Mark “Soy" Barba

Delivered exceptional guest services, ensuring personalized experiences for extremely high-profile clientele. Trained and mentored junior staff on service protocols and luxury hospitality standards. Collaborated with management to enhance service offerings based on guest feedback and preferences. Implemented quality control measures, ensuring consistent delivery of luxury service across all departments. Developed innovative service strategies that improved operational efficiency and guest engagement. Followed protocol and company policies with confidentiality of the highest profile VIP guests.

5 star Luxury Services Front Desk, Butler Service, Main trainer for new hires, In Room Dining food order (private Ghost Kitchen), VIP Services. Assisting management with daily tasks and/or reports, Concierge. Hybrid type role for Crockfords.

Logging guest issues. Solving problems or forwarding them to Department Heads to assist. Handling Forbes shops, billing and internal shops. Responding to post stay Medallia Surveys. Answering phone calls to assist with future offers from previous stay issues as well as taking complaints. Rating all cases and closing in HOTSOS. Communicating through multiple methods of correspondence to ensure guest satisfaction. Looking up current in-house guests for service recoveries. Assisting management with special projects. Creating apology and thank you letters to respond to guests feedback.

Acts with integrity, honesty and knowledge that promote the culture, values. and mission at Target. Proactively engages with customers and responds effectively. Delivers a friendly and efficient cash wrap experience, processing customer transactions accurately and efficiently. Maintain a clean and organized work-space so that customers can locate products as needed. Maintains regular and punctual attendance. Delivers excellent customer service to all customers by acting with a customer comes first attitude and connecting with the customers.

Greeted and welcomed all hotel guests with a smile. Accommodated guests' requests. Reviewed account information and charges with guests during check-out. Resolved service-related problems in a timely manner. Verified that personal and payment information on guests accounts was accurate and complete. Delivered messages left for guests discreetly. Received multiple 100% shops by Forbes and Internal shops. Assisted Managers with reports/projects. Occupancy checks to help with Status/Housekeeping Teams. Selected by upper management to assist and help other departments including Group Desk, Guest Relations, VIP Services, Tower Suites Front Desk, Private Access Team and Pool.

Processed many check-ins, telephone calls and walk-in reservations. Accommodated guest's requests. Reviewed account information and charges during check-out. Verified that personal and payment on guest accounts was accurate and complete. Resolved service-related problems in a timely manner. Operated on LMS system. Night audit experience on graveyard. Worked in VIP Services check-in desk.

Worked as a Cashier, Men's Apparel, Men/Women/Kids Footwear. Extremely knowledgeable with Nike's products to ensure guest satisfaction with their purchases.