Summary
Overview
Work History
Education
Skills
Interests
Awards
Timeline
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Alexander Attala

Niagara Falls

Summary

Highly knowledgeable Guest Services Agent, experienced in high-traffic hotel settings. Driven and dedicated with a focus on delivering exemplary guest services while exceeding guest expectations for every single guest. Skilled multitasker, successful at meeting performance objectives, while supporting the rest of the Front Desk team.

Overview

6
6
years of professional experience

Work History

Group Housing Coordinator

Marriott on the Falls
04.2025 - Current
  • Monitored inventory levels of rooms available for group bookings, adjusting allocations as needed to maximize revenue opportunities.
  • Quickly adaptable by swiftly addressing last-minute changes or unforeseen challenges during events to maintain a professional atmosphere.
  • Input/a and altered reservations via MARSHA through FSPMS and Marriott Global Source systems to generate rooming lists.
  • Assists in building rooming list, reservation links, and confirms with clients via email to ensure the minimum room revenue requirement is met under the group contract.
  • Creating group blocks, setting up master accounts and market code billing in FSPMS. Routing reservations to the master account or setting up reservations as so that each pay own.
  • Communicate vital hotel information to incoming group arrivals, confirming rooming lists and group needs for day of.
  • Curating group files by date to pass over to Front Desk of all group info, needs, contract and email correspondence.
  • Tracking bus group arrival by month to pass over to Front Desk and Bellman teams.

Guest Service Agent

Marriott on the Falls
01.2022 - Current
  • Responded to guest inquiries, complaints and special requests to increase guest satisfaction.
  • Investigated guest challenges and sources of dissatisfaction to offer a timely resolution.
  • Maintained high-level knowledge of all hotel services offered to answer guest inquiries.
  • Answer phone calls promptly.
  • Oversaw trainees when needed
  • Provided guests with information on local attractions, restaurants and transportation services to enhance their stay.
  • Oversaw fast-paced front desk operations and guests’ needs at busy intervals.
  • Respond to guest inquiries or room requests over the GXP chat system promptly while assisting other guests.
  • Contact guests through the Front Desk email to complete customer care cases, improve guest satisfaction, and confirm in-room amenity requests.
  • Provided punctual, polite valet services to uphold professional standards when needed.
  • Inspected vehicles to verify condition before acceptance of the car when needed.
  • Located and retrieved vehicles quickly to minimize customer wait times when needed.
  • facilitated pre-check-in for large group arrival, organizing bus keys and pre-blocking rooms. Organized satellite check-in.
  • Increase in positive review rating through guest satisfaction.
  • Trained individuals in the concept of Front Desk and Guest services along with MARSHA FSPMS and MGS systems whenever needed.
  • Rapid blocking bus or tour group arrivals for bus or satelite check in.





Concierge Agent

Embassy Suites by Hilton
01.2019 - 01.2020
  • Contacted guests via email with information on events and hotel offerings to build clientele base.
  • Assisted guests with variety of services and local attraction information.
  • Greeted guests upon arrival and offered directions to key amenities to cultivate quality hotel experiences.
  • Created welcoming and comfortable environment for guests.
  • Arranged for tours and accurately while adhering to company policy on cash handling procedures.
  • Voucher redemption.
  • Arranged restaurant reservations for in house and external restaurants.
  • Directed incoming calls and messages to appropriate staff and residents.
  • Built and maintained effective relationships with guests.

Education

Hospitality, Restaurant OPS & Hotel Management

NIAGARA COLLEGE
Niagara Falls, ON
06-2023

Skills

  • Guest Conflict Resolution
  • Dynamic Communication
  • Knowledge of Local Attractions
  • Time Management
  • Attention to Detail
  • Proficient at Marriott FSPMS and MARSHA systems
  • Payment Processing
  • Safety & Security
  • USD to CAD exchange
  • Issue resolution

Interests

  • Leather Craft
  • History
  • Graphic Design
  • Photography
  • Acting and Theater
  • Drawing and Painting
  • Woodworking
  • Historical Exploration
  • Strategy Games

Awards

Silver Pineapple Hospitality Award, ALMA Knapman Award

Timeline

Group Housing Coordinator

Marriott on the Falls
04.2025 - Current

Guest Service Agent

Marriott on the Falls
01.2022 - Current

Concierge Agent

Embassy Suites by Hilton
01.2019 - 01.2020

Hospitality, Restaurant OPS & Hotel Management

NIAGARA COLLEGE

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Alexander Attala