Monica Madrigal
10231 24th St Rancho Cucamonga,CA
Summary
Dynamic Front Office Manager at Sheraton Ontario Airport Hotel with expertise in guest relations and reservation management. Proven track record of enhancing guest satisfaction through effective room assignment coordination and swift resolution of issues. Strong leadership skills foster team development and operational excellence, ensuring memorable experiences for all guests.
Overview
17
17
years of professional experience
Work History
Front Office Manager
Sheraton Ontario Airport Hotel
03.2017 - Current
- 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.
- Enhanced guest satisfaction by efficiently managing front office operations and addressing customer concerns promptly.
- Collaborated with housekeeping and maintenance departments to ensure timely room availability and optimal guest experience.
- Conducted regular staff evaluations, providing constructive feedback and identifying opportunities for professional growth.
- Implemented pre-arrival preparations such as assigning rooms based on specific requirements leading to seamless arrival experiences.
- Managed reservation inquiries over phone/email/web platforms effectively ensuring full capacity utilization.
Administration Clerk
Spearmint Rhino Consulting Worlwide
01.2013 - 02.2016
- Handled incoming phone calls and answered questions from callers.
- Established and maintained standard office procedures to achieve demanding targets.
- Reduced errors in data entry tasks through diligent attention to detail and thorough verification procedures.
- Supported administrators by efficiently managing daily scheduling, appointment setting, and calendar organization.
Front Desk Agent
Sheraton Ontario Airport Hotel
05.2008 - 09.2012
- Collected room deposits, fees, and payments.
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
- Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
- Resolved guest issues promptly, resulting in positive feedback and return visits.
- Check guest in and out in a timely manner
Education
High School Diploma -
Valley View High School
Ontario, CA08-2002
Skills
- Front office management
- Guest relation management
- Room assignment coordination
- Reservation management
Timeline
Front Office Manager
Sheraton Ontario Airport Hotel
03.2017 - Current
Administration Clerk
Spearmint Rhino Consulting Worlwide
01.2013 - 02.2016
Front Desk Agent
Sheraton Ontario Airport Hotel
05.2008 - 09.2012
High School Diploma -
Valley View High School
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