Cynthia Gonzalez
Long Beach,CA
Summary
Results-driven and highly accomplished individual with a passion for delivering unparalleled hospitality. I thrive on delivering bespoke services tailored to the unique preferences of all guests.
Overview
6
6
years of professional experience
Work History
Assistant Front Office Manager
Regent Santa Monica Beach
Santa Monica, CA
03.2023 - 05.2025
- Created and developed Standard Operating Procedures for all departments within Front Office.
- Assisted with the transition from the prior company
- Knowledge and understanding of the Forbes Standards, underwent multiple Forbes Trainings
- Developed and implemented Front Office policies and procedures.
- Evaluated current and planned occupancy levels, seasonal trends and upcoming special events to determine room pricing and availability
- Expert in developing and training teams to deliver exceptional service, with a strong focus on anticipating guest needs and exceeding expectations
Guest Experience Manager
Loews Santa Monica
Santa Monica, CA
05.2022 - 03.2023
- Provided support with day-to-day operational issues related to guest services.
- Analyzed customer data to determine trends and opportunities for improved customer satisfaction.
- Provided guidance, support, and coaching to team members in order to improve their customer service skills.
- Developed and implemented customer service policies and procedures to ensure superior guest experience.
Catering Manager
Tacos El Yahualica Catering
Long Beach, CA
01.2021 - 02.2022
- Developed strategies to maximize customer satisfaction and increase sales in catering services.
- Assisted in setting up tables, chairs, decorations prior to a catered event.
- Gathered customer requirements and worked with catering team in implementing specifications.
- Checked with guests to get feedback on food served, resolve issues, bring additional items and refill beverages.
- Consistently maintained high levels of cleanliness, organization, storage and sanitation of food and beverage products to ensure quality.
Guest Service Manager
The Queen Mary
Long Beach, CA
10.2019 - 05.2020
- Greeted arriving guests to provide assistance and facilitate check-ins.
- Collaborated with other departments within the organization to ensure smooth functioning of operations.
- Assisted in the recruitment, training and management of Guest Service staff.
- Maintained smooth operations by correctly assigning rooms and coordinating guest check-ins and check-outs.
- Monitored customer service operations to ensure quality standards were met.
Skills
- Opera PMS
- Cash Handling Accuracy
- HotSOS- Hotel Service Optimization System
- Bilingual- English and Spanish
- Employee Management
- Microsoft Office Suite
Timeline
Assistant Front Office Manager
Regent Santa Monica Beach
03.2023 - 05.2025
Guest Experience Manager
Loews Santa Monica
05.2022 - 03.2023
Catering Manager
Tacos El Yahualica Catering
01.2021 - 02.2022
Guest Service Manager
The Queen Mary
10.2019 - 05.2020
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