ZSÓFIA HETTLINGER
Key West
Summary
Dynamic hospitality professional adept at front office operations and guest service excellence. Experience includes managing high-volume arrivals, financial auditing, and multilingual communications, all while achieving top performance in upselling and maintaining high guest satisfaction across varied luxury and resort environments.
Overview
8
8
years of professional experience
Work History
Guest Service Agent
Highgate – Fairfield by Marriott at The Keys Collection
Key West
08.2025 - Current
- Delivered high-volume front office operations at Marriott-branded resort hotel with 60+ daily arrivals; managed check-in/check-out, room assignments, folio adjustments, and guest recovery to enhance guest satisfaction.
- Consistently among the top upsell performers on the team, generating ~$3,000/month in incremental revenue
- Operated across Fosse, GXP, and Synergy while upholding Marriott brand standards; coordinated daily with hotel departments to ensure seamless and memorable guest experiences.
Front Desk Agent
Anna Grand Hotel
Balatonfüred
09.2024 - 07.2025
- Managed all aspects of front desk operations at a 105-room, 5-star luxury hotel on Lake Balaton, including reservations, arrivals, departures, and personalized guest communications/amenities while actively partaking in high volume and standard events.
- Acted as the primary point of contact for international guests, directly supporting the hotel's multilingual service standard and high guest satisfaction ratings.
- Executed daily HostWare PMS operations; coordinated with other departments to consistently deliver professional Hotelstars Union standards.
Night Auditor
Anna Grand Hotel
Balatonfüred
07.2022 - 09.2024
- Executed nightly financial audits and operational close-out reporting, serving as sole overnight contact for guest assistance and property security.
- Ensured financial accuracy during end-of-day reconciliation cycles over 2 years, facilitating seamless property handover and reporting for day-shift management.
- Managed nightly audits of financial transactions and hotel operations.
- Reconciled cash drawers and prepared daily financial reports.
- Assisted guests with check-ins, check-outs, and inquiries.
Various Hospitality Roles (Reception, Salesperson, Server, Bartender)
Hotel Sopron · Hotel Patonai · Anna Tourist
Hungary
01.2018 - 01.2022
- Built foundational hospitality and sales expertise across multiple Hungarian properties during 4 years of early-career hospitality work and internships, operating in Hungarian, English, and German-language environments.
Education
B.Sc - Tourism & Catering
University of Pannonia
Veszprém, Hungary01-2025
Skills
- Marriott Brand
- AAA
- LQA
- GXP
- Medallia
- Synergy
- HostWare
- BSA
- Fosse
- Hotelstars Union
Personal Information
Nationality: Hungarian
Sponsorship
H-2B Sponsorship (available 10/01/26)
Languages
Hungarian
Native/ Bilingual
German
Native/ Bilingual
English
Native/ Bilingual
Timeline
Guest Service Agent
Highgate – Fairfield by Marriott at The Keys Collection
08.2025 - Current
Front Desk Agent
Anna Grand Hotel
09.2024 - 07.2025
Night Auditor
Anna Grand Hotel
07.2022 - 09.2024
Various Hospitality Roles (Reception, Salesperson, Server, Bartender)
Hotel Sopron · Hotel Patonai · Anna Tourist
01.2018 - 01.2022
B.Sc - Tourism & Catering
University of Pannonia