Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Jorge Luis Arechavaleta

SeaTac

Summary

Professional with experience in guest services, prepared to elevate customer experience through strong interpersonal and problem-solving skills. Valued for team collaboration and flexibility in meeting changing needs, ensuring reliable performance and consistent results. Skilled in communication, conflict resolution, and providing exceptional service, bringing positive and proactive approach to every interaction.

Overview

15
15
years of professional experience
1
1
Certification

Work History

Guest Service Agent / Security /Airport Shuttle Bus Driver

Cedarbrook Lodge / Colombia Hospitality LLC
04.2024 - Current
  • Resolved billing disputes promptly, maintaining professionalism and customer satisfaction throughout the process.
  • Collected room deposits, fees, and payments.
  • Maximized revenue by upselling room upgrades and additional services.
  • Handled cash transactions accurately, balancing daily reports at the end of each shift.
  • Assisted guests with reservations, modifications, and cancellations to meet their travel needs.
  • Responded to incoming guests, telephone calls, and email inquiries with efficiency and professionalism.
  • Communicated problems regarding guest rooms to housekeeping services and maintenance personnel.
  • Improved guest experience scores by consistently delivering exceptional service through active listening skills.
  • Assisted guests with check-ins, account inquiries, and any additional services needed.
  • Greeted guests upon arrival by providing warm welcome.
  • Reduced wait times for passengers by promptly arriving at designated pick-up points according to schedule.
  • Maintained a clean and comfortable environment within the shuttle bus for optimal passenger experience.
  • Demonstrated adaptability and flexibility in response to changing circumstances, such as inclement weather or unexpected flight delays, ensuring that passengers were provided with reliable transportation options.
  • Enhanced passenger satisfaction by providing timely and efficient shuttle services between airport terminals and parking lots.
  • Operated with safety and skill to avoid accidents and delays.
  • Checked condition of vehicle's tires, brakes and safety equipment to maintain systems in working order.

Concierge Manager

NFC Amenity Management
11.2019 - 07.2023
  • Coached, supported and developed team with goal of continuous growth and skill improvement.
  • Enhanced guest satisfaction by promptly addressing inquiries and providing personalized recommendations.
  • Implemented and developed ticketing support and phone systems.
  • Conducted competitive research to understand best practices and potential differentiators.
  • Oversee all concierge operations ensuring the client is satisfied with their amenity offering.
  • Provide exceptional Customer Service by exceeding client’s expectations and needs.
  • Supervise team members performance providing mentoring where necessary.
  • Ensures the “5 Diamond Experience” by maintaining the standards set in the NFC Amenity Management Mission Statement.
  • Responded and recovered to any resident issues or concerns throughout the concierge, valet, and engineering departments.
  • Train new associates by completing orientation, direction, and constant feedback.
  • Welcome and acknowledge all guests with NFC approved terminology.
  • Facilitating contractor check-ins and cultivating relationships with the company’s preferred vendors.

Valet Captain / Guest Services Supervisor

Cedarbrook Lodge Hotel / Colombia Hospitality LLC
05.2016 - 04.2018
  • Streamlined communication between team members, resulting in improved workflow efficiency.
  • Conducted daily inspections of the facility, ensuring cleanliness and proper maintenance of equipment.
  • Worked closely with hotel staff to maintain clear communication channels regarding guest needs and requests.
  • Maintained a safe work environment by enforcing safety protocols and addressing potential hazards.
  • Trained new employees on company policies, procedures, and best practices in valet service excellence.
  • Assisted with event coordination efforts by collaborating with event planners to ensure seamless integration of valet services.
  • Improved customer satisfaction by efficiently managing valet operations and ensuring timely vehicle retrieval.
  • Managed cash handling procedures to ensure accuracy in transactions while minimizing discrepancies or losses.
  • Performed regular audits of employee performance through observation and evaluation, providing feedback for improvement.
  • Resolved customer complaints promptly and professionally, maintaining the company''s reputation for excellent service.
  • Reduced wait times for guests by coordinating with team members and streamlining parking processes.
  • Organized staff schedules, ensuring adequate coverage during peak hours while minimizing overtime expenses.
  • Implemented a system for tracking vehicles, reducing errors and improving overall operational efficiency.
  • Collaborated with management to develop new strategies for maximizing parking space utilization.
  • Drove varied vehicles, including luxury and sports models, safely and legally.
  • Helped guests unload and load luggage.
  • Maneuvered vehicles into designated areas to maximize parking capacity.
  • Inspected vehicles to verify condition ahead of customer returns.
  • Patrolled parking areas regularly to identify security, safety or vehicle concerns.

