Johnny LaGuerra Jr.
Kissimmee
Summary
Motivated Customer Service Professional with over 16 years of experience delivering empathetic support and enhancing guest experiences. Achieved high levels of customer satisfaction through strong communication and effective problem-solving. Contributed as a reliable team player in fast-paced environments while managing guest services and cash handling.
Overview
16
16
years of professional experience
Work History
Front Desk Agent
Choice Hotels (Quality Inn)
Orlando
02.2021 - Current
- Greeted guests warmly, facilitating seamless check-in experiences.
- Managed reservations with property management software, optimizing booking accuracy.
- Responded promptly to guest inquiries and resolved issues effectively.
- Coordinated with housekeeping, ensuring timely room readiness for guest arrivals.
- Provided information on local attractions and hotel services to guests.
- Answered phones, responded to inquiries, and took messages.
- Generated daily reports detailing occupancy levels, revenue amounts.
- Assisted in processing payments and managing cash transactions accurately.
Owner Relations / Sports & Entertainment Marketing
Westgate Resorts
Orlando
06.2015 - 04.2020
- Managed daily operations of resort facilities and guest services.
- Oversaw staff training and development programs to enhance service quality.
- Coordinated marketing campaigns for resort amenities and events, increasing guest engagement.
- Cultivated vendor relationships to ensure reliable supply chain and enhance service delivery.
- Directed planning of special events, enriching guest experiences and fostering repeat visits.
- Maintained relationships with existing clients by providing superior customer service.
- Oversaw budgeting and financial management.
- Reviewed legal documents related to business operations.
Bell Person (Part Time)
The Walt Disney Company
Lake Buena Vista
09.2010 - 11.2017
- Welcomed guests upon arrival, ensuring a positive first impression of the resort.
- Managed luggage transportation to and from guest accommodations.
- Assisted with loading and unloading luggage onto shuttle buses for airport transfers.
- Coordinated with housekeeping to ensure rooms were ready for incoming guests, enhancing guest satisfaction.
- Provided information about resort amenities and services to visitors.
- Maintained cleanliness and organization of the bell desk area.
- Adhered strictly to company policies regarding proper handling of cash transactions at the front desk.
- Alerted appropriate personnel to emergency situations, facilitating prompt response and ensuring guest safety.
Education
High School Diploma -
Mid Florida Tech
Orlando, FL05-2005
Skills
- Front desk operations
- Guest services
- Payment processing
- Customer relationship management
- Report generation
- Property management
- Promotional activities
- Problem solving
- Effective communication
Languages
English
Professional
Spanish
Limited
Timeline
Front Desk Agent
Choice Hotels (Quality Inn)
02.2021 - Current
Owner Relations / Sports & Entertainment Marketing
Westgate Resorts
06.2015 - 04.2020
Bell Person (Part Time)
The Walt Disney Company
09.2010 - 11.2017
High School Diploma -
Mid Florida Tech