Nevaeh Montoya
Denver
Summary
Dynamic Front Desk Manager with a proven track record at Hyatt Place, excelling in customer service and relationship building. Recognized for enhancing guest satisfaction through effective problem-solving and meticulous financial reporting. A dependable leader skilled in staff management, fostering a collaborative environment that drives team performance and loyalty.
Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.
Overview
17
17
years of professional experience
Work History
Home 2 Suits
Hilton
08.2023 - Current
- Maintained a clean and organized workspace, promoting a welcoming environment for customers.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Developed and managed relationships with customers to increase customer loyalty.
- Handled sensitive information securely while processing payments through various methods including cash, credit cards, and gift cards.
- Processed credit card payments and reconciled credit card statements for accuracy in accounting process.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Answered phone promptly and directed incoming calls to correct offices.
Front Desk Manager
Hyatt Place
07.2023 - 05.2024
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Trained new staff on correct procedures, compliance requirements, and performance strategies.
- Mentored and trained new hires, fostering a supportive work environment that facilitated professional growth.
- Responded to telephone, email and in-person inquiries regarding reservations, hotel information and guest concerns.
- Kept accounts in balance and ran daily reports to verify totals.
- Oversaw daily cash reconciliations, maintaining accurate financial records for the front desk department.
- Checked guests in out of hotel, made reservations, and processed payments.
- Oversaw front desk operations with eye for hotel reputation, staff productivity, and operational efficiency.
- Managed team schedules, ensuring adequate staffing levels for optimal front desk operations.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
- Maintained accurate financial records, processing payments and balancing cash drawers daily.
- Worked with housekeeping team to resolve issues or questions.
- Resolved guest issues with rooms or reservations with knowledgeable and friendly service.
- Conducted regular performance reviews, setting achievable targets for employees'' professional development while ensuring accountability towards individual goals.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Assisted in recruiting, hiring and training of team members.
Night Auditor
Holiday Inn Express Hotel
05.2022 - 06.2023
- Completed night audit for guest ledgers to close bank and cash registers, reconciling issues quickly, and marking discrepancies.
- Oversaw night auditing of daily room occupancy and hotel revenue.
- Handled emergency situations calmly and professionally, keeping guest safety as the top priority at all times.
- Maintained accurate financial records by diligently balancing daily revenue reports and identifying discrepancies.
- Demonstrated proficiency in various software systems used for reservation management, billing adjustments, and report generation.
- Prepared detailed end-of-shift reports, highlighting noteworthy incidents or areas requiring improvement for management review.
- Implemented time-saving strategies for completing nightly audits more quickly while maintaining high levels of accuracy in reporting data.
- Reduced discrepancies in financial records by meticulously maintaining hotel accounting systems.
- Completed timely end-of-month reconciliations, ensuring accuracy in financial reporting and reducing potential issues.
- Handled all duties and tasks for night manager and concierge during busy periods to maintain front desk efficiency.
- Trained new staff members in customer service techniques and hotel operations.
- Prepared reports on guest satisfaction levels and other metrics.
Front Desk Manager
Hyatt Place
05.2022 - 06.2023
- Streamlined check-in and check-out processes for a smoother guest experience.
- Handled tasks and responsibilities for front office employees during periods of understaffing.
- Collaborated with housekeeping and maintenance departments to ensure rooms were ready in a timely manner.
- Resolved guest complaints by addressing issues with rooms promptly.
- Assisted guests with special requests, creating memorable experiences that encouraged positive reviews on social media platforms.
- Hired and trained new employees, demonstrating best methods for serving clients and guests.
- Implemented successful strategies to increase customer satisfaction.
- Oversaw day-to-day operations of 166-room hotel with staff of 15 employees.
- Handled high-volume phone calls with professionalism, redirecting inquiries to appropriate departments while maintaining excellent customer service standards.
- Assisted in the preparation of financial reports and invoices, contributing to accurate record-keeping and timely payment processing.
- Resolved customer complaints effectively by listening attentively, empathizing with their concerns, and providing prompt solutions tailored to individual needs.
- Contributed to revenue growth by upselling additional services or products whenever possible during client interactions.
Front Desk Supervisor
Staybridge Suites Hotel
03.2021 - 06.2022
- Trained new employees on front desk operations, ensuring they were well-prepared for their roles and responsibilities.
- Provided exceptional customer service, leading to positive online reviews and repeat business from satisfied guests.
