Patricia Marenco
Miami,FL
Summary
Hospitality and clerical professional with over 15 years of experience. Expertise in hotel operations management.Proven performer who has successfully implemented and managed customer-focused marketing strategies. Creative, collaborative, and results-oriented.
Overview
19
19
years of professional experience
Work History
Front Desk Supervisor
Intercontinental West Miami
12.2005 - 08.2007
- Performed concierge services for guests as needed.
- Planned coverage needs and organized services to support incoming special events.
- Provided guests with above-and-beyond service, including making outside venue reservations and setting up tours.
- Updated customer accounts with add-on room charges, including minibar use and room service bills.
- Maintained transaction security checking payment cards against identification.
- Oversaw all front desk operations with eye for hotel reputation, staff productivity and operational efficiency.
- Greeted and welcomed new members, establishing and updating memberships to Intercontinental Hotel Priority club programs.
- Coordinated with room service, housekeeping, maintenance and security to meet all guest needs.
- Entered customer data using Opera hotel system software and updated information whenever patrons changed rooms.
- Explained details regarding property, including restaurants, pool area, spa and fitness center to acclimate patrons to resort environment.
- Answered multi-line phone system, responded to inquiries and transferred calls to correct departments and personnel.
- Checked guests in out of hotel, made reservations and processed payments.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Resolved issues in timely and professional manner with knowledgeable and friendly service.
Assistant Front Office Manager
Regency Hotel Management
08.2007 - 08.2019
- Enhanced revenue and gross profits by eliminating waste and maximizing customer satisfaction.
- Implemented new training programs for administrative personnel on office operations and latest technologies.
- Recommended strong business plans, operational decisions and financial processes to support business sustainability.
- Kept physical files and digitized records organized for easy updating and retrieval by authorized team members.
- Encouraged and mentored employees to boost performance and remove process inefficiencies.
- Protected staff and customers and minimized legal issues by quickly resolving safety issues.
- Served as floating manager-on-duty, MOD, to cover shift shortage.
- Supervised payroll corrections for accuracy and duplications.
- Interacted with customers professionally by phone, email or in-person to provide information and direct to desired staff members.
- Reduced customer issues by 75 % with introduction of surveys and questionnaires.
- Trained new-hires on FrontDesk/Guest relations/Reservations procedures to better service customers.
- Completed monthly and quarterly Reviews online Platforms reports for senior management.
- Delivered expert clerical support to internal staff and management by efficiently handling wide range of routine and special requirements.
- Addressed and corrected issues by providing exceptional support and working with Administrative staff to handle advanced concerns.
Front Desk Associate
Bestwestern Premier
08.2019 - 01.2020
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
- Contacted housekeeping staff and maintenance department to resolve issues with guest rooms.
- Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.
- Delivered above-and-beyond service to guests by making outside venue reservations and setting up tours.
- Updated customer accounts with add-on room charges, minibar use and room service bills.
- Answered guest questions and referred to local points of interest.
- Liaised with housekeeping and maintenance staff to address requests and complaints made by guests.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Maintained cleanliness and organization of front desk area.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Used quick response and dynamic service skills to build relationships with patrons and improve customer retention rate.
- Used internal software to process reservations, check-ins and check-outs.
- Designed employee work schedules to address complete operational needs.
- Stored guest valuables in safe and individual boxes for security.
- Collected room deposits, fees and payments.
- Planned coverage needs and organized services to support incoming special events.
- Introduced customers to resort amenities with pleasant and helpful demeanor.
- Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
- Kept accounts in balance and ran daily reports to verify totals.
- Retrieved mail, packages and documents on behalf of guests, promptly verifying receipt and arranging for pickup or transmittal.
- Collaborated with team members to handle guest requirements from check-in through check-out.
- Confirmed important personal and payment information for compliance with security and payment card industry standards.
- Entered and updated sensitive customer information during check-ins and room changes.
- Asked customers questions to meet special requests.
- Took reservations over phone, in person and via computer for guests and provided confirmation information.
- Politely welcomed arriving guests, providing room keys and information on amenities and policies.
- Responded swiftly to room requests and other inquiries made via establishment website, email or phone.
