Rehab Rosa Mejia-Perez
Front Desk Manager
Orlando,FL
Summary
Skilled Front Desk Supervisor successful at solving a range of daily issues with an efficient and professional attitude. Demonstrated adapting to changing demands and learn new information quickly. Skilled in training and managing personnel and providing excellent shift coverage to meet guest needs. Problem-solving Front Desk Manager at busy hotel experienced in upselling and marketing property amenities. Multilingual and dedicated to boosting customer loyalty. Consistently recognized by management for performance excellence. Friendly and prompt Front Service Clerk with good skills using phone, computer and office equipment. Strong multitasking, communication and interpersonal skills. Unsurpassed mathematical skills and finesse handling front office operations. Energetic Front Desk Assistant with experience helping guests with check-in and travel tasks. Talented in planning outings for guests, providing needed resources and creating enjoyable visits. Driven Front Desk Agent highly skilled in managing reservations, telephone calls and customer inquiries. Poised and professional with total commitment to guest satisfaction. Well-versed in mitigating customer dissatisfaction with prompt service and diplomatic communication.
Overview
22
22
years of professional experience
Work History
Front Desk Manager
Developer Inn Downtown Orlando
Orlando, FL
10.2022 - Current
- Managed customer complaints and rectified issues to complete satisfaction.
- Monitored occupancy rates for each day as well as weekly and monthly trends to ensure maximum revenue was achieved.
- Managed tasks and responsibilities for front office employees when the team was understaffed.
- Developed systems for tracking customer preferences to improve customer satisfaction ratings.
- Created and optimized employee schedules for shift coverage.
- Promoted loyalty programs to encourage repeat business from customers.
- Evaluated individual and team business performance and identified opportunities for improvement.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Welcomed large volume of guests and improved overall customer service.
- Mediated conflicts between employees and facilitated effective resolutions to disputes.
- Managed guest check-in and check-out procedures, reservations and payments.
- Responded to guest reviews on TripAdvisor, Booking.com and other websites typically within 48 hours.
- Ensured the front desk area was clean and presentable at all times.
- Corrected guest issues promptly with knowledgeable and friendly service.
Front Desk Manager
Days Inn
Orlando, FL
03.2009 - 10.2022
- Managed guest check-in and check-out procedures, reservations and payments.
- Created marketing strategies to increase brand awareness within the local community.
- Managed reservations by answering calls, responding to emails and booking accommodations.
Supervisor of Receiving
Chamberlains Health Foods
Winter Park, Florida
01.2003 - 03.2009
- Created detailed reports on departmental productivity and cost savings initiatives.
- Completed or assisted with difficult or skilled tasks.
- Ensured that all items received were accurately counted, weighed and inspected for quality.
- Coordinated with vendors to resolve discrepancies between purchase orders and invoices.
- Checked customer orders, labeling and documentation prior to shipment to avoid delays.
- Implemented solutions such as barcode scanning systems to enhance accuracy in tracking shipments.
- Monitored and maintained accurate receiving records for all incoming shipments.
- Developed and implemented effective strategies to improve efficiency in the receiving process.
- Scheduled materials shipments and transportation for on-time delivery, reducing delays.
- Communicated with carrier representatives to follow specific procedures and make special delivery arrangements.
Education
Associate of Arts - Law
Miami Dade College
Miami, FLBusiness And Secretarial -
Lindsey Hopkins Technical School
Miami, FLSkills
- Registration processing
- Guest services oversight
- Transportation information
- Automated telephone systems
- Safety and security procedures
- Guest amenities
- Hotel reservation systems
- Cash control
- Hospitality services
- Guest check-in and check-out
- Rate changes
- Conflict and issue documentation
- Payment oversight
- VIP guest relations
- Room assignments
- Team building and supervision
- Sales expertise
- Oral and written communications
- Computer reservations systems
- Delegating work assignments
- Customer service expertise
- Reservations
- Customer service management
- Issue resolution
- File management
- Hospitality service expertise
- Shift scheduling
- Quality assurance
- Organization and recordkeeping
- Leadership qualities
Timeline
Front Desk Manager
Developer Inn Downtown Orlando
10.2022 - Current
Front Desk Manager
Days Inn
03.2009 - 10.2022
Supervisor of Receiving
Chamberlains Health Foods
01.2003 - 03.2009
Associate of Arts - Law
Miami Dade College
Business And Secretarial -
Lindsey Hopkins Technical School
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