Front Desk Manager Assistant

Marlen Alonso

Phone: 407-***-****

E-mail: ************@*****.***

Objective: Front Desk Supervisor, Manager, Manager Assistant & Accountant with more than 20 years of experience in customer service, seeking a position where I will be able to better my career opportunities and work with my company to exceed all standard goals and expectations.

Experience

Best Western Airport Inn & Suites

July 2012 - 2022

Orlando, Florida

Manager/Assistant General Manager / Accountant

Responsibilities include: supporting the General Manager in the day-to-day leadership and overseeing the front office operations. Mentored and developed all members of staff and supported employees in obtaining positions of greater responsibility. Consistently achieved budgeted financial goals while maintaining consistent service standards. Simultaneously responsible for payroll, accounts receivables, and accounts payable. Responsible for all direct billing accounts and credit card disputes. Analyzed, investigated, and resolved guest complaints. Coached and counseled employees to ensure adherences to hotel policies, standards and procedures.

Hotel software experience: Fosse, Night vision, Visual Matrix, Jonas Chorum, Wyndham Oracle, Choice Advance, Choice central Admin.

Accounting software: Mass, Quick Books, Quicken, Inter flow.

Payroll software: Icon, Payroll Solution, ADP.

Best Western East Colonial

June 2012 - March 2017

Orlando, Florida

Front Desk Supervisor/ Assistant General Manager.

Responsibilities include: Overseeing front office employees including front desk and reservation agents, and phone operators. Supervised a staff of 36 guest service employees. Ensured all employees were professionally trained, knowledgeable and prepared to provide excellent guest service. Assisted with the daily administrative duties of the hotel.

Marriott Residence Inn

2835 Tiger Tail Avenue

Coconut Grove Miami.

June 2000 to June 2012

Coconut Grove, Florida

Front Desk Agent/Night Audit/

Responsibilities include: Overseeing operations of the front office departments including guest services, concierge, bellman, and shuttle service. Provide excellent customer service for all guests. Check guests in and out in a timely and efficient manner. Handle all complaints and ensured that every guests expectations were exceeded throughout their stay, creating a guest for life.

Housekeeping Supervisor/ Housekeeping Manager.

Responsibilities include: Inspect rooms before and after general housekeeping duties have been completed. Maintain above exceptional standards for each room. Created and edited weekly schedules for housekeeping staff and maintenance departments. Inventory control and ordering. Provided a homely environment for each guest and made sure each guest felt at home away from home.

Education

Miami Beach Sr. High

High School Diploma

Graduated 1983

GPA 3.5

Lindsey Hopkins Education Center

Associates of Science Junior Accounting

Graduated 1986

References - Available upon request.

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