- Scheduled and assigned daily work and activities for team members.
- Resolved guest complaints with tact and diplomacy, maintaining a positive image for the hotel brand.
- Enhanced guest satisfaction by efficiently managing front desk operations and addressing customer inquiries promptly.
- Managed group reservations effectively, providing smooth check-in experiences for large parties or corporate events.
- Streamlined check-in and check-out processes for improved guest experience and reduced waiting times.
- Implemented an organized filing system for important documents, streamlining record-keeping practices at the front desk.
- Created lasting relationships with guests that built loyalty and drove hotel revenue.
Front Desk Receptionist
Hilton
07.2020 - 03.2021
- Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
- Scheduled, coordinated and confirmed appointments and meetings.
- Delivered outstanding first impressions by warmly greeting visitors upon arrival at the front desk.
- Managed high-volume phone calls, directing inquiries to appropriate personnel for prompt resolution.
Front Desk Receptionist
Even Hotel
01.2020 - 03.2021
- Enhanced customer satisfaction by providing efficient and professional front desk services.
- Supported administrative tasks such as filing, data entry, and document preparation for more efficient office workflow.
- Developed strong working relationships with team members, fostering a positive work environment.
- Expedited check-in and check-out procedures for guests, ensuring seamless experiences during their visits.
- Resolved customer issues quickly and notified supervisor immediately when problems escalated.
- Increased guest retention by maintaining a welcoming and organized reception area.
- Assisted with administrative tasks such as filing, data entry, and document preparation, supporting overall office productivity.
Assistant Manager
La Quinta
10.2017 - 01.2020
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Developed strong working relationships with staff, fostering a positive work environment.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.
Assistant Manager
Crosslands Hotels
12.2015 - 10.2017
- Enforced company policies consistently while handling disciplinary actions when necessary with fairness and respect.
- Scheduled staff shifts to ensure proper coverage during peak shopping hours without exceeding labor budgets.
- Collaborated with management team to set sales targets and strategies, achieving consistent sales growth.
- Assisted in budget preparation, ensuring alignment with financial goals.
- Coached new employees, ensuring smooth onboarding process and quicker adaptation to their roles.
Assistant Manager
Extended Stay America
10.2008 - 12.2015
- Handled cash accurately and prepared deposits.
- Motivated, trained, and disciplined employees to maximize performance.
- Collaborated with the General Manager on marketing initiatives to increase brand awareness and drive sales growth.
- Assisted in the recruitment, hiring, and onboarding process for new employees to build a skilled workforce committed to excellence in service delivery.
- Optimized scheduling practices to ensure appropriate coverage during peak hours while minimizing labor costs.
- Boosted team morale and productivity by implementing regular feedback sessions and recognition programs.
- Enhanced customer satisfaction with timely resolutions of issues and effective communication strategies.
- Managed budgets and financial reporting, ensuring fiscal responsibility and profitability.
Education
BBA - Business Administration And Management
DeVry University
Dallas, TX04-2027
High School Diploma -
Highland High Scool
Albuquerque, NM05-2000
Skills
- Friendly, positive attitude
- Teamwork and collaboration
- Customer service
- Problem-solving
- Time management
- Attention to detail
- Dependable and responsible
- Multitasking
- Excellent communication
- Critical thinking
- Employee relations and conflict resolution
- Staff management
- Customer satisfaction
- Relationship building
- Documentation and reporting
- Invoice processing
- Data entry
- Financial reporting
- Payment transactions
- Account management
- Fluent bilingualism
Languages
Spanish
Professional Working
Timeline
Home 2 Suits
Hilton
08.2023 - Current
Front Desk Manager
Hyatt Place
07.2023 - 05.2024
Night Auditor
Holiday Inn Express Hotel
05.2022 - 06.2023
Front Desk Manager
Hyatt Place
05.2022 - 06.2023
Front Desk Supervisor
Staybridge Suites Hotel
03.2021 - 06.2022
Front Desk Receptionist
Hilton
07.2020 - 03.2021
Front Desk Receptionist
Even Hotel
01.2020 - 03.2021
Assistant Manager
La Quinta
10.2017 - 01.2020
Assistant Manager
Crosslands Hotels
12.2015 - 10.2017
Assistant Manager
Extended Stay America
10.2008 - 12.2015
BBA - Business Administration And Management
DeVry University
High School Diploma -
Highland High Scool
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