Isabella Moreau
Guest Services Manager
Miami, FL isabella.moreau@email.com +1 (305) 555-0172 linkedin.com/in/isabellamoreau
Summary
Hospitality leader with 11 years in luxury hotels, fluent in English, French and Spanish. Lifted guest-satisfaction (GSS) from 84 to 96 and grew loyalty enrollment 3x while leading a 22-person front-office and concierge team. Known for turning escalations into 5-star recoveries.
Experience
Guest Services Manager
The Ritz-Carlton · Miami, FL
Feb 2019 — Present
- Raised guest-satisfaction score from 84 to 96 (top 5% of the brand) by redesigning the arrival and VIP-recognition flow.
- Grew loyalty-program enrollment 3x and upsell revenue $1.2M/yr through a front-desk incentive and scripting program.
- Hired, trained and scheduled a 22-person team; cut average check-in time 40% and complaint-resolution time from 24h to 2h.
Front Office Supervisor
Hilton · Orlando, FL
Jun 2014 — Jan 2019
- Managed front-office operations at 92% average occupancy across a 480-room property with a 4.7/5 service rating.
- Resolved 600+ guest escalations a year with a 98% satisfaction-recovery rate, protecting the property's 5-star reputation.
Skills
Guest Relations · Front Office Operations · Opera PMS · Team Leadership · Conflict Resolution · Upselling · VIP Service · Multilingual (EN/FR/ES) · Scheduling
Education
Florida International University
B.S. Hospitality Management
2010 — 2014
Dean's List · Eta Sigma Delta honor society