Marth Lyn Alforque

M A R T H LY N Q. A L F O R Q U E A. Del Rosario St., Guizo, Mandaue City, Cebu 6014 - - PR OF I L E Motivated and guest-focused hospitality professional with over 2 years of experience in delivering exceptional customer service in hotel and restaurant environments. Trained in front desk operations, night auditing, at your service (GSR) and dining services at Louisville Marriott Downtown, where I earned recognition as Employee of the Month for outstanding performance. Adept at handling guest inquiries, resolving issues ef ciently, and ensuring memorable experiences that drive customer satisfaction. E XPE R IE NC E F R ONT D E S K AS S O C I ATE , LO UISVILL E MA RRIOT T DOWN TOWN ; LOUISVIL L E , KY 12/2022 - 12/2023 • Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention. • Con rmed important personal and payment information for compliance with security and payment card industry standards. • Oversaw fast-paced front desk operations and guests' needs at busy facility. • Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout. • Liaised with housekeeping and maintenance staff to address requests and complaints made by guests. • Greeted guests at front desk and engaged in pleasant conversations while managing check-in process. N I GHT AU D I TO R , LO U I SV I LLE MA RRIOT T DO WN TOWN ; LOUI SVIL L E , KY 05/2023 - 07/2023 fi fi fi fi fi fi • Completed night audit for guest ledgers to close bank and cash registers, reconciling issues quickly, and marking discrepancies. • Oversaw night auditing of daily room occupancy and hotel revenue. • Generated and printed daily nancial reports to track hotel performance. • Investigated auditing discrepancies by reconciling cash drop and credit card transactions. • Maintained les and records by implementing effective ling systems that boosted ef ciency and organization. AT YO U R SE RV I C E , LO U I SVI LLE MAR RI OT T D OWN TOW N ; LOUISVIL L E , KY — 07/2023 - 10/2023 • • • • Answer incoming calls from guests and internal departments in a prompt, professional and courteous manner. Handle guest requests, inquiries, and complaints by providing accurate information or resolving issues ef ciently. Document all guest requests, complaints, and actions taken in the system to ensure seamless communication between shifts. Assists with lost and found inquiries and package handling. F & B S E RV E R, P O RC H K ITCH E N AN D BA R; LOUI SVIL L E, KY — 10/2023 - 12/2023 • • • • • Present menus, provide detailed information on menu items, and offer recommendations. Take orders accurately, ensuring special requests and dietary restrictions are noted. Recommend menu items, wine pairings, and promotions to enhance the guest experience. Maintain a friendly and professional demeanor to build rapport with guests and encourage repeat business. Follow proper hygiene and sanitation protocols, ensuring compliance with health and safety standards. F & B S ERV E R , THE W EE KE N D CH OPH OUSE AN D TAPROOM; CE BU CITY, PH — 10/2021 - 09/2022 • Greet customers, record orders, and serve food and beverages with a consistently positive and helpful attitude swiftly and ef cient, including answering questions about the menu, products and services of the restaurant. • Communicate effectively with team members and management to create work schedules, train new employees, and resolve any interpersonal issues needed. • Strive to provide guests with seamless service and elevate the customer dining experience. • Exceed guest's expectations by anticipating needs, and providing a delightful dining atmosphere. F & B S E RV E R , A MPERS A ND ; CE BU CITY, PH — 05/2019 - 11/2019 fi fi fi • Greet guests warmly, take orders accurately, and ensure a positive dining experience by addressing any needs or concerns. • Communicate orders to the kitchen and bar ef ciently, ensuring food and drinks are served correctly and in a timely manner. • Be familiar with the menu, ingredients, and specials to provide recommendations and answer guest inquiries. • Process payments, handle transactions accurately, and suggest additional items to enhance the guest’s experience and boost sales. EDUCATI ON U N I VE R S I TY OF CE B U - BA NI L A D CAM PUS; CE BU, PH — BAC H ELO R O F S C I ENC E IN HOTE L AN D RE STAURAN T M AN AGE M E N T 2 0 1 7 -2 0 2 1 OZ AM I Z C I TY NAT IO N AL H I GH SCHO OL ; OZAMI Z CITY, PH — H I G H S C H OO L DI PLOM A S.Y 2013 - 2 0 1 4 SK ILLS • Guest Service Excellence • Problem Resolution & Complaint Handling • Multi-tasking in Fast-paced Environments • Knowledge in FSPMS, MARSHA & GXP • Payment Processing & Cash Handling • Upselling & Promoting Hotel Services • Team Collaboration & Crossdepartment Coordination • Cultural Awareness • Strong Work Ethic & Professionalism AWARDS • Louisville Marriott Downtown Employee of the Month • First to hit the 5K Club in Louisville Marriott Downtown • Dean’s Lister- REFER ENCE S References available upon request.