Front Desk Night Auditor

Cedarbrook Lodge Hotel / Colombia Hospitality LLC
02.2012 - 05.2016
  • Ensured accurate financial transactions for guests by meticulously processing night audit tasks.
  • Kept accounts in balance and ran daily reports to verify totals.
  • Ran daily, weekly and monthly reports to close day and meet objectives.
  • Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
  • Logged wake-up call requests and set up automatic rings in system.
  • Managed reservations accurately, preventing overbooking situations and guaranteeing smooth guest arrivals.
  • Supported daytime staff by preparing necessary reports and documents for seamless shift transitions.
  • Performed nightly updates to room charges and rates.
  • Communicated effectively with other departments such as housekeeping, maintenance, and food and beverage services to meet guest needs efficiently.
  • Assisted in maintaining a clean and welcoming front desk area, enhancing the guest experience.
  • Maintained updated knowledge of hotel policies and procedures to provide accurate information to guests at all times.
  • Performed regular property walkthroughs during the night shift, addressing any safety hazards or cleanliness concerns.
  • Documented accounts and logs throughout shift to keep up with requirements.
  • Assisted guests with luggage storage needs when necessary, demonstrating commitment to excellent service standards.

Night Manager

Breakwater Hotel / Victor Hotel / Hotel Ocean
08.2010 - 02.2012
  • Addressed any discrepancies in financial records swiftly to maintain accurate accounting practices within the hotel.
  • Identified opportunities for cost savings in night audit processes, maximizing profitability through efficient resource allocation.
  • Promoted a positive work culture among overnight staff, leading by example in terms of professionalism, teamwork, and dedication to guest satisfaction.
  • Ensured timely completion of daily audit tasks, contributing to the hotel''s financial stability and success.
  • Enhanced guest satisfaction by efficiently managing night audit processes and resolving customer issues promptly.
  • Troubleshot technical issues with reservation software as needed, preventing delays in guest services or inaccuracies in billing information.
  • Conducted thorough reviews of daily transactions, ensuring accuracy in all financial records for the hotel.
  • Managed front desk operations during overnight shifts, providing exceptional customer service to guests throughout their stay.
  • Maintained a safe and secure environment both for guests and staff by adhering to hotel safety protocols and monitoring security systems throughout the night.
  • Assisted guests with check-in and check-out processes, ensuring a seamless experience during their stay at the hotel.
  • Handled sensitive guest information securely, maintaining privacy and trust between the hotel and its clientele.
  • Facilitated smooth transitions between shifts by effectively communicating pertinent information to incoming team members at shift changeovers.
  • Completed night audit for guest ledgers to close bank and cash registers, reconciling issues quickly, and marking discrepancies.
  • Oversaw night auditing of daily room occupancy and hotel revenue.
  • Generated and printed daily financial reports to track hotel performance.
  • Handled all duties and tasks for night manager and concierge during busy periods to maintain front desk efficiency.
  • Solicited and reviewed guest feedback and promptly resolved complaints.

Education

HVAC / EPA Certification

Homestead Job Corps
Homestead, FL
08-2003

High School Diploma -

Miami South Ridge SR High School
Miami, Florida
06-2002

Skills

  • Guest communication
  • Listening skills
  • Writing and verbal communication
  • Check-in and Check-out procedures
  • Complaint handling
  • Guest inquiry resolution
  • Guest services
  • Team building and supervision
  • Patience and composure
  • Issue resolution
  • Data entry proficiency
  • Administrative skills
  • Team player mentality
  • Cash management
  • Hospitality services
  • Guest services agent training
  • Security awareness

Certification

  • 2017 Certified Trainer Diploma received from Colombia Hospitality Academy/Cedarbrook Lodge
  • 2016 Four-time associate of the quarter for all 4 quarters of 2016 at Cedarbrook Lodge
  • 2014 First Aid, CPR, and AED Certified by the American Heart Association. / Seattle Washington
  • 2003 Heating, Air Conditioning and Refrigeration Certificate and Universal EPA Certification Homestead Job Corps and Vocational Center, Miami Florida.

Timeline

Guest Service Agent / Security /Airport Shuttle Bus Driver

Cedarbrook Lodge / Colombia Hospitality LLC
04.2024 - Current

Concierge Manager

NFC Amenity Management
11.2019 - 07.2023

Valet Captain / Guest Services Supervisor

Cedarbrook Lodge Hotel / Colombia Hospitality LLC
05.2016 - 04.2018

Front Desk Night Auditor

Cedarbrook Lodge Hotel / Colombia Hospitality LLC
02.2012 - 05.2016

Night Manager

Breakwater Hotel / Victor Hotel / Hotel Ocean
08.2010 - 02.2012

HVAC / EPA Certification

Homestead Job Corps

High School Diploma -

Miami South Ridge SR High School

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