Joe Torres
San Antonio,TX
Summary
During my 18 year journey in hospitality I've been fortunate to enhance my management skills, deliver exceptional customer service, build client relations and to guide my team through my experience and expertise. I have learned this industry presents numerous tasks and duties simultaneously which can lead to high stress situations. Being in these situations has allowed me to keep a level head, remain calm and share the importance of communication, teamwork, organization and dedication. I am highly self-motivated, a self-starter, a motivator and decision maker.
Overview
7
7
years of professional experience
Work History
Assistant Front Office Manager
The St. Anthony Hotel Luxury Collection
07.2021 - Current
- Oversaw front desk operations with eye for hotel reputation, staff productivity, and operational efficiency.
- Resolved guest issues with rooms or reservations with knowledgeable and friendly service.
- Motivated staff to increase BSA metrics within Marriott Standards.
- Prepared weekly employee work schedules to meet operational and budgeted needs.
- Facilitated new-hire staff training
- Facilitated staff training to help with empowerment leading to overall guest satisfaction.
Task Force Front Office Manager
Independent Contractor
09.2020 - 07.2021
- Provide leadership support for various hotels and brands.
- Assist in training and help to develop current hotel staff on how to better facilitate day to day operations.
- Successfully help in converting 3 Marriott hotels to Sonesta Hotel Brands.
- Collaborate with management in helping restructure daily checklist to better their needs and staff.
Front Office Manager
Hotel Contessa
07.2019 - 10.2020
- Supervise and oversee all Front office staff for a 265 room 4 Diamond Property on the riverwalk.
- Implemented weekly training in regards to aggressive hospitality to ensure the needs of our guests and hotel are exceeded.
- Hired and trained new employees, demonstrating best methods for serving clients and guests.
- Managed day-to-day operations of hotel scheduling staff and overseeing budgets.
- Reviewed guest feedback and promptly resolved complaints.
- Established and upheld high standards, promoting great customer service and assistance to guests.
Task Force Front Office Manager
Independent Contractor
09.2018 - 07.2019
- Ensure appropriate hotel brand standards and goals are met.
- Provide immediate hotel front office support for hotels in need of staff training, development and leadership.
- Proactively balance room inventory to maximize hotel profitability and ensure guests requests are met to the best of availability.
Front Office Manager
Marriott Plaza San Antonio
01.2018 - 09.2018
- Identified, hired and trained highly-qualified staff by teaching best practices, procedures, and standards.
- Responsible for responding to GSS alerts, online reviews and resolve any alerts created in GXP by Marriott CEC.
- Increased overall Intent to recommend, Arrival Experience and Elite Appreciation scores month over month.
- Responsible for progressive disciplinary action, interviewing and new-hire onboarding.
Front Office Supervisor
Hilton Palacio del Rio
05.2016 - 01.2018
- Resolve any guest concerns that may arise either prior, during or post guests stay.
- Closely work with HR to ensure Front Office & Guest Services were up to date with Hilton University Training.
- Acted as PM and Overnight MOD
- Worked with FOM in creating a rooms control position and cross-train associate to monitor availability and guests requests to maximize occupancy
- Review all daily shift reports, review daily in-house guests ensuring credit is established
- Worked closely with accounting regarding group billing and proper adjustment codes were used.
Education
Certification Hotel Management - Hospitality And Tourism
Certification Hotel Operations - Hotel Management
Skills
- Building Staff Morale
- Customer Service Expertise
- Attentive Service
- Problem Resolution
- Employee Development
- Guest Experiences
- Knowledgeable in various PMS systems, FOSSE, FSPMS, OnQ, OPERA, MAESTRO, LIGHTSPEED
- Employee Performance Reviews
Timeline
Assistant Front Office Manager - The St. Anthony Hotel Luxury Collection
07.2021 - Current
Task Force Front Office Manager - Independent Contractor
09.2020 - 07.2021
Front Office Manager - Hotel Contessa
07.2019 - 10.2020
Task Force Front Office Manager - Independent Contractor
09.2018 - 07.2019
Front Office Manager - Marriott Plaza San Antonio
01.2018 - 09.2018
Front Office Supervisor - Hilton Palacio del Rio
05.2016 - 01.2018
San Diego Mesa College - Certification Hotel Management, Hospitality And Tourism
Kent State University - Certification Hotel Operations, Hotel Management
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