Summary
Overview
Work History
Education
Skills
Languages
Affiliations
Timeline
Generic

George Gonzalez

Coral Gables,FL

Summary

Dynamic leader and skilled communicator with proven expertise in team coordination and hospitality services. At First Services Residential, spearheaded staff development and conflict resolution initiatives that enhanced customer service management. Bilingual in Spanish and English, adept at combining strong leadership with effective problem-solving to significantly improve resident and guest satisfaction, as well as operational efficiency. Experienced in the creation and execution of Standard Operating Procedures (SOP) at Fendi Chateau and Onda Residences.

Overview

2025
2025
years of professional experience

Work History

Front Desk Supervisor Onda Residences

First Services Residential
06.2024 - Current
  • Created and optimized employee schedules for shift coverage.
  • Discussed job performance problems with employees, identifying causes and issues to find solutions.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Reviewed daily reports
  • Guided employees in handling difficult or complex problems.
  • Provided support to guests.
  • Conducted regular performance evaluations of front desk staff members.
  • Developed work schedules according to budgets and workloads, covering priority tasks.
  • Maintained up-to-date knowledge of residential services, features, and local attractions and activities.
  • Reviewed employees' work to check adherence to quality standards and proper procedures.
  • Resolved conflicts between customers or staff members in a professional manner.
  • Provided administrative support to coworkers, taking on additional tasks during high-volume periods.
  • Tracked inventory of supplies needed for the front desk area.
  • Assisted guests with inquiries and requests.
  • Trained employees on best practices and protocols while managing teams to maintain optimal productivity.
  • Developed policies and procedures related to front desk operations.
  • Corrected guest issues promptly with knowledgeable and friendly service.
  • Managed tasks and responsibilities for front office employees when the team was understaffed.
  • Recruited, interviewed and selected employees to fill vacant roles.
  • Monitored staff performance and provided feedback when necessary.
  • Resolved customer complaints promptly and efficiently.

Front Desk Supervisor Fendi Chateau

First Services Residential
04.2019 - Current
  • Supervise front desk staff and ensure that they provide excellent customer service
  • Monitor daily operations of the front desk
  • Train and coach front desk staff
  • Monitor staff performance
  • Resolve complaints
  • Make decisions and take action based on previous experience
  • Coordinate solutions quickly with the Staff
  • Welcome residents and guests with amazing and outstanding customer service and hospitality
  • Maintain a clean and organized front desk area
  • Register new guests with proper information (Picture, Phone number, etc)
  • Work closely with maintenance for resident requirement in units
  • Work closely with housekeeping to keep common areas clean
  • Receive calls and transfer call with proper phone etiquette
  • Make reports on certain situations with building
  • Register packages into system

Front Desk Area Specialist

First Service Residential
07.2017 - 03.2019
  • Assisted in vacation, sick time, leave of absence, and last-minute shift assistance coverage
  • Adhered to company policy in all assigned Properties
  • Maintained and kept work areas in a neat and safe manner
  • Responsible for checking the fire alarm panel to ensure that it is in normal status
  • Reported any indicated troubles in writing to the Property Manager immediately
  • Responded to emergency situations in a timely and efficient manner within two hours of notification
  • Reported all issues to The Director of Operations/Front Desk Coordinator

Front Desk Area Specialist

Double Tree by Hilton
01.2017 - 06.2017
  • Ensured that guests are greeted, checked in and allocated rooms promptly and courteously
  • Acted as Manager on Duty when required to ensure maximum security in all areas are under control
  • Managed and motivated the Front Office team in order to provide a high standard of service for customers
  • Ensured accurate and timeliness submission of all reports and administrative work
  • Participated in the selection of front office personnel, schedule the front office staff, and evaluated the job performance of each front office employee

Bellman

Riviera Hotel Suites South Beach
Miami, FL
10.2014 - 12.2016
  • Responsible to the needs of arriving and departing guests
  • Greeted and assisted guests with baggage and package handling
  • Answered inquiries pertaining to hotel services; registration of guests; and shopping, dining, entertainment, and travel directions
  • Maintained equipment in working condition and reported any maintenance issue for repair
  • Resolved and followed-up on all complaints/issues
  • Followed safety procedures and maintained a safe work environment
  • Performs other tasks as assigned

Program Knowledge

First Service Residental
  • Connect
  • Vertilinc
  • Building Link.
  • IVMS 4200 Cameras
  • Workstation
  • Microsoft Excel.
  • Microsoft Office
  • Microsoft Word.
  • Outlook
  • Creston
  • Sonos
  • DSX Software Solutions.
  • Salto Space.

Education

High School Diploma -

Miami Coral Park Senior High School
Miami, FL
06.2014

Skills

  • Leadership
  • Verbal communication
  • Coordination
  • Team Schedule Management
  • Management of personnel resources
  • Team Lead
  • Teamwork
  • Hospitality services
  • System updates
  • Fluent in Spanish and English
  • Flexibility
  • Initiative, Self-Motivation
  • Time Management
  • Ability to Solve Problems
  • Management skills
  • Computing Skills
  • Self Awareness
  • Independence
  • Resident relations
  • Compliance monitoring
  • Customer service management
  • Listening skills
  • File management
  • Staff training and development
  • Strong leadership
  • Conflict management
  • Staff supervision
  • Task delegation
  • Guest safety
  • Decision making aptitude
  • Training and mentoring
  • Staff development

Languages

  • Spanish
  • English

Affiliations

  • Travel
  • Sports
  • Business

Timeline

Front Desk Supervisor Onda Residences

First Services Residential
06.2024 - Current

Front Desk Supervisor Fendi Chateau

First Services Residential
04.2019 - Current

Front Desk Area Specialist

First Service Residential
07.2017 - 03.2019

Front Desk Area Specialist

Double Tree by Hilton
01.2017 - 06.2017

Bellman

Riviera Hotel Suites South Beach
10.2014 - 12.2016

Program Knowledge

First Service Residental

High School Diploma -

Miami Coral Park Senior High School

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George Gonzalez