Fabiola Rivera
Bayamon
Summary
Experienced ASST. GENERAL MANAGER with 7 years in hospitality operations, excelling in safety, and revenue management. Skilled in team leadership, yielding, and union negotiations. Adept at increasing guest satisfaction and revenue without compromising quality. Proven track record in maintaining high employee satisfaction and performance. Fluent in Spanish. Committed to elevate guest satisfaction, and maximize profitability. Eager to contribute strategically to the growth of the organization, establishing a respected leadership presence. My goal is to lead with a powerful combination of existing expertise and continuous learning, exceeding expectations and making a meaningful impact.
Overview
6
6
years of professional experience
Work History
Guest Relations Executive
Marriott Courtyard
Kingwood
03.2018 - 06.2024
- Oversaw front desk operations, ensuring exceptional customer service.
- Analyzed customer feedback to identify areas for improvement in services offered.
- Collaborated with other departments such as marketing and sales to maximize revenue opportunities for the hotel.
- Coached staff on strategies to enhance performance and improve customer relations.
- Scheduled space for special programs, meetings and conferences.
- Resolved guest inquiries and concerns swiftly, enhancing overall satisfaction.
- Trained and mentored new employees to uphold high service standards.
- Fostered positive relationships with customers to promote loyalty.
- Utilized conflict resolution skills to address and settle customer complaints effectively.
- Implemented procedures that improved front desk accuracy by five percent.
- Coordinated staff schedules, ensuring adequate coverage for all shifts.
Education
AGM Training -
Marriott Early Carreers
03-2019
Skills
- Team Leadership
- Performance coaching
- Revenue management
- Guest relations
- Staff training
- Customer service
- Conflict resolution
- Quality assurance
- Event coordination
- Attention to detail
- Communication skills
- Fluent in Spanish
- Revenue Management
- Guest Satisfaction
- Union Negotiations
References
References available upon request.
Timeline
Guest Relations Executive
Marriott Courtyard
03.2018 - 06.2024
AGM Training -
Marriott Early Carreers
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