Ana sofia martinez

M

Front Desk Agent

Minor Hotels - NH Collection

Jan 2025 - Current (1 year 4 months)

• Greet and assist all arriving guests and groups in a timely and professional manner, as well as complete the check-out process for departing guests and groups. • Manage guest requests, inquiries, complaints, and/or suggestions and other departments. • Offer additional services to guests while using upselling techniques and providing guests with information about the property and surrounding areas (museums, monuments), including special events, attractions, restaurants, activities, etc. in the city. • Manage guest room reservations with a variety of payment methods.

Operations Manager

All Known Services

Jul 2023 - Jul 2024 (1 year 1 month)

• Managed a team of 10+ associates, leading and ensuring high performance and adherence to brand standards. • Implemented customer service initiatives to enhance guest satisfaction, resulting in positive online reviews and improved customer feedback. • Conducted regular inspections and service audits to ensure compliance with brand standards. • Oversaw collaboration between housekeeping, catering, and maintenance departments to ensure efficient and thorough execution. • Effectively managed and resolved crises such as guest complaints, with a focus on problem-solving and maintaining guest satisfaction. • Promoted from intern in July 2023.

C

Operations Intern - Front Desk

Courtyard Chicago DowntownRiver North

Jun 2022 - Aug 2022 (3 months)

• Processed guest arrivals and departures, including all necessary payments. • Offered service referrals and handled guest information requests. • Communicated with all hotel departments efficiently and maintained the lobby event board. • Recorded guest comments and complaints, referring customers to managers as necessary. • Completed daily checklists with daily operation and financial requirements.

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Operations Intern

Guardian Music and Group Travel

Jun 2021 - Aug 2021 (3 months)

• Researched international destinations and compiled data to aid the planning and execution of successful large travel groups. • Built mock itineraries for potential clients which included rough timelines of events, addresses, descriptions, hotels, and other elements of the destination.

Global Ambassador

DePaul University

Jan 2020 - Jun 2023 (3 years 6 months)

Ana sofia martinez

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