NATASHA FAJARDA
Brookline,MA
Summary
Results-driven Front Office Manager with 7+ years of hospitality experience, skilled in leading teams, enhancing guest satisfaction, and driving revenue growth. Known for balancing brand standards with a personal touch, fostering an environment where guests feel valued, and staff are motivated to excel. Thrives in high-volume, fast-paced settings, while maintaining exceptional service quality.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Front Office Manager
Marriott Residence Inn Back Bay/Fenway
Boston, MA
07.2022 - Current
- Lead daily front desk operations, staff training, and performance development.
- Mentor and develop team members, resulting in several internal promotions during tenure.
- Increased guest satisfaction scores by 5% and reduced complaints through enhanced service standards and proactive recovery efforts.
- Consistently exceed revenue targets via upselling, fee capture, and front office initiatives.
- Reduce labor and operational costs through efficient scheduling, cross-training, and vendor management, while maintaining service quality.
- Prepare and submit accurate month-end financial and audit reports.
- Safeguard brand reputation by ensuring compliance with brand standards, audit requirements, and quality assurance benchmarks.
Front Desk Supervisor
Marriott Residence Inn Back Bay/Fenway
Boston, MA
09.2019 - 07.2022
- Supervised front desk staff, ensuring smooth check-ins, accurate cashier transactions, and positive guest interactions.
- Trained front desk agents and night auditors to improve efficiency and service quality.
- Responded to guest feedback from satisfaction surveys and third-party review sites, addressing concerns and improving service standards.
- Assisted housekeeping with inspections to maintain brand standards and coordinated cross-department issue resolution.
Front Desk Agent
Marriott Residence Inn Back Bay/Fenway
Boston, MA
07.2018 - 09.2019
- Handled check-in, check-out, and reservations with accuracy.
- Resolved guest concerns promptly with personalized service and follow-through.
- Shared local knowledge and recommendations to enhance the guest experience.
Education
Bachelor of Science - Hotel, Restaurant & Service Management
NEWBURY COLLEGE
Brookline, MASkills
- Hotel Operations Management
- Front Office Leadership
- Guest Experience Excellence
- Service Recovery
- Staff Training and Development
- Employee Engagement
- Revenue Optimization
- Process Improvement
Certification
- TIPS
- CPR/AED & First Aid - Adult, Child, and Infant (Pediatric)
Languages
English
Native/ Bilingual
Tagalog
Native/ Bilingual
Spanish
Professional
Accomplishments
Recognized as a top-performing manager with multiple quarterly awards over the past three years for exceptional guest satisfaction results, operational excellence, and team leadership.
Professional Development
- Completed comprehensive hospitality management training in leadership, operations, and guest experience through corporate programs
- Ongoing leadership and operational training to maintain service excellence standards
Technical Skills
- PMS: FOSSE, MARSHA, GXP
- Workforce Management: Hotel Effectiveness, Workday, Otelier
- MS Office Suite (Excel, Word, Outlook)
Timeline
Front Office Manager
Marriott Residence Inn Back Bay/Fenway
07.2022 - Current
Front Desk Supervisor
Marriott Residence Inn Back Bay/Fenway
09.2019 - 07.2022
Front Desk Agent
Marriott Residence Inn Back Bay/Fenway
07.2018 - 09.2019
Bachelor of Science - Hotel, Restaurant & Service Management
NEWBURY COLLEGE