Customer Service Front Office
Resume:
MARIAMA
GONCALVES
INTRO
CERTIFICATIONS
https://www.linkedin.com/in/mariama-goncalves-pawtucket/
Guesthouse Manager & Hospitality Professional
Vieques, Puerto Rico 00765
EXPERIENCE
EDUCATION
SKILLS
Manager for busy tropical guesthouse & former hostel. Former luxury hotel Front Office Supervisor/ Night Auditor with 5+ years of experience in coordinating travel, supervisory duties, conflict resolution, reconciliation of financial accounts, reports, and offering quality customer service in a 500+ room AAA 4-Diamond hotel setting.
**********@*****.***
Guesthouse Manager
Lazy Guesthouse, PR / August 2021 – Current
Ordering of supplies & documenting inventory. Keeping websites, social media, and third-party booking sites up-to-date and resolving any errors. Managing all personnel and guests concerns to create a positive experience. Ensuring cleanliness on property through routine checks and supervision of housekeeping. Creating a task list for staff and following up on all assignments. Keeping open lines of clear communication with the Operations Supervisor and the Co-Manager. Reception/ concierge duties kindly and courteously addressing all guests and providing recommendations for recreation and dining). Housekeeping (understanding the ins and outs of room cleanliness and setting the standard). Being aware of maintenance issues and following up on them appropriately. Overseeing a staff of up to 15 and providing training for multiple roles within the hostel & guesthouse (reception, housekeeping, closing shifts).
Customer Service Certification
National Retail Ferderation-2014
Call Center Reservations Agent/ Desk Agent
Attitash Mountain Resort-Bartlett, NH / November 2017 – April 2018
Seasonal full time position which consisted of call center duties during the first half of the week (answering a multi-line phone system, informing prospective guests about recreational offerings around the resort, creating itineraries, and resolving guest disputes) and the second half of the week consisted of front desk duties (checking guests in, selling rental equipment, ensuring itinerary accuracy, and directing guests to points of interest).
Hotel Front Office Supervisor/Night Auditor/Concierge Manager
Omni Hotels & Resorts- Bretton Woods (NH) & Providence (RI) / April 2018 – March 2020
Duties include greeting customers upon check in, offering insight on recreational/dining facilities and services, responding to and resolving guest issues in a timely manner, reconciling time-sensitive accounts, posting checks from associated outlets and processing invoices, reviewing financial postings for the day and ensuring accuracy, displaying relevant accounting information on spreadsheets, answering email inquiries regarding the hotel, supervising desk agents, bell staff, and phone agents, answering a multi-line phone system.
Proficient in Microsoft Suite, Google Suite, Zendesk, Shopify, LogicBroker, Open Office, Staff Management (3 years), Wix Website Design, Cloudbeds, ResNexus, Opera PMS, Inventory Management, Cash Handling (5 years), Customer Service (8 years), Billing, Housekeeping
College
Rhode Island College, Providence, RI 2012 - 2014
High School Diploma
The M.E.T. High School, Providence, RI 2008 - 2012
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