Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Jose Quezada

Richmond,CA

Summary

Driven Front Desk Agent highly skilled in managing reservations, telephone calls and customer inquiries. Poised and professional with total commitment to guest satisfaction. Well-versed in mitigating customer dissatisfaction with prompt service and diplomatic communication. Offering 7 years of success and experience in customer and personal service. Additional expertise includes time management, effective planning and computer literacy.

Overview

14
14
years of professional experience

Work History

Front Desk Manager

The Metropolitan SF
07.2020 - Current
  • Oversaw front desk operations with eye for condominium reputation, staff productivity and operational efficiency.
  • Trained new staff on correct procedures, compliance requirements and performance strategies.
  • Greeted homeowners, residents, and visitors upon arrival, offered assistance and answered questions to build rapport and retention.
  • Responded to telephone, email, and in-person inquiries regarding reservations, maintenance request and any resident concerns.
  • Resolved any issues or concerns with knowledgeable and friendly service.
  • Managed front desk maintenance of client records and lab data.
  • Responded to telephone, email, and in-person inquiries regarding reservations, the associations policies.
  • Oversaw fast-paced front desk operations.
  • Handled tasks and responsibilities for front office employees during periods of understaffing.
  • Greeted guests at front desk and engaged in pleasant conversations with homeowners and residents while managing lobby traffic.
  • Created lasting relationships with homeowners and residents that built loyalty and drove hotel revenue.
  • Collected amenity deposits, fees and payments. Followed up with amenity reservations to ensure proper documentation was provided.
  • Prepared weekly employee work schedules for team members.
  • Used quick response and dynamic service skills to build relationships with patrons, improving customer retention rate.
  • Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
  • Increased customer service ratings through personable service.
  • Provided services efficiently and with high level of accuracy.
  • Held quarterly office meetings with staff to answer questions, resolve issues and keep employees informed of changes.
  • Anticipated residents needs and responded to requests within reasonable amount of time.
  • Followed company security and check-in policies and procedures and reported suspicious activity. Monitored CCTV cameras.
  • Planned coverage needs and organized services to support incoming special events.
  • Attended staff meetings on [Timeframe] basis and brought issues to attention of upper management.
  • Enforced and explained the Condominium policies proactively
  • Mediate resident conflicts in a manner that is timely and provided proper follow-up and referral when appropriated
  • Reported and documented all necessary maintenance request with Engineer Team.
  • Consistently display a positive attitude and cheerful spirit in all duties and interactions with staff and residents

Server

The Stinking Rose
07.2014 - 07.2020
  • Cultivated warm relationships with regular customers.
  • Worked with POS system to place orders, manage bills and handle complimentary items.
  • Explained menu items and suggested appropriate options for food allergy concerns.
  • Bussed and reset tables to keep dining room and work areas clean.
  • Arranged and prepared tables for customers to offer memorable experiences to guests and foster repeat business.
  • Upsold high-profit items such as appetizers and mixed drinks to enhance sales numbers.
  • Kept register accurate through correct billing, payment processing and cash management practices.
  • Used slow periods to restock supplies, ice, trays and delivery bags.
  • Replenished food items, paper products and canned goods to keep pantry well-stocked during busy periods.
  • Checked identification for minimum age for sale of alcoholic beverages.
  • Applied comprehensive knowledge of wine, cider and beer to increase daily beverage sales.
  • Noted special patron requests and followed up with kitchen to confirm delivery.
  • Carried out complete opening, closing and shift change duties to keep restaurant working efficiently and teams ready to meet customer needs.
  • Displayed enthusiasm and promoted excellent service to customers, successfully increasing referrals and walk-in business.
  • Resolved guest and employee complaints to maintain complete customer satisfaction and workforce effectiveness.
  • Maintained thorough menu knowledge to sufficiently answer questions regarding menu item sourcing, ingredients and cooking methods.
  • Collected payment for food and drinks served, balanced cash receipts and maintained accurate cash drawer.
  • Quickly and clearly communicated dining orders to kitchen staff, directing attention to special requests or dietary restrictions.
  • Maintained order efficiency and accuracy through clear communication with kitchen staff, earning numerous recommendations from satisfied customers.
  • Inspected dishes and utensils for cleanliness.
  • Printed dining checks with total due, collected payment and offered receipts to complete transactions.
  • Strategically timed check-ins with customers to take orders and confirm satisfaction with meals after delivery, taking action to correct any problems.
  • Collected orders and relayed them to bartenders quickly and accurately.
  • Asked customers for feedback, solved problems, provided additional items and [Action] throughout meal.
  • Moved and set up seating, prepared extra silverware and [Action] prior to arrival of large groups.
  • Checked guests' identification before serving alcoholic beverages.
  • Monitored patrons for alcohol intake to appropriate levels and took measures to curtail inappropriate behavior.
  • Scheduled numerous reservations and managed seating arrangements simultaneously in high-traffic [Type] restaurant while maintaining calm, professional demeanor.
  • Supervised set up of banquet food stations and coordinated service to multiple dining areas.
  • Supervised dining table set-up to prepare for diversity of event types, following strict service standards.
  • Mixed both standard and specialized drink orders using liquor, bitters, sugars and fruits.

