Monica Martinez

Experience

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  Flatotel

  Sept 1999 - Feb 2013

  Front Office Manager

  Front-Office Manager• • Provided operational leadership for the evening shift for a 273 room full service unionized hotel (including front office and food and beverage departments) • Created and maintained weekly schedule for over twenty five employees within the front office division (including front desk, bell/door staff, reservations, and telecommunications) • Increased revenue by creating and implementing incentive programs including upsell and perfect sellout nights.• Finalized and submitted weekly payroll which included all necessary paperwork, overtime approval, portage breakout and adjustment requests.• Slashed payroll by 30% by scheduling accordingly due to occupancy while enhancing services.• Recruited, trained and evaluated employees within the Front Office Departments.• Ensured department standards were being adhered to during each staff interaction with guests.• When necessary disciplined staff which included verbal and documented warning as well as suspensions.• Diligently communicated with guests to ensure problems were resolved to their satisfaction and without cost.• Noted guest related issue within daily management log.• Served as weekend manager on duty every three months which included room inspections, weekend reports and ensuring all departments are performing as expected. Show less

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  Women's National Republican Club

  Oct 2013 - Jan 2014

  Front Office Supervisor

  • • Provided operational leadership for the morning and evening shift for a 27 room limited service property.• Increased revenue by creating and implementing room booking packages for members and non-members Negotiated rates and handled all reservations and group bookings for non-members.• Trained employees on a monthly basis resulting in better services for all guests and held monthly front office meetings to motivate staff which improved quality of service.• Recruited, trained and evaluated employees within the Front Office Departments.• Implemented 30 day action plans for employees by developing and maintaining weekly schedule for six front office division employees • Managed security concerns, screened all who enter to various locations of building-drafted Emergency Safety Manual, and implemented fire safety drills. Show less

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  Courtyard by Marriott

  Nov 2014 - Aug 2017

  Front Office/Housekeeping Manager

  Front-Office/Housekeeping Manager November 2014-October 2017• • Provided operational leadership for the morning and evening shift for a 283 room airport property, unionized hotel• Diligently communicated with guests to ensure all their issues were resolved; guest satisfaction brought scores up by 30% • Implemented guest related issues within daily management log which contributed to guest satisfaction and negotiated contracted rates and handled reservation activities for large numbers of airlines.• Recognition of Silver, Gold, Platinum rewards Member • Coached, counseled, evaluated union associates of 48 + employees in both housekeeping department and Front-Desk department.• Delegated specific assignments to room Attendants.• Diligently inspected rooms to ensure rooms were in compliance to Marriott Standards Maximized scores by 30% by responding within 24hrs to guest feedbacks which put forward excellent guest satisfaction after stay.• Ordered supplies within front office department thru Buyers events • Handled auditing of cashier banks over $1000 plus• Balanced in-house guests accounts and processed credit checks.• Maintained calendars for future events Show less

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  Shoreham Hotel

  May 2018 - Sept 2021

  Front Office Manager

  • Reporting to department heads; attending weekly department head staff meeting. Occasionally conducted stand up meetings. • Provided operational leadership for the morning and evening shift for a 178-room limited-service property.• Increased revenue: Negotiated rates and handled reservations and group bookingsMonthly employee training resulting in better services for all guests and held monthly front office meetings to motivate staff which improved quality of service.Recruit, train and evaluate employees within the Front Office Department.Implemented 30-day action plans for employees by developing and maintaining weekly schedule for front office division employees• Yearly employee evaluations. Consult and coaching where needed to encourage motivation, empowerment, as well as trainingHandle security concerns, screened all who enter to various locations of building- executed fire safety drills. Fire Brigade preparation• Update procedures such as checklist, SOP, • Increase TripAdvisor scores by 4%, result for brand purpose• Improve incentive programs for staff empowerment and excel staff service• Team development on a weekly basis• Achievement in guest satisfaction target and team member satisfaction.• Continuing to focus on quality and contribution to hotel profitability through effective cost control. Show less

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  Shoreham

  Mar 2019 - Sept 2021

  Fire Life Safety Director
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  Arties for Arties

  Aug 2021 - Jun 2022

  Temporary consultant/Assistant Event Coordinator

  • Report and meet weekly with CEO to review clients’ contracts• Assistance in event marketing and coordination tasks. • Create and implement various venue contract such as banquet order forms, client event booking forms, consignment contracts, artist sponsor contract, and finalization of event contract.• Conscientiously skilled in time management skills subject to deadlines on contract processingHigh volume written communication managed with the client and scheduled meetings with owners• Continued networking to book events on various low peak dates. • Meticulously collaborate with clients to ensure events are managed timely and prosperous• Occasional cashier• Occasional caterer light small events of 10-20 visitors subject to type of event• Light data entry; reviewing expense reports, POS system maintenance• Occasional management of store front Show less

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  Iberostar Group

  Jul 2022 - Jul 2024

  Assistant Front Office Manager
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  IHG 70 Park Avenue

  Jan 2024 - now

  Front Office Manager