Jacob Baltierra
Summary
Proactive team leader with experience supervising operations in fast-paced environments. Skilled in effective communication and guest relations by ensuring exceptional service and swift resolutions to challenges. Currently building upon these skills with a continued focus on higher education.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Guest Service Representative
Marriott
Beverly Hills
03.2025 - Current
- Assisted guests with check-in and check-out processes efficiently.
- Ensured compliance with safety and security protocols throughout the hotel.
- Handled payment processing and provided customers with receipts and billing, including descriptions related to international payments.
- Helped guests plan their stay by providing recommendations and information regarding the hotel and area.
- Maintained a high level of luxury service in all guest interactions.
- Performed various administrative tasks throughout the day, such as filing billing reports, maintaining accurate paper backups, interdepartmental communications and answering phone calls from guests.
- Handled customer complaints professionally and efficiently.
Hotel Concierge / Resort Runner
The Walt Disney Company
Walt Disney World Resort
06.2024 - 01.2025
- Provided guests with personalized recommendations for dining, entertainment, and attractions.
- Processed payments and refunds of varying denominations.
- Assisted guests plan their vacations through company technology including Application and electric Bands.
- Maintained extensive knowledge of Walt Disney World to answer questions.
- Hotel Runner duties included organize and deliver incoming packages to guest rooms, offices, and other hotels on Disney property.
- Assisted with many different jobs and projects around the resort.
Attractions Shift Lead
NBCUniversal
Universal Studios Hollywood
08.2023 - 01.2024
- Supervised a team of up to 25 members during shifts to ensure efficient operations.
- Monitored equipment performance and reported maintenance issues promptly.
- Communicated daily updates and challenges to management during shifts and shift changes.
- Performed administrative tasks, including operational reports, hourly counts, and maintenance requests.
- Answered guests' questions and assisted in de-escalating and problem-solving situations for guests.
Parade Support / Performer
The Walt Disney Company
Disneyland Resort
07.2019 - 01.2023
- Engaged audiences through interactive storytelling and improvisational skills.
- Adhered to safety protocols while performing in high-energy environments.
- Provided character meet-and-greet experiences for guests of all ages.
- Received feedback from supervisors to improve performance quality and engagement.
- Improved guest experiences by collaborating with entertainment team on production changes.
- Inspected equipment before use to ensure it was in working condition according to safety regulations.
- Conducted safety checks before, during, and after the parade to ensure everyone's safety.
Education
Associates Degree - Film Production
Santa Monica College
Santa Monica, CA06-2026
High School Diploma - Technical Theatre Major
Las Vegas Academy of the Arts
Las Vegas, NV05.2019
Skills
- Team leadership
- Technical production
- Customer service
- Conflict resolution
- Creative storytelling
- Time management
- Multitasking capacity
Awards
- Santa Monica College Dean’s List Member, 2023 - 2024
- Disney College Program Participant, 2024 - 2025
- Public Service NV Gratitude Award Recipient: Education, 2019
Certification
- OSHA 10 & 30
- Theater lighting technician
Timeline
Guest Service Representative
Marriott
03.2025 - Current
Hotel Concierge / Resort Runner
The Walt Disney Company
06.2024 - 01.2025
Attractions Shift Lead
NBCUniversal
08.2023 - 01.2024
Parade Support / Performer
The Walt Disney Company
07.2019 - 01.2023
Associates Degree - Film Production
Santa Monica College
High School Diploma - Technical Theatre Major
Las Vegas Academy of the Arts
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