Magaly Cruz
Summary
Adaptable manager with comprehensive experience implementing procedures and techniques for the development of successful teamwork in fast-paced environments requiring high levels of reliability. Exceptional work ethic and the desire to perform as a solid team player while maximizing productivity and leadership.
Overview
22
22
years of professional experience
Work History
Hotel Manager
Hotel Miramar
2015.08 - 2022.12
- Evaluated current and future occupancy levels, seasonal trends, and upcoming special events to determine room pricing and availability.
- Conducted daily meetings with front desk and housekeeping personnel to discuss arrivals, special requests, and operational challenges.
- Optimized room rates to gain maximum occupancy figures improving revenue.
- Delivered exceptional service to guests through active engagement and effective listening.
- Inspected hotel rooms and public areas to determine cleanliness and the need for updates.
- Administered new hire paperwork and employee files.
- Coordinated inventory and ordering.
- Coordinated tasks and projects with the maintenance department.
Front Desk / Reservationist / Sales Coordinator
Clearwater Beach Marriott Suites On Sand Key
2010.07 - 2015.06
- Answered incoming calls, making recommendations, and leading calls to bookings.
- Provided high level of customer service by engaging customer and using active listening .
- Provided customers with information about availability and pricing.
- Managed third party reservations.
- Processed group contracts to reflect specific needs
- Collaborated with housekeeping and maintenance in order to rectify issues to complete satisfaction.
HR Specialist
T&T Construction
2008.06 - 2010.05
- Administered drug tests.
- Provided new hire trainings.
- Maintained employee files.
- Assisted payroll manager.
- Maintained communication and assisted offsite personnel as needed.
- Processed incoming and outgoing mail.
Sales Representative
The Water Source
2002.01 - 2006.01
- Managed customer accounts to secure customer satisfaction.
- Developed and maintained comprehensive understanding of products, services and competitors to enhance sales presentations.
- Generated new leads through networking and attending industry events.
Front Desk Agent
Homestead Studio Suites
2001.01 - 2002.01
- Took reservations over phone and in person and provided confirmation information.
- Collected room deposits, fees, and payments.
- Answered customer telephone calls promptly and appropriately handled needs.
- Used internal software to process reservations, check-ins and check-outs.
- Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
- Developed and maintained positive relationships with guests for satisfaction.
Education
High School Diploma -
Patria Latorre Ramirez
San Sebastian, PRSkills
- Guest Services and Reservations Management
- Guest Complaint Resolutions
- Payment Processing
- Employee Scheduling
- Employee Performance Reviews
- Employee Training, Development and Supervision
- Budgeting and Forecasting
- Inventory Management
Languages
Spanish
Proficient
C2
English
Proficient
C2
Timeline
Hotel Manager
Hotel Miramar
2015.08 - 2022.12
Front Desk / Reservationist / Sales Coordinator
Clearwater Beach Marriott Suites On Sand Key
2010.07 - 2015.06
HR Specialist
T&T Construction
2008.06 - 2010.05
Sales Representative
The Water Source
2002.01 - 2006.01
Front Desk Agent
Homestead Studio Suites
2001.01 - 2002.01
High School Diploma -
Patria Latorre Ramirez