MONICA MARTINEZ

• Supervised daily operations in a four-star luxury hotel, balancing guest satisfaction with safety and efficiency.
• Led emergency responses, including evacuations and security situations, maintaining calm and professional communication.
• Trained and mentored new staff to ensure consistent service standards and teamwork.
• Resolved escalated guest complaints with empathy, turning challenging situations into positive outcomes.
• Supported multiple departments simultaneously, demonstrating adaptability and multitasking.
• Increased online review ratings by promptly responding to guest feedback across various platforms, addressing concerns professionally and courteously.
• Generated weekly reports for the CEO in the director's absence.

Guest Experience Agent 02/2023 - 04/2024

• Delivered personalized guest service while managing high volumes of check-ins, calls, and concierge requests.
• Assisted in emergencies and coordinated with security teams to protect guest safety.
• Anticipated guest needs and built strong rapport with international and VIP guests.
• Collaborated across departments for seamless service delivery.

San Diego’s Gold Key Award Nominee for Guest Associate of the Year in recognition of outstanding performance.

• Represented client companies at high-profile medical, business, and entrepreneurship events, engaging directly with executives, professionals, and international attendees.
• Adapted responsibilities to each client’s needs, from guest registration and hospitality support to facilitating interactive brand activations.
• Built rapport quickly with diverse groups, ensuring guests felt welcomed, informed, and valued throughout their event experience.
• Maintained a professional and approachable presence while managing large crowds (over 2000 attendees per event) and fast-paced environments.

• Welcomed and assisted guests, handling reservations, payments, and concierge services.
• Coordinated transportation, dining, and guest activities while maintaining confidentiality for VIP clients.
• Supported housekeeping and front desk teams to provide smooth, guest-centered operations.

• Assist passengers during check-in and give accurate information to passenger concerns/questions
• Provided product and service information to customers and identified upselling opportunities to maintain and increase income streams.
• Resolved customer complaints by listening to grievances, determining causes and deciding best solution.
• Performs other duties, analyses, reports, and presentations as assigned