SAMANTHA SANCHEZ
Hialeah Gardens,FL
Summary
Passionate Guest Services Specialist skilled in managing reservations, telephone calls and customer inquiries. Positive and professional with total commitment to guest satisfaction. Easily adaptable to high-pressure, dynamic situations. Ambitious in growing in the Hospitality Management industry.
Overview
5
5
years of professional experience
Work History
Guest Services Associate
Miami Lakes Hotel On Main
03.2023 - Current
- Enhanced guest satisfaction by promptly addressing inquiries and offering personalized recommendations.
- Streamlined check-in and check-out processes for increased efficiency and positive guest experiences.
- Resolved guest complaints with professionalism, resulting in improved customer relations and repeat business.
- Assisted guests with special requests to ensure a memorable stay and exceptional service.
- Trained new staff on correct procedures, compliance requirements, and performance strategies.
- Utilized problem-solving skills when faced with unexpected situations; provided effective solutions that upheld the hotel''s reputation.
Rooms Controller
Courtyard By Marriott Miami Airport South
10.2022 - 03.2023
- Acted as a liaison between front desk and event specialist department
- Maintained contact with contracted companies and relayed proper communication to different departments
- Created and adjusted reservations for pilots, flight attendants, cruise line members and other groups
- Arranged guest transportation to airport and cruise port terminals frequently
- Blocked rooms based on guest requests and contracted specifications for groups
- Created special amenities for brand members and VIP guests occasionally
Guest Experience Specialist
Courtyard By Marriott Miami Airport South
12.2021 - 10.2022
- Handled checking-in and checking-out approximately 80-150 guests while maintaining and providing professional customer service
- Ensured guest needs were responded to in a timely and efficient manner
- Offered assistance to the individual needs and requests of all guests
- Collected payments and accurately managed cash drawer and credit card system
- Accommodated guests during stay in an attentive and friendly manner daily
- Operated phone system in a fast paced environment and assisted guests with his/her needs
- Provided information regarding services and facilities of the property and nearby attractions
Front Desk Clerk
Miami Institute for Joint Reconstruction
01.2019 - 03.2020
- Informed all patients of insurance benefits and copayments daily
- Organized patient charts, documents and front desk office area
- Contacted patients regarding appointments, procedures, schedules and follow-ups daily
- Verified insurance benefits occasionally , reviewed and updated patient charts monthly
- Reviewed and corrected documentation upon initial patient visit
- Submitted patient evaluations to physician upon completion
- Collaborated with coworkers and physical therapists to provide the best service to patients throughout the day
- Trained coworkers on the tasks, goals and skills needed to operate the clinic smoothly on a regular basis
- Scheduled upcoming appointments and assisted patients throughout visits on a daily basis
- Accommodated and interacted with patients to meet his/her needs
Education
Bachelor of Science Degree - Hospitality Management, Hotel/Lodging
Florida International University, Chaplin School of Hospitality & Tourism Management
Miami, FL08.2023
Associate of Arts Degree - Criminal Justice
Miami-Dade College
Miami, FL07.2021
Skills
- Software Knowledge- Opera Cloud, FOSSE and Microsoft Office (Word, Powerpoint, Excel and Outlook)
- Writing and Verbal Communication
- Team Motivation
- Guest Engagement and Assistance
- Training and Mentoring
- Information Confidentiality
- Team Building and Supervision
- Hospitality Services
Accomplishments
Courtyard by Marriott Associate of the Month (December 2022)
Languages
English
Spanish
Timeline
Guest Services Associate
Miami Lakes Hotel On Main
03.2023 - Current
Rooms Controller
Courtyard By Marriott Miami Airport South
10.2022 - 03.2023
Guest Experience Specialist
Courtyard By Marriott Miami Airport South
12.2021 - 10.2022
Front Desk Clerk
Miami Institute for Joint Reconstruction
01.2019 - 03.2020
Bachelor of Science Degree - Hospitality Management, Hotel/Lodging
Florida International University, Chaplin School of Hospitality & Tourism Management
Associate of Arts Degree - Criminal Justice
Miami-Dade College
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