Jose Gonzalez
Hospitality
Philadelphia,PA
Summary
Dynamic hotel professional with extensive experience at Marriott, excelling in guest relations and front desk operations. Proven ability to enhance customer satisfaction through effective complaint handling and relationship building. Skilled in staff training and adept at utilizing property management systems to streamline processes and improve efficiency. Committed to delivering exceptional guest experiences.
Overview
7
7
years of professional experience
Work History
Hotel Front Desk Supervisor
Marriott
Philadelphia, PA
03.2024 - Current
- Organized staff schedules according to anticipated occupancy levels, minimizing overtime costs while maintaining adequate staffing levels at all times.
- Collaborated with housekeeping and maintenance teams to ensure timely completion of tasks and room readiness.
- Maintained a professional and presentable front desk area, ensuring guests were greeted with a clean and welcoming environment upon arrival.
- Streamlined check-in and check-out processes for increased efficiency and guest satisfaction.
- Enhanced guest satisfaction by managing front desk operations and providing exceptional customer service.
- Handled escalated guest complaints professionally, working towards resolution while maintaining composure under pressure.
- Resolved guest issues promptly, ensuring a positive experience for all hotel patrons.
- Developed strong relationships with repeat guests by anticipating their needs upon arrival and providing personalized service throughout their stay.
Front Desk Receptionist
Mint House
Philadelphia, PA
01.2023 - 03.2024
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
- Scheduled, coordinated and confirmed appointments and meetings.
- Delivered outstanding first impressions by warmly greeting visitors upon arrival at the front desk.
- Managed high-volume phone calls, directing inquiries to appropriate personnel for prompt resolution.
- Collected room deposits, fees, and payments.
- Enhanced customer satisfaction by providing efficient and professional front desk services.
- Supported administrative tasks such as filing, data entry, and document preparation for more efficient office workflow.
- Handled sensitive customer information with confidentiality, adhering to company privacy guidelines.
- Developed strong working relationships with team members, fostering a positive work environment.
Front Desk Assistant
Marriott International, Inc.
Philadelphia, PA
12.2019 - 12.2023
- Answered customer telephone calls promptly and appropriately handled needs.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Maintained a professional and welcoming front desk area, setting a positive first impression for guests.
- Facilitated smooth operations during peak times with effective multitasking skills, managing multiple guest interactions simultaneously.
- Maintained clean and organized front desk areas to uphold polished company image.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Enforced policies and procedures to increase efficiency.
- Trained new staff members in customer service techniques and hotel operations.
Freight Handler
Home Depot
Willow Grove, PA
04.2018 - 11.2019
- Loaded and unloaded trucks.
- Inspected freight for any damage or faults prior to loading.
- Collaborated closely with team members to complete tasks quickly and efficiently, boosting overall productivity.
- Operated pallet jacks and forklifts to unload freight containers of varying weight and size.
- Achieved rapid turnaround times for inbound shipments through swift unloading, sorting, and storage procedures.
- Verified and noted count and condition of cargo received.
Education
Diploma
Helms Academy Temple University
Philadelphia, PA06.2021
Skills
- Staff training and development
- Flexible schedule
- Cash handling expertise
- Complaint handling
- Policy enforcement
- Property management systems
- Guest relations management
- Reservation management
- Room availability
- Hotel industry experience
- Microsoft office
- Guest relations
- Professional appearance
- Customer service
- Front desk operations
- Multitasking Abilities
- Reliability
- Computer skills
- Team collaboration
- Team leadership
- Active listening
- Adaptability and flexibility
- Hotel operations
- Guest experiences
- Relationship building
- Work Planning and Prioritization
- Room inspections
- Front desk management
- Self motivation
- Interviewing and hiring
Languages
Spanish
Native or Bilingual
Timeline
Hotel Front Desk Supervisor
Marriott
03.2024 - Current
Front Desk Receptionist
Mint House
01.2023 - 03.2024
Front Desk Assistant
Marriott International, Inc.
12.2019 - 12.2023
Freight Handler
Home Depot
04.2018 - 11.2019
Diploma
Helms Academy Temple University