Front Desk Manager

Patricia Maria Soto

New York, New York

Email: ****.************@*****.*** Contact Number: 646-***-****

OBJECTIVE: Enthusiastic guest service learner, recognized by management for positive attitude and leadership abilities seeking for new industry opportunities for growth

EDUCATION:

Monroe College King Graduate School, Bronx, New York

Master’s Degree in Business Administration, Expected June 2021

CUNY New York City College of Technology, Brooklyn

Bachelor’s Degree in Hospitality Management, Graduated May 2015

CERTIFICATIONS: TIPS Certified, CPR; NY State First Aid Certified and Food and Handling Certified

EXPERIENCE:

Beekman Tower, New York, NY August 2019 – April 2020

Revenue/ Reservation Specialist

Entered sold reservations into Oscar and book apartments delivering all guest requests

Took all incoming reservation inquires and converted to live bookings to achieve sale goals for new business

Communicated with all building staff regarding reservations and customer inquires

Responsible for daily rate adjustments, refunds, credits and gift certificates

Analyzed and forecasted bookings pace and patterns to maximize yield

Mr. C Seaport Hotel, New York, New York June 2018 – August 2019

Senior Guest Service Leader and Overnight Manager (Pre-Opening, Opening)

Led the opening of a new property in June 2018 at a Luxurious 66- room, 5-star property; managed team with Maintenance, Housekeeping and Security team on presentable shifts to resolve complaints, requests and issues efficiently

Ensured third party reservations have been properly processed, receive payment and calculate revenue working closely with Revenue Manager

Demonstrated leadership by encouraging teammates at Front desk teaching all day-to-day operations, systems and customer service

Responded to all guest plan and coordinate travel itineraries for clients, out of town guests and corporate employees consisting of hotel, meals and transportation reservation including day/ night events

HGU Boutique Hotel, New York, NY April 2018 – June 2018

Sales Manager

Created and executed strategic sales plans to identify, attract appropriate business to 89-guestroom, 5-star luxurious hotel

Used Sale Pro to build coaching plans and gain insight into productivity

Maximized room revenue and occupancy by reviewing status daily, monitor credit report, and upload ADR on Hotel Tonight

Hyatt Hotel, New York, NY March 2017 - March 2018

Guest Services and Overnight Manager

Handled all guest interactions in a 122- guestroom boutique hotel, check- in's and out guests, assuring the guest is assigned type of room requested with correct rates, arranged for luggage delivery, credit limit, post and report to front desk. All food and beverage outlet’s cash and credit operations and reset all registers to ensure accurately with timely function and operations management

Prepared all end of day front desk and night audit functions managing a team including- Security, Housekeeping and Overnight chef

The Dream Hotel, New York, NY August 2016 - February 2017

Guest Service Agent

Handled accounts of money at a 221- room, 5- star luxury hotel receipts, guest accounts crediting through OPERA completing reports required to ensure company funds are secure

Built and maintained a rapport with VIPS(Google), corporate accounts and regular guest and encourage feedback

ROGER SMITH HOTEL, New York, NY August 2015 – August 2016

Professional Management Program

Completed a One year Professional Internship with Four Departments in a 131-room boutique property including Front Desk, solving guest problems, complaints, reports and trained on OPERA, PBX system; into Sales and Revenue, managed daily revenue direct bookings assisting with group bookings

Food and Beverage: Ensured compliance with SOP's in all outlets and health sanitations regulations, connecting with Housekeeping, to maintain cleanliness, comfort and tidiness for the establishment

WORTH FISCAL MANAGEMENT, New York, NY March 2015 - August 2015

Queens County Educator for Tomorrow Staff Accountant

Responsible for financial record keeping, organization of occupational offices while maintaining accounts by verifying, allocating, and posting transactions into accounting systems

WALT DISNEY WORLD® RESORTS, Orlando, FL August 2014 - January 2015 Merchandise Marketing Professional Internship

Recognized for high quality service by leaders at multiple merchandise locations throughout EPCOT theme park

HARLEM RBI, New York, New York June 2009 – April 2014 Administrative Coordinator and Finance Department Assistant

Prioritized accounts payable by selecting invoices for payment prints and dispersing personal, company, vendor checks; supporting the Finance Team by inputting sales and purchases ledgers from source documents

Assist with account payable functions including invoices, check requests and entering data into accounting system

SKILLS:

Room Master, Sales Pro, OPERA PMS System, Aloha POS System, Zingle, VingCard Vision, Hot Sauce PMS System, Outlook, Fund-EZ, ADP Payroll Service, College Advantage (Hyatt PMS System), GGMC Valet, Citrix, Microsoft, Excel, Microsoft PowerPoint, Celopay, Alice, SynXis CRS, Oscar, CRM, 3Sixty, SiteMinder

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