Joseph Nieto
Santa Fe,NM
Summary
Dynamic professional with a robust background in hospitality management. Skilled in reservation systems and staff training, known for enhancing guest satisfaction and operational efficiency. Committed to delivering exceptional service and optimizing front desk operations. Recognized for achieving the 2022 Upsell Hotel of the Year in the Americas.
Overview
1
1
Language
1
1
Certification
16
16
years of professional experience
Work History
Front Desk Supervisor
Four Seasons Hotels and Resorts
Santa Fe, NM
09.2022 - Current
- Managed front desk operations and ensured seamless guest check-in processes.
- Trained and mentored new front desk staff on hotel standards.
- Achieved Four Seasons 2022 and 2025 Upsell Resort of The Year in the Americas
- Performed all duties of Front Desk Agent and Night Audit Agent to assist with daily operations.
- Collected Deposits for upcoming reservations.
- Assisted with scheduling of front desk staff and bell staff to maintain optimal coverage.
- Implemented procedures for handling reservations and room assignments, streamlining operations.
- Communicated with other departments to align services and enhance overall guest experiences.
- Enforced hotel policies and procedures to maintain a professional environment.
- Greeted guests at front desk, ensuring a warm and inviting atmosphere.
- Assisted Bell and Valet Team with Luggage Delivery and Valet duties
- Transportation assistance to and from destinations
Concierge
Four Seasons Hotels and Resorts
Santa Fe , NM
11.2020 - Current
- Coordinated special requests and arrangements for VIP guests to enhance their overall experience.
- Coordinated dining reservations and transportation arrangements for guests.
- Answered inquiries and resolved issues to ensure guest satisfaction.
- Collaborated with hotel departments to fulfill guest requests efficiently.
- Assisted guests with reservations, transportation, and dining options to ensure seamless experiences.
- Provided tailored information on local attractions and hotel amenities to enrich guest stays.
- Developed strong relationships with local vendors in order to ensure optimal guest experience
- Assisted Valet with Parking Cars
Front Desk Night Auditor
Four Seasons Hotels and Resorts
Santa Fe, New Mexico
10.2020 - Current
- Managed nightly financial audits to ensure accuracy and compliance with company standards.
- Reconciled credit card transactions and resolved auditing discrepancies.
- Interface reconciliation of food & beverage, Spa and Rooms departments.
- Coordinated end-of-day reporting across hotel departments to streamline operations.
- Utilized property management system for transactions and record-keeping tasks effectively.
- Facilitated efficient guest check-ins and check-outs during overnight shifts.
- Resolved guest inquiries and concerns promptly to enhance overall satisfaction.
Front Desk Agent
Four Seasons Hotels and Resorts
Santa Fe, New Mexico
09.2020 - Current
- Greeted guests warmly upon arrival and assisted with check-in procedures.
- Maintained folios to accommodate package resort credits
- Resolved guest inquiries and issues promptly, contributing to high customer satisfaction.
- Managed reservation systems, ensuring accurate bookings to enhance guest satisfaction.
- Handled phone inquiries, bookings, and cancellations efficiently, maintaining smooth front desk operations.
- Collaborated with team members to ensure seamless front desk operations during peak hours.
- Coordinated with housekeeping to maintain clean and ready rooms for incoming guests.
- Provided information about resort amenities and local attractions to enhance guest experience.
- Assisted Bell Team with Valet and Luggage Assistance
Security Officer
Phoenix Security LLC
Santa Fe, NM
08.2020 - Current
- Monitored premises to ensure safety and security for personnel and property.
- Conducted regular patrols to identify potential security risks and hazards.
- Responded promptly to alarms and incidents, ensuring proper escalation procedures were followed.
- Prepared detailed reports on incidents, including observations and responses taken.
- Collaborated with local law enforcement during investigations and emergencies as needed.
- Implemented access control measures to regulate entry into secured areas effectively.
- Provided exceptional customer service while addressing concerns from employees and visitors.
- Greeted staff, guests, vendors, contractors. upon arrival at the facility entrance.
- Guarded restricted areas to prevent unauthorized entry.
- Verified photo IDs and tickets to allow guests passage.
Night Auditor
Hyatt Regency Tamaya Resort and Spa
Santa Ana Pueblo, NM
10.2018 - 05.2020
- Assisted guests with inquiries and promptly resolved issues to enhance guest satisfaction during overnight shifts.
- Generated daily revenue reports and communicated findings to management.
- Maintained accurate records of room occupancy and reservations, ensuring seamless operations overnight.
- Conducted credit card reconciliations for food and beverage, spa, and room transactions to ensure accurate financial records.
- Conducted interface reconciliations for food and beverage, spa, and room services to ensure accurate financial records.
