BRIAN MARTINEZ
San Diego
Summary
Bilingual Front Office Supervisor offering a friendly attitude and able to resolve customer complaints and issues quickly. Known for remaining polished and calm in very busy environments and in all types of situations. Exceptional eye for detail and approachable yet determined attitude. Leadership trained with high expectations for personal work and employee contributions. Seasoned Assistant Front Office Manager with background in hospitality and customer service. Possess strong skills in staff supervision, guest relations and operational management. Proven ability to improve efficiency of front office operations while maintaining high levels of guest satisfaction. Known for fostering positive work environment and motivating team members to excel.
Overview
10
10
years of professional experience
Work History
Assistant Front Office Manager
Hyatt Regency La Jolla
San Diego
12.2022 - Current
- Assisted the Front Office Manager in developing, implementing and monitoring operational policies and procedures.
- Supervised front office operations and ensured smooth guest check-in and check-out.
- Trained and mentored front desk staff on customer service best practices.
- Managed guest inquiries and resolved issues to enhance overall satisfaction.
- Coordinated scheduling for front office team to optimize workflow efficiency.
- Implemented standard operating procedures for front desk operations and services.
- Assisted in budget planning and forecasting for front office department expenses.
- Conducted daily briefing sessions with front office staff to review occupancy status, arrivals and departures, special requests and VIP guests.
- Provided leadership by setting an example for other employees to follow.
- Maintained up-to-date knowledge of all hotel products, services, pricing plans and promotions.
- Worked closely with housekeeping department to ensure rooms are ready for incoming guests.
- Investigated customer complaints and took corrective action when necessary.
- Maintained accurate records of guest accounts using property management system.
- Ensured that all staff members were properly trained on hotel policies and procedures.
- Performed cashiering duties such as handling payments from customers.
- Responded promptly to customer inquiries via telephone or email.
- Coached and counseled employees to enhance performance and eliminate process lags.
- Monitored front desk staff performance, ensuring adherence to company standards.
- Enforced safety regulations among front office staff members.
- Supervised night audit process including reviewing reports for accuracy.
- Administered office budget, maintained records, and tracked expenses to achieve financial targets.
- Maximized revenues and profits by eliminating inefficiencies and building customer loyalty with exceptional support.
- Created and optimized employee schedules for shift coverage.
- Handled guest complaints and issues, ensuring satisfactory resolution and guest satisfaction.
- Implemented loyalty programs and promotional offers to retain and attract guests.
Night Auditor
Grand Hyatt Manchester
San Diego
12.2019 - 12.2022
- Prepare and disposition of all night audit work
- Print and balance reports, close end of day reports
- Check in/out
- Enrollment up sales
- File receipts by proper outlet
Front Office Supervisor
DoubleTree By Hilton Worldwide
San Diego
06.2018 - 12.2019
- Evaluated employee job performance and motivated staff to improve productivity.
- Fielded complaints from clients and customers and rectified issues.
- Optimized personnel coverage, preparing work schedules based on staff availability and forecasted demands.
- Monitored financial bookkeeping for accuracy and compliance, resolving identified discrepancies.
- Introduced all team members to latest hotel services, encouraging staff to discuss offerings with guests upon checking in.
- Translated management directives into actionable mandates for front-line staff.
- Backed up all front desk employees and subbed in if there was an absence or someone was away from the office.
- In charge of all Up-sale related inquiries such as approving, declining and help improve team reach individual goals.
Night Auditor
DoubleTree By Hilton, Worldwide
San Diego
01.2017 - 07.2018
- Prepare and disposition of all night audit work
- Print and balance reports, close end of day reports
- Check in/out
- Enrollment up sales
- File receipts by proper outlet
Guest Service Agent
DoubleTree By Hilton, Worldwide
San Diego
01.2016 - 01.2017
- Shared key information regarding the hotel to guests, including details about the pool and restaurants
- Managed guest check-in and check-out procedures, reservations and payments
- Responded to guests, including email, telephone and in-person inquiries
- Provided guest assistance and information regarding local attractions and points of interest
- Streamlined daily operations, including check-in and check-out processes, to increase efficiency and satisfaction
- Handled payment processing duties and provided customers with receipts and proper bills and change
- Greeted arriving guests to provide assistance and facilitate check-ins
- Answered guest inquiries regarding hotel offerings and services
- Established a knowledge of local restaurants, historic sites, nightlife and shows so that such information could be given to interested guests
- Worked with room service, housekeeping, maintenance and security to meet all guest needs
- Corrected guest issues in a timely and professional manner with knowledgeable and friendly service
- Managed customer complaints and rectified issues to complete satisfaction.
Housekeeping Supervisor
DoubleTree By Hilton, Worldwide
San Diego
06.2015 - 01.2016
- Provided deep cleaning services for areas in need of additional sanitation
- Delivered special request items such as cribs to guest rooms
- Cleaned exterior surfaces of lighting fixtures, including glass and plastic enclosures to remove dust, cobwebs and dirt
- Collected trash from receptacles and surfaces, discreetly removing items for disposal
- Maintained hotel locker rooms, lounges and back of house areas
- Managed client laundry with proper care and attention to needs of different linens and articles of clothing.
Education
GED -
Chula Vista Adult School
San Diego, CA11-2013
Skills
- Planning and organization
- Scheduling and calendar management
- Employee management
- Exceptional customer support
- Invoicing and billing
- Front Office Management Certified
- Conflict resolution
- Suggestive selling
- Problem-solving
- Data entry
- Reservations assistance
- Record-keeping and bookkeeping
- Strong interpersonal skills
- New business development
- Supervising clerical personnel
- Back office operations
- Customer relations
- Front office management
- Budget planning
- Quality assurance
- Customer relationship management
- Property management systems
- Staff training
- Operational efficiency
- Revenue maximization
- Leadership skills
- Time management
- Problem solving
- Effective communication
- Room assignment coordination
- Emergency response readiness
- Guest relations management
- Customer service
- Staff training and development
- Guest check-in and out procedures
- Scheduling
- Revenue management
- Front desk operations
- Operations management
Affiliations
- Herpetologist
- Media Marketing
Languages
Spanish
Full Professional
English
Full Professional
Timeline
Assistant Front Office Manager
Hyatt Regency La Jolla
12.2022 - Current
Night Auditor
Grand Hyatt Manchester
12.2019 - 12.2022
Front Office Supervisor
DoubleTree By Hilton Worldwide
06.2018 - 12.2019
Night Auditor
DoubleTree By Hilton, Worldwide
01.2017 - 07.2018
Guest Service Agent
DoubleTree By Hilton, Worldwide
01.2016 - 01.2017
Housekeeping Supervisor
DoubleTree By Hilton, Worldwide
06.2015 - 01.2016
GED -
Chula Vista Adult School
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