Sabrina Francheska Fleites Herrera
Hialeah
Summary
Professional with strong skills in customer service and administrative tasks. Known for effective communication, adaptability, and reliability in fast-paced environments. Capable of managing front desk operations, coordinating with team members, and delivering results that enhance guest experiences. Proven ability to handle multitasking, problem-solving, and maintaining welcoming atmosphere.
Overview
3
3
years of professional experience
Work History
Front Desk Agent
Mandarin Oriental Hotel Group
01.2025 - Current
- Collected room deposits, fees, and payments.
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
- Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
- Resolved guest issues promptly, resulting in positive feedback and return visits.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Developed strong relationships with frequent guests for repeat business through personalized attention to their preferences.
- Increased customer loyalty with exceptional communication skills and personalized service.
- Answered customer telephone calls promptly and appropriately handled needs.
- Enhanced guest satisfaction by efficiently managing check-in and check-out processes.
- Facilitated smooth guest experiences by coordinating with multiple departments across the property.
- Supported sales efforts through upselling rooms, amenities, or special packages when appropriate.
- Demonstrated adaptability during unexpected challenges such as system outages or emergency situations while maintaining composure under pressure.
- Updated guest profiles with preferences and requests for personalized service in future stays.
- Maintained high levels of guest privacy by securely managing personal information.
- Developed quick reference guide for local attractions and dining, enriching guest experience.
- Resolved guest complaints with effective problem-solving, improving overall guest experience.
- Ensured accurate billing and payment processing, reducing errors and guest disputes.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Developed and maintained positive relationships with guests for satisfaction.
- Promoted hotel brand's loyalty program via social media, email and direct mail.
Housekeeping Coordinator
Mandarin Oriental Hotel Group
12.2023 - Current
- Enhanced guest satisfaction by ensuring the timely completion of housekeeping tasks and maintaining high-quality standards.
- Implemented a successful inventory management system for cleaning supplies, reducing waste and saving costs.
- Streamlined communication between housekeeping staff and hotel management, resulting in improved efficiency and teamwork.
- Conducted regular room inspections to ensure adherence to cleanliness standards, resulting in higher guest satisfaction ratings.
- Trained and mentored all new colleagues to maximize quality of service and performance.
- Completed schedules, shift reports, and other business documentation.
- Collaborated with other departments to resolve guest issues promptly, fostering a seamless service experience for guests.
- Served as a liaison between the housekeeping department and front desk staff, facilitating clear communication regarding room statuses and guest requests.
- Maintained accurate records of maintenance requests and coordinated with the engineering department to ensure timely repairs or replacements when needed.
- Enhanced employee performance by providing constructive feedback during evaluations and implementing appropriate training as needed.
- Participated in budget planning for the housekeeping department, identifying opportunities for cost savings without compromising service quality.
- Improved overall efficiency of the housekeeping department by optimizing scheduling practices based on occupancy levels and staff availability.
- Evaluated employee performance and developed improvement plans.
- Investigated guest complaints and resolved issues to increase customer satisfaction and establish trust.
- Maintained required records of work hours, budgets and payrolls.
- Developed and implemented staff recognition programs to motivate and reward colleagues.
- Conducted regular audits of public spaces and staff work areas to maximize quality control.
- Coordinated with outside vendors to provide supplies and equipment for staff.
Housekeeping Dispatcher
Marriott
04.2022 - 12.2023
- Streamlined communication between departments for better guest services and timely issue resolution.
- Managed work schedules and task assignments for housekeeping personnel, ensuring optimal coverage and productivity.
- Implemented inventory management practices to maintain adequate supplies for daily operations while reducing waste.
- Maintained accurate records of completed tasks and room statuses, resulting in a well-organized workflow.
- Implemented new processes to track lost-and-found items more effectively, resulting in more efficient returns to guests.
- Answered phone calls and responded to customer emails.
- Utilized dispatch software to enter customer orders, deliveries and receipts.
Education
GED -
Aristides Viera
Havana, CUBA07-2016
Skills
- Proactive
- Hardworking
- Team leadership development
- Cultivate positive atmosphere, team building
- Problem solving
- Customer focus
- Organizational skills
- Listening skills
- Microsoft Outlook
- Excel
- POS systems
- Strategic planning
Fan of the Quarter
Award provided by Mandarin Oriental Hotel Group for developing myself with two strong positions and my recognition of Housekeeping Assistant Manager in training.
Languages
Spanish
Native or Bilingual
English
Full Professional
French
Elementary
Timeline
Front Desk Agent
Mandarin Oriental Hotel Group
01.2025 - Current
Housekeeping Coordinator
Mandarin Oriental Hotel Group
12.2023 - Current
Housekeeping Dispatcher
Marriott
04.2022 - 12.2023
GED -
Aristides Viera
Similar Profiles
MANDEEP MALLICKMANDEEP MALLICK
Multi Outlet Assistant Manager at Mandarin Oriental Hotel GroupMulti Outlet Assistant Manager at Mandarin Oriental Hotel Group
Lyonel DesamourLyonel Desamour
Security and Safety Supervisor at Mandarin Oriental Hotel GroupSecurity and Safety Supervisor at Mandarin Oriental Hotel Group
Michael RomeiMichael Romei
Chef Concierge at Mandarin Oriental Hotel GroupChef Concierge at Mandarin Oriental Hotel Group