Summary
Overview
Work History
Education
Skills
Additional Information
Languages
Timeline
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Jaricely Torres

Marlborough,MA

Summary

Knowledgeable Front office manager with background in managing front office operations. Successfully streamlined administrative processes and enhanced guest satisfaction through effective team leadership. Demonstrated excellent organizational and multitasking skills.

Professional with robust experience in hospitality management, prepared for this role. Proven track record in optimizing front office operations, enhancing guest satisfaction, and streamlining processes. Strong focus on team collaboration and achieving results. Skilled in staff training, conflict resolution, and multitasking with flexible approach to changing needs. Reliable and efficient, ensuring smooth daily operations.

Overview

15
15
years of professional experience

Work History

Front Office Manager

Hilton Garden Inn Hotel
05.2023 - Current
  • Monitored financial transactions at the front desk, ensuring accurate billing procedures and minimizing discrepancies.
  • Created weekly schedules for front office staff members to ensure appropriate coverage during peak hours or high demand periods.
  • Reconciled end-of-day reports to determine accurate billing and payment processing.
  • Resolved guest complaints professionally, maintaining positive relationships with customers for future business opportunities.

Front Desk Supervisor

Hilton Garden Inn
Worcester, MA
03.2017 - 04.2018
  • Leadership - Guides and motivates front desk staff to deliver top-tier service.
  • Organization - Keeps operations running smoothly—scheduling, shift logs, and guest records.
  • Training & Development - Onboards new staff and helps team members grow in their roles.
  • Time Management - Prioritizes tasks and ensures timely execution of daily responsibilities.
  • Tech Proficiency - Uses systems like ONQ , PEP, and POS tools efficiently.
  • Professionalism - Maintains a polished demeanor and appearance that reflects the brand.
  • Developed strong relationships with repeat customers, leading to increased loyalty and return visits.
  • Managed approximately 30 incoming calls, emails and faxes per day from customers.

Guest Service Agent

Embassy Suites
03.2013 - 02.2017
  • Customer Service - The core of the role—ensures guests feel valued and supported.
  • Communication - Clear, friendly, and professional interaction with guests and team members.
  • Problem Solving - Quickly resolves guest issues with empathy and efficiency.
  • Attention to Detail - Ensures accuracy in bookings, billing, and guest preferences.
  • Conflict Resolution - De-escalates tense situations while maintaining professionalism.

Banquets

Embassy Suites
03.2011 - 02.2013
  • Table Setting - Precision in arranging plates, cutlery, and glassware enhances the dining experience.
  • Food & Beverage Knowledge - Helps with accurate service, recommendations, and handling dietary restrictions.
  • Event Setup & Breakdown - Efficiently prepares and resets venues before and after events.

Education

High School Diploma -

Marlborough High School
Marlborough, MA
07-2014

Skills

  • Effective multitasking
  • Workflow optimization
  • Customer service
  • Customer relations
  • Scheduling and calendar management
  • Microsoft Office Suite
  • Operations management
  • Hospitality services
  • Team management
  • Data entry
  • Staff management
  • Conflict management
  • Training and coaching
  • Property management systems
  • Listening skills

Additional Information

  • Over 6 years experience in customer service.
  • Highly skilled in satisfying the needs of customers based on requests.
  • Excellent organization skills.
  • Ability to carry out multiple tasks at the same time.
  • High level of attention to detail.
  • Ability to work under pressure and in fast pace environment.
  • Ability to speak English and Spanish - Bilingual.
  • Leadership and development.
  • Skilled in conflict resolution.
  • Investigative procedures.

Languages

Spanish
Full Professional

Timeline

Front Office Manager

Hilton Garden Inn Hotel
05.2023 - Current

Front Desk Supervisor

Hilton Garden Inn
03.2017 - 04.2018

Guest Service Agent

Embassy Suites
03.2013 - 02.2017

Banquets

Embassy Suites
03.2011 - 02.2013

High School Diploma -

Marlborough High School

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Jaricely Torres