nicely with guests.
- -Provide safe, suitable and effectual massage techniques.
- -Learn about precautions and contradictions for massage before every session Elicit feedback on given massage therapy and respond accordingly.
- -Maintain confidentiality as well as sensitivity related to age plus gender during client interactions.
- -Reports any unusual customer interactions to supervisor promptly.
- -Head responsibility to clean and maintain massage rooms, changing linens and refilling supplies etc.
- -Provide comfortable plus relaxing spa experience to all guests ensuring extreme safety for guests.
- -Provide body treatments and therapeutic massage services utilizing various modalities.
- -Professional Skills Loyalty
- Demonstrated knowledge of anatomy and physiology to better understand body and inform massage techniques.
- Developed and maintained positive relationships with clients through professional communication and follow-up to increase satisfactions and build rapport.
- Achieved high levels of customer satisfaction with empathetic listening skills and clear communication about treatment plans.
- Evaluated client conditions to recommend appropriate massage therapy methods.
- Maintained client treatment records and designed long-term care programs for return customers.
- Performed detailed assessments to identify areas of tension or discomfort, leading to more effective treatments.
- Improved overall client well-being with customized aromatherapy blends during massage sessions.
Guest Relations Manager
We.Ko.Pa Resort and Conference Center
03.2016 - 07.2016
- -Reviewed account information and charges with guests during check-out.
- -Resolved service-related problems in a timely manner.
- -Verified that personal and payment information on guest accounts was accurate and complete.
- -Developed departmental objectives, work schedules, Meetings, budgets and policies.
- -Updated team members about changes in hotel products, services, pricing and policies.
- -Accommodated guests' by fulfilling their special requests.
- -Confirmed new rentals daily from expedia, hotels.com to be entered on our system for check-in
- -Carefully interviewed, selected, trained and supervised staff.
- Remained available 10 hours daily to respond to guest needs, complaints, or inquiries.
Server
Olive Garden Restaurant
12.2014 - 03.2016
- Cultivated warm relationships with regular customers.
- Worked with POS system to place orders, manage bills and handle complimentary items.
- Explained menu items and suggested appropriate options for food allergy concerns.
- Bussed and reset tables to keep dining room and work areas clean.
- Applied comprehensive knowledge of wine, cider and beer to increase daily beverage sales.
- Carried out complete opening, closing and shift change duties to keep restaurant working efficiently and teams ready to meet customer needs.
- Maintained thorough menu knowledge to sufficiently answer questions regarding menu item sourcing, ingredients and cooking methods.
Front Desk Manager
Kahana Falls Resort
09.2011 - 12.2014
- -Accommodated guests' by fulfilling their special requests.
- -Carefully interviewed, selected, trained and supervised staff.
- -Collaborated with maintenance and housekeeping to provide a well maintain resort for our owners and guest.
- -Resolved service-related problems in a timely manner.
- -Verified that personal and payment information on guest accounts was accurate and complete.
- -Developed departmental objectives, work schedules, budgets and policies.
- -Updated team members about changes in hotel products, services, pricing and policies.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Responded to telephone, email and in-person inquiries regarding reservations, hotel information and guest concerns.
- Managed front desk maintenance of client records and lab data.
- Managed team schedules, ensuring adequate staffing levels for optimal front desk operations.
General Manager
Round Table Pizza
08.2008 - 09.2011
- Managed budget implementations, employee reviews, training, schedules and contract negotiations.
- Developed and maintained relationships with customers and suppliers through account development.
- Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures and technology systems.
- Implemented operational strategies and effectively built customer and employee loyalty.
- Reduced labor costs by 75% percent while maintaining excellent service and profit levels.
Server
Merrimans Kapalua
04.2008 - 09.2008
- Cultivated warm relationships with regular customers.
- Worked with POS system to place orders, manage bills and handle complimentary items.
- Explained menu items and suggested appropriate options for food allergy concerns.
- Bussed and reset tables to keep dining room and work areas clean.
- Upsold high-profit items such as appetizers and mixed drinks to enhance sales numbers.
- Strategically timed check-ins with customers to take orders and confirm satisfaction with meals after delivery, taking action to correct any problems.
- Presented menus to patrons promptly after seating and answered questions about menu items, making recommendations upon request.
- Supported needs of [Number]- person wait staff who attended to specific needs of countless customers daily for [Type] restaurant with social relevancy and intentionality.
Server
Norwigen Cruise Line
04.2005 - 04.2008
- Cultivated warm relationships with regular customers.
- Worked with POS system to place orders, manage bills and handle complimentary items.
- Explained menu items and suggested appropriate options for food allergy concerns.
- Bussed and reset tables to keep dining room and work areas clean.
- Consistently provided professional, friendly and engaging service.
Followed all safety and sanitation policies when handling food and beverage to uphold proper health standards. - Increased sales significantly by upselling higher-end products to customers.
- Applied comprehensive knowledge of wine, cider and beer to increase daily beverage sales.
- Carried out complete opening, closing and shift change duties to keep restaurant working efficiently and teams ready to meet customer needs.
- Displayed enthusiasm and promoted excellent service to customers, successfully increasing referrals and walk-in business.
- Quickly and clearly communicated dining orders to kitchen staff, directing attention to special requests or dietary restrictions.
Education
North High School
Phoenix, ArizonaMassage Therapist Degree - Massage Therapy
Apollo College
12.2014
Skills
- Hotel Reservation Systems
- Registration Processing
- Layout Planning
- Safety and Security Procedures
- Delegating Work Assignments
- Team Management
- Special Requests
- Coaching and Mentoring
- Interviewing and Hiring
- Cash Control
- Check-In and Check-Out Procedures
- Spanish Fluency
- Effective multitasking
- Workflow optimization
- Customer service
- Customer relations
- Scheduling and calendar management
- Issue handling
- Data entry
- Staff management
- Guest relations
- Complaint handling
Contact
Phoenix, AZ 85051
Education
Phoenix, AZ
Accomplishments
- Supervised team of 15 staff members.
- Resolved product issue through consumer testing.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Certification
- CPR/AED Certification
Languages
Spanish
Full Professional
Timeline
Front Office Manager
Westin Nanea Ocean Villas
07.2024 - Current
Front Desk Manager
Kahana Falls Resort
12.2019 - Current
Assistant Front Office Manager
The Ridge on Sedona Golf Resort
07.2018 - 11.2019
Massage Therapist
Massage Envy
12.2016 - 07.2018
Guest Relations Manager
We.Ko.Pa Resort and Conference Center
03.2016 - 07.2016
Server
Olive Garden Restaurant
12.2014 - 03.2016
Front Desk Manager
Kahana Falls Resort
09.2011 - 12.2014
General Manager
Round Table Pizza
08.2008 - 09.2011
Server
Merrimans Kapalua
04.2008 - 09.2008
Server
Norwigen Cruise Line
04.2005 - 04.2008
Massage Therapist Degree - Massage Therapy
Apollo College
North High School
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