Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Languages
Timeline
Generic

Jose Guzman

Kennedale,TX

Summary

Energetic Customer Service Professional with 3+ years of experience resolving complex customer issues. Passion for service excellence to all client inquiries and with the appropriate level of respect and urgency in a high-volume environment. Skilled at transforming customer feedback into actionable insights that drive revenue, increase customer loyalty, and improve processes.

Overview

7
7
years of professional experience
1
1
Certification

Work History

Front OfficeManager

The Crescent Hotel
Fort Worth, TX
10.2023 - Current
  • Developed and conducted training programs for front desk staff on hotel policies, procedures, and guest service standards
  • Resolved guest complaints and issues promptly and effectively, maintaining high levels of guest satisfaction
  • Collaborate with other departments to ensure guest satisfaction and efficient hotel operations
  • Assistance with launching a new property and transitioning into the role of a property trainer
  • Monitor room availability, rates, and promotions to maximize revenue and occupancy

Front Desk Receptionist/Customer Service

Hotel Drover
Fort Worth, TX
05.2022 - 09.2023
  • Managed reservations, guest check-ins and check-outs, answering all guests question in a professional timely manner
  • Greet and welcome guests in person and on phone, attending special requests and direct inquiries to designated departments
  • Manage front office reception area by cleaning and organizing desk and lobby area
  • Taking all guest payments, checked for the validity of identification, and processed credit card/ debit card payments
  • Creating and managing filing systems

Night Auditor

Courtyard Marriott Blackstone
Fort Worth, TX
01.2020 - 05.2022
  • Checking in all guest that checked in after standard business hours and answering any questions
  • Able to generate audit reports on guest activity accurately and efficiently
  • Responsible for auditing all guest information from the day and creating a completed report for management by the next morning, making sure all systems are ready for the next day
  • Following all procedures and responsible for closing out the financial books and systems of the hotel at the end of each business day

Guest Services/Front Desk Agent

Courtyard by Marriott Blackstone
Fort Worth, TX
01.2020 - 05.2022
  • Welcome guests with a positive attitude and make sure all their needs have been met
  • Ensure guests feel comfortable, by accommodating their needs
  • Provide training to new employees to uphold company policies and sustain guests satisfaction as well as maintaining a professional environment
  • Resolve customer issues and answer questions to ensure a positive customer experience
  • Entering customer or appointment information into the company database
  • Keep lobby and front desk area clean and tidy at all times to create a welcoming environment

Sales Associate & Customer Service

Cricket Wireless Authorized Dealer
Fort Worth, TX
02.2019 - 12.2019
  • Help customers make the right choice when it comes to buying products
  • Help customers by responding to inquiries, questions about products and locating products
  • Maintain accurate and attractive merchandise displays, ensuring strategic placement of products in order to increase purchases
  • Maintain strong interpersonal relationships and establish trust with clients to build long-term professional relationships
  • Assisted team members when necessary in handling cash registers, organizing inventory room, labelling products, unloading merchandise, and cleaning up

Education

Associate in Arts (AA) - General Studies

Tarrant County College
Fort Worth, TX
06.2023

High school or equivalent -

O.D Wyatt
Fort Worth, TX
06-2016

Skills

  • Sales Proficiency
  • Client Relations Management
  • Front Desk
  • Computer hardware
  • Property management systems
  • Strong leadership
  • Problem-solving skills
  • Staff training and development
  • POS system operation
  • Night Audit
  • Microsoft Office
  • Hospitality experience
  • Team building and supervision
  • Fluent in Spanish and English
  • Housekeeping management

Certification

CPR Certification

Accomplishments

  • Certified Hotel Trainer

Languages

English
Full Professional
Spanish
Native/ Bilingual

Timeline

Front OfficeManager

The Crescent Hotel
10.2023 - Current

Front Desk Receptionist/Customer Service

Hotel Drover
05.2022 - 09.2023

Night Auditor

Courtyard Marriott Blackstone
01.2020 - 05.2022

Guest Services/Front Desk Agent

Courtyard by Marriott Blackstone
01.2020 - 05.2022

Sales Associate & Customer Service

Cricket Wireless Authorized Dealer
02.2019 - 12.2019

Associate in Arts (AA) - General Studies

Tarrant County College

High school or equivalent -

O.D Wyatt

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