- Maintained transaction security by verifying payment cards against identification.
OPS Staff Assistant
Elder Affairs State Of Florida
9495 Sunset Drive Suite 100
08.2022 - Current
- Maintained professional front desk, handled incoming calls and delivered exceptional service to every guest.
- Boosted productivity by keeping office records current, well-organized and efficiently accessible for various needs.
- Provided clerical support, addressing routine, and special requirements.
- Upheld strict visitor security protocols for Type office, effectively protecting assets and personnel from unauthorized visitors.
Education
Hospitality & Tourism Management - Hospitality Administration And Management
Florida Atlantic University
Boca Raton, FL04.2020
Front Office Achievement Award - Hospitality
Greater Miami And Beaches Hotel Association
Miami, FL04.2018
Certificate Of Outstanding Customer Service - Hospitality
Greater Miami And Beaches Hotel Association
Miami, FL05.2013
High School Diploma -
Cornerstone christian Correspondent
Townsend, GA08.2005
General Clerk/Microsoft Trainee I & II - Administrative
The English Center
Miami, FL08.2001
Certifícate - Government Policy Introduction
Alison /CPD Certified
Online05.2023
Certification - Eldery Care And Caring For The Disabled
Alison/CPD Certification
Online 01.2023
Certification - Managing Health And Safety in Healthcare
Alison/ CPD Certified
Online01.2023
Skills
- Team player
- Problem solver
- Self starter
- File management
- VIP guest relations
- Word processing
- Cash control
- Safety and security
- System updates
- Rate changes
- Check-in and check-out procedures
- Cash handling
- Team leadership
- Social perceptiveness
- Decision-making abilities
- Complaint management
- Problem-solving skills
- Time management
- Training and development
- Strategic sales knowledge
- Employee relations
- Credit card processing
- Multi-line phone talent
- Training development aptitude
- Client relations strength
- CallSelect communication systems
- People-oriented
- Positive and friendly
- Motivated team player
- Computer literate
- Opera /Virtual Matrix software(Hotel System)(Micros)Food &Beverage hotel system
- Microsoft word,Excel and powerpoint proficiency
- Report generation
- Strong verbal communication
- Self-motivated
- Creative lesson planning
- Payments posting
- Statistical and operational analysis
- Issue resolution
- Revenue generation and management
- Networking
- Training and development
- Radio etiquette
- Service-oriented
- Inventory and supply
- Decision-making
- Property management
- Team building
- Courteous
- Lost and found procedures
- Food and beverage services
- Public speaking
- Detail oriented
- Five-star hotel experience
- Employee interaction
- Guest satisfaction specialist
- Skilled negotiator
- Leadership
- Maintenance reports
- Natural leader
- Supply ordering
- Risk management
- Schedule and calendar management
- Data Entry
- Clerical Support
- Staff Development
- Staff Assistance
- Advanced Excel Spreadsheet Functions
- Administrative Duties
- Document Control
- HIPAA Guidelines
- Status Updates
- Document Coordination
- Error Resolution
- Email Software
- Information Updates
- Customer Inquiries
- Medical Records Filing
Timeline
OPS Staff Assistant
Elder Affairs State Of Florida
08.2022 - Current
Front Desk Associate
Bestwestern Premier
08.2019 - 01.2020
Assistant Front Office Manager
Regency Hotel Management
08.2007 - 08.2019
Front Desk Supervisor
Intercontinental West Miami
12.2005 - 08.2007
Hospitality & Tourism Management - Hospitality Administration And Management
Florida Atlantic University
Front Office Achievement Award - Hospitality
Greater Miami And Beaches Hotel Association
Certificate Of Outstanding Customer Service - Hospitality
Greater Miami And Beaches Hotel Association
High School Diploma -
Cornerstone christian Correspondent
General Clerk/Microsoft Trainee I & II - Administrative
The English Center
Certifícate - Government Policy Introduction
Alison /CPD Certified
Certification - Eldery Care And Caring For The Disabled
Alison/CPD Certification
Certification - Managing Health And Safety in Healthcare
Alison/ CPD Certified