Jose Guzman
Kennedale,TX
Summary
Energetic Customer Service Professional with 5+ years of experience resolving complex customer issues. Passion for service excellence to all client inquiries and 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
2
2
Languages
1
1
Certification
8
8
years of professional experience
Work History
Overnight Assistant Front Office Manager
Deloitte University
Westlake, Texas
03.2026 - Current
- Supervised front office operations at Deloitte University conference center.
- Coordinated guest check-ins, room assignments, and departures to enhance guest experience.
- Resolved guest concerns using professional service recovery methods.
- Trained front desk staff on Deloitte University service standards.
- Assisted Front Office Manager in developing and monitoring operational policies to ensure smooth front office operations.
- Managed daily schedules, arrivals, and lobby workflow coordination.
- Responded promptly to customer inquiries via telephone or email.
- Developed strategies to elevate customer satisfaction ratings through targeted initiatives.
Front Desk Supervisor
The Crescent Hotel
Fort Worth, TX
10.2023 - 03.2026
- Resolved guest complaints and issues promptly and effectively, maintaining high levels of guest satisfaction
- Collaborated with other departments to streamline communication and resolve guest issues, supporting overall guest satisfaction.
- Developed and conducted training programs for front desk staff on hotel policies, procedures, and guest service standards to enhance service quality.
- Assisted in launching new property by training staff on operations and guest services, contributing to a smooth opening.
- 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
- Greet and welcome guests in person and on phone, attending special requests and direct inquiries to designated departments
- Managed reservations, guest check-ins and check-outs, answering all guests question in a professional timely manner
- Taking all guest payments, checked for the validity of identification, and processed credit card/ debit card payments
- Oversaw reception area operations to ensure an organized and welcoming environment for guests by cleaning and organizing desk and lobby area
- Creating and managing filing systems
Night Auditor
Courtyard Marriott Blackstone
Fort Worth, TX
01.2020 - 05.2022
- Checked in late-night guests and addressed inquiries to ensure a smooth arrival experience.
- Closed out financial books and systems at end of each business day, ensuring compliance with hotel procedures.
- Able to generate audit reports on guest activity accurately and efficiently
- Reviewed and verified guest information for accuracy, compiling daily reports for management to prepare all systems for the next day.
Guest Services/Front Desk Agent
Courtyard by Marriott Blackstone
Fort Worth, TX
01.2020 - 05.2022
- Welcomed guests with a positive attitude, ensuring all needs were met for a pleasant stay
- Accommodated guest needs to foster a comfortable and inviting atmosphere
- Resolved customer issues and answered questions, contributing to a consistently positive customer experience
- Recorded customer and appointment details accurately in company database
- Keep lobby and front desk area clean and tidy at all times to create a welcoming environment
- Trained new employees on company policies and procedures.
Sales Associate & Customer Service
Cricket Wireless Authorized Dealer
Fort Worth, TX
02.2019 - 12.2019
- Assisted customers in selecting appropriate products based on their needs. make the right choice when it comes to buying products
- Responded to customer inquiries and located products to enhance shopping experience
- Maintain strong interpersonal relationships and establish trust with clients to build long-term professional relationships
- Created and maintained attractive merchandise displays to optimize product visibility and drive sales
- Supported team members in cash register operations, inventory organization, product labeling, and merchandise unloading
Education
High school or equivalent -
O.D Wyatt
2400 E Seminary Dr, Fort Worth, TX 7611908-2016
Associate in Arts (AA) - General Studies
Tarrant County College
Fort Worth, TXSkills
- Front Desk
- Property management systems
- Operations management
- Hospitality experience
- Guest relations
- Client management
- Team leadership
- Leadership development
- Staff development
- Leadership development
- POS system operation
- Problem-solving skills
- Problem solving
- Bilingual proficiency
- Bilingual proficiency
Certification
CPR Certification
Accomplishments
- Certified Hotel Trainer
Languages
English
Full Professional
Spanish
Native/ Bilingual
Timeline
Overnight Assistant Front Office Manager
Deloitte University
03.2026 - Current
Front Desk Supervisor
The Crescent Hotel
10.2023 - 03.2026
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
High school or equivalent -
O.D Wyatt
Associate in Arts (AA) - General Studies
Tarrant County College