ALEXANDER DIAZ QUINONEZ
Norcross,GA - Georgia
Summary
Versatile Front Desk Supervisor adept at managing guest expectations, hotel reputation and business needs. Effective multitasker and clear communicator with 3 years in hospitality industry. Experience managing front desk team of guest service specialists. Proficient in assisting guests with reservations, valuables and baggage. Easily adaptable to high-pressure, dynamic situations. Meticulous Executive Housekeeper using [5] years in hospitality industry to maintain highest standards of cleanliness and staff efficiency. Additional skills include time management, employee follow up, and motivation as well as providing excellent customer service through highly-organized services.
Overview
3
3
years of professional experience
5
5
years of post-secondary education
2
2
Languages
Work History
Executive Housekeeping Manager
Even Hotel
04.2023 - Current
- Participated in and organized regular safety training initiatives to maintain cleaning staff that was cautious around cleaning supplies and highly professional.
- Maintained excellent relationship with cleaning staff while merging lines of communication with front desk employees to achieve timely execution of cleaning duties.
- Consistently responded to cleaning emergencies on behalf of guests with speed, ease and confidentiality.
- Maintained required records of work hours, budgets and payrolls.
- Established and enforced safety protocols and guidelines for staff.
- Developed and maintained comprehensive inventory system to track equipment and supplies.
- Scheduled and prioritized tasks to staff, overseeing work completion.
- Supervised team of housekeeping and janitorial workers to meet highest quality of cleanliness and safety standards.
- Completed financial tasks by estimating costs and preparing and managing budgets.
- Implemented daily, weekly and monthly cleaning routines for staff to follow.
- Monitored staff performance and provided feedback to drive productivity.
- Evaluated employee performance and recommended promotions, transfers and dismissals.
- Recommended or arranged for painting, repair work, renovations and replacement of furnishings and equipment.
- Streamlined weekly cleaning schedule for [16] employees.
- Maintained excellent relationship with cleaning staff while merging lines of communication with front desk employees to achieve timely execution of cleaning duties
- Participated in and organized regular safety training initiatives to maintain cleaning staff that was cautious around cleaning supplies and highly professional
- Disposed of trash and recyclables each day to avoid waste buildup
- Kept building entryway glass clean and polished for professional presentation
- Consistently responded to cleaning emergencies on behalf of guests with speed, ease and confidentiality
- Inspected facility cleaning and maintenance to prevent mistakes and maintain quality service
- Drove continuous commitment to product quality and safety, reducing downtime and overtime with effective budgeting and assignation of talents as well as resources
- Scheduled and prioritized tasks to staff, overseeing work completion
- Developed and maintained comprehensive inventory system to track equipment and supplies
- Motivated cleaning staff with several weekly incentives for maintaining high standards of safety regulations and completing duties quickly
Front Desk Supervisor
Hyatt Place
03.2022 - 08.2023
- Responded to telephone, email and in-person inquiries regarding reservations, hotel information and guest concerns
- Attended staff meetings and brought issues to attention of upper management
- Handled tasks and responsibilities for front office employees during periods of understaffing
- Prepared weekly employee work schedules to meet operational needs
- Kept accounts in balance and ran daily reports to verify totals
- Contacted housekeeping staff and maintenance department to resolve issues with guest rooms
- Managed over 10 employees.
- Manage over 50 calls per day.
- Collected room deposits, fees, and payments
- Oversaw front desk operations with eye for hotel reputation, staff productivity, and operational efficiency
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel
- Collaborated with team members to handle guest requirements from check-in through check-out
- Resolved guest issues with rooms or reservations with knowledgeable and friendly service
- Maintained transaction security by verifying payment cards against identification
- Followed company security and check-in policies and procedures and reported suspicious activity to supervisor
- Controlled cash and credit card payment transactions at front desk to successfully reduce errors
- Resolved guest complaints by addressing issues with rooms promptly
- Checked guests in out of hotel, made reservations, and processed payments
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process
- Created monthly meetings for cashiers and membership desk associates
- Entered and updated sensitive customer information during check-ins and room changes
- Stored guest valuables in safe and individual boxes for security
- Scheduled and assigned daily work and activities for team members
- Built talented team through hiring and training new associates
- Introduced customers to resort amenities with pleasant and helpful demeanor
Housekeeping Supervisor
Hyatt Place
01.2022 - 06.2022
- Increased employee performance through effective supervision and training.
