Yaitza Matos

Experience

1. Front Desk Manager

   Orlando World Center Marriott

   Jul 2021 — Present · Orlando, FL, US

   Oversees the daily Front Office operations including AYS, Front Desk, Rooms Control, Bell Stand, Guest Services, and parking shuttle at the larger resort and convention Marriott property with a yearly average occupancy of 90% and average daily volume of 1,200+ arrivals and departures. • Review staffing levels, conduct interviews, and hiring process for the Front Desk department. • Responsible for the training, development, coaching, mentoring, and performance evaluations for the Assistant Front Desk Managers and staff of 30+ team members under supervision.• Manages the daily selling procedures to maximize room revenue and control property occupancy. • Lead hosts ensuring exceptional service is provided to our guests to meet our goal of 67.2% for Staff Service, 59.0% for Elite Appreciation, and 59.0% for Intent of Recommend scores. • Handle all guest recovery opportunities and work closely with other departments to ensure the best guest experience possible. • Supervises all areas of the Front Office in the absence of the Front Office Manager or Assistant Front Office Manager.

Education

• University of Puerto Rico-Carolina

  Bachelor of Administration (BA)

  2006 — 2010

• Johnson & Wales University

  Master of Business Administration (MBA)

  2014 — 2016

Skills

• Leadership
• Microsoft Office
• Sales
• Hospitality
• Event Planning
• Food & Beverage
• Customer Service
• Microsoft Word
• Time Management
• Hospitality Management
• Micros
• Microsoft Excel
• Powerpoint
• Hospitality Industry
• Hotel Management
• Social Media
• Teamwork
• Management
• Event Management
• Bartending