Summary
Overview
Work History
Education
Skills
Timeline
Generic

Jorge Gomez

Bilingual CSR
Brownsville,TX

Summary

Dedicated front desk agent with strong skills in guest relations, complaint resolution, and payment processing. Committed to delivering exceptional service and enhancing guest experiences.

Overview

13
13
years of professional experience

Work History

Front Desk Agent

Sonesta ES Suites
Minot, North Dakota
05.2024 - 11.2024
  • Greeted guests warmly upon arrival, ensuring a positive first impression.
  • Assisted guests with inquiries, providing information about local attractions and amenities.
  • Coordinated with housekeeping to ensure room availability and cleanliness standards.
  • Addressed guest complaints promptly, maintaining high customer service standards.
  • Processed payments and maintained accurate financial transactions at the front desk.

Breakfast Attendant

Hampton Inn Suites
Minot, North Dakota
11.2023 - 05.2024
  • Prepared and set up breakfast items for guest service daily.
  • Maintained cleanliness of dining area and food preparation stations.
  • Monitored food inventory levels and reported shortages to management.
  • Restocked supplies as needed throughout the breakfast service period.
  • Maintained cleanliness of dining room area including tables, chairs, floors and windows.
  • Stocked beverages, coffee pots and other supplies in the dining area as needed.
  • Set out and arranged cold foods such as cereal, muffins, and sweet rolls for self-service area.

Night Auditor

Hawthrone Suites
Minot, North Dakota
01.2023 - 05.2024
  • Managed nightly guest check-ins and check-outs at Hawthorne Suites.
  • Processed financial transactions and maintained accurate cash drawer balances.
  • Prepared daily reports summarizing hotel occupancy and revenue statistics.
  • Ensured security protocols were followed during overnight operations at the hotel.
  • Audited and balanced cash and credit transactions daily and reset register for next day's operations.
  • Processed guest check-outs, including payment processing and providing receipts.
  • Conducted security checks throughout the night to ensure safety of hotel premises and guests' belongings.
  • Attended mandatory meetings for hotel staff and brought issues to attention of upper management.

Night Auditor

Four Bears Casino & Lodge
Minot, North Dakota
01.2019 - 01.2023
  • Processed financial transactions and maintained accurate cash drawer balances.
  • Prepared daily reports summarizing hotel occupancy and revenue statistics.
  • Assisted guests with inquiries and resolved issues promptly during night shifts.
  • Ensured security protocols were followed during overnight operations at the hotel.
  • Audited and balanced cash and credit transactions daily and reset register for next day's operations.
  • Verified that all charges posted were accurate prior to submitting final bills to guests.
  • Received payments from customers via cash or credit cards.
  • Ran end-of-day computer functions and closed out reports, submitting details to professionals for review.
  • Documented wake-up requests and set up automatic calls in system.
  • Managed late check-ins and provided information on hotel amenities, including dining establishments, spa hours and room service.
  • Assisted guests in locating amenities such as casino, gift shop, restaurants, fitness center, pool, and spa.
  • Ensured that all front desk personnel followed established procedures for guest check-in and check-out policies.
  • Contacted housekeeping or maintenance staff to report room or building issues.
  • Issued room keys and escort instructions to bellhops.
  • Deposited guest valuables in hotel safes or safe-deposit boxes.

Bilingual Customer Service Representative

Convergys
Louisville, Kentucky
02.2012 - 12.2018
  • Answered customer inquiries in both English and Spanish.
  • Assisted customers with product information and services.
  • Resolved customer complaints through effective communication.
  • Documented customer interactions using company software.
  • Maintained a positive attitude during high-volume calls.
  • Responded to customer inquiries in both English and Spanish languages, providing accurate information about products and services.
  • Displayed patience and understanding when dealing with difficult situations.
  • Identified and analyzed multilingual customer needs to drive high satisfaction, growth and retention of business.
  • Maintained a friendly yet professional demeanor during all interactions with customers.
  • Utilized multiple computer systems to access customer accounts, process payments, update account status.
  • Leveraged multilingual skills to review, record and organize written data from variety of sources.
  • Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.

Education

High School Diploma -

Gladys Porter High School
Brownsville, TX
06-1981

Skills

  • Guest relations
  • Payment processing
  • Complaint resolution
  • Room coordination
  • Customer communication
  • Security protocols
  • Scheduling systems
  • Team collaboration
  • Time management
  • Conflict resolution
  • Attention to detail
  • Bilingual support

Timeline

Front Desk Agent

Sonesta ES Suites
05.2024 - 11.2024

Breakfast Attendant

Hampton Inn Suites
11.2023 - 05.2024

Night Auditor

Hawthrone Suites
01.2023 - 05.2024

Night Auditor

Four Bears Casino & Lodge
01.2019 - 01.2023

Bilingual Customer Service Representative

Convergys
02.2012 - 12.2018

High School Diploma -

Gladys Porter High School

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Jorge GomezBilingual CSR