Manager

Albania Martinez

** **** ******, ***. *

Yonkers, NY 10705 **********@*****.***

Home: 914-***-****

Cell: 914-***-****

Business Professional skilled in improving customer retention levels within highly competitive markets.

Dedicated customer service Supervisor with 7+ years of experience in the hospitality industry including guest relations, staff supervision, administration, accounting, organizational management, and customer service.

Areas of Expertise

Customer Service Management

Complaint Handling & Resolution

Retail Operations

Foreign language fluency in Spanish

Customer Satisfaction Enhancement

Front-End Supervision

Teambuilding & Training

Technical proficiency in Microsoft

Office and Internet applications

Professional Experience

Cassa Hotel and Residences New York, NY 01/07 to 04/10

Assistant Director of Front Office, 09/10 to present

Assist Director of Front Office Manager in making staff schedule according to forecast.

Assist Director of Front Office Manager in setting goals and objectives for the department.

Assist Guests Service Agents as needed with unresolved problems which arise during the shift and take a "hands on" approach with guest "check in" and "check out".

Ensure associates understand Hotel/Brand commitment to guest service and observes standards of conduct, rules, fire regulations, and department policies

Perform the function of "manager on duty" and act as the first point of contact for any issues that may arise during scheduled shift.

Handle guest complaints and keep management informed as necessary.

Continuously evaluate the work performance of Front Desk Staff and provides ongoing coaching and counseling.

Work with Reservations Managers and Revenue Managers on room availability and selling strategies to maximize occupancy, revenue and rate.

Perform other tasks or projects as assigned by Director of Front Office.

Attend morning operation meetings as required.

Train and supervise Front Desk employees, ensuring that they had the necessary skills and tools to perform their duties with maximum efficiency.

Hudson Hotel New York, NY

Rooms Control Supervisor, 01/08 to 04/10

Reviewed daily arrivals, VIP’s, special requests, group needs, room assignment and coordinate with Housekeeping Department.

Handled guest complaints and keep management informed as necessary.

Worked with Reservations Managers and Revenue Managers on room availability and selling strategies to maximize occupancy, revenue and rate.

Worked with Credit Manager to ensure credit procedures are followed and resolved promptly.

Performed other tasks or projects as assigned by hotel management.

Attended morning operation meetings as required.

Monitored and controlled room status and discrepancies.

Assisted in the monitoring of guest registration and departure procedures, ensuring that all procedures and standards are maintained.

Attended weekly Credit Meetings with the Credit Manager to resolve any outstanding issues and process all billings

Ensured all room moves were resolved and noted accordingly.

Trained and supervised Front Desk employees, ensuring that they had the necessary skills to perform their duties with maximum efficiency.

Assisted Human Resources Manager planning staff events and new staff orientation.

Front Desk Agent, 01/07 to 01/08

Handled guest registrations including the computation and collection of payment.

Processed all financial transactions including the verification and processing of credit card transactions in accordance with company policies and procedures, and complete shift reports.

Maintained room status inventory.

Answered to guest inquires and requests regarding hotel services, reservations, local attractions, directions, etc.

Responded to guest needs, special requests and complaints regarding their stay.

Hugo Boss New York, NY

Sportswear Specialist, 06/06-01/07

Managed all facets of customer service successfully.

Played a key role in increasing customer retention within saturated markets.

Provided high level of support in inventory management and merchandising.

Worked with tailors and seamstresses for fittings.

Merchandised designer women's wear.

Scheduled private shopping appointments with high-end customers.

Kenneth Cole Productions New York, NY

Sportswear Specialist, 11/03-06/06

Managed all facets of customer service successfully.

Played a key role in increasing customer retention within saturated markets.

Provided high level of support in inventory management and merchandising.

Education and Training

St. Thomas Aquinas College Sparkill, NY 9/98 to 5/02

Bachelor of Science, International Business

Cornell University Ithaca, NY 5/06 to 01/07

Master Certificate in Hospitality Management

Contact this candidate