Jonathan L. Quezada
Summary
Customer-centric and detail-focused Front Office Executive with 7 years of experience overseeing fast-paced front offices in support of senior executive teams. Technologically savvy and personable professional with proven success at implementing new electronic processes for streamlined workflow and communication. Leads productive, loyal and confidential office teams in meeting and exceeding company and customer goals and objectives.
Overview
17
17
years of professional experience
Work History
Director of Front Office
Hotel Belleclaire
01.2018 - Current
- Assisted team in handling and solving complaints and incidents, communicating results with corporate management.
- Managed, rewarded, coached, counseled, disciplined and terminated employees based on performance.
- Strategized with team on new processes and actively shared ideas, opinions and suggestions to improve environment and hotel experience.
- Developed front-office programs that boosted morale and encouraged team to deliver exceptional service and cost control.
- Lead our hotel with earning the best Trip Advisor rank in the history of the hotel (87).
Front Desk Manager
Hotel Belleclaire
01.2016 - 01.2018
- Perform managerial duties, such as, guest concerns/service recovery, coordinate group arrivals, security of monies, and handle staff needs
- Maintain staff scheduling and assist on submitting payroll
- Train new/current staff members
- Supervise staff members to improve performance quality for an enhanced guest experience
- Perform front desk duties, such as, check in/check out, answer phone calls, and execute credit cards and/or financial transactions with maximized effort
- Balance room category inventory
- On-duty Fire Safety Director
- Manager of The year (2018)
Front Office Supervisor/Manager on Duty
Holiday Inn
06.2006 - 01.2016
- Performed managerial duties, such as, handling staff needs, guest relation cases, guest concerns, and coordinate group reservations
- Managed all aspects of front desk operations for assigned shift, including check in/out, deposits, reservations, and service recovery
- Supervised employees to ensure all tasks assigned were completed properly and efficiently
- Maintained procedures for security of monies, financial transactions, and guests
- Assisted on achieving departmental guest satisfaction by delivering personal attention to customers and provided amenities to guests
Timeline
Director of Front Office
Hotel Belleclaire
01.2018 - Current
Front Desk Manager
Hotel Belleclaire
01.2016 - 01.2018
Front Office Supervisor/Manager on Duty
Holiday Inn
06.2006 - 01.2016
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