Cesar Zambrano
ORLANDO,Florida
Summary
Dynamic hospitality management professional with extensive experience in optimizing front office operations and enhancing guest satisfaction. Proven success in streamlining processes and fostering team collaboration to achieve exceptional results. Expertise in staff training, conflict resolution, and multitasking, along with a flexible approach to adapting to evolving needs. Committed to reliability and efficiency, ensuring seamless daily operations that elevate the guest experience.
Overview
9
9
years of professional experience
Work History
Dual Front Office Manager
HHM Hospitality
02.2025 - Current
- Supervised front office operations, ensuring exceptional guest experiences and adherence to company standards.
- Managed staff schedules, optimizing resource allocation to enhance operational efficiency.
- Implemented streamlined check-in/check-out processes, reducing wait times for guests.
- Developed and maintained strong relationships with clients, enhancing customer satisfaction and loyalty.
- Assisted in budget management, tracking expenses related to front office operations effectively.
- Resolved guest complaints professionally, maintaining positive relationships with customers for future business opportunities.
- Collaborated with store manager to develop targeted sales goals and strategies for the retail team.
- Developed and implemented strategic initiatives to drive organizational growth and performance improvement.
GUEST SERVICE AGENT
Drury Inn & Suites
03.2024 - 02.2025
- Customer service experience in a fast-paced hotel environment, including handling guest inquiries and complaints.
- Proficient in front desk operations, such as check-in, check-out, and room reservations.
- Skilled in effectively communicating with guests to ensure their needs are met and expectations are exceeded.
- Experience in providing concierge services and recommendations for local attractions and dining options.
- Strong attention to detail in maintaining accurate records and guest information in the hotel system.
- Ability to multitask and prioritize tasks to ensure smooth guest experiences and efficient operations.
- Training in handling cash transactions, processing payments, and balancing daily reports.
- Experience working collaboratively with other hotel staff to deliver exceptional service and create a positive guest experience.
GUEST SERVICE SUPERVISOR
HHM Hospitality
11.2022 - 03.2024
- Managed front desk operations, including check-ins, check-outs, and guest inquiries.
- Trained and supervised front desk staff on daily tasks and customer service standards.
- Resolved guest issues and complaints in a timely and professional manner.
- Maintained accurate records of guest interactions and transactions.
- Collaborated with other departments to ensure superior customer service and smooth operations.
- Assisted in recruitment, onboarding, and scheduling of front desk employees.
- Performed administrative tasks such as booking reservations, handling phone calls, and managing guest requests.
FRONT DESK AGENT
HHM Hospitality
10.2022 - 11.2022
- Greeted customers in a professional and friendly manner.
- Processed payments accurately and efficiently.
- Wrote and maintained incident reports, daily activity logs, and other documents as requested by management.
- Supervised daily operations of the hotel front desk in the manager’s absence.
- Collaborated with the internal team to prioritize and complete guest check-in and check-out and deliver amenities.
- Balanced accounts and conducted nightly audits to maintain PCI compliance and reporting standards.
- Reviewed accounts and charges with guests during check out process.
- Verified customer credit to establish payment method for accommodations.
GUEST SERVICE AGENT
Westgate Resorts
02.2022 - 09.2022
- Customer service experience in a fast-paced hotel environment, including handling guest inquiries and complaints.
- Proficient in front desk operations, such as check-in, check-out, and room reservations.
- Skilled in effectively communicating with guests to ensure their needs are met and expectations are exceeded.
- Experience in providing concierge services and recommendations for local attractions and dining options.
- Strong attention to detail in maintaining accurate records and guest information in the hotel system.
PLANT PRODUCTION SUPERVISOR
POLINTER
07.2017 - 12.2021
- Managed a team of 20+ production workers in a manufacturing facility.
- Implemented production plans to meet quality and quantity goals.
- Monitored production processes to ensure efficiency and compliance with safety regulations.
- Trained new employees on production procedures and equipment operation.
- Maintained inventory and ordered supplies as needed.
- Collaborated with the quality control team to address production issues and improve processes.
- Scheduled and coordinated production activities to meet deadlines.
- Implemented continuous improvement initiatives to optimize production performance.
PLANT OPERATOR
POLINTER
07.2016 - 07.2017
- Operated and maintained heavy machinery in a manufacturing plant.
- Ensured compliance with all safety and environmental regulations.
- Monitored and controlled process parameters to optimize plant performance.
- Performed routine maintenance and repairs on equipment.
- Troubleshooted and resolved equipment malfunctions in a timely manner.
- Maintained accurate records of daily production activities.
- Collaborated with team members to achieve production goals.
- Participated in continuous improvement initiatives to enhance plant efficiency.
Education
ASSOCIATE OF APPLIED SCIENCE - Engineering
UNEFA
Maracaibo, Venezuela07.2015
Skills
- Customer service
- Strategic issue analysis
- Proficient in conflict management
- Resilient in dynamic environments
- Proficient in OPERA software
- Proficient in LightSpeed
- Effective request handling
- Agilysys software proficiency
- Customer relations
- Proficient in bilingual communication
- Workflow optimization
- Experience with Workday system
LANGUAGES
English | Advanced
Espanol | Native
Timeline
Dual Front Office Manager
HHM Hospitality
02.2025 - Current
GUEST SERVICE AGENT
Drury Inn & Suites
03.2024 - 02.2025
GUEST SERVICE SUPERVISOR
HHM Hospitality
11.2022 - 03.2024
FRONT DESK AGENT
HHM Hospitality
10.2022 - 11.2022
GUEST SERVICE AGENT
Westgate Resorts
02.2022 - 09.2022
PLANT PRODUCTION SUPERVISOR
POLINTER
07.2017 - 12.2021
PLANT OPERATOR
POLINTER
07.2016 - 07.2017
ASSOCIATE OF APPLIED SCIENCE - Engineering
UNEFA
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