Summary
Overview
Work History
Education
Skills
Languages
References
Timeline
Generic

Anthony Cervantes

San Antonio,TX

Summary

Take-charge professional delivering executive support and team leadership to business operations. Dependable and detail-oriented to manage multiple tasks and priorities. Broad experience includes office management, accounting, accounts receivable, invoicing, dispatching, database management, vendor negotiations and contract management. Recognized for exemplary customer service and team collaboration.

Overview

15
15
years of professional experience

Work History

Customer Service Representative/Trainer

West Telemarketing
San Antonio, TX
04.2001 - 09.2009
  • Developed and implemented training programs for customer service representatives to ensure they were familiar with company policies, procedures, and products.
  • Conducted regular performance evaluations of customer service representatives to identify areas of improvement.
  • Created comprehensive instructional materials such as job aids, user manuals, and online courses to improve customer service operations.
  • Provided feedback and guidance to customer service representatives in order to enhance their skillsets and knowledge base.
  • Analyzed customer feedback data to develop strategies for improving the customer experience.
  • Collaborated with other departments within the organization to create a unified approach towards providing exceptional customer service.
  • Organized team building activities designed to promote collaboration among customer service teams.
  • Maintained up-to-date records of all employee training activities for future reference purposes.
  • Designed surveys and quizzes aimed at gauging comprehension levels among trainees.
  • Monitored call center metrics such as wait times, first-call resolution rates, and average handle time in order to measure effectiveness of training initiatives.
  • Identified common challenges faced by customer service representatives during interactions with customers and developed solutions accordingly.
  • Ensured that new hires receive adequate orientation regarding company culture and processes prior to beginning work duties.
  • Facilitated role plays between trainees which simulated real life scenarios involving difficult customers.
  • Assisted management in developing long-term plans for enhancing the quality of customer service provided.
  • Cultivated relationships with vendors who provide relevant training materials or services.

General Manager

Microtel Hotel
San Antonio, TX
09.2006 - 08.2009
  • Developed and implemented hotel policies and procedures.
  • Provided training to staff in customer service, safety, and other topics related to hospitality industry.
  • Assigned duties and monitored performance of all employees in the hotel.
  • Ensured that guests received prompt, courteous attention throughout their stay.
  • Maintained high standards of quality control, hygiene, health and safety.
  • Handled guest complaints professionally and efficiently.
  • Oversaw daily housekeeping operations to ensure cleanliness of guest rooms and public areas.
  • Created a positive work environment for staff by providing guidance, support, recognition and motivation.
  • Monitored inventory levels of supplies such as linen, amenities to ensure adequate availability of items at all times.
  • Managed budgeting processes including forecasting revenues and expenses for the hotel.
  • Negotiated contracts with vendors for services such as food supply or maintenance services.
  • Prepared reports on occupancy rates, revenue management and profitability metrics for senior management review.
  • Organized special events such as conferences or meetings in the hotel premises ensuring smooth running of activities according to plan.
  • Implemented marketing campaigns to promote the hotel's services and facilities among potential customers via print media or social media platforms.
  • Ensured compliance with local regulations related to health and safety standards or licensing laws.
  • Analyzed sales data from different channels and identified opportunities for improvement in terms of pricing strategies or promotions.
  • Developed strategic plans for increasing occupancy rates and improving overall profitability.
  • Conducted regular inspections of the property's interior and exterior areas to identify any maintenance issues requiring immediate attention.
  • Participated in industry events, conferences, trade shows to build relationships with key stakeholders within the hospitality sector.
  • Monitored customer feedback surveys and took appropriate action based on results.
  • Resolved conflicts between staff members or guests when necessary.
  • Inspected hotel rooms and public spaces to determine cleanliness and need for room updates.
  • Administered new hire paperwork and maintained employee files.
  • Coordinated weekly staff schedule to accommodate ongoing and seasonal needs of hotel.
  • Mentored new employees, demonstrating best methods for servicing clients and guests.
  • Managed labor and property expenses to achieve maximum flow-thru to bottom line.
  • Managed budget and expenditures, supplies and renovations and drove operations to meet sales and profit margins.
  • Made recommendations for salary and wage increases based on performance reviews.
  • Evaluated current and planned occupancy levels, seasonal trends and upcoming special events to determine room pricing and availability
  • Optimized room rates to gain maximum occupancy figures, improving revenue growth and increasing market share.
  • Established successful employee turnover and retention strategies to improve culture and boost employee experience and business outcomes.
  • Solicited feedback through questionnaires to evaluate levels of guest satisfaction.
  • Responded to and resolved guest issues or complaints.
  • Managed team of front desk agents, supervising personnel in issue resolution.
  • Delegated work to staff, setting priorities and goals.
  • Answered multi-line telephone with polite tone of voice to provide general information and answer inquiries.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Coached staff on strategies to enhance performance and improve customer relations.
  • Assisted guests at check-in, providing information on various services within hotel.
  • Answered customer inquiries and provided accurate information regarding products and services.
  • Provided excellent customer service to resolve customer complaints in a timely manner.
  • Gathered customer feedback through surveys and used the data to improve customer service.
  • Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
  • Maintained detailed records of customer interactions, transactions and comments for future reference.
  • Performed administrative tasks such as filing paperwork, updating databases and generating reports.
  • Resolved complex problems by working with other departments to provide solutions that meet customer needs.
  • Identified areas of improvement in customer service processes and suggested changes accordingly.
  • Developed strong relationships with customers by providing personalized assistance and support.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.

