Edwin Jimenez
Summary
Proven leader in hospitality at Pacifica Hotels, adept in staff management and guest relations, enhancing customer loyalty and operational efficiency. Excelled in multitasking and decision-making, significantly improving guest satisfaction ratings. Skilled in employee supervision and exceptional communication, fostering a positive and results-driven team environment.
Overview
9
9
years of professional experience
Work History
Front Office Supervisor
Pacifica Hotels
06.2022 - 02.2024
- Trained new front office staff, ensuring thorough understanding of hotel policies and procedures.
- Developed strong relationships with repeat customers through personalized service and attention to detail in meeting their needs.
- Conducted regular performance evaluations for front office staff to foster professional growth and development opportunities.
- Promoted positive work environment by fostering teamwork among front office staff members.
- Enhanced guest satisfaction by efficiently managing front office operations and addressing customer concerns promptly.
- Dispersed petty cash to employees and collected and managed receipts.
Houseman
Pacifica Hotels
05.2015 - 06.2022
- Disposed of trash and recyclables each day to avoid waste buildup.
- Reported found guest articles and merchandise damage to managers on duty.
- Assisted in inventory management through timely restocking of housekeeping supplies and linens as needed.
- Gathered linen supplies and organized linen closets for prompt room restocking.
- Demonstrated strong attention to detail while conducting routine inspections of public areas for cleanliness and presentation standards.
- Completed multiple tasks effectively within tight deadlines, ensuring smooth hotel operations during peak hours.
- Delivered exceptional customer service through friendly interactions with guests while addressing their needs or concerns promptly.
- Enhanced guest satisfaction by maintaining clean and organized public areas, including lobbies and hallways.
- Contributed to a positive team environment by assisting housekeepers with heavy lifting when necessary.
- Ensured a welcoming atmosphere for guests with thorough cleaning of guest rooms, including vacuuming, dusting, and sanitizing surfaces.
- Collaborated closely with front desk staff to communicate room readiness statuses accurately, expediting turnover times for incoming guests.
- Minimized downtime due to unexpected maintenance issues by replacing light bulbs or unclogging drains proactively.
- Completed laundry services with special attention to care instructions for hand-washing and dry cleaning.
Front Desk Agent
Pacifica Hotels
05.2015 - 06.2022
- Collected room deposits, fees, and payments.
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
- Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
- Resolved guest issues promptly, resulting in positive feedback and return visits.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Utilized strong organizational skills to manage daily tasks efficiently while maintaining focus on delivering outstanding guest service experiences.
- Developed strong relationships with frequent guests for repeat business through personalized attention to their preferences.
- Handled incoming calls professionally, directing inquiries to appropriate personnel as needed.
- Increased customer loyalty with exceptional communication skills and personalized service.
- Used internal software to process reservations, check-ins and check-outs.
- Answered multi-line phone system and enthusiastically greeted callers.
- Responded swiftly to room requests and other inquiries made via establishment website, email, or phone.
- Demonstrated adaptability during unexpected challenges such as system outages or emergency situations while maintaining composure under pressure.
- Contributed to team success by consistently meeting or exceeding performance targets for guest satisfaction ratings and occupancy rates.
Education
High School Diploma -
Alexander Hamilton Senior High School
Los Angeles, CASkills
- Issue handling
- Shift Scheduling
- Staff Management
- Multitasking proficiency
- Decision-making capabilities
- Employee Supervision
- Guest Relations
- Customer Relations
- Hospitality services
- Exceptional communication
- Effective Multitasking
- Customer Service
Languages
Spanish
Native or Bilingual
Timeline
Front Office Supervisor
Pacifica Hotels
06.2022 - 02.2024
Houseman
Pacifica Hotels
05.2015 - 06.2022
Front Desk Agent
Pacifica Hotels
05.2015 - 06.2022
High School Diploma -
Alexander Hamilton Senior High School
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