Elmar M.

Front Office Supervisor

Oct 2024 - Jul 2026 • 1 yr 9 mos

Managed front office operations and customer experience in an international Marriott property. Handled guest inquiries, complaints, service recovery and complex customer situations Coordinated daily front office operations and room inventory Trained and onboarded 10+ front office associates Worked toward departmental guest satisfaction and upselling KPIs Improved service recovery practices, contributing to a 25% reduction in guest rebates Used Opera PMS, MS Office and other operational systems

Guest Service Agent

Apr 2023 - Oct 2024 • 1 yr 6 mos

Provided front office and guest service support in a large Marriott property. Managed room allocation and inventory for 800+ rooms Assisted with reservations and guest requests Supported training of new front desk associates Handled guest concerns and service recovery Delivered personalized guest service according to Marriott standards