Jennifer Lopez
Sunnyvale
Summary
Detail-oriented professional with extensive experience in hotel management. Recognized for strong organizational skills and adaptability, contributing to enhanced guest experiences and streamlined procedures. Prepared to leverage expertise to optimize night operations and elevate customer satisfaction.
Experienced with supervising hotel night operations, ensuring smooth functioning and guest satisfaction. Utilizes leadership and conflict resolution skills to handle overnight challenges effectively. Track record of fostering secure and welcoming environment for guests and staff alike.
Overview
9
9
years of professional experience
1
1
Certification
2
2
Languages
Work History
Hotel Night Manager/Head Night Auditor
Marriott Hotels
Sunnyvale, CA
03.2017 - Current
- Supervised front desk operations, ensuring efficient guest check-in and check-out processes.
- Managed night audit procedures, maintaining accurate financial records and reporting discrepancies.
- Trained and mentored staff on customer service excellence and hotel policies.
- Developed and implemented nightly security protocols to enhance guest safety and property protection.
- Resolved guest complaints promptly, fostering positive relationships and enhancing overall satisfaction.
- Coordinated with housekeeping and maintenance teams to ensure optimal room conditions for guests.
- Boosted customer loyalty by providing exceptional service, resulting in a consistent increase in return guests.
- Streamlined nightly audit procedures for increased efficiency and accuracy in financial reporting.
- Managed scheduling and payroll responsibilities for nighttime staff members while adhering to budgetary constraints set by upper management.
- Monitored inventory levels of essential supplies, placing orders when necessary to prevent shortages or delays in service delivery.
Education
Bachelor of Science -
San Jose State University
San Jose, CAHigh School Diploma -
Fremont High School
Sunnyvale, CA05-2011
Skills
- Organizational skills
- Hotel operations
- Staff training and development
- Complaint handling
- Policy enforcement
- Property management systems
- Reservation management
- Guest relations management
- Strategic planning and analysis
- Marketing
- Project oversight
- Brand management
- Travel coordination
- Sales
- Revenue optimization
- Time management
- Problem-solving
- Multitasking
- Reliability
- Excellent communication
- Organizational skills
- Computer skills
- Customer satisfaction
- Adaptability and flexibility
- Hotel management
- Microsoft office proficiency
Accomplishments
- Developed incremental resort revenue streams by informing guests of the establishment's array of services including the spa, salon, upscale restaurants, and the casino.
- Compiled a weekly list of resort activities and provided it to guests at check-in which resulted in a [Number]% decrease in front desk calls.
- Established strategic organizational frameworks and records management practices to enhance the confidentiality, integrity, and availability of essential business information.
Certification
- CM - Certified Manager Certification
Languages
English
Full Professional
Spanish
Full Professional
Timeline
Hotel Night Manager/Head Night Auditor
Marriott Hotels
03.2017 - Current
Bachelor of Science -
San Jose State University
High School Diploma -
Fremont High School