Miranda Marks Email & Phone Number

Seattle / Renton

Emeryville, California, United States

Lake Oswego. Or

• Oversee general operation of the hotel when the General Manager or Front Desk Manager is not present• Set the tone and example of guest service and guest satisfaction for all colleagues.• Participates in the hiring, managing, overseeing and training of Front Desk personnel.• Does daily check of previous day’s work, i.e. posting, deposits, cash reports and petty cash reports. • Handles guest incidents in reporting via Home Office and contacting the Risk Manager for guidance on claims reporting to carrier. Ensures that processing of all incidents is done timely.

San Francisco, Ca

• Check-in, Check-out Guests.• Make reservations for stays, as well as restaurant , and transportation reservations• Process cash and non-cash transactions for guests and staff.• Recommend restaurants and local attractions to guests.• Coordinate with Food & Beverage, and Housekeeping staff to ensure smooth execution of events held in hotel meeting room

Emeryville, Ca

• Successfully used prior FOM experience to assist the current FOM with increasing guest service scores. Upon taking the position, the hotel was in the Hilton mandated USI program. After 3 months we were reviewed by Hilton QA and were released from the program. Changed the culture of the desk by focusing on guest service and all that those two words entail.• Respond to guest assistance complaints. Proactively solicit and respond to guest complaints. Coach and prepare Guest Service Agents to do the same.• Prepare correspondence to guests on behalf of the hotel.• Maintain product standards by routinely inspecting the department to ensure that supplies are stocked at proper levels, uniforms are ordered and equipment is in proper working condition.• Instrumental in delivering the best service, quality, & value to every guest by personally demonstrating my commitment .This has included covering called off shifts - including learning the Davidson Hotels night audit process in order to successfully complete an audit unassisted.

South San Francisco, Ca

• Responsible for supervision of Front Office operations and personnel, including Front Desk Associates, Front Office Supervisors, Night Auditors, Van Drivers, and Guest Service Attendants.• Hire, train, supervise, and coach and counsel team members.• Schedule team members – taking into consideration expected Guest arrivals and departures, occupancy levels, Guest service needs, and budgetary guidelines.• Conduct regular staff meetings to review new procedures and solicit input from employees.• Prepare and render annual performance evaluations for all team members.• Constantly maintain effective training programs, ensuring personnel are highly productive.• Enforce proper grooming and dress code for department personnel.• Ensure that all operations of Front Office equipment are understood – including software and computer systems.• Ensure that proper cash control and key control programs are in effect and followed.• Ensure that all Guests are dealt with in a professional, consistent manner.• Handle Guest issues, complaints, and requests and proactively resolve in a manner satisfactory to both the Guest and the hotel.• Ensure that all Guests receive a courteous and efficient check-in and check-out experience and Guest service standards are followed at all times.• Ensure proper delivery of all guest requests.• Ensure proper procedures are in effect and followed for Guest safety deposit boxes.• Maintain a constant awareness of budget and daily revenue figures.• Ensure that all Front Office team members follow all credit, accounting, and revenue controlling procedures.• Maintain a positive work atmosphere by acting and communicating in a positive and productive manner.

Hilton Garden Inn San Francisco Airport North

• Answer incoming calls. Return voice mail messages.• Complete Sales Contracts for Sales Managers as needed.• Complete Thank-you letters to clients.• Build group block in OnQ R & I.• Maintain group history/pick-up in computer system daily.• Follow up with Sales Managers on all upcoming group Cut-off Dates.• Clean up dirty groups in OnQ R & I.• Follow up on Tour Group inquiry requests.• Follow up on payments for groups and meetings in OnQ.• Maintain a managers Calendar • Order supplies for Sales and Catering Department as needed.• Update and route production reports and weekly Sales Meetings.• Develop, maintain and/or support site visits/ Sales trip agendas.• Create and distribute resumes - maintain Front Desk and Sales Binders.• Make Reader Board and door-cards for meetings.• Produce Banquet Checks for meetings.• Post Banquet charges in OnQ.• Create and distribute BEOs, pop-ups and revisions.• Support Sales team with drop-in site visits.• Weekly Report Requirements for GM.• VIP Amenities.• Perform other office correspondence upon request.• Sales support and any other requested job duties.