Jonathan Gonzalez Mendez
Brussels
Summary
Hospitality professional with keen eye for operational excellence and guest satisfaction. Proven ability to streamline front office processes and elevate customer service standards. Team-oriented with strong focus on collaboration and adaptability, ensuring seamless coordination and positive outcomes. Skilled in conflict resolution and staff supervision. Demonstrated leadership and communication skills in coordinating team efforts and resolving guest concerns.
Overview
10
10
years of professional experience
Work History
Assistant Front Office Manager
NH Collection Brussels Centre
Brussels, Belgium
07.2021 - 04.2026
- Leading and managing all sections of The Front Office Department in order to ensure the highest standards.
- Developed training programs for new staff, enhancing team performance and service standards.
- Implemented process improvements, streamlining check-in/check-out procedures for increased guest satisfaction.
- Managed scheduling and staffing for front office team, optimizing resource allocation and coverage.
- Evaluated guest feedback, addressing concerns to foster positive experiences and loyalty.
- Collaborated with other departments to coordinate special events and VIP services seamlessly.
- Assisted in the recruitment process for front office staff, ensuring a strong team of well-trained employees.
- Led initiatives to enhance communication among staff, improving overall workflow and collaboration.
- Monitored inventory levels of front office supplies, ensuring availability while minimizing costs.
- Balanced daily cash transactions, accurately maintaining financial records for the front office department.
- Managed room inventory to optimize revenue opportunities during high-demand periods.
- Collaborated with housekeeping and maintenance departments to ensure room availability and quality standards.
- Oversaw group reservations, working closely with event planners and sales teams to accommodate special requests as needed.
- Ensured accurate billing procedures were followed consistently by front desk staff members.
- Maintained confidentiality of sensitive information pertaining to guests, employees, or hotel operations.
- Improved team performance by providing regular training on customer service techniques and hotel policies.
- Encouraged and mentored employees to boost performance and remove process inefficiencies.
Housekeeping Supervisor
NH GRAND HOTEL KRASNAPOLSKY
Amsterdam, The Netherlands
10.2019 - 03.2020
- Working directly with the HK Manager and supervisors.
- Team Management.
- Room checks and daily VIP list.
- Supervised daily housekeeping operations, ensuring adherence to quality standards and efficient workflow.
- Conducted routine inspections of guest rooms and public areas, maintaining high cleanliness standards.
- Coordinated schedules for housekeeping staff, balancing workload to meet peak demand periods effectively.
- Communicated repair needs to maintenance staff.
- Worked with front desk to respond promptly to all guest requests.
- Ensured timely completion of daily tasks, leading to an increase in positive guest feedback regarding room cleanliness.
Reception and Maintenance Trainee
Eurostar Exe Hotel Klee Berlin
Berlin, Germany
11.2018 - 02.2019
- Daily task in reception department.
- SAP.
- Customer support.
- Check in/out.
- Working shifts (including night).
- Verification and listing rooms at the level of technical problems for the control of the Technical Manager.
Marketing and Online Sales Trainee
Iberostar Playa Paraiso
Playa Del Carmen, Mexico
02.2018 - 06.2018
- Working directly in the Marketing department, developing programs and on Iberostar APP at America level.
- Website updates and offline marketing.
- Brand Manager assistant task.
- Assisted in executing promotional campaigns to drive sales and enhance customer engagement.
- Collaborated with team members to optimize inventory management and ensure product availability.
- Managed multiple projects simultaneously under tight deadlines while maintaining attention to detail.
Animation and Public Relations Trainee
R2 Pajara Beach
Costa Calma, Fuerteventura, Spain
06.2016 - 08.2016
- Communication skills in different languages such as English, Spanish, Italian, French, German.
- Availability to work in different shifts from 09h00 am to 23h00.
- Collaborated with staff to ensure compliance with safety protocols and operational standards.
- Assisted in daily operations, supporting team with routine tasks and maintaining workflow efficiency.
- Enhanced customer service experiences by addressing inquiries and resolving issues promptly.
- Led initiatives to improve guest satisfaction through proactive engagement and feedback collection.
Education
SAP Lumira Financial Analysis SAP Financial -
Iriarte University College of Tourism
Tenerife, Canary, Spain2017
ORACLE Hospitality Opera Oracle -
Iriarte University College of Tourism
Tenerife, Canary, Spain2017
Bachelor's Degree - Tourism Tourism
Iriarte University College of Tourism
Tenerife, Canary, Spain09.2018
Bachelor's Degree - Tourism (Eramus) Tourism
Universitá degli Studi del Molise
Italy07.2017
High -
La Salle San Ildefonso - Tenerife
Canary06.2013
Skills
- Staff supervision
- Customer relations
- Administrative skills
- Team management
- Oral and writing communication
- Training and coaching
- Financial Analysis
- Complaint resolution
- Customer service
- Front desk operations
- Staff training and development
- Employee supervision
- Operations management
- Complaint handling
- Reservation handling
- Staff management
- Issue handling
- Workflow optimization
- Communication management
- Sales support
- Guest relations management
- Lost and found procedures
- Concierge services
- Revenue management
- Room assignment coordination
- Guest check-in and out procedures
- Listening skills
- Effective multitasking
- Hospitality services
Languages
Italian
Full Professional
English
Advanced
C1
French
Professional Working
Spanish
Native or Bilingual
Timeline
Assistant Front Office Manager
NH Collection Brussels Centre
07.2021 - 04.2026
Housekeeping Supervisor
NH GRAND HOTEL KRASNAPOLSKY
10.2019 - 03.2020
Reception and Maintenance Trainee
Eurostar Exe Hotel Klee Berlin
11.2018 - 02.2019
Marketing and Online Sales Trainee
Iberostar Playa Paraiso
02.2018 - 06.2018
Animation and Public Relations Trainee
R2 Pajara Beach
06.2016 - 08.2016
High -
La Salle San Ildefonso - Tenerife
Bachelor's Degree - Tourism (Eramus) Tourism
Universitá degli Studi del Molise
ORACLE Hospitality Opera Oracle -
Iriarte University College of Tourism
SAP Lumira Financial Analysis SAP Financial -
Iriarte University College of Tourism
Bachelor's Degree - Tourism Tourism
Iriarte University College of Tourism