Marianne Condessa Marquez Santiago
Barcelona
Summary
Five years of progressive experience in hospitality, transitioning from front desk agent to assistant manager. Skilled in Opera system and recognized for outstanding customer service. Managed teams effectively to ensure operational excellence and high levels of guest satisfaction. Strong analytical and problem-solving abilities focused on driving service improvements and company growth.
Overview
9
9
years of professional experience
Work History
Asociate front desk
AC Hotel Diagonal L'illa by Marriott
Barcelona
11.2024 - Current
- Delivered excellent customer service to maximise engagement and satisfaction with customers.
- Applied industry trends and process improvements through day-to-day working knowledge.
- Spoke with customers to understand needs and deliver excellent service.
Assistant Front Office Manager
B-hotel (Nuñez y Navarro)
Barcelona
05.2022 - 11.2024
- Delivered upselling incentive promotions and recruited guests into loyalty scheme.
- Managed reception area and provided outstanding customer service on arrival.
- Coordinated with hotel departments to maintain consistent service levels during stays.
- Trained front office team through coaching and ongoing support to meet standards.
- Resolved guest complaints quickly and calmly with solutions for satisfaction.
- Trained new staff on hotel policies, customer service protocols, and software systems.
- Facilitated clear communication between front office and other departments.
- Monitored staff performance and provided additional training for growth.
- Updated and maintained front office manual with accurate documented procedures.
- Handled guest complaints with empathy and efficiency to resolve issues.
- Analysed customer feedback to spot improvement areas and implement changes.
Front Desk Supervisor
B-hotel (Nuñez y Navarro)
Barcelona
07.2020 - 05.2022
- Trained new reception staff, sharing knowledge and best practices to maintain service quality.
- Conducted check-out procedures, issued invoices, and collected feedback to improve future guest experiences.
- Handled reception phone calls to answer questions, resolve complaints and redirect calls.
- Managed front desk operations, overseeing a team of receptionists to maintain efficient guest check-ins and check-outs.
- Implemented feedback from guest surveys to refine service offerings and meet evolving expectations.
- Coordinated room bookings and reservations, optimising occupancy rates and enhancing guest satisfaction.
Front Desk Receptionist
B-hotel (Nuñez y Navarro)
Barcelona
01.2018 - 07.2020
Front of house
Petit Palace Boqueria Market
Barcelona
04.2017 - 10.2017
Education
Master of Business Administration - Economia Y Administracion de Empresas
Universidad Autonoma de Barcelona
Barcelona01-2025
Bachelor of Science - Turism
Universidad Autonoma de Barcelona
Barcelona, B01-2023
Bachelor's degree Sciencie and Technology
Mila y Fontanals
Barcelona01-2014
Skills
- Opera Cloud PMS
- Opera PMS
- Freedompay
- Marsha
- No Paper Solution
- Civitfun
- Marriott standard customer service
- Reservations
- Customer service
- Staff training
- Complaint resolution
- Front office management
- Software proficiency
- Revenue optimization
- Guest relations
- Team leadership
- Communication skills
- Problem solving
- Positive attitude
- Hotel management software proficiency
Languages
English
Proficient
C2
Spanish
Advanced
C1
Catalan
Intermediate
B1
Tagalo
Proficient
C2
Timeline
Asociate front desk
AC Hotel Diagonal L'illa by Marriott
11.2024 - Current
Assistant Front Office Manager
B-hotel (Nuñez y Navarro)
05.2022 - 11.2024
Front Desk Supervisor
B-hotel (Nuñez y Navarro)
07.2020 - 05.2022
Front Desk Receptionist
B-hotel (Nuñez y Navarro)
01.2018 - 07.2020
Front of house
Petit Palace Boqueria Market
04.2017 - 10.2017
Master of Business Administration - Economia Y Administracion de Empresas
Universidad Autonoma de Barcelona
Bachelor of Science - Turism
Universidad Autonoma de Barcelona
Bachelor's degree Sciencie and Technology
Mila y Fontanals