Jorge Gomez
Minot
Summary
Detail-oriented professional with strong skills in guest relations management, conflict resolution, and reservation processing. Proven ability to enhance customer satisfaction and streamline check-in/check-out processes.
Overview
24
24
years of professional experience
Work History
Front Desk Agent
Sonesta Essential
Minot
05.2024 - 11.2025
- Greeted guests warmly upon arrival, creating a welcoming atmosphere.
- Managed check-in and check-out processes efficiently for all guests.
- Answered phone calls promptly, delivering information and assistance to enhance guest satisfaction.
- Handled guest inquiries and concerns professionally and empathetically, fostering a positive guest experience.
- Processed reservations using hotel management software accurately and swiftly.
- Coordinated with housekeeping to ensure rooms met cleanliness standards, contributing to seamless guest arrivals.
- Maintained lobby area, ensuring it remained clean and inviting for guests.
- Answered phones, responded to inquiries, and took messages.
- Assisted with check-in and check-out procedures for guests.
Breakfast Attendant
Hampton Inn By Hilton
Minot
11.2023 - 05.2024
- Prepared and replenished breakfast items for guests daily.
- Ensured cleanliness and organization of breakfast area and dining space for optimal guest experience.
- Set up and executed breakfast buffet in accordance with hotel standards.
- Monitored food quality and freshness to uphold high service standards.
- Adhered to health and safety regulations while handling food items.
- Replenished buffet items promptly to maintain a continuous and appealing food service.
- Prepared daily breakfast bar with abundant self-serve and cooked meal items.
- Set out and arranged cold foods such as cereal, muffins, and sweet rolls for self-service area.
- Performed opening and closing duties, including setting up and breaking down workstations and restocking supplies.
Night Auditor
Four Bears Casino and Lodge
New Town
01.2019 - 01.2023
- Managed nightly financial audits for accuracy and compliance.
- Streamlined guest check-in and check-out process to enhance guest experience.
- Reconciled daily transactions and generated financial reports.
- Provided excellent customer service to hotel guests and visitors.
- Monitored security systems and ensured safety protocols were followed.
- Resolved guest inquiries and complaints promptly to maintain high customer satisfaction.
- Handled night audit paperwork, verification of daily room occupancy and hotel revenue reviews.
- Audited and balanced cash and credit transactions daily, ensuring accurate financial reporting for next day's operations.
- Completed end-of-day reconciliations of cash drawers and credit card transactions.
- Ran end-of-day computer functions and closed out reports, submitting details to professionals for review.
- Directed and trained new staff on procedures, service standards and productivity strategies and provided assistance and mentoring.
Bilingual Customer Service Representative
Cognizant Technologies
Minot
06.2018 - 01.2019
- Assisted customers in English and Spanish to resolve inquiries and issues.
- Guided customers through product features and benefits in bilingual support sessions.
- Collaborated with team members to improve service processes, enhancing overall customer satisfaction.
- Displayed patience and understanding when dealing with difficult situations.
- Maintained a friendly yet professional demeanor during all interactions with customers.
- Maintained an up-to-date knowledge of the company's products and services to ensure accuracy when responding to customer inquiries.
- Assisted customers with product selection and answered questions regarding features, benefits, and pricing of products or services.
- Resolved customer complaints professionally, ensuring compliance with corporate policies and contributing to customer loyalty.
- Coordinated with other departments to streamline communication and support, ensuring efficient service delivery.
Bilingual Customer Service Representative
Convergys Corporation
Louisville
02.2002 - 05.2012
- Assisted customers in English and Spanish to resolve inquiries and issues.
- Engaged customers to identify needs and resolve inquiries, improving overall customer experience.
- Guided customers through product features and benefits in bilingual support sessions.
- Recommended product, service, and billing improvements to management, enhancing customer satisfaction and preventing future issues.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Presented customers with tailored service and product information, facilitating informed decision-making.
- Provided top quality control and eliminated downtime to maximize revenue.
- Took special orders in person and over telephone, generating additional revenue every month.
Education
Certificate of Technical Studies - Food Service Technology
Texas State College
Harlingen, TX06-1982
Skills
- Reservation processing
- Guest relations management
- Customer service
- Conflict resolution
- Hotel management software
- Budget management
Languages
Spanish
Professional
Timeline
Front Desk Agent
Sonesta Essential
05.2024 - 11.2025
Breakfast Attendant
Hampton Inn By Hilton
11.2023 - 05.2024
Night Auditor
Four Bears Casino and Lodge
01.2019 - 01.2023
Bilingual Customer Service Representative
Cognizant Technologies
06.2018 - 01.2019
Bilingual Customer Service Representative
Convergys Corporation
02.2002 - 05.2012
Certificate of Technical Studies - Food Service Technology
Texas State College