Gunnison Beresfors-Gonzalez
San Rafael,CA
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
6
6
years of professional experience
Work History
Guest Service Manager
Cavallo Point Lodge
Sausalito, CA
01.2022 - Current
- Reviewed daily bookings, preparing guest rooms prior to arrival.
- Attended to customer needs, responding to questions, complaints and escalations.
- Monitored staff training, scheduling and shift changes.
- Understood and implemented safety and emergency procedures.
- Hired and trained new employees, demonstrating best methods for serving clients and guests.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Responded to telephone, email, and in-person inquiries regarding reservations, hotel information and guest concerns.
- Resolved guest issues with rooms or reservations with knowledgeable and friendly service.
- Handled tasks and responsibilities for front office employees during periods of understaffing.
- Prepared weekly employee work schedules for team members.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Coordinated with room service, housekeeping, maintenance and security to meet all guest needs.
- Collaborated with team members to handle guest requirements from check-in through check-out.
- Provided services efficiently and with high level of accuracy.
- Held quarterly office meetings with staff to answer questions, resolve issues and keep employees informed of changes.
- Anticipated guests' needs and responded to requests within reasonable amount of time.
- Promoted local entertainment and sporting events and offered details to assist patrons.
- Motivated and rewarded employees to improve engagement.
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
- Carried out day-day-day duties accurately and efficiently.
Guest Service Supervisor
Cavallo Point
Sausalito, CALIFORNIA
07.2021 - 01.2022
- Trained junior team members in customer service strategies and property policies.
- Reviewed upcoming events and planned for expected challenges.
- Maintained high employee satisfaction and performance with hands-on and collaborative style.
- Set and managed policies for concierge services and guest relations.
- Coordinated arrivals and departures of VIPs.
- Kept up to date on hotel and local events, restaurant menu, occupancies, staff updates and VIP guests.
- Monitored reviews and social networking sites and feeds to respond to questions or complaints.
- Hired and trained new employees, demonstrating best methods for serving clients and guests.
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
- Created and delivered effective training materials and courses.
- Supervised team of 10 front desk agents and helped to resolve issues arising during shifts.
Curator
Cavallo Point
Sausalito, CA
11.2017 - 07.2021
- Took reservations over phone, in person and via computer for guests and provided confirmation information.
- Answered customer telephone calls promptly and appropriately handled needs.
- Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
- Collected room deposits, fees and payments.
- Used internal software to process reservations, check-ins and check-outs.
- Issued room keys to guests upon check-in and answered questions regarding proper use.
- Answered multi-line phone system and greeted callers enthusiastically.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Acquired in-depth knowledge of surrounding area to offer guests with information about dining options, entertainment and shopping activities.
- Liaised with housekeeping and maintenance staff to address requests and complaints made by guests.
- Created legendary memories with passion
- Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.
Line Server
Chipotle
San Rafael, CA
02.2017 - 08.2017
- Kept close eye on customers to quickly spot leaving guests and clear tables for future patrons.
- Transported dirty utensils, dishes and trays to kitchen to help team stay on top of cleaning.
- Collected trash, wiped up spills and removed trays to maintain fresh and clean customer areas.
- Maintained adequate levels of condiments and well-stocked drink stations to keep service flowing smoothly.
- Kept work and food areas pristine to meet presentation and food safety requirements.
- Cleaned and sanitized surfaces, tools, and equipment.
- Interacted with customers with a willing and cheerful attitude
Cashier/ Server/ Sandwhich Maker
Perrys Delicatessen
San Rafael, CA
03.2016 - 01.2017
- Operated cash register for cash, and credit card transactions with excellent accuracy levels.
- Worked flexible schedule and extra shifts to meet business needs.
- Restocked and organized merchandise in front lanes.
- Checked identification for proof-of-age for alcohol and tobacco sales.
- Performed cash, and card transactions to complete customer purchases.
- Organized freezers, refrigerators and storage rooms by receiving, recording and moving food and beverage supplies and products.
- Executed sandwich artistry duties with very low occurrence of errors.
- Trained team members to prepare sandwiches and other items according to instructions.
- Operated manual and electric appliances to peel, slice and trim food.
- Kept kitchen, counter and dining areas cleaned and sanitized.
Education
High School Diploma -
San Rafael Highschool
San Rafael, CA06.2017
Skills
- Determination and persistence
- Technical competency
- Communication skills
- Time management & organization
- Problem-solving skills
- Dependability
Timeline
Guest Service Manager
Cavallo Point Lodge
01.2022 - Current
Guest Service Supervisor
Cavallo Point
07.2021 - 01.2022
Curator
Cavallo Point
11.2017 - 07.2021
Line Server
Chipotle
02.2017 - 08.2017
Cashier/ Server/ Sandwhich Maker
Perrys Delicatessen
03.2016 - 01.2017
High School Diploma -
San Rafael Highschool
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