Monica Martinez
San Diego,United States
Summary
Seeking a part time position that offers professional challenges utilizing organizational skills, excellent time management and problem-solving skills. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willing to learn new things and to take on added responsibilities to meet team goals.
Overview
4
4
years of professional experience
Work History
Guest Experience Agent
The Westgate Hotel
02.2023 - Current
- Assisted in training new team members, resulting in a more cohesive and efficient workforce.
- Enhanced guest satisfaction by promptly addressing concerns and providing personalized solutions.
- Streamlined check-in process for improved efficiency and reduced wait times for guests.
- Maintained a clean and welcoming lobby, contributing to positive first impressions from guests.
- Collaborated with housekeeping staff to ensure timely room turnovers and high-quality cleanliness standards.
- Resolved guest complaints efficiently, minimizing negative impact on overall experience.
- Provided knowledgeable recommendations for local attractions, enhancing guests'' enjoyment of their stay.
- Processed financial transactions accurately, maintaining strict attention to detail in handling billing matters.
- Improved upselling techniques through ongoing training sessions, resulting in higher revenue generation for the property.
- Anticipate sold-out situations and obtain satisfactory alternative accommodations when the property cannot accommodate guests with reservations.
- Process all check in and check-outs including resolving any late and disputed charges.
- Run daily reports, identify any special requests, and check reports for accuracy.
Brand Ambassador (Freelance)
Kinetic Events
09.2022 - Current
- Assisted during genomics forum of Science professionals including President Barack Obama and Bill Gates as guest speaker.
- Representing brand positively in multitude of settings
- Increased brand awareness through event marketing, demonstrations, and brand promotion.
- Executed brand activations to standards and with professionalism
- Exceeded client expectations through timely event set-up, professional demeanor, and proactive problem-solving skills.
- Drove customer engagement by creating interactive activities.
- Managed over 300 clients per event
Specimen Accessioner (contract)
LabCorp
01.2022 - 09.2022
- Improved specimen processing efficiency by accurately labeling and organizing samples.
- Data entry of patient information into computer system for tracking purposes
- Ensured accurate test results by meticulously verifying patient information and test orders.
- Prepared samples for analysis by performing sample preparation tasks.
- Maintained a clean and organized work environment, adhering to safety protocols and standards.
- Mitigated potential errors by double-checking data entry, minimizing instances of incorrect test order submission or mislabeled specimens.
Guest Service Associate
The Brown Hotel
02.2020 - 02.2021
- Greeted guests upon arrival, offered assistance and answered questions to build rapport and retention.
- Anticipated guests' service needs by asking questions to better understand needs and listening to guest preferences.
- Ran reports detailing daily guest numbers, accounting expenses and income and room service usage.
- Identified and explained room and property amenities to guests, supplying guests with information regarding hours of operation and maps to assist guests in finding way around property.
- Acted as resource to guests by making restaurant reservations on guests' behalf and arranging car services.
- Took reservations over phone and through email, recording guest information in computer system and verifying details.
- Worked closely with guests, some VIP or celebrity, with high degree of respect for privacy.
- Maintained guests' records/information confidential at all times
- Collected room deposits, fees and payment via cash and card
- Handled more than 80 calls every day.
Education
Bachelor of Science - International Travel And Tourism Management
Lyceum of The Philippines University
Intramuros, Manila05.2019
Skills
- Complaint Handling
- Exceptional Communication
- Reservation Management
- Data Entry Proficiency
- Interpersonal skills
- Travel Coordination
- Administrative Support
- Mail Handling
- Clerical Support
- Scheduling
- Meeting Planning
- File Maintenance
- Event Preparation
- Billing
- Presentation Preparation
- Social Media Knowledge
- Language Fluency: English & Filipino
Timeline
Guest Experience Agent
The Westgate Hotel
02.2023 - Current
Brand Ambassador (Freelance)
Kinetic Events
09.2022 - Current
Specimen Accessioner (contract)
LabCorp
01.2022 - 09.2022
Guest Service Associate
The Brown Hotel
02.2020 - 02.2021
Bachelor of Science - International Travel And Tourism Management
Lyceum of The Philippines University
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