Frank Cuenca Email & Phone Number

Boston

• Manages the Bell Staff and Concierge. Coordinates their schedules on a weekly basis.• Provides guests with an array of services, such as: make reservations for different venues, obtains tickets, assists with group activities, and provides vital information, among others. • Sets up standards of operations and pursues them to the next level.• Offers suggestions and work directly with the Sales Department on setting up group outings.• Helps the Front Desk with overflow of check ins and check outs.• Coaches and counsels the Concierge and Bell staff when needed.• Attends Manager’s meeting on a daily basis and Operations meetings on a weekly basis.• Coordinates the Bell Department for group arrivals and departures.• Answers a heavy volume of phone calls in a professional and concise manner.• Created the Concierge Newsletter and updates it with information on a weekly basis.• Checks and edits payroll program (e-Time) every week.• Replies to guest requests via emails sent from central reservations.• Interviews applicants for job openings.• Interviews vendors to make sure only the ones with great reputations are hired.• Attends the South Florida Concierge Association monthly meetings and vendors events and brings pertinent information to my hotel.• Utilizes an extensive array of contacts in Miami to ensure that hotel guests and VIP’s get the red carpet treatment.• Orders departmental supplies, such as: Luggage tags, maps, magazines, uniforms, etc.

• Catered for high-end clientele such as presidents, movie stars and royal families.• Worked in extreme environment where guests expected only the best. Provided an array of elegant service, doing follow ups to the last detail

• Assisted guests upon arrival to the hotel, up sold the hotel services, and made sure guests were happy with their sleeping quarters and overall hotel services.

The duties of this position were performed within a very sophisticated and chic ambiance. Ensured that guests were comfortable while experiencing the pool and lounge areas, made schedules and managed a department with 15 associates.