- Evaluated employee performance and developed improvement plans.
- Trained and mentored all new personnel to maximize quality of service and performance.
- Assigned housekeeping staff to specific shifts and room blocks based on abilities and daily requirements.
- Worked with front desk to respond promptly to all guest requests.
- Adhered to safety protocols by enforcing proper equipment usage.
- Communicated repair needs to maintenance staff.
- Conducted regular room inspections to verify compliance with housekeeping standards.
- Developed and maintained comprehensive inventory system to track equipment and supplies.
- Monitored staff performance and provided feedback to drive productivity.
- Established and enforced safety protocols and guidelines for staff.
- Trained and mentored new staff on cleaning and safety protocols.
- Supervised team of housekeeping and janitorial workers to meet highest quality of cleanliness and safety standards.
- Coordinated with outside vendors to provide supplies and equipment for staff.
- Prepared and submitted reports to demonstrate staff productivity and areas of improvement.
Assistant Front Desk Manager
Hyatt Place
02.2022 - 05.2022
- Delivered top-notch administrative support to office staff, promoting excellence in office operations.
- Sorted, opened, and routed mail and deliveries to meet business requirements.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Received, screened and routed incoming calls.
- Answered customer telephone calls promptly and appropriately handled needs.
- Identified communication channels to set roadmap to distribute information.
- Used internal software to process reservations, check-ins and check-outs.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Acquired in-depth knowledge of surrounding area to offer guests with information about dining options, entertainment, and shopping activities.
- Issued room keys to guests upon check-in and answered questions regarding proper use.
- Manage over 70 calls per day.
Front Desk Clerk
Residence Inn Marriott
07.2021 - 01.2022
- Collected room deposits, fees, and payments.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Answered multi-line phone system and transferred callers to appropriate department or staff member.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Contacted housekeeping staff and maintenance department to resolve issues with guest rooms.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Managed over 50 calls per day.
- Used internal software to process reservations, check-ins and check-outs
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process
- Answered multi-line phone system and transferred callers to appropriate department or staff member
- Collected room deposits, fees, and payments
- Contacted housekeeping staff and maintenance department to resolve issues with guest rooms
- Maintained transaction security by verifying payment cards against identification
- Introduced customers to resort amenities with pleasant and helpful demeanor
- Confirmed important personal and payment information for compliance with security and payment card industry standards
- Entered and updated sensitive customer information during check-ins and room changes
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel
- Stored guest valuables in safe and individual boxes for security
- Liaised with housekeeping and maintenance staff to address requests and complaints made by guests
Education
GED -
Liberty University- Online
Lynchburg, VA 08.2022 - Current
High School Diploma -
Centennial High School
Roswell, GA 08.2012 - 05.2016
Skills
Check-in and check-out procedures
Problem-solving skills
Complaint management
Inventory oversight
Staff Management
Bookkeeping
Credit and cash payments
Guest services
Reception expertise
VIP guest relations
Scheduling Proficiency
Task Delegation
Health and Safety Compliance
Time Management Expert
Inventory Control
Staff Training and Development
Timeline
Executive Housekeeping Manager
Even Hotel
04.2023 - Current
GED -
Liberty University- Online
08.2022 - Current
Front Desk Supervisor
Hyatt Place
03.2022 - 08.2023
Assistant Front Desk Manager
Hyatt Place
02.2022 - 05.2022
Housekeeping Supervisor
Hyatt Place
01.2022 - 06.2022
Front Desk Clerk
Residence Inn Marriott
07.2021 - 01.2022
High School Diploma -
Centennial High School
08.2012 - 05.2016