Rooms Supervisor
Hyatt Regency Tamaya Resort and Spa
Santa Ana Pueblo, NM
05.2018 - 05.2020
- Oversaw room assignments, optimizing occupancy and guest satisfaction rates.
- Managed front office operations, ensuring seamless guest experiences in the resort.
- Trained and supervised front desk and housekeeping staff, fostering exceptional service standards and teamwork.
- Coordinated with PM housekeeping team to ensure guest rooms remained clean and ready for arrivals.
- Resolved guest complaints promptly, improving overall guest satisfaction and loyalty.
- Scheduled routine inspections of guest rooms to ensure cleanliness and safety standards were met.
- Provided guidance to staff members regarding customer service techniques as well as resolving any issues or concerns.
- Conducted regular audits of room inventories
- Assisted Valet and Bell team with luggage and parking
Front Desk Agent
Hyatt Regency Tamaya Resort and Spa
Santa Ana Pueblo, NM
05.2018 - 05.2020
- Greeted guests warmly upon arrival and assisted with check-in procedures.
- Managed folios to accurately apply package resort credits for guest convenience
- Addressed guest inquiries and issues promptly, enhancing overall customer satisfaction
- Managed reservation systems, ensuring accurate bookings to enhance guest satisfaction.
- Processed phone inquiries, bookings, and cancellations efficiently to ensure seamless front desk operations
Front Desk Agent
Inn and Spa at Loretto
Santa Fe , NM
11.2016 - 05.2018
- Managed reservation systems, ensuring accurate booking information for guests and minimizing check-in delays.
- Addressed guest inquiries and resolved issues promptly, enhancing overall customer satisfaction.
- Collaborated with team members to streamline front desk operations during peak hours, improving service efficiency.
- Processed payments and maintained accurate financial records for transactions at the front desk.
- Assisted with check-in procedures.
- Assisted with luggage handling for incoming guests.
Cultural Recreation Coordinator
Hyatt Regency Tamaya
Santa Ana Pueblo, NM
05.2013 - 11.2016
- Organized special events and themed activities to foster community engagement and create memorable experiences for guests
- Coordinated recreational activities to enhance guest enjoyment and satisfaction at the resort
- Collaborated with staff to enhance guest experiences through leisure programs.
- Guided diverse groups through historical and cultural sites, providing engaging insights to enrich their understanding and appreciation of local heritage
- Managed bookings, reservations and payments for tours.
- Managed equipment inventory and ensured proper maintenance.
- Trained new team members on operational procedures and safety standards.
Crew Member
McDonald's
Santa Fe, NM
10.2010 - 02.2011
- Provided excellent customer service to maintain a positive atmosphere for guests.
- Assisted customers with orders and responded to inquiries promptly.
- Addressed and resolved customer complaints to maintain satisfaction and loyalty.
- Oversaw front counter and drive-thru register operations
- Performed cashier duties such as taking orders, collecting payments and providing change.
- Replenished supplies to ensure smooth operations during shifts.
- Ensured cleanliness of workstations and dining areas to enhance guest experience.
Education
High School Diploma -
Santa Fe Indian School
Santa Fe05-2011
Some College (No Degree) - Hote, Restaurant And Tourism Management
New Mexico State University
Las Cruces, NMSkills
- Front desk management
- Team leadership
- Guest relations
- Customer service
- Conflict resolution
- Staff Training
- Concierge services
- Financial auditing
- Shift4 (GiveX)
- FreedomPay proficiency
- Reservation systems: OPERA
- Sales: Upselling
Languages
Keresan
Professional
Certification
CPR Certification
Timeline
Front Desk Supervisor
Four Seasons Hotels and Resorts
09.2022 - Current
Concierge
Four Seasons Hotels and Resorts
11.2020 - Current
Front Desk Night Auditor
Four Seasons Hotels and Resorts
10.2020 - Current
Front Desk Agent
Four Seasons Hotels and Resorts
09.2020 - Current
Security Officer
Phoenix Security LLC
08.2020 - Current
Night Auditor
Hyatt Regency Tamaya Resort and Spa
10.2018 - 05.2020
Rooms Supervisor
Hyatt Regency Tamaya Resort and Spa
05.2018 - 05.2020
Front Desk Agent
Hyatt Regency Tamaya Resort and Spa
05.2018 - 05.2020
Front Desk Agent
Inn and Spa at Loretto
11.2016 - 05.2018
Cultural Recreation Coordinator
Hyatt Regency Tamaya
05.2013 - 11.2016
Crew Member
McDonald's
10.2010 - 02.2011
High School Diploma -
Santa Fe Indian School
Some College (No Degree) - Hote, Restaurant And Tourism Management
New Mexico State University