JOSE MUGICA
Schaumburg,IL
Summary
Dynamic hospitality professional with extensive experience at Quality Inn Hotel, excelling in guest relations and reservation management. Proven track record of enhancing operational efficiency and guest satisfaction through effective problem-solving and staff training. Proficient in property management systems, fostering loyalty and delivering exceptional service in fast-paced environments.
Professional hospitality specialist well-prepared for front desk roles. Skilled in guest relations, reservations management, and handling inquiries with grace and efficiency. Strong focus on team collaboration, adaptability, and achieving results. Reliable with excellent communication and problem-solving abilities, ensuring seamless guest experience.
Overview
7
7
years of professional experience
Work History
Hotel Front Desk Agent
Quality Inn Hotel
08.2018 - 07.2025
- Managed check-in and check-out processes, ensuring efficient guest service and satisfaction.
- Handled guest inquiries and resolved issues promptly to enhance overall experience.
- Maintained accurate reservation records using property management systems for streamlined operations.
- Trained new front desk staff on policies, procedures, and customer service best practices.
- Coordinated with housekeeping and maintenance to ensure rooms met quality standards before guest arrivals.
- Implemented process improvements that increased operational efficiency at the front desk.
- Assisted in managing billing discrepancies, providing clear communication to guests regarding charges.
- Developed relationships with repeat guests to foster loyalty and enhance personalized service experiences.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Maintained strong relationships with guests, addressing concerns promptly and effectively to ensure repeat business.
- Collected room deposits, fees, and payments.
- Handled guest complaints with professionalism, resolving issues promptly to retain customer loyalty.
- Enhanced guest satisfaction by efficiently managing check-ins and checkouts.
- Participated in regular staff meetings to share feedback from guests and suggest improvements for overall hotel operations.
- Reduced wait times during peak hours by quickly processing transactions and providing timely assistance to guests.
- Managed a high volume of incoming calls professionally while maintaining an exceptional level of customer service.
- Improved front desk efficiency by maintaining organized records of guest reservations, payments, and special requests.
- Balanced daily cash drawer accurately, minimizing discrepancies and ensuring proper accounting procedures were followed.
- Collaborated with housekeeping and maintenance teams to maintain high standard of cleanliness in rooms and common areas.
- Assisted guests with transportation arrangements, local recommendations, and other inquiries to enhance their stay experience.
- Completed late check-ins and directed guests to rooms and facilities.
- Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
- Used quick response and dynamic service skills to build relationships with patrons and improve customer retention rate.
- Coordinated with vendors for repair and maintenance of hotel.
- Liaised with housekeeping staff to verify service and maintenance of hotel standards.
- Prepared reports on guest satisfaction levels and other metrics.
Front Desk Night Auditor
Sonesta ES Suites
03.2023 - 01.2025
- Managed front desk operations, ensuring smooth check-in and check-out processes for guests.
- Reconciled daily financial transactions, maintaining accurate records and reports.
- Provided exceptional customer service, addressing guest inquiries and resolving issues promptly.
- Supervised night shift staff, mentoring team members to enhance performance and efficiency.
- Implemented process improvements that streamlined nightly auditing procedures, reducing errors.
- Collaborated with management on scheduling and resource allocation to optimize operational efficiency.
- Conducted regular inventory audits of supplies and equipment, ensuring availability for operations.
- 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.
- Managed reservations accurately, preventing overbooking situations and guaranteeing smooth guest arrivals.
- Logged wake-up call requests and set up automatic rings in system.
- Supported daytime staff by preparing necessary reports and documents for seamless shift transitions.
- 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.
- Improved guest satisfaction by efficiently handling check-ins and check-outs during overnight shifts.
- Promoted hotel loyalty program benefits effectively, increasing membership rates among overnight stayers.
- Collaborated with housekeeping and maintenance teams to address guest room issues promptly, ensuring optimal guest experiences.
- Processed payments securely using the property management system while adhering to strict privacy guidelines.
- Reviewed checklist on daily basis and planned shift accordingly.
- Balanced hotel accounts and resolved discrepancies.
- Developed and maintained positive relationships with guests for satisfaction.
- Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
- Used quick response and dynamic service skills to build relationships with patrons and improve customer retention rate.
- Coordinated with vendors for repair and maintenance of hotel.
- Liaised with housekeeping staff to verify service and maintenance of hotel standards.
Education
High School Diploma -
Schaumburg High School
Schaumburg, IL09-1996
Skills
- Guest relations
- Initiative-taking
- Reservation management
- Teamwork orientation
- Microsoft office
- Property management systems
- Room availability
- Problem-solving skills
- Phone and email etiquette
- Customer service
- Problem-solving
- Teamwork and collaboration
- Hospitality services
- Guest registration
- Office organization
- Reservations
Languages
Spanish
Native or Bilingual
English
Full Professional
Timeline
Front Desk Night Auditor
Sonesta ES Suites
03.2023 - 01.2025
Hotel Front Desk Agent
Quality Inn Hotel
08.2018 - 07.2025
High School Diploma -
Schaumburg High School