Surena Gutierrez
Mesa,AZ
Summary
Accomplished Front Office Manager and Director of Sales at La Quinta Inn & Suites, adept in operations management and customer relations. Excelled in enhancing guest experiences and achieving sales targets through strategic planning and effective team leadership. Skilled in Microsoft Office, multitasking, consistently driving growth and operational excellence.
Overview
3
3
years of professional experience
Work History
Front Office Manager
La Quinta Inn & Suites In
08.2023 - Current
- Monitored financial transactions at the front desk, ensuring accurate billing procedures and minimizing discrepancies.
- Created weekly schedules for front office staff members to ensure appropriate coverage during peak hours or high demand periods.
- Resolved guest complaints professionally, maintaining positive relationships with customers for future business opportunities & implementing successful corrective actions.
- Collaborated with housekeeping and maintenance departments to ensure timely room availability and optimal guest experience.
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
- Developed effective communication channels within the team to improve decision-making process and problem-solving abilities.
- Oversaw daily operations of front desk, ensuring all guest interactions were handled with high professionalism.
- Negotiated with vendors for office supplies, securing cost-effective deals that met our quality standards.
Director of Sales
La Quinta Inn & Suites In
01.2023 - Current
- Achieved regional sales targets through effective territory management and relationship building with key clients.
- Established strong partnerships with industry influencers to expand brand recognition and drive business growth.
- Expanded customer base by targeting untapped markets through innovative lead generation tactics and follow-up mechanisms.
- Connected with prospects local-area networking alongside Visit Mesa and Priceline.
- Built relationships with customers and community to establish long-term business growth.
- Managed accounts to retain existing relationships and grow share of business.
- Collaborated with upper management to implement continuous improvements and exceed team goals.
- Resolved problems with high-profile customers to maintain relationships and increase return customer base.
Front Desk Agent
La Quinta Inn & Suites In
03.2022 - Current
- 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.
- Took reservations over phone professionally, in person, and via computer for guests and provided confirmation information.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Utilized strong organizational skills to manage daily tasks efficiently while maintaining focus on delivering outstanding guest service experiences.
- Developed strong relationships with frequent guests for repeat business through personalized attention to their preferences.
- Monitored lobby area for cleanliness and comfort, ensuring positive first impression.
- Promoted hotel brand's loyalty program via social media, email and direct mail.
Education
Bachelor of Science - Criminal Justice
American InterContinental University
Chandler, AZ05.2026
Criminal Justice -
San Juan College
Farmington, NM05.2012
Skills
- Effective Multitasking
- Customer Service/Guest relations
- Microsoft Office Suite
- Operations/team Management
- Hospitality services
- Oral & writing communication
- Reservation, Staff, Schedule, Conflict & Database Management
- Effective Planning & decision making effectiveness
Timeline
Front Office Manager
La Quinta Inn & Suites In
08.2023 - Current
Director of Sales
La Quinta Inn & Suites In
01.2023 - Current
Front Desk Agent
La Quinta Inn & Suites In
03.2022 - Current
Bachelor of Science - Criminal Justice
American InterContinental University
Criminal Justice -
San Juan College
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