Stephanie Martinez
San Marcos
Summary
Customer focused professional with over 6 years of experience in front office operations, customer relations, documentation compliance, and high occupancy environments. Proven ability to process applications and contracts, maintain accurate and audit ready files, conduct tours, resolve concerns, and collaborate cross functionally to support daily operations. Experienced in property management systems, compliance driven documentation, and delivering exceptional service aligned with organizational standards. Strong commitment to resident satisfaction, retention, and community excellence.
Overview
10
10
years of professional experience
Work History
Chrysler Dodge Jeep Ram
San Marcos CDJR
San Marcos
01.2024 - 10.2025
- Serve as a primary point of contact for customers, from initial inquiry through post sale follow up, delivering a high level of customer service comparable to resident relations in a housing community.
- Process and finalize customer applications and contractual paperwork, ensuring all documentation is complete, accurate, and compliant with internal policies and regulatory requirements.
- Maintain detailed, organized customer files, reducing missing or delayed documentation by 30%, and supporting audit readiness.
- Conduct follow up calls within 24–48 hours to address concerns, reinforce satisfaction, and support customer retention.
- Resolve customer concerns professionally and proactively, contributing to a 15% increase in positive satisfaction scores.
- Collaborate with sales, finance, and service teams to ensure smooth daily operations, and a seamless customer experience.
- Utilize multiple software systems to document customer interactions, manage files, and track follow-up activity.
Front Office Manager
Courtyard by Marriott
New Braunfels
08.2021 - 08.2024
- Managed front office operations in a high-occupancy environment, ensuring smooth check-in/check-out processes, positive first impressions, and consistent customer satisfaction.
- Greeted guests and prospective clients, answered inquiries, conducted property and meeting space tours, and professionally presented amenities using feature/benefit selling techniques.
- Maintained accurate records, reports, contracts, and documentation in compliance with brand standards and audit requirements.
- Handled guest concerns and service recovery professionally, supporting high satisfaction scores, repeat occupancy, and client retention.
- Coordinated daily with housekeeping, maintenance, sales, and operations teams to ensure unit readiness, cleanliness, and successful execution of group meetings and events.
- Supported hotel sales by assisting with the leasing of meeting and event spaces for corporate clients, including group contracts, room blocks, billing accuracy, and follow-up.
- Utilized property management systems (FOSSE, MARSHA) to manage reservations, inventory, billing, and reporting.
- Supervised, trained, and scheduled front desk staff to maintain customer service standards, and operational consistency.
Front Office Manager
Fairfield Inn & Suites by Marriot
San Marcos
02.2016 - 10.2019
- Oversaw front desk operations while maintaining high occupancy levels, and ensuring compliance with brand, safety, and operational standards.
- Maintained detailed records, daily reports, and documentation to support audits and management review.
- Addressed guest concerns promptly and professionally, supporting guest satisfaction, and long-term loyalty.
- Coordinated with housekeeping and maintenance teams to ensure room readiness and cleanliness standards.
- Assisted with administrative tasks, including scheduling, reporting, and compliance documentation.
- Cross Property Support (Katy, TX): Selected by regional leadership to spearhead a 30-day turnaround project to prepare the site for a financial audit. Successfully reconciled guest ledgers, cleared high delinquency, and standardized the accounts payable workflow to ensure timely vendor payments, and inventory restocking.
Education
Hospitality Administration And Management
Texas Hotel & Lodging Association
Houston, TX01-2023
Skills
- Customer Service & Guest Relations
- Site Tours & Space Presentations
- Service Recovery & Conflict Resolution
- Financial Oversight & Ledger Reconciliation
- Property Management Systems (PMS)
- Administrative Compliance & Audit Readiness
- Cross-Departmental Operations
- Client Relationship Management (CRM)
Languages
Spanish
Native/ Bilingual
References
References available upon request.
Timeline
Chrysler Dodge Jeep Ram
San Marcos CDJR
01.2024 - 10.2025
Front Office Manager
Courtyard by Marriott
08.2021 - 08.2024
Front Office Manager
Fairfield Inn & Suites by Marriot
02.2016 - 10.2019
Hospitality Administration And Management
Texas Hotel & Lodging Association