Jonathan Quezada

Responsible for daily accounting operations for a full-service hotel, including revenue reconciliation, group billing, commission processing, and financial compliance.

• Research and dispute credit card chargebacks to recover revenue.
• Manage group/event deposits, final billing, and client invoicing.
• Process Marriott intermediary commissions and verify booking accuracy.
• Maintain PCI compliance and track all hotel refunds and comps.

Responsible for managing an assigned caseload of insurance claims from initial investigation through resolution, including evaluating coverage, determining liability, negotiating settlements, and maintaining compliance with insurance regulations and company policies.

• Investigate and evaluate claims by gathering information through customer communication, documentation review, and claim analysis.
• Negotiate and settle claims while ensuring fair outcomes and adherence to policy guidelines, laws, and insurance regulations.
• Manage a structured daily workflow including inbound/outbound customer calls and task-based claim queues.
• Maintain professional communication while resolving customer concerns and conflicts throughout the claims process.
• Collaborate with internal teams and business partners to support efficient claim resolution and customer service.

Guest Service Manager | June 2019 – October 2019
Responsible for overseeing daily front desk operations, supervising staff, and ensuring high guest service standards in a fast-paced hotel environment.

• Supervised front office staff including scheduling shifts, managing workload, and providing training for new agents.
• Addressed guest concerns, complaints, and special requests while maintaining brand service standards.
• Acted as liaison between hotel management and front desk staff to support operational efficiency.
• Coordinated with multiple departments to ensure smooth guest experiences and resolve operational issues.

Sales Coordinator | April 2019 – June 2019
Supported the sales team with group bookings, contract preparation, and client communications to drive hotel revenue.

• Prepared sales proposals, agreements, room blocks, and catering contracts for group and corporate clients.
• Maintained client records and sales data within hotel systems and generated operational reports.
• Served as the primary contact for client inquiries, coordinating requests with sales managers and hotel departments.
• Assisted with hotel site tours and lead generation through prospecting, networking, and inbound inquiries.

Guest Service Agent | December 2017 – April 2019, October 2019 – August 2021
Delivered front desk guest services including check-in/check-out, reservations support, and payment processing.

• Registered guests, processed room assignments, and handled cash and card transactions.
• Promoted room upgrades and hotel services to increase revenue opportunities.
• Coordinated with housekeeping and operations on room readiness and guest needs.
• Resolved guest concerns and maintained a professional, welcoming front desk environment.

Responsible for delivering front desk guest services including check-in and check-out operations, payment processing, and coordinating with hotel departments to ensure a smooth and positive guest experience.

• Register guests, assign rooms, and process cash and credit card payments accurately.
• Respond to guest requests and resolve concerns to maintain high service standards.
• Coordinate with housekeeping and hotel staff regarding room readiness and guest needs.
• Promote room upgrades and hotel services to increase revenue opportunities.
• Maintain an organized, professional front desk environment while handling guest inquiries and issues.

• Greet customers, present menus, and explain daily specials to customers
• Take food and beverage orders from customers
• Relay food and beverage orders to the kitchen staff
• Prepare drinks and food garnishes
• Carry trays of food or drinks from the kitchen to the dining tables
• Remove dirty dishes and glasses, and clean tables after customers finish meals
• Prepare itemized checks and take payments from customers
• Clean and set up dining areas, refill condiments, roll silverware into napkins, and stock service areas