Hotel Front Desk Receptionist

Hotel Bijou
04.2017 - 03.2020
  • Welcomed each new arrival pleasantly and confirmed reservations and identification.
  • Collected room deposits, fees and payments.
  • Liaised with housekeeping and maintenance staff to address requests and complaints made by guests.
  • Collaborated with team members to handle guest requirements from check-in through check-out.
  • Resolved service-related problems and documented actions in system.
  • Checked lobby, bathrooms and common areas near front desk for cleanliness multiple times per shift.
  • Confirmed relevant guest information and payment methods to prevent fraud.
  • Oversaw fast-paced front desk operations and guests' needs at busy facility.
  • Delivered above-and-beyond service to guests by making outside venue reservations and setting up tours.
  • Informed guests of hotel security features and offered details regarding fire and emergency procedures.
  • Prepared weekly employee work schedules for team members.
  • Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
  • Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
  • Contacted housekeeping staff and maintenance department immediately to resolve guest room issues.
  • Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
  • Promoted hotel brand's loyalty program through [Action].
  • Planned coverage needs and organized services to support incoming special events.
  • Protected guest valuables with main safe or in individual boxes to maximize security.
  • Maintained files and records by implementing effective filing systems that boosted efficiency and organization.

Valet Supervisor

Luxe Valet Inc.
02.2015 - 05.2017
  • Delivered guest vehicles smoothly and met diverse needs of valet customers.
  • Helped guests unload and load luggage.
  • Answered guest's questions about property amenities and services.
  • Completed claim check, vehicle damage and billing dispute forms.
  • Maintained cleanliness of work sites, parking spaces and guest services stations.
  • Monitored and documented guest traffic flow in valet lot.
  • Entered guest vehicle information and location in computerized valet parking system.
  • Arranged special transportation for guests and booked taxis and business-class vehicles.
  • Motivated workers to exceptional performance through implementation of new strategies.
  • Worked closely with personnel, customers and contractors to resolve problems.
  • Maintained safe work environment and confirmed current compliance with OSHA and other governmental regulations.
  • Balanced schedule and customer demands against team capabilities and available resources to meet performance objectives.
  • Mastered enterprise resource planning and logistics and supply chain software and maximized material movement rate.
  • Coordinated responses to emergencies by dispatching vehicles and bringing in additional personnel.
  • Oversaw preventive maintenance and scheduled repairs to maximize vehicle and equipment performance.
  • Recommended measures to improve production methods, equipment performance and team operation and productivity.
  • Managed labor assignments and equipment allocations and met transportation, operations and production goals.

Education

High School Diploma -

Gateway High School
San Francisco, CA
05.2014

Skills

  • Team Management
  • Hospitality Management
  • Information Confidentiality
  • Operations Oversight
  • Staff Supervision
  • Policy Enforcement
  • Confidence and Drive
  • Mail and Package Distribution
  • Client Satisfaction
  • Lobby Auditing
  • Property Security
  • Customer Service
  • Quality Assurance
  • Complaint Resolution
  • Staff Training
  • Property Tours

Languages

English
Full Professional
Spanish
Full Professional

Timeline

Front Desk Manager

The Metropolitan SF
07.2020 - Current

Hotel Front Desk Receptionist

Hotel Bijou
04.2017 - 03.2020

Valet Supervisor

Luxe Valet Inc.
02.2015 - 05.2017

Server

The Stinking Rose
07.2014 - 07.2020

High School Diploma -

Gateway High School

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