Marlon Gomez
Residence Inn Marriott
Lincoln
1
Certification
4
years of professional experience
Results-driven hospitality professional with progressive leadership experience across multiple Marriott-branded properties, advancing from Front Desk Agent to Front Desk Supervisor and Front Desk Manager. Proven track record of building high-performing teams, driving operational excellence, and delivering exceptional guest experiences.
Successfully recruited, hired, trained, and developed the entire opening front office and valet team for Residence Inn Lincoln Downtown, while achieving the #1 Guest Service Score ranking among more than 900 Residence Inn properties nationwide. Recognized for strong leadership and operational expertise, including serving as Acting Assistant General Manager during a management leave of absence and maintaining front office audit scores above 92% throughout tenure.
Experienced in hotel operations, staff development, scheduling, financial auditing, account reconciliation, guest relations, service recovery, and cross-department collaboration. Known for creating positive team cultures, improving operational performance, and consistently exceeding guest satisfaction expectations while upholding Marriott brand standards.
Work History
Front Desk Supervisor/Manager
1 Year- Selected to lead the opening and development of the property's front office team, recruiting, hiring, onboarding, and training the entire front desk and valet staff.
- Achieved the #1 Guest Service Score ranking among more than 900 Residence Inn properties through strong leadership, service recovery, and team development initiatives.
- Served as Acting Assistant General Manager during the AGM's maternity leave, overseeing daily hotel operations and supporting department leaders to ensure seamless property performance.
- Maintained front office audit scores above 92% throughout tenure by enforcing Marriott brand standards, operational procedures, and accountability measures.
- Oversee employee scheduling, labor management, and staffing strategies to support business demands while controlling operational costs.
- Resolve complex guest concerns, billing discrepancies, and account issues while maintaining high guest satisfaction and loyalty scores.
- Process and reconcile financial transactions, post payments, manage guest folios, and assist with property tax reporting and accounting functions.
- Collaborate with executive leadership to improve operational processes, increase guest satisfaction, and drive overall hotel performance.
- Develop and mentor team members, fostering a positive workplace culture focused on accountability, professionalism, and guest satisfaction.
- Recognized by leadership for operational excellence, strong financial oversight, and the ability to successfully lead property operations during periods of management transition.
Front Desk Supervisor
1 Year 9 Months- Supervised daily front desk operations, providing leadership and direction to front office associates while ensuring exceptional guest service and compliance with Marriott brand standards.
- Acted as the Manager on Duty during assigned shifts, overseeing hotel operations and serving as the primary point of contact for guest concerns and operational issues.
- Trained, coached, and mentored new front desk associates, improving team performance, service consistency, and operational knowledge.
- Assisted management with scheduling, shift coverage, and delegation of responsibilities to ensure efficient staffing and seamless daily operations.
- Conducted daily audits, verified financial transactions, balanced cash drawers, and maintained accurate guest account records.
- Assisted with onboarding and training programs, helping develop a knowledgeable and service-focused front office team.
- Supported revenue generation efforts through room upgrades, loyalty program enrollment, and promotion of hotel services and amenities.
- Maintained high operational standards during peak occupancy periods by effectively prioritizing tasks and directing team workflow.
- Recognized by management for strong leadership, dependability, and the ability to motivate team members while maintaining a positive guest experience.
Front Desk Agent
1 Year- Delivered exceptional guest service by managing check-ins, check-outs, reservations, and guest inquiries in a fast-paced hospitality environment.
- Assisted with daily hotel operations beyond front desk responsibilities, demonstrating flexibility and commitment to overall property success.
- Monitored and recorded pool chemical levels, ensuring compliance with safety regulations and maintaining a clean, safe environment for guests.
- Supported housekeeping operations by assisting with room inspections, room readiness, laundry duties, and guest service requests during periods of high occupancy.
- Developed strong knowledge of Marriott brand standards, reservation systems, and front office procedures.
- Recognized by management for dependability, teamwork, and willingness to take on additional responsibilities outside of assigned duties.
- Built a reputation for strong guest service, operational support, and adaptability in a cross-functional hotel environment.
Education
High School Diploma
Skills
Leadership & Team Development
Hiring & Staff Training
Guest Experience Management
Hotel Operations
Financial Auditing
Scheduling & Labor Management
Account Resolution
Service Recovery
Accomplishments
- Recruited, hired, onboarded, and trained the entire opening front desk and valet team for Residence Inn Lincoln Downtown.
- Achieved the #1 Guest Service Score ranking among 900+ Residence Inn properties, demonstrating exceptional leadership and commitment to guest satisfaction.
- Served as Acting Assistant General Manager during management leave, overseeing daily hotel operations and supporting department leaders.
- Maintained front office audit scores of 92% or higher throughout tenure by enforcing operational standards and accountability.
- Successfully led front office operations while managing scheduling, staffing, guest relations, financial auditing, and account reconciliation.
- Developed and mentored team members, creating a service-focused culture that contributed to strong employee performance and guest satisfaction.
- Consistently resolved escalated guest concerns and complex account issues, strengthening guest loyalty and brand reputation.
- Recognized by leadership for operational excellence, dependability, and the ability to lead during periods of transition and growth.
- Progressed through Marriott properties from Front Desk Agent to Front Desk Supervisor and ultimately Front Desk Manager through strong performance and leadership.
- Demonstrated versatility by supporting multiple hotel departments, including front office operations, housekeeping support, financial administration, and property compliance functions.
Certification
- Food Handler Certification
- Alcohol Server/Seller Certification
- Marriott Brand Standards Training
- Front Office Operations & Guest Service Training
- Hospitality Safety & Compliance Training
Languages
Spanish
Native or Bilingual
Timeline
Front Desk Supervisor/Manager
Residence Inn Marriott
06.2025 - CurrentRead More
Front Desk Supervisor
Courtyard by Marriott
09.2023 - 06.2025Read More
Front Desk Agent
Fairfield Inn Marriott
08.2022 - 08.2023Read More
Crete High School
High School Diploma
Read More