Summary
Overview
Work History
Education
Skills
Timeline
Generic

Miracle Morrow

New York,NY

Summary

Knowledgeable professional in hospitality known for high productivity and efficient task completion. Skilled in operations management, customer service excellence, and staff training. Excel at communication, leadership, and problem-solving to enhance guest satisfaction and operational success.

Overview

11
11
years of professional experience

Work History

Guest Relations Manager

Frederick Hotel NYC
New York, New York
11.2024 - Current
  • Facilitated guest feedback surveys to identify areas of improvement in customer service.
  • Assisted guests with inquiries regarding hotel amenities, local attractions, transportation options.
  • Managed day-to-day operations, driving quality standards and meeting customer expectations.
  • Resolved escalated customer complaints professionally and efficiently.
  • Deliver exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.

Front Office Supervisor/Manager on Duty

Renaissance Harlem
New York, NY
06.2023 - 06.2024
  • Supervised front desk operations and maintained high customer service standards.
  • Implemented front desk procedures to enhance operational efficiency.
  • Addressed guest inquiries and resolved issues promptly and professionally.
  • Supervised daily operations at the front desk including check-ins and checkouts, reservations.
  • Maintained important files, running reports, and delivering updates on occupancy and revenue.

Front Office Agent

Hilton Garden Inn
Ithaca, NY
03.2020 - 02.2022
  • Making reservations, cancellations, and answering inquiries
  • Check guests in and out, scheduling shuttle services
  • Provide exceptional customer service and making experience enjoyable and memorable
  • Cross trained in housekeeping and food and beverage.
  • Provided concierge services such as making restaurant reservations, arranging transportation, and providing directions to local destinations.
  • Performed administrative duties including filing paperwork, updating guest profiles, and responding to emails and phone calls.

Front Desk Agent Lead/Concierge

Atlanta Marriott & Conference Center
Atlanta, GA
11.2017 - 02.2020
  • Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
  • Contributed to raising guest satisfaction scores and reviews.
  • Resolved customer complaints promptly and courteously.
  • Provided excellent customer service while upholding company policies.

Front Desk Agent/Manager on Duty

Quality Inn and Suites
Ithaca, NY
02.2015 - 09.2017
  • Make reservations, cancelations, and handle inquiries with guests
  • Addressed customer needs in a timely manner.
  • Acting as manager on duty during shift; Supervising guests and managing day to day operations at property
  • Cross trained in housekeeping.

Education

Associate of Arts -

Atlanta Metropolitan State College
Atlanta, GA

Associate of Arts - Business Administration

Tompkins-Cortland Community College
Dryden, NY

Skills

  • Advanced in PMS systems
  • Guest satisfaction focus
  • Front office operations
  • Guest satisfaction measurement
  • Reservation management
  • Effective communication
  • Active listening
  • Team collaboration
  • Problem solving
  • Staff supervision
  • Team leadership

Timeline

Guest Relations Manager

Frederick Hotel NYC
11.2024 - Current

Front Office Supervisor/Manager on Duty

Renaissance Harlem
06.2023 - 06.2024

Front Office Agent

Hilton Garden Inn
03.2020 - 02.2022

Front Desk Agent Lead/Concierge

Atlanta Marriott & Conference Center
11.2017 - 02.2020

Front Desk Agent/Manager on Duty

Quality Inn and Suites
02.2015 - 09.2017

Associate of Arts -

Atlanta Metropolitan State College

Associate of Arts - Business Administration

Tompkins-Cortland Community College

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