VERONICA MERCADO
Anaheim
Summary
Hospitality leader with extensive front office and operations management experience in luxury settings. Expertise in resolving guest concerns and ensuring operational consistency, driving guest satisfaction through effective team training and development. Aiming for a Front Office Manager role to enhance service excellence and team performance.
Overview
9
9
years of professional experience
Work History
Assistant Front Office Manager
Fairmont Breakers Long Beach
01.2024 - Current
- Support Front Office Manager in daily operations of front desk and guest services
- Ensure seamless check-in/check-out experience and high-level guest satisfaction
- Lead resolution of guest concerns, complaints, and service recovery situations
- Supervise, train, and coach front desk team members to ensure consistent service delivery
- Monitor operational standards and reinforce brand compliance across all front office functions
Food & Beverage Manager II
Marriott’s Newport Coast Villas
12.2022 - Current
- Lead departmental strategy execution and operational planning
- Drive revenue growth while maintaining brand standards and guest satisfaction
- Oversee employee engagement and performance to support service excellence
- Manage operational efficiency and financial performance of the department
Front Desk Manager
Marriott’s Newport Coast Villas
07.2021 - 09.2022
- Managed all front office operations including Front Desk, PBX, Bell Services, Rooms Control, and transportation
- Directed supervisors and managers in executing daily arrival/departure operations
- Improved guest and associate satisfaction through consistent service leadership
- Ensured adherence to brand standards and operational procedures
Front Office Supervisor
Marriott’s Newport Coast Villas
12.2017 - 07.2021
- Supervised front desk team to maintain service coverage and enhance guest satisfaction
- Resolved guest concerns according to brand standards, fostering guest loyalty and satisfaction
- Supported hiring, training, and performance management to build a high-performing front desk team
- Assisted management in improving operational processes and service delivery
Education
Associate Degrees - Psychology, Math & Science, Social & Behavioral Science
Coastline Community College
Skills
- Front Office Operations Leadership
- Guest Experience & Service Recovery
- Team Training & Development
- Conflict Resolution & Decision-Making
- Operational Consistency & Brand Standards
- Scheduling & Performance Management
Timeline
Assistant Front Office Manager
Fairmont Breakers Long Beach
01.2024 - Current
Food & Beverage Manager II
Marriott’s Newport Coast Villas
12.2022 - Current
Front Desk Manager
Marriott’s Newport Coast Villas
07.2021 - 09.2022
Front Office Supervisor
Marriott’s Newport Coast Villas
12.2017 - 07.2021
Associate Degrees - Psychology, Math & Science, Social & Behavioral Science
Coastline Community College