Samuel Reynoso
Phoenix,USA
Summary
Dedicated and ambitious professional with a strong commitment to personal growth and a relentless drive to enhance company performance. Thrives in high-pressure situations, constantly seeks opportunities to learn and adapt in dynamic environments. Brings valuable skills acquired through experience in the luxury brand hotel industry.
Overview
5
5
years of professional experience
Work History
Assistant Front Office Manager
Four Seasons Resort Scottsdale At Troon North
Scottsdale, AZ - Forbes 4 Star Property
06.2024 - Current
- Serves as floating manager-on-duty, MOD, to cover shift shortage
- Coach employees through day-to-day work and complex problems
- Supervise payroll corrections for accuracy and duplications
- Create Schedule for the Front Office Team based on weekly Labor Standards
- Monitor and oversee operations & Guest related needs
- Develope procedures to establish accurate and organized check-in and check-out processes
- Set priorities and problem-solved workflow issues to maintain rapport with customers and managers
- Reconcile end-of-day reports to determine accurate billing and payment processing
- Monitor guest messages, hotsos and queue to ensure guests are responded to in a quick manner
- Balance oversold room types and adjust inventory accordingly
ASSISTANT FRONT OFFICE MANAGER
Racho Valencia Resort & Spa
Rancho Santa Fe, CA - Forbes 5 Star Property
06.2023 - 06.2024
- Served as floating manager on duty, MOD, to cover shift shortage
- Coached and train Forbes 5-star standards
- Work closely with and assist VIPS and Celebrities on property
- Supervised payroll corrections for accuracy and duplications
- Created VIP Resumes and Daily Reports for the resort
- CreatedSchedule for the Front Office Team
- Monitored and oversee operations & Guest related needs
- Set priorities and problem-solved workflow issues to maintain rapport with customers and managers
- Assigned amenities and traces for next day arrivals
- Reconciled end-of-day reports to determine accurate billing and payment processing
- Monitored Opera and Alice to ensure guests are responded to in a quick manner
- Balanced oversold room types and adjust inventory accordingly
FRONT OFFICE SUPERVISOR
Royal Palms Resort & Spa
Phoenix, AZ- Forbes Recommended
02.2022 - 05.2023
- Check room inventory/availability for upgrades and communicate upsell goals to the front desk
- Compile pre-shift for front desk including events, groups, happenings, billing, etc
- Complete unfinished items from previous shift
- Handle and resolve guest related issues in a quick and appropriate manner
- Double check arrivals for important information and preassign rooms accordingly, double check for VIP cards and amenities
- Monitor zingle, hotsos and queue to ensure guests are responded to in a quick manner
- Balance oversold room types and adjust inventory accordingly
- Double check and close open folios
- Ensure deposits have been pulled for arrivals
- Compile pre-arrivals and guest requests for the next days arrivals
- Create daily amenity tracker for the next days VIP's
- Monitor and coach front desk agents on their verbiage and guest connection, upsells, enrollments, etc
- Acting manager on duty for PM Shift overseeing, front desk, housekeeping, guest services, and valet team
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities
FRONT DESK AGENT
Royal Palms Resort
Phoenix, AZ - Forbes Recommended
04.2021 - 01.2022
- Communicate with, greet, and Check-in/Check-out over 50 in house or local guests during work hours while utilizing excellent interpersonal skills
- Escort guests to their rooms and other outlets on property, assist guests via phone call and the Zingle text message platform regarding questions, concerns, requests
- Take orders for in-room dining, provide concierge and transportation services for the guest
- Introduced customers to resort amenities with pleasant and helpful demeanor
- Ensure guest satisfaction for local guests, non/members of World of Hyatt - Discoverists, Explorists, Globalist, and American Express Fine Hotel and Resort guests
- Find and address customers needs in a polite and professional manner
- Effectively resolve guest related issues in a quick fashion
- Trained new staff members in customer service techniques and hotel operations
- Liaised with housekeeping and maintenance staff to address requests and complaints made by guests
HOTEL SERVICES REP
Hyatt Regency OC
Garden Grove, CA
02.2020 - 03.2021
- Hotel Security
- Monitoring CCTV surveillance cameras
- Responding to emergency related issues with guests
- Patrolling the perimeter of the hotel
- Handle guest evictions for the hotel
- Document Incident Reports that occur on hotel property
- PBX Operator
- Respond and deliver guest requested items to the room
- Provide guest with luggage assistance upon request
- Process and log lost and found items from the hotel
- Check employees keys and radios in and out of the system
Education
Some College (No Degree) - Business, Psychology, Sociology
California State University - Fullerton
Fullerton, CAHigh School Diploma -
Brea Olinda High School
Brea, CA06.2014
Skills
- Sales
- Excellent communication
- Excellent time management
- Exceptional Customer Service
- Staff Supervision
- Analytical
- Observational
- Billing and Invoicing
Accomplishments
- Coached and assisted in achieving the number one Hyatt Hotel in upsell conversion rate for our region in 2021 & 2022
- Coached and mentored new hospitality agent to become a Front Office Supervisor & now Assistant Front Office Manager at another Hyatt property
Timeline
Assistant Front Office Manager
Four Seasons Resort Scottsdale At Troon North
06.2024 - Current
ASSISTANT FRONT OFFICE MANAGER
Racho Valencia Resort & Spa
06.2023 - 06.2024
FRONT OFFICE SUPERVISOR
Royal Palms Resort & Spa
02.2022 - 05.2023
FRONT DESK AGENT
Royal Palms Resort
04.2021 - 01.2022
HOTEL SERVICES REP
Hyatt Regency OC
02.2020 - 03.2021
Some College (No Degree) - Business, Psychology, Sociology
California State University - Fullerton
High School Diploma -
Brea Olinda High School