Eric Torrez
Reno,Nevada
Summary
Guest Services professional with demonstrated success in optimizing policies, coordinating events and managing guest services operations. Well-versed in handling VIP guests and groups. Knowledgeable about customer preferences, industry standards and successful strategies for maintaining guest loyalty and building long-lasting relationships.
Overview
7
7
years of professional experience
Work History
Guest Services Supervisor
Olympic Village Resort - Wyndham Destinations
01.2018 - 12.2018
- Supported team members by offering constructive feedback and coaching as needed.
- Streamlined check-in and check-out processes for increased efficiency and reduced wait times.
- Resolved customer complaints swiftly, finding resolutions that maintained customer satisfaction.
- Collaborated closely with other departments to meet guest needs and provide best possible experience.
- Created and managed effective strategies for optimizing guest experiences and promoting loyalty.
Guest Services Manager
Kona Coast Resort - Wyndham Destinations
12.2018 - 03.2020
- Assisted with check-ins and check-outs during high traffic seasons to deliver excellent customer service.
- Reduced guest complaints by proactively resolving potential issues and maintaining open communication channels.
- Boosted revenue with strategic upselling of premium rooms, services, and amenities when appropriate.
- Developed and implemented strategies to improve guest experiences and build loyalty.
- Conducted regular performance evaluations of staff members to foster growth, development, and accountability in the workplace.
- Involved in controlling cost, labor hrs to help effectively meet budget guidelines.
- Enhanced internal communication by developing clear guidelines for interdepartmental collaboration related to guest requests or concerns.
- Supervised a team of front desk agents, ensuring adherence to policies, procedures, and top-notch customer service standards.
Guest Services Supervisor
Best Western Hotel
01.2014 - 01.2018
- Handled supply purchases and inventory management for office operations and equipment maintenance.
- Resolved customer complaints swiftly, finding resolutions that maintained customer satisfaction.
- Enhanced guest satisfaction by promptly addressing concerns and providing personalized solutions.
- Assisted guests with arranging transportation services or booking local attractions during their stay at the hotel.
- Initiated the use of guest feedback surveys to identify areas for improvement and implement changes accordingly.
- Reviewed upcoming events and planned for expected challenges.
Front Office Manager
Hali’ Kai At Waikoloa
03.2020 - 02.2021
- Monitored financial transactions at the front desk, ensuring accurate billing procedures and minimizing discrepancies.
- Created weekly schedules for front office staff members to ensure appropriate coverage during peak hours or high demand periods.
- Reconciled end-of-day reports to determine accurate billing and payment processing.
- Resolved guest complaints professionally, maintaining positive relationships with customers for future business opportunities.
- Conducted regular staff evaluations, providing constructive feedback and identifying opportunities for professional growth.
- Coached employees through day-to-day work and complex problems.
- Managed daily room inventory to maximize occupancy rates and revenue generation.
Education
Associate of Applied Science - Maritime Transportation
San Jacinto College
La Porte, TXMarine Transportation
Southern California Merchant Marine
Seattle, WASkills
- Time Management
- Complaint resolution
- Active Listening
- Optimizing team performance
- Customer relationship management
- Multitasking proficiency
- Customer service abilities
- Decision-making capabilities
- Customer Satisfaction
- Team Management
- Sales and Upselling
- Brand representation
- Business Forecasting
- Shift Scheduling
- Improving processes
Timeline
Front Office Manager
Hali’ Kai At Waikoloa
03.2020 - 02.2021
Guest Services Manager
Kona Coast Resort - Wyndham Destinations
12.2018 - 03.2020
Guest Services Supervisor
Olympic Village Resort - Wyndham Destinations
01.2018 - 12.2018
Guest Services Supervisor
Best Western Hotel
01.2014 - 01.2018
Associate of Applied Science - Maritime Transportation
San Jacinto College
Marine Transportation
Southern California Merchant Marine
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