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Manager Customer Service

Philadelphia, Pennsylvania, United States
January 10, 2018

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Hazel Montenegro

*** *. **** ****** **** **, Philadelphia, PA 19139



Collingswood High School Graduate 1997- 2001

Camden County Community College 09/2001- 11/2003

Courses Related to Business Management

Technical Skills

Hotel PMS: Opera, Kronos, Profit Manager, Dollars On The Net, Fidelio, Fosse

Word Processing: Microsoft Word, Excel, Outlook


Aramark: Steinberg Conference Center- 11/30/2015- 7/27/2017

Executive Education at Wharton, University of Pennsylvania

Philadelphia, PA

Housekeeping Manager/Guest Services:

Thoroughly inspect cleanliness to a high standard for guest rooms, offices, classrooms, and public spaces. Maintain a positive relationship with the client, participants and associates. Assist the Housekeeping Director with hiring, training, motivating, recognizing exemplary work behavior. Coach and develop housekeepers, housemen, and laundry attendants through implementation of training plans. Update schedules for maximum productivity. Review and approve payroll through Kronos. Maintain and monitor "Lost and Found" procedures and policies according to standards. Assist with front desk coverage and MOD shifts. Assist managing the maintenance staff as well as identify, report and follow up with maintenance building issues. Assist with monthly inventory and budgeting. Work with the union guidelines when disciplinary actions are needed. Keep a record of human resources related files for each employee.

Radisson Blu Warwick Hotel 3/2011- 9/2015

Rittenhouse Square, Philadelphia, PA

Front Office Shift Leader:

Assisted in all tasks in absence and in coordination with the Front Office Manager. Train and supervise employees on AM shift. Act as main point of contact for initial, escalated guest issues. Coordinated with Sales and Reservations with group arrivals and VIP arrivals.

RMS (Receivable Management Services Corporation) 10/2010- 3/2011

Bethlehem, PA

Chargeback Specialist for

Investigate and respond back on a timely basis to merchant services disputes regarding chargebacks for web sales on and with supporting documents such as proof of purchase and copies of invoices to ensure there are no inaccurate deductions taken out from merchants.

Comfort Suites Hotel 02/2010- 10/2010

Bethlehem, PA

Guest Services Agent/Auditor:

Bookkeeping of the daily guest ledger/revenue of the hotel and restaurant to verify and balance entries on spreadsheets/database. Maintain an inventory of vacancies, cashier, reservations and room assignments, register arriving guests and assign rooms, answer inquiries regarding hotel services and registration by letter, by telephone and in person, provide information about services available in the community and respond to guest complaints, compile and check daily record sheets, guest accounts, receipts and vouchers using computerized or manual systems

Radisson Blu Warwick Hotel 3/2005- 1/2010

Rittenhouse Square, Philadelphia, PA

Guest Service Agent:

Serves as the main point of contact for all guests and departments, provides exceptional customer service, concierge, PBX operator, prepares cash deposits, credit card verification and authorization, checks guests into and out of hotel, as well as coordinates with management to ensure guest satisfaction levels.

Fairfield Inn & Suites by Marriott 11/2001- 03/2005

Mt. Laurel, NJ

Front Office Manager: (Promoted within the company)

Responsibilities included assigning duties and shifts to workers, observed employee performance to ensure adherence to hotel policies and established operating procedures, interviewed and hired eligible candidates for front desk positions, supervised and trained front desk agents, prepared period revenue reports, executed daily “manager on duty” responsibilities, performed audits/bookkeeping and bank deposits, assisted with group bookings and event planning with sales, conducted daily front office meetings, and resolved problems arising from guest complaints.

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