Abraham Gonzalez
Des Plaines,IL
Summary
Adaptable and courteous customer service professional with a strong focus on guest satisfaction and organizational goals. Highly attentive to guest needs and company expectations, adept at providing personalized service and fostering positive relationships with guests and colleagues. Skilled in answering inquiries, offering detailed information, and creating unique, memorable experiences for guests.
As a leader, I prioritize integrity, honesty, and teamwork to drive significant organizational accomplishments and ensure ultimate guest satisfaction. With a managerial approach centered on collaboration and accountability, I aim to inspire and motivate my team to exceed expectations and uphold the values of the company.
Overview
9
9
years of professional experience
Work History
Assistant General Manager
Holiday Inn Express Hotel
, IL
05.2024 - Current
- Helped manage daily operations of the hotel, including scheduling and supervising staff.
- Assisted Gm and sales in areas as needed
- Helped oversee all hotel departments
- Prepared weekly schedules for staff members based on their availability.
- Supply and food orders
- Communicated regularly with suppliers regarding product delivery, pricing information.
- Ensured that customer service standards were met or exceeded at all times.
- Ensured compliance with company policies, procedures, and regulations.
- Resolved customer complaints in a timely manner while maintaining a professional demeanor.
- Assisted in the recruitment process by conducting interviews with prospective candidates.
- Operations meetings
- Service recovery
- IHG case complaints disputes
- Onboarding
- Opera Pms full service 5.6.16.4
- inventory
- invoices
- PNL
- Budget
- Validate and correct timecards
- Paylocity
- Quore
- Kipsu
- Heartbeat
- M3
- Revenue calls
- Chargebacks
- Inspected rooms
- Helped implement new polices
- Performed administrative tasks such as filing paperwork, preparing documents.
- Provided training, guidance, and support to staff members on proper procedures and policies.
- Managed hotel cash intake and prepared bank deposits.
- Payroll budgeting
- Manage online job ads
- Help lead with departmental meetings
- Other duties as needed and or requested by superiors.
Front Office Manager
Comfort Inn by Choice Hotels
, IL
07.2021 - 05.2024
- Supervised and conducted daily operations of hotel front desk in absence of managers.
- Provide feedback to managers about new hires progress, weaknesses and strengths. Strengthen areas of fd where needed.
- Provide constructive criticism when needed. *In a manner where it's uplifting and meant to help* I Believe in providing supportive feedback that helps us grow and improve together.
- Manage shuttle drivers, maintenance and housekeeping daily.
- Lead weekly team huddles for fd,drivers, maintenance and housekeeping.
- Train new team members in proper (SOP) duties and company policies.
- Train new drivers and front desk.
- Use Deloitte software to audit randomly selected rooms to keep up to brand standards daily with head housekeeper.
- Use Deloitte to ensure hotel is up to brand standards in order to prepare for yearly audit.
- Do daily reports and submit to operations.
- Upselling rooms and other packages to maximize revenue.
- Assist president of operations and assistant wherever needed.
- De-escalated problematic customer concerns, while maintaining calm and friendly demeanor.
- Documented conversations with customers to track special requests, problems and solutions.
- Regularly check messages from corporate in case of open complaints from guests that are looking for compensation and respond accordingly.
- File guest resolution forms to corporate after any guest issue big or small to avoid penalties.
- Supported sales team members to drive growth and development.
- Respond to any hotel reviews.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Made outbound calls to companies and guests to obtain new corporate accounts.
- Keep inventory of office, cleaning, breakfast, shuttle, supplies and parts.
- Put in order requests for hotel necessities and or physically going to the store to buy essential items we're low on.
- Make sure meeting spaces for groups are being cleaned and replenished.
- Manage 3rd party bookings, requests, reviews, cancellations, and inquires on extranet.
- Use discretion in cancellations, rebooking, future credit and or requests that normally go against policy. *gray area*
- Answered clients' questions and promptly addressed concerns.
- Collaborate with management to establish Unique and personalized interactions with guests.
- Strategize with coworkers to meet goals for the day.
- Choice advantage
- inflow
- Other duties as needed and or requested by superiors.
Shuttle Driver
Comfort Inn by Choice Hotels
, IL
06.2019 - 05.2024
- Greeted guests, helped customers enter and exit shuttle and loaded and unloaded luggage.
- shuttle large amounts of distressed guests from ORD safely and efficiently.
- Operated shuttle professionally, safely and interacted with passengers to foster pleasant rides.
- Performed pre-trip inspection and testing of van for mechanical problems prior to beginning scheduled shift.
- Followed schedules and routes to maintain punctual timely arrivals and departures.
