Jonathan Prado Espinoza
Hopkins
Summary
Results-driven Senior Customer Specialist with 19 years of experience in hospitality, automotive, and property management. Strong background in operations management and team leadership, with skills in inventory control and marketing strategies. Seeking managerial role to enhance operational efficiency and team performance through effective problem-solving and bilingual communication.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Senior Customer Specialist
Walser Automotive Group
Coon Rapids
07.2022 - Current
- Established client base through strategic relationship building and superior customer service, enhancing customer loyalty.
- Managed sales process stages from initial contact to final delivery, ensuring seamless customer experience and satisfaction.
- Demonstrated comprehensive knowledge of car models to guide informed purchasing decisions.
- Utilized CRM software for lead tracking, prospect follow-ups, and organized customer database maintenance.
- Developed and executed marketing strategies to attract new customers and broaden market reach, increasing brand visibility.
Task Force General Manager
Home2 Suits by Hilton, THG Properties
Plymouth
06.2021 - 07.2022
- Oversaw property operations, ensuring compliance with Hilton and franchise standards
- Coordinated daily operations, maintaining minimal labor costs while optimizing service quality
- Managed SALT scores, guest feedback, and kept property well above Hilton standards
- Set monthly budgets to allow a well-executed return on ADR and NOI while keeping comps and OCC % within range
- Established budget for guest supplies and breakfast orders, aligning with overall operational goals
Operations Theatre Manager/Safety & Facilities Manager
Kerasotes Showplace Icon Theatre
Saint Louis Park
12.2014 - 06.2021
- Supervised daily operations for 100+ employees, fostering a high-performance culture.
- Managed $1.5 million annual payroll budget, supporting effective resource allocation.
- Oversaw profit and loss statements related to facility and property maintenance.
- Conducted monthly building inspections, ensuring compliance with city and corporate standards.
- Coordinated new hire paperwork, ensuring timely staffing for theater operations.
- Collaborated with marketing director on event planning to maximize theater rental opportunities.
- Constructed movie presentations in accordance with studio guidelines.
- Maintained exemplary customer service standards across all interactions.
General Manager
Extended Stay America Hotel
Eden Prairie
01.2013 - 12.2014
- Maximized revenues and flow through to GOP to meet or exceed budgeted EBITDA
- Oversaw P&L and focused on areas affected by percentage loss
- Directed property operations to achieve optimum performance
- Managed labor standards and property level expenses
- Coordinated hotel staff to ensure efficient service delivery
- Monitored collection of in-house guest balances and direct bill receivables
- Monitored monthly inventory of supplies and equipment to maintain budget compliance
- Worked with District Manager and Regional Director of Field Sales to manage all sales and identify potential business in the local market
Team Leader
04.2012 - 01.2013
- Resolved guest and employee issues to enhance overall satisfaction
- Trained new employees on company standards and performance expectations to ensure quality service delivery
- Ensured associates at the property were driving company initiatives
- Assisted hotel manager in managing property operations on a day-to-day basis
- Assigned housekeeping tasks to optimize workflow and maintain cleanliness standards
- Checked guest rooms after cleaning to ensure they met company standards
- Cleaned guest rooms to maintain a welcoming environment for all visitors.
- Performed minor maintenance work
Guest Services Representative
Holiday Inn Express and Suites Hotel
Minnetonka
10.2006 - 02.2012
- Checked guests into and out of the hotel
- Addressed and resolved guest issues and complaints to enhance overall satisfaction
- Made reservations for future guests
- Processed cash and credit card payments accurately and efficiently
- Provided complimentary shuttle services to guests
- Ensured cleanliness of lobby and bathrooms, fostering a welcoming atmosphere for guests
- Performed thorough vacuuming of hotel hallways and stairwells to maintain cleanliness and safety.
- Organized and replenished supplies in housekeeping storage rooms to ensure efficient operations.
- Serviced pool, hot tub, and fitness center areas to uphold cleanliness and hygiene standards.
Education
Associate's degree - Hospitality Management
Normandale Community College
Bloomington, MN05-2012
High school diploma -
Hopkins High School
Minnetonka, MN06-2010
Skills
- Customer service
- Effective communication
- Guest relations
- Staff training
- Upselling strategies
- Front desk operations
- Facility coordination
- Operations management
- Financial analysis
- P&L analysis
- Budgeting and forecasting
- Inventory management
- Merchandising and beverage service
- Supervision
- Leadership and coaching
- Human resources
- Time management
- Bilingual in English and Spanish
- Payroll administration
- Inventory management
Certification
HVAC Certification
Timeline
Senior Customer Specialist
Walser Automotive Group
07.2022 - Current
Task Force General Manager
Home2 Suits by Hilton, THG Properties
06.2021 - 07.2022
Operations Theatre Manager/Safety & Facilities Manager
Kerasotes Showplace Icon Theatre
12.2014 - 06.2021
General Manager
Extended Stay America Hotel
01.2013 - 12.2014
Team Leader
04.2012 - 01.2013
Guest Services Representative
Holiday Inn Express and Suites Hotel
10.2006 - 02.2012
Associate's degree - Hospitality Management
Normandale Community College
High school diploma -
Hopkins High School