Monique Reyes
Philadelphia
Summary
Dynamic hospitality professional with extensive experience in hotel hospitality, excelling in customer service, and staff training. Proven track record in enhancing operational efficiency and achieving upsell goals. Proficient in Microsoft Office and skilled in inventory control, demonstrating composure under pressure while leading teams to success.
Overview
14
14
years of professional experience
Work History
Assistant General Manager
Hampton Inn Philadelphia Convention Center
Philadelphia
01.2025 - Current
- Assisted management in daily hotel operations and guest services.
- Coordinated staff schedules to ensure adequate coverage and service quality.
- Implemented training programs for new employees to enhance skills and efficiency.
- Monitored inventory levels and ordered supplies as needed for smooth operations.
- Facilitated communication between departments to streamline processes and resolve issues.
- Assisted in the recruitment process by conducting interviews with prospective candidates.
- Managed and mentored staff to carry out operational directives with high productivity and accuracy.
- Ensured compliance with company policies, procedures, and regulations.
ASSISTANT FRONT OFFICE MANAGER
THE LOGAN HOTEL
07.2022 - Current
- Maintain a comprehensive and detailed record of all 391 rooms using OnQ PM Software.
- Recruit, hire, train, and coach over 15 staff members on customer service skills, hotel operations, and safety standards. Also, provide individual one on one training when and where necessary.
- Consistently exceedingly met monthly upsell goals for Hotel Upgrade Incentive Program.
- Created and implemented contests to drive revenue in Front Office department; cost effective ideas and programs.
- Revised shift checklists and daily reports for accuracy and improvement quarterly.
FRONT DESK AGENT
THE LOGAN HOTEL
02.2019 - 07.2022
- Responsible for PM shifts - arrival process, overall operation of hotel. Managed hotel in the absence on management.
- Kept customer account information and credit card information safely.
- Assisted guests via phone making or modifying reservations.
- Handled guest requests in a timely manner.
- Offered information pertaining to available services and facilities at the hotel, points of interest, and entertainment attractions.
HOUSEKEEPING PM MANAGER
THE LOGAN HOTEL
11.2016 - 02.2019
- Ensure cleanliness of all hotel rooms, lobby areas, and restrooms throughout the evenings.
- Perform guest requests throughout the shift ensuring open tickets and guests requests are completed and guests are satisfied.
- Provide staffing, training, and coaching, performance reviews, and disciplinary action for the housekeeping department.
- Inspected and prepared VIP Rooms & Suites for VIP arrivals. Teams, Entertainment, Etc.
HOUSEKEEPING PM MANAGER
FOUR SEAONS PHILADELPHIA
08.2011 - 06.2016
- Ensure cleanliness of all hotel rooms, lobby areas, and restrooms throughout the evenings.
- Perform guest requests throughout the shift ensuring open tickets and guests requests are completed and guests are satisfied.
- Provide staffing, training, and coaching, performance reviews, and disciplinary action for the housekeeping department.
- Inspected and prepared VIP Rooms & Suites for VIP arrivals. Teams, Entertainment, Etc.
Education
High School -
FRANKFORD HIGH SCHOOL
Philadelphia, PA06.2001
Skills
- Microsoft Office proficiency
- Customer service excellence
- Composure under pressure
- Hospitality experience
- Staff training
- Inventory control
- Scheduling coordination
- Promotions implementation
References
References available upon request.
Timeline
Assistant General Manager
Hampton Inn Philadelphia Convention Center
01.2025 - Current
ASSISTANT FRONT OFFICE MANAGER
THE LOGAN HOTEL
07.2022 - Current
FRONT DESK AGENT
THE LOGAN HOTEL
02.2019 - 07.2022
HOUSEKEEPING PM MANAGER
THE LOGAN HOTEL
11.2016 - 02.2019
HOUSEKEEPING PM MANAGER
FOUR SEAONS PHILADELPHIA
08.2011 - 06.2016
High School -
FRANKFORD HIGH SCHOOL
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