Supervisor
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Young, friendly, and polished Hotel Service Professional with front desk operational and supervisory experience along with solid working knowledge of reservation/payment systems in various environments. Dedicated to providing superior and courteous guest services and experience in front desk, kitchen services, and certain food & beverage operations. Upbeat personality skilled in managing reservations, customer inquiries, performing check-in/check-out procedures and payment processing.
Energetic and positive attitude to ensure customer satisfaction. Hands-on experience in mitigating guest disputes with prompt service and diplomatic communication. Spanish language skills, grew up in Puerto Rico.
Houston, TX • October 2024 – March 2025
● Supervisor at the front desk in a variety of day to day operations including check-in and check-out process. Used a variety of communication and property management systems for these tasks.
● Started implementation of a shift reports to pass along daily information for different departments at the end of each shift.
● Review standard operating practices throughout the day to day operations to ensure compliance.
● Prepared reports from billing, in-house, special requests, and met with upper management to improve front desk operations
● Introduce shift reports, manage customer cases, and enrollments of membership program.
Sea Island Cloister Sea Island, GA • May 2024 – September 2024
● Completed intensive three-month training on day-to-day operations and all the different roles of the Guest Service operations from Bellman to Concierge. Used a variety of operations platforms, including Opera, Resortsuite and Rideshare app for shuttle rides.
● Closed a backlog of folios and collected outstanding balances from previous years.
● Overnight work to prepare staff for next day’s operation, card registrations and planned activities. Coordinated rides with valet team to transport guests around the resort properties and amenities in a timely manner.
Front Desk Supervisor/Manager Bar Harbor, Maine • May 2023 – May 2024 Bar Harbor Regency Boyton Beach, Florida
Worked with hospitality group on full-time basis covering various functions with properties located in Bar Harbor, Maine (summer season) and Florida (Winter season). Gained supervisory experience with Front Desk, Room Management and Housekeeping Services. Acted as sole general/operations manager of 140+ room property catering to outdoor-oriented tourists (Acadia National Park).
● Developed strong understanding of Room Operations, Housekeeping Supervision, and reservation and payment systems (including through online travel sites). Oversight and compliance with internal hotel policies and procedures.
Supported guest services with recommendations, scheduling and reservations pertaining to a variety of outdoor activities (e.g., whale watching and hiking). Attended to special requests and dispute resolution.
● Acted as sole general/operations manager of hotel property catering to outdoor-oriented tourists (generally hiking in Acadia National Park). Performed all reservation, check-in, and check-out functions (including payment processing) and attended to guest requests. Supervision of small housekeeping staff and room inspection to ensure proper preparation and cleanliness of rooms, as well as guest compliance with hotel rules (e.g. no smoking).
Hotel Operations Training Program Lake Geneva, Wisconsin • Sept 2021 – April 2023 Geneva National Resort & Club
Operational training and experience with a range of areas within the overall management of hotel and resort operations, with particular focus on front desk and guest services, room management, housekeeping, and event planning. Received multiple shout-outs and performance recognition pertaining to room and special guest services. Developed a strong understanding of room operations, housekeeping supervision, and internal hotel systems. Specific working experience and achievements include:
● Performed and provided oversight of all front desk operations, including developing expertise with PMS and reservation systems and scheduling, check-in and check-out procedures, invoicing, and payment processes. Attended to guest requests and dispute resolution. Room management services including food and beverage inventory and stocking.
● Scheduling and oversight of housekeeping services and minibar stocking, including working directly with the scheduling of housekeeping services and maintenance of hotel quality standards. Worked closely with housekeeping staff to maintain an upbeat and efficient working environment.
● Planning, coordination, and performance of various tasks relating to Hotel Event Services, including Weddings, Corporate (golf) outings, annual Ice Castles and other winter events, and group dining events. Worked with golf retail operations, including sales, player scheduling, and related food services.
Fairfield Inn & Suites Wilmington, Delaware • June 2020 – Sept 2021 Hyatt Place Wilmington Riverfront
● Continued to gain experience in full array of front desk, reservations, and room management activities. Performed full check in/out tasks including use of hotel operating systems, advanced deposit and payment platforms as well as third party (e-commerce) travel services/providers. Performed night audits. Coordinated group and block reservations and rate packages. Attended to guest requests and dispute resolution.
● Directed and monitored housekeeping staff post check-out and with scheduled room cleaning procedures and rotations. Assisted in oversight and rulemaking concerning hotel facilities, particularly in light of pandemic related regulations. Trained new associates in standard practices of the hotel.
Fairfield Inn & Suites Delray Beach, Florida • May 2019 – Dec 2019
● Work while studying: Performed check-in/out procedures in timely and professional manner. Familiarity with reservation and booking systems. Courteous and friendly explanation of property layout and services. Maintained hotel brand integrity through rapid resolution of guest disputes as to room and rate issues. Provided exceptional customer service combining professionalism with hotel policies and effective personal and communication skills. Received superior reviews from Front Desk Manager.
The Westin Punta Cana Resort & Club Punta Cana, Dominican Republic • Summer 2018
● Training and work in several front office and F&B functions. Recognized by staff and guests for efficiency, speed, and care during check-in/out. Participated in room projections, block pricing and reservations. Managed bar inventory and stocking under supervision of F&B Manager. Rotation in kitchen, performed food prep and plated menu items. Set-up, serving and takedown of breakfast/lunch buffets for up to 1000 guests.
Auberge Haven – El Canario Hotel San Juan, Puerto Rico • Summer 2017
● Performed various front desk assignments with a chain of small boutique hotels in San Juan. Supported Front Deck operations and reservation systems. Processed online reservations including from online travel sites. Ensured room readiness and maintenance. Assisted guests with travel, transportation, and dining plans.
Master's Degree in the Hospitality Manager
