Jose Manuel Polanco
Brooklyn
Summary
Dynamic Front Desk Agent at URBN Playground with exceptional customer service and organizational skills. Proven ability to enhance guest loyalty through personalized attention and effective communication. Experienced in training staff and managing high-volume situations, ensuring seamless operations and fostering strong relationships with clients. Fast learner committed to professional growth in hospitality.
Overview
4
4
years of professional experience
Work History
Front Desk Agent
URBN Playground
Manhattan, NY
03.2025 - Current
- Assisted in training new staff on front desk procedures and customer service standards.
- Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Developed strong relationships with frequent guests for repeat business through personalized attention to their preferences.
- Handled incoming calls professionally, directing inquiries to appropriate personnel as needed.
- Increased customer loyalty with exceptional communication skills and personalized service.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
Non-Profit Intern
High School
Brooklyn, NY
01.2022 - 02.2023
- Managed volunteer recruitment and training processes, ensuring a consistent pool of dedicated volunteers for organizational needs.
- Handled sensitive information with discretion while maintaining confidentiality at all times throughout the internship role.
- Facilitated communication between different teams within the organization by acting as a liaison when necessary, promoting effective collaboration efforts across projects or initiatives.
- Participated in professional development opportunities offered by the non-profit organization to further enhance skills relevant to career goals in the sector.
Education
Associates Degree - Business Administration
Guttman Community College
Manhattan, NY06.2025
High School Diploma -
Boerum Hill School For International Studies
Brooklyn, NY06.2023
Skills
- Great observation
- Fast Learner
- Critical Thinking Abilities
- Organizational Skills
- Listening skills
- Front desk management
- Registration
- Customer service
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Front Desk Agent
URBN Playground
03.2025 - Current
Non-Profit Intern
High School
01.2022 - 02.2023
Associates Degree - Business Administration
Guttman Community College
High School Diploma -
Boerum Hill School For International Studies