Marisol Delgado

Profile

Hospitality professional with 6 years of front desk experience across full-service and boutique hotel environments, specializing in guest relations, night audit operations, and revenue upselling. Consistently ranked in the top 10% of guest satisfaction scores at two consecutive properties and drove a 22% increase in room upgrade conversions through targeted at-check-in sales techniques. Holds a current CPR certification and Opera PMS proficiency, with a track record of resolving high-volume complaint queues without escalation.

Work Experience

Senior Front Desk AgentMar 2021 - Present

The Alderton Hotel, Austin, TX

Processed an average of 140 check-ins and check-outs daily during peak season while maintaining a 4.8/5.0 guest satisfaction score across 1,200+ post-stay surveys.
Upsold room upgrades and amenity packages at check-in, generating $68,000 in incremental revenue over a 12-month period and exceeding the property upsell target by 31%.
Mentored 4 newly hired front desk associates on Opera PMS workflows and de-escalation protocols, reducing onboarding time from 3 weeks to 11 days.

Front Desk AgentJun 2019 - Feb 2021

Calloway Suites Austin, Austin, TX

Managed overnight night audit shifts 4 nights per week, reconciling daily revenue reports with zero discrepancies across an 18-month tenure.
Resolved an average of 25 guest complaints per month through active listening and policy-compliant remedies, achieving a 94% first-contact resolution rate without supervisor escalation.
Coordinated room blocking and VIP arrival arrangements for 30+ corporate accounts, contributing to a 17% improvement in corporate repeat-stay bookings year over year.

Guest Services AssociateAug 2018 - May 2019

Lakeview Inn & Conference Center, Round Rock, TX

Handled multi-line phone reservations and walk-in inquiries during a 120-room property's highest-occupancy quarter, maintaining a hold-time average under 45 seconds.
Processed group check-ins for conference blocks of up to 80 guests, coordinating with housekeeping to reduce room-ready delays by 20%.
Collected and logged guest feedback using Medallia, surfacing 3 recurring service gaps that management addressed within one quarter.

Skills

Opera PMS · Medallia Guest Feedback Platform · Night Audit & Revenue Reconciliation · Room Upselling & Upgrade Conversion · PCI-DSS Compliance · Multi-Line Phone & Reservation Systems · CPR & First Aid Certified (AHA, exp. 2027) · Conflict De-escalation & Guest Recovery · Microsoft Office Suite (Word, Excel, Outlook)

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