Jon Peter Valencia
Summary
Dedicated front desk manager with a strong focus on customer service, team leadership, and conflict resolution. Proven ability to train staff and enhance guest experiences in fast-paced environments. Dynamic front desk manager with expertise in staff training and conflict resolution. Proven track record in enhancing guest experiences and driving team collaboration to deliver exceptional service.
Overview
12
12
years of professional experience
Work History
Front Desk Manager
Carnival Cruise Lines
Galveston
07.2025 - Current
- Managed front desk operations and coordinated guest check-ins and check-outs.
- Trained new staff on front desk procedures and customer interaction standards.
- Resolved customer complaints in a timely manner while maintaining a friendly attitude towards guests.
- Oversaw cash and credit card payment transactions at the front desk.
- Assisted with training new staff members on front desk procedures and policies.
- Provided excellent customer service by addressing guest inquiries promptly and professionally.
- Mentored new staff on correct procedures, compliance requirements, and performance strategies.
- Replied to telephone, email and in-person inquiries regarding reservations, hotel information and guest concerns.
- Supervised front desk operations, enabling guests to receive superior customer service from hotel staff.
- Promoted loyalty programs to encourage repeat business from customers.
- Worked with room service, housekeeping, maintenance, and security to meet all guest needs.
- Responded promptly to emergency situations such as medical emergencies or fire alarms according to established procedures.
Guest Services Manager
Carnival Cruise Lines Australia
Brisbane, AU
03.2023 - 03.2025
- Oversaw daily operations of the guest services team.
- Trained staff in customer service protocols and best practices.
- Coordinated guest activities and excursions effectively.
- Prepared weekly schedules for all guest service personnel.
- Collaborated with other departments within the organization to ensure smooth functioning of operations.
- Created reports on daily transactions and sales activity for management review.
- Assisted in the recruitment, training and management of Guest Service staff.
- Contacted housekeeping services and maintenance personnel regarding problems with guest rooms.
- Helped patrons find entertainment and sporting events, making reservations, and enhancing customer experience.
- Handled high volume of phone calls and routed to proper guest or internal department.
- Resolved conflicts between customers and staff in a timely manner.
- Ensured compliance with relevant policies, procedures and regulations regarding guest services.
- Ensured compliance with all safety regulations when dealing with hazardous materials.
- Developed strategies to increase customer satisfaction levels and reduce customer complaints.
Finance Manager
Carnival Cruises Australia
Sydney, AU
11.2022 - 01.2023
- Analyzed financial reports to identify trends and variances.
- Developed financial models to support strategic decision-making.
- Analyzed financial data to determine efficient use of resources.
- Evaluated existing processes within the finance department and identified areas for improvement.
- Collaborated with external auditors during annual audits to ensure accuracy of financial statements.
- Analyzed complex financial data and generated meaningful reports for senior management.
Guest Services Supervisor
Carnival Cruise Lines Australia
Brisbane, AU
05.2022 - 10.2022
- Supervised guest services team to ensure exceptional customer experiences.
- Trained staff on service standards and company policies for improved performance.
- Resolved guest complaints promptly to maintain high satisfaction levels.
- Managed the front desk operations by overseeing check-ins and check-outs, cash handling procedures.
- Coordinated with other departments like housekeeping and maintenance to ensure timely completion of tasks.
- Assisted customers by providing hotel information and resolving common complaints.
- Ran daily room reports for updates and maintained contact with housekeeping on room status.
- Conducted daily meetings with front desk and housekeeping personnel to discuss arrivals, departures, and special requests from guests.
- Inspected and documented repairs and improvements to hotel, verifying cleanliness and overall appeal of property.
- Coordinated VIP guest arrivals and departures, ensuring personalized service and attention to special requests.
- Collaborated with the management team to develop and implement guest service policies and procedures.
- Trained and supervised guest services team members on hotel policies, procedures, and guest interaction standards.
Administration Officer
Carnival Cruise Lines Australia
Post Covid - Restart of Cruise line Operations
12.2020 - 10.2021
- Coordinated administrative tasks for cruise operations and guest services.
- Helped organizational leadership with purchase orders, service contracts, probation reviews, financial reports and audits.
- Supervised administrative staff, delegating tasks and managing workload distribution.
- Provided HR administrative assistance to management team.
Guest Services Supervisor
Carnival Cruise Lines Australia
Brisbane, AU
04.2016 - 05.2020
- Supervised guest services team to ensure exceptional customer experiences.
- Trained staff on service standards and company policies for improved performance.
- Resolved guest complaints promptly to maintain high satisfaction levels.
- Assisted in scheduling staff shifts based on peak service times and needs.
- Interacted with guests on a daily basis providing friendly service while addressing their needs efficiently.
- Managed the front desk operations by overseeing check-ins and check-outs, cash handling procedures.
- Ensured smooth operations of guest services by supervising staff, responding to inquiries, and resolving issues.
Guest Services Receptionist
Carnival Cruise Lines Australia
Sydney, AU
01.2014 - 02.2016
- Welcomed guests and managed check-in and check-out processes efficiently.
- Handled guest inquiries and resolved complaints with professionalism and care.
- Coordinated with housekeeping to ensure timely room readiness for guests.
- Maintained front desk area, ensuring cleanliness and organization for optimal service.
- Responded to customer inquiries and complaints in a timely manner.
- Gave top-notch service to guests in line with company standards.
- Greeted guests upon arrival and provided them with information about the hotel services.
- Distributed mail and packages to staff members according to company policies.
- Maintained accurate records of all transactions related to guest check-ins and checkouts.
Education
Bachelor of Science - Industrial Technology
De La Salle University
Cavite03-2004
Skills
- Front desk management
- Staff training
- Customer service
- Cash handling
- Complaint resolution
- Guest relationship management
Timeline
Front Desk Manager
Carnival Cruise Lines
07.2025 - Current
Guest Services Manager
Carnival Cruise Lines Australia
03.2023 - 03.2025
Finance Manager
Carnival Cruises Australia
11.2022 - 01.2023
Guest Services Supervisor
Carnival Cruise Lines Australia
05.2022 - 10.2022
Administration Officer
Carnival Cruise Lines Australia
12.2020 - 10.2021
Guest Services Supervisor
Carnival Cruise Lines Australia
04.2016 - 05.2020
Guest Services Receptionist
Carnival Cruise Lines Australia
01.2014 - 02.2016
Bachelor of Science - Industrial Technology
De La Salle University