Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Franck Guerra

Houston

Summary

Dynamic Concierge Manager at GTC Amenities with strong leadership and exceptional communication skills. Proven track record in enhancing resident satisfaction and managing teams to deliver luxury service standards. Adept at property management and task delegation, consistently achieving high levels of customer service and operational efficiency.

Overview

6
6
years of professional experience

Work History

Concierge Manager

GTC Amentitties
04.2023 - Current
  • Coached, supported and developed team with goal of continuous growth and skill improvement.
  • Enhanced guest satisfaction by promptly addressing inquiries and providing personalized recommendations.
  • Conducted competitive research to understand best practices and potential differentiators.
  • Resolved resident complaints with diplomacy and professionalism to maintain positive brand reputation.
  • Managed concierge team, ensuring consistent delivery of exceptional customer service.
  • Personalized concierge service for each leased resident.
  • Went above and beyond in assisting resident with tasks not required by concierge team to complete.
  • Managed issues within concierge team to find a resolve that left involved parties better than before.
  • Daily communication with team members to ensure knowledge of ongoing events and resident complaints.

Security Officer

United Protective Services
02.2023 - 04.2023
  • Greeted guests professionally and courteously to cultivate welcoming atmosphere while making safety top priority.
  • Acted quickly during emergency situations to reduce opportunity for damage and injury.
  • Patrolled and monitored premises in company vehicle, on bicycle, and by foot.
  • Provided excellent customer service while addressing visitor inquiries or concerns related to facility safety or access control procedures.
  • Prevented unauthorized access to facilities by enforcing strict entry protocols and verifying identification.
  • Maintained a safe environment for employees and visitors through continuous risk assessment and threat analysis.
  • Reported suspicious activities and persons to law enforcement.
  • Oversaw daily monitoring and patrolled buildings, grounds, and work sites.
  • Monitored and authorized entrance and departure of vehicles, cargo trucks, and visitors.
  • Wrote detailed reports on property damage, theft, presence of unauthorized persons and unusual incidences.

Package Handler Supervisor

FedEx
11.2021 - 12.2022
  • Collaborated with other department supervisors to optimize workflow processes across all shifts.
  • Reduced package damage rates through thorough employee training and adherence to safety protocols.
  • Implemented quality assurance checks, ensuring accurate order fulfillment and minimizing errors.
  • Coordinated daily team schedules for optimal staff utilization and improved productivity.
  • Managed shift operations, consistently meeting or exceeding performance targets for package handling efficiency.
  • Enhanced team efficiency by implementing streamlined package sorting and handling processes.
  • Prioritized workload distribution among the team to maximize overall productivity during peak hours of operation.
  • Removed jams and unblocked conveyor system to maintain flow of goods.
  • Verified correct labels and accurate shipping information on packages to avoid shipping to wrong addresses.
  • Used hand-held scanners and physical logs to accurately track item movements.
  • Followed verbal and written instructions to properly move and ship products.
  • Proved successful working within tight deadlines and a fast-paced environment.
  • Trained new staff on job duties, company policies, and safety procedures for rapid onboarding.
  • Supervised team of helpers, laborers and material movers to efficiently complete tasks.

Overnight Stocker

Joe V's Smart Shop
11.2019 - 12.2020
  • Maintained proper storage of overstock items, keeping backroom areas organized and accessible for future use.
  • Removed all boxes and related trash from sales floor and processed through compactors.
  • Enhanced store appearance for better customer experience through meticulous shelf stocking and arrangement.
  • Used dollies and pallet jacks to unload and organize merchandise from delivery trucks.
  • Collaborated with fellow team members, ensuring consistent communication and task distribution for a successful restocking process.
  • Assisted customers by finding items quickly to boost store satisfaction rates.
  • Consistently met or exceeded established stocking goals while maintaining accuracy in product placement throughout the store.
  • Provided excellent customer service when encountering early morning shoppers, answering questions, and offering assistance as needed.

Education

High School Diploma -

Willowridge High School
Houston, TX
05-2019

Skills

  • Exceptional communication
  • Property management
  • Task delegation
  • Luxury service standards
  • Personal assistance
  • Strong leadership
  • Teamwork and collaboration
  • Customer service

Languages

English
Native or Bilingual
Spanish
Professional Working

Timeline

Concierge Manager

GTC Amentitties
04.2023 - Current

Security Officer

United Protective Services
02.2023 - 04.2023

Package Handler Supervisor

FedEx
11.2021 - 12.2022

Overnight Stocker

Joe V's Smart Shop
11.2019 - 12.2020

High School Diploma -

Willowridge High School

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Franck Guerra