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Customer Service Manager

Atlantic City, New Jersey, 08401, United States
October 11, 2016

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Mara L Franchetti

**** ******* *** *** *, Atlantic City, NJ 08401 Cell: 609-***-****

Professional Summary

Dynamic Hotel Manager possessing comprehensive background in hospitality desires a role at an upscale hotel with a strong dedication to exceed expectations.



Hotel operations and management

Revenue generation and management

Casino background

Computer knowledge

Resort experience

Guest satisfaction specialist

Team building


Quality assurance

Inventory Management Systems

LMS knowledge.

Work History

Trump Taj Mahal Resort – Atlantic City, NJ

Front Desk Manager, 01/2009 to Current

Improved customer service ratings through team leadership.

Recruited and trained new members of the guest services team.

Collaborated with maintenance and housekeeping to achieve hotel goals.

Resolved service-related problems in a timely manner.

Developed departmental objectives, work schedules, budgets and policies.

Ensure compliance of hotel policies and procedures.

Proposing and implementing effective marketing strategies to maximize room occupancy levels.

Handling reservations, cancellations and no-shows

Accurately completing all administrative tasks like scheduling and hotel audits.

Hotel Group Coordinator, 01/2008 to 01/2009

Trump Taj Mahal Resort – NJ

Reviewed guest account information and charges.

Resolved service-related problems in a timely manner.

Verified that personal and payment information on guest accounts was accurate and complete.

Room assignment for individuals and groups.

Coordinate with housekeeping to ensure room rack availability.

Department Telephone Calls.

Front Desk Agent, 01/2007 to 01/2008

Trump Taj Mahal – NJ

Greeted, registered and assigned rooms to guests.

Processed walk-in reservations.

Solicited feedback to evaluate levels of guest satisfaction at check-out.

Fast and efficient data entry at check-in.

Professional Manner and excellent customer service.

Computed bills, collected payments and made change for guests.

Housekeeping Coordinator, 01/2006 to 01/2007

Trump Taj Mahal – NJ

Answered department telephone calls using correct salutations and telephone etiquette.

Room assignments for cleaning service or amenities delivery.

Coordinates in timely manner with facilities.

Ensure guest satisfaction during their stay.

Ensure turn-down service and amenities for VIP guests.

Restaurant Hostess, 01/2006

Trump Taj Mahal – NJ

Maintained complete knowledge of restaurant menu, including daily specials.

Displayed enthusiasm and knowledge about the restaurant's menu and products.

Assisted with guest inquiries.

Routinely supported other areas of the restaurant as requested, including answering telephones.

Assigned patrons to tables suitable for their needs and according to rotation.

Waitress, Bartender and Cashier, 01/2003 to 01/2005

Jorge Newbery Airport Café – Buenos Aires, Argentina

Exceptional Customer Service

Managed bar revenues, ensuring that all patrons were billed and all cash properly accounted for.

Received beverage orders from wait staff and delivered beverages to guests.

Carefully followed safety and sanitation policies handling food and beverages.

Processed orders on a computerized Point of Sale system.

Provided friendly and attentive service.

Facilities Assistant Manager, 01/2002

Crown Plaza – Buenos Aires, Argentina

Set up facilities for meetings and training.

Logged detailed and thorough records of maintenance performed.

Generated schedules and procedures assisting the Department Manager.

Followed routine and preventative maintenance checklists.


Spanish (Native), English (Fluent)


BBA: Business Administration, 1999/2001

UNLP - Argentina

Associate Degree: Hotel Management and Gastronomy, 2004

CENCAP - Buenos Aires, Argentina

Courses: Achieving Success with Difficult People, 2010

Atlantic Cape Community College - NJ

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