Mike Trochez
Chelsea,MA
Summary
Adaptable and Motivated Front Desk Agent/Sales Coordinator dedicated to providing first-rate attention to guest needs. Proactive with history of managing multiple tasks in various areas with specialties in conflict resolution, team coordination and customer support. Highly organized, detail-oriented and strives to Deliver dynamic service and fosters positive relationships with guests and coworkers.
Overview
2
2
years of professional experience
Work History
Front Desk Agent
Town Place Suites By Marriott
Chelsea, MA
10.2021 - 09.2022
- Handled payment processing and provided customers with receipts and proper bills and change.
- Welcomed Guests to front desk and engaged in friendly conversations while conducting check-in process.
- Completed end-of-day reporting and balanced registers to maintain financial accuracy.
- Enhanced guest satisfaction by answering inquiries about business operations and policies, resolving concerns and developing creative solutions to guest concerns.
- When needed would fulfill other rolls in the hotel such as kitchen and housekeeping management
- Responded to pre-check in and room requests made by phone, email, and online via GXP
- Supervised daily operations of hotel front desk in absence of manager.
- Communicated safety processes and procedures with customers during emergencies.
- Promoted loyalty by signing customers up for rewards program and encouraged repeat stays through exceptional service.
- Stayed current on local attractions and special events to help guests with entertainment options.
- Wrote and maintained incident reports, daily activity logs and other documents as requested by management.
- Worked with housekeeping and maintenance staff to address and resolve building and room issues.
Host/Server
Blue Fin
Middleton, MA
06.2022 - Current
- Greeted customers, answered questions and recommended specials to increase profits.
- Operated POS terminals to input orders, split bills and calculate totals.
- Communicated with hosts, bussers and kitchen staff to prepare for and serve customers.
- Arranged place settings with clean tablecloths, napkins and tableware to prepare for incoming guests.
- Presented menus to patrons to answer questions about offered items and make suitable recommendations.
- Displayed enthusiasm and knowledge about restaurant's menu and products.
- Checked with customers to determine satisfaction with meals, promptly taking action to correct problems.
- Developed strong and lasting customer relationships.
- Cross-trained as host and helped with tasks such as greeting diners and escorting guests.
- Made reservations for guests.
Hotel Front Desk Supervisor
Residence Inn Marriott
Andover, MA
10.2022 - 02.2023
- Arranged special accommodations for guests to enhance visitor experiences.
- Showed off dining areas, pool, spa and fitness center to prospective and current guests.
- Coached staff on strategies to enhance performance and improve customer relations.
- Oversaw recruiting, interviews and new employee hiring.
- Scheduled space or equipment for special programs, meetings and conferences.
- Managed team of front desk agents, supervising personnel in issue resolution.
Sales Coordinator
Residence Inn Marriott
Andover, MA
10.2022 - 02.2023
- Fostered relationships with customers to expand customer base and retain business.
- Developed long-term partnerships with lucrative business customers.
- Saved costs by negotiating room rates and meeting space pricing.
- Developed and implemented new sales strategies to update product lines.
Front Desk Agent
Hyatt Place Boston/Medford
Medford, MA
03.2023 - Current
- .
- Supervised daily operations of hotel front desk in absence of manager.
- Tracked inventory of supplies needed for the front desk area.
- Reviewed daily reports on occupancy levels, rate of rooms sold and revenue totals.
- Supervised daily operations at the front desk including check-ins and checkouts, reservations.
- Mentored new staff on correct procedures, compliance requirements and performance strategies.
- Provided administrative support to coworkers, taking on additional tasks during high-volume periods.
- Worked with room service, housekeeping, maintenance and security to meet all guest needs.
- Corrected guest issues promptly with knowledgeable and friendly service.
Education
High School Diploma -
Revere High School
Revere, MA06.2022
Skills
- Credit and Cash Payments
- Guest Amenities
- Transportation Information
- Safety and Security Procedures
- Computer Skills
- Switchboard Operation
- Data Gathering
- Escort Instructions
- Records Management
- Two-Way Radio Operation
- Invoicing and Billing
- Account Balancing
- Verbal and Written Communication
- Problem-Solving
- Lobby Maintenance
- Customer Service
- Teamwork and Collaboration
Languages
English
Native/ Bilingual
Spanish
Native/ Bilingual
Timeline
Front Desk Agent
Hyatt Place Boston/Medford
03.2023 - Current
Hotel Front Desk Supervisor
Residence Inn Marriott
10.2022 - 02.2023
Sales Coordinator
Residence Inn Marriott
10.2022 - 02.2023
Host/Server
Blue Fin
06.2022 - Current
Front Desk Agent
Town Place Suites By Marriott
10.2021 - 09.2022
High School Diploma -
Revere High School
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