- Helped elderly and disabled passengers board and exit bus.
- Maintained safe driving habits to protect property and general public on roadways.
Front Desk Agent
Comfort Inn by Choice Hotels
, IL
06.2019 - 07.2021
- Welcomed Guests to front desk and engaged in friendly and personalized conversations while conducting check-in process.
- Ensure payments are taken properly.
- Acknowledge guest tier status.
- Perform 1st, 2nd and 3rd shift SOP accordingly.
- Accommodate and brighten the day of large volumes of ORD distressed passengers everyday.
- Educated guests of hotel security features and offered details regarding safety processes and procedures.
- Promoted loyalty by signing customers up for rewards program, explained benefits and encouraged repeat stays through exceptional service.
- Emphasize hotel amenities and features.
- Answer high volume of calls daily.
- Arranged special accommodations for guests to achieve above and beyond satisfaction from guests.
- Refill water and coffee stations.
- Maintain hotel areas clean and presentable.
- Handle large amounts of cash and deposits.
- File guest Incident reports as needed.
- Dealt with guest emergencies according to standards.
Retail Sales Associate
Goodwill
Des Plaines, IL
11.2015 - 08.2017
- Ensure our store customers/donors have a smooth and hassle free experience.
- Price and value the items we received in production / Print tags and memorize all price codes.
- Adhered to company initiatives and achieved established goals.
- Assisted customers by asking open-ended questions to understand needs and suggest suitable merchandise.
- Followed company policies, rules and procedures to promote company goals and maintain safety.
- One of the main forklift operators.
- Main cashier during peak weekends.
Education
High School Diploma -
Maine West High School
Des Plaines, IL05.2018
Associate of Arts - Criminal Justice
Oakton Community College
Des Plaines, ILSkills
1 Leadership: Ability to lead and motivate a diverse team, setting clear expectations and fostering a positive work environment
2 Communication: Excellent verbal and written communication skills to effectively interact with staff, guests, and stakeholders
3 Customer focus: A strong commitment to providing outstanding customer service and ensuring guest satisfaction
4 Problem-solving: Strong analytical and problem-solving skills to address issues efficiently and find creative solutions
5 Adaptability: Flexibility to adapt to changing circumstances and handle unexpected situations with composure and professionalism
6 Organization: Exceptional organizational abilities to manage multiple tasks, prioritize responsibilities, and meet deadlines effectively
7 Attention to detail: Keen attention to detail to ensure high standards of cleanliness, presentation, and service
8 Financial budgeting: Understanding of financial principles and budget management to control costs and maximize revenue
9 Teamwork: A collaborative approach to work, promoting teamwork and cooperation among staff members
10 Integrity: Demonstrated integrity and ethical behavior in all interactions, maintaining confidentiality and upholding professional standards
11 Empathy: The ability to understand and empathize with the needs and concerns of both guests and staff, fostering a supportive and inclusive environment
12 Creativity: A knack for innovative thinking to develop unique guest experiences, promotions, and offerings that set the hotel apart
13 Conflict resolution: Strong conflict resolution skills to address disputes or disagreements among staff or guests calmly and effectively
14 Cultural awareness: Sensitivity and awareness of cultural differences to ensure all guests feel respected and valued
15 Time management: Effective time management skills to optimize productivity and ensure smooth operations in a fast-paced environment
16 Emotional intelligence: The ability to recognize and manage your own emotions, as well as those of others, to build strong relationships and resolve conflicts
17 Resilience: The capacity to bounce back from setbacks or challenges and maintain a positive attitude in demanding situations
18 Strategic thinking: The ability to think strategically and develop long-term plans and goals to drive the success of the hotel and Hospitality group
19 Innovation: A mindset that embraces innovation and continuous improvement, seeking out opportunities to enhance guest experiences and operational efficiency
20 Safety consciousness: A commitment to maintaining a safe and secure environment for both guests and staff, adhering to safety protocols, implementing measures to prevent accidents and preparing for emergencies
Languages
English
Native/ Bilingual
Spanish
Native/ Bilingual
References
References available upon request.
Timeline
Assistant General Manager
Holiday Inn Express Hotel
05.2024 - Current
Front Office Manager
Comfort Inn by Choice Hotels
07.2021 - 05.2024
Shuttle Driver
Comfort Inn by Choice Hotels
06.2019 - 05.2024
Front Desk Agent
Comfort Inn by Choice Hotels
06.2019 - 07.2021
Retail Sales Associate
Goodwill
11.2015 - 08.2017
High School Diploma -
Maine West High School
Associate of Arts - Criminal Justice
Oakton Community College
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