Marcus Gonzalez Email & Phone Number

Florence, Sc, Us

Camden, South Carolina, United States

Us

Louisville, Ky, Us

Louisville, Ky, Us

Bethesda, Md, Us

Alpharetta, Georgia, Us

Fairfield Inn & Suites

Monroe, La, Us

Fairfield Inn & Suites

Assisted in overseeing the Front Office operations of a high-volume, 1,000 room 4 Diamond luxury property.Assisted in controlling our labor costs by exceeding our productivity goal by .7% by cross training all team members within the front office, AYS agent and utilizing outside labor for our AYS runner positions when applicable also contributed in meeting our financial goals.Oversee the daily operation including training, disciplining, and promoting front desk, bell stand, and AYS agents.Assisted in maintaining (AES) score of 84% by successful completing RAP sessions with all staff members, encouraging career growth by setting up shadows in other departments of interest such as Accounting, Spa, and Event services.Managed departmental procurement within budgeted guidelines by utilizing ADACO systemsNetwork with Sales/Catering and group contacts to ensure successful convention programs Assisted in Increasing guest voice check-in experience goal from 70% by scoring 70.9%Assisted in exceeding guest voice overall staff service score by scoring 74.8% which was an increase of 1.2% of our goal of 73.6%Assisted in exceeding Elite Member Appreciation goal of 64.8 % by scoring 64.9% Assisted in maintaining a positive yearly BSA audit score of 85.7%Nominated 5 Diamond Manager of the 4th Quarter 2014.

Palma De Mallorca, Illes Balears, Es

Oversaw the daily operation including hiring, training, disciplining, and promoting front desk, bell desk, and Melia connect staff.Created 3 driver/bellman positions producing positive guest interactions increasing customer loyalty.Manage departmental procurement within budgeted guidelinesNetwork with Sales/Catering and group contacts to ensure successful convention programs Networked with corporate offices in Spain to create a successful uniform program and Unicef donation program for guests resulting in over $6,000 raised for charity in 2012-13. Exceeded Market Metrix goal of 82% for Front office by scoring 86.5%.Awarded Trip Advisor certificate of excellence for service 2012-13.Met and exceeding corporate goal for upselling of $49,000

Victoria, England, Gb

Assisted in the daily operation of a 1014 room resort Front Office operations including hiring, training, and promoting front desk, bell desk, concierge, and PBX, totaling 50 associates.Decreased labor costs by 8% by cross utilizing team members within the front office/group housing teams, to provide a more customer focused and cost efficient way of operating.Manage departmental procurement within budgeted guidelinesNetwork with Sales/Catering and group contacts to ensure successful convention programs Improved GAP International evaluation scores from 93.5% to 95.6% Exceeded Market Metrix goal of 84% for Front Office by scoring 85.6%Amplified employee satisfaction survey scores over 9% from previous year

Orlando, Florida, Us

Networked with ownership in the development of a tiered certificate program, maximizing guest satisfaction wthout minimizing revenue.Strategic Consultation with Resort Departments such as Housekeeping, Security, Food & Beverage outletsand Recreational departments to build a bridge between guest concern and ownership.Participated in Renovation of West Village/ Quality control during new construction area River Island 2005-2006.

Chicago, Il, Us

Director of Recreation -Managed 3 spa rooms and spa staff of 12 massage therapists. Networked with high profile groups for the facilitation of Team building events which brought in positive profits of over $100,000 - (2002 - 03)Supervision of 30 individuals to ensure a fun atmosphere for all.Supervision and promotion of on-site Daycare facility and onsite Baby sitting service. Inventory, ordering of all resort & retail itemsResponsible for the Brand Development of an interactive resort activities guide for children and young adults. (used Resort wide)Assistant Recreation Manager - Networked with the Director of Recreation to ensure a smooth operation of all resort areas. Assistant Front Office Manager- Supported Front Office Manager to ensure guest satisfactionActed as Duty Manager during PM shifts for entire resort

Chicago, Il, Us

Worked my way up to supervisor in the highly competative environment of 25 individuals.conducted daily pre-shift meetings, VIP preperation from check-in to check-out.