JEAN JAQUEZ
Jersey City,NJ
Summary
Friendly guest service professional closing in on 5 years of superior service in hospitality industry. Strong hospitality knowledge and drive for cultivating guest loyalty. Proven success in Guest Service Agent and Front Office Supervisor roles with training in OPERA, ONQ & PEP PMS.
Overview
1
1
Certification
6
6
years of professional experience
Work History
Guest Service Agent
Hilton Garden Inn Midtown Park Ave
New York
03.2024 - Current
- Supervised Front Office department operations to ensure smooth daily functions.
- Trained new front office staff, ensuring thorough understanding of hotel policies and procedures.
- Resolved chargebacks and guest reviews to enhance guest satisfaction.
- Organized board for Housekeepers and supervised room inspections for quality assurance.
- IHG Hotels & Resorts Front Office Manager Certificate.
Front Office Supervisor
Holiday Inn Express at Sunset Park
Brooklyn, NY
11.2021 - 03.2024
- Supervised front office operations ensuring seamless guest check-in and check-out processes.
- Managed reservations system, optimizing room occupancy and guest satisfaction rates.
- Trained and mentored staff on customer service excellence and hotel policies.
- Addressed guest inquiries and resolved issues promptly to enhance overall experience.
- Developed training materials promoting best practices in hospitality management for new hires.
Admin QA
FedEx Ground
Queens, NY
11.2020 - 12.2021
- Oversaw linehaul operations and managed records to maintain compliance and quality assurance.
- Resolved issues with damaged and incorrectly addressed packages to minimize delivery disruptions.
- Locating or tracking any missed packages so they can be delivered
- In charge of helping manage the delivery line with (20+ delivery trucks).
- Executed clerical and administrative tasks to support smooth hub and station operations.
- Worked effectively in fast-paced environments.
Education
High School Diploma - Computer Engineering
International HS At Union Square
New York1 year of College - Computer Engineering
New York City College of Technology
Brooklyn, NYSkills
- Opera PMS
- ONQ / PEP PMS
- Inquiry resolution
- Customer service
- Multilingual support
- Adaptability in service
- Leadership skills
- Agent training
Certification
Fire life and safety director
Languages
Spanish
English
Timeline
Guest Service Agent
Hilton Garden Inn Midtown Park Ave
03.2024 - Current
Front Office Supervisor
Holiday Inn Express at Sunset Park
11.2021 - 03.2024
Admin QA
FedEx Ground
11.2020 - 12.2021
High School Diploma - Computer Engineering
International HS At Union Square
1 year of College - Computer Engineering
New York City College of Technology