Yaitza Matos

Front Desk Manager @Orlando World Center Marriott

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.

University of Puerto Rico-Carolina

Bachelor of Administration (BA)

Johnson & Wales University

Master of Business Administration (MBA)