Description: In this role, I was responsible for enhancing guest satisfaction and ensuring a seamless experience from reservation to check-out. My duties included:•Guest Engagement: Effectively communicated with prospective guests via phone and email, converting inquiries into reservations and addressing customer needs proactively.•System Utilization: Leveraged systems such as MARSHA, CTAC, Opera, and GXP to manage bookings efficiently, reducing errors and optimizing operational workflows.•Reservation Management: Managed reservations for business and leisure travelers at AC by Marriott and Moxy by Marriott, ensuring accuracy and high-quality service.•Group Coordination: Assisted the Groups Department with rooming lists and group reservations, streamlining the booking process and enhancing group service.•Arrival Oversight: Monitored guest arrivals to prevent delays and ensure a smooth check-in experience.Reporting and Analysis: Completed and reviewed no-show and cancellation reports to reduce revenue loss and improve forecasting.

• Managed on-site evaluations, internal audits and customer surveys.• Served customers and followed outlined steps of service.• Identified issues, analyzed information and provided solutions to problems.• Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.• Operated on Optima CRM.• Trained new employees.• Provided work related counseling, debriefed and guided colleagues.