Front Desk Supervisor

Red Roof Inn & Suites Hotel
San Antonio, TX
01.2005 - 08.2006
  • Greeted and welcomed guests in a friendly, professional manner.
  • Monitored the front desk staff to ensure proper customer service was provided.
  • Provided support to guests with check-in and check-out procedures.
  • Assisted guests with inquiries and requests.
  • Resolved customer complaints promptly and efficiently.
  • Maintained up-to-date knowledge of hotel services, features and local attractions and activities.
  • Processed payments, cashiering duties and credit card transactions accurately.
  • Performed administrative tasks such as filing documents, answering phone calls and emails.
  • Coordinated room assignments by considering guest preferences and special requests whenever possible.
  • Ensured that all safety regulations were followed at all times.
  • Tracked inventory of supplies needed for the front desk area.
  • Reviewed daily reports on occupancy levels, rate of rooms sold and revenue totals.
  • Created weekly schedules for front desk staff according to business needs.
  • Developed training plans for new hires or existing employees needing additional instruction in certain areas.
  • Conducted regular performance evaluations of front desk staff members.
  • Supervised daily operations at the front desk including check-ins and checkouts, reservations.
  • Participated in meetings with other managers to discuss strategies for increasing profitability.
  • Provided guidance and mentorship to junior team members in order to help them develop their skills.
  • Mentored new staff on correct procedures, compliance requirements and performance strategies.
  • Managed customer complaints and rectified issues to complete satisfaction.
  • Managed guest check-in and check-out procedures, reservations and payments.
  • Corrected guest issues promptly with knowledgeable and friendly service.
  • Worked with room service, housekeeping, maintenance and security to meet all guest needs.
  • Handled payment processing and provided customers with receipts and proper bills and change.
  • Welcomed large volume of guests and improved overall customer service.
  • Facilitated successful front desk operations for high-volume hotel.

Night Auditor

La Quinta Inn & Suites
San Antonio, TX
05.2000 - 12.2004
  • Greeted arriving guests and checked them in to their rooms.
  • Processed guest check-outs, including payment processing and providing receipts.
  • Monitored hotel occupancy, rate availability, and special requests or needs of guests.
  • Compiled daily reports on hotel activity such as room occupancy, revenue totals, and other statistics.
  • Performed nightly audits of all cashiering staff by verifying accuracy of shift paperwork and balancing accounts.
  • Responded to customer inquiries regarding hotel services, reservations, directions.
  • Maintained a secure environment for the protection of guests' property and assets.
  • Assisted with the preparation of daily bank deposits for all departments within the hotel.
  • Ensured that all front desk personnel followed established procedures for guest check-in and check-out policies.
  • Verified that all charges posted were accurate prior to submitting final bills to guests.
  • Provided support to housekeeping staff by preparing keys for departing guests when requested.
  • Conducted security checks throughout the night to ensure safety of hotel premises and guests' belongings.
  • Completed end-of-day reconciliations of cash drawers and credit card transactions.
  • Reported any discrepancies immediately upon discovering them.
  • Prepared detailed audit reports at the end of each shift.
  • Received payments from customers via cash or credit cards.
  • Resolved customer issues quickly while maintaining a high level of professionalism.
  • Administered employee time records ensuring compliance with company policy.
  • Reviewed previous day's sales figures against current day's sales report before submitting it to management team.
  • Performed routine maintenance tasks around the lobby area such as cleaning up spills or debris after hours.
  • Handled night audit paperwork, verification of daily room occupancy and hotel revenue reviews.
  • Audited and balanced cash and credit transactions daily and reset register for next day's operations.
  • Managed late check-ins and provided information on hotel amenities, including dining establishments, spa hours and room service.
  • Checked auditing discrepancies by reconciling cash drop and credit card transactions.
  • Performed balance procedures for hotel accounts and resolved discrepancies.
  • Documented wake-up requests and set up automatic calls in system.
  • Maintained well-stocked and presentable complementary food and beverage station.
  • Applied mathematical skills to calculate totals, check figures, and correct problems with physical and digital files.
  • Assisted guests in locating amenities such as casino, gift shop, restaurants, fitness center, pool and spa.
  • Assessed data and information to check entries, calculations and billing codes for accuracy.
  • Attended mandatory meetings for hotel staff and brought issues to attention of upper management.

Education

Some College (No Degree) - General Studies

The University of Texas At Brownsville And Texas Southmost College
Brownsville, TX

Skills

  • Account Management
  • Team Leadership
  • Quality Management
  • Staff Supervision
  • Customer Relationship Management

Languages

Spanish
Professional
English
Professional

References

References available upon request.

Timeline

General Manager

Microtel Hotel
09.2006 - 08.2009

Front Desk Supervisor

Red Roof Inn & Suites Hotel
01.2005 - 08.2006

Customer Service Representative/Trainer

West Telemarketing
04.2001 - 09.2009

Night Auditor

La Quinta Inn & Suites
05.2000 - 12.2004

Some College (No Degree) - General Studies

The University of Texas At Brownsville And Texas Southmost College

Similar Profiles

CREATE PROFILE
Anthony Cervantes