Joshua Figueroa
Brooklyn
Summary
Hospitality professional with keen eye for operational excellence and guest satisfaction. Proven ability to streamline front office processes and elevate customer service standards. Team-oriented with strong focus on collaboration and adaptability, ensuring seamless coordination and positive outcomes. Skilled in conflict resolution and staff supervision.
Overview
8
8
years of professional experience
Work History
Assistant Front Office Manager
Moxy Lower East Side
07.2023 - 01.2025
- Supervised front office operations, ensuring seamless guest experiences & overall efficiency .
- Collaborated with Sales to facilitate property walkthroughs and addressed client inquiries to enhance VIP client experiences and drive contract acquisitions
- Implemented strategies to enhance guest experiences, resulting in record-high satisfaction scores (ITR%)
- Achieved top ranking among NYC properties for multiple quarters, measured utilizing "GXP" metrics
- Overseeing security & FLSD team during shift
- Mastered Marriott's Fosse PMS to enhance operational efficiency
- Overnight management experience. Running various revenue reports, directly communicating data findings to our corporate executives.
Guest Service Agent
The Hoxton, Williamsburg
01.2021 - 01.2023
- Highly experienced in using Oracles “Opera” PMS
- Worked closely with our sales department, food & beverage and housekeeping team to provide all guests with high level, seamless consistency
- Implemented efficient selling strategies to ensure daily maximum occupancy
- Can scrub accounts and route payments to reservations using access to various OTA extranets
- Answer and direct calls and emails to appropriate departments
Visual Merchandising Supervisor / Sales & Stock Lead
Adidas
Queens, NY
01.2017 - 01.2021
- Developed and implemented seasonal display concepts aligning with brand guidelines
- Led visual merchandising strategy to enhance brand presentation and customer experience
- Worked alongside both the stock team & sales team to sustain proper product flow
- Receiving daily shipments of over 100+ boxes and efficiently tracking store inventory
- Cover the register during peak hours of operation whenever needed
Education
Bachelor's degree - Graphic Design
Queens College
Associates degree - liberal arts
Queensborough Community College
01.2018
Skills
- Front Desk Management/ Sales operations
- Proficient in Opera PMS
- Microsoft Office Suite
- Bilingual (English/ Spanish)
- Fast learner
- Data inputting
- Customer service
- Workflow optimization
- Revenue management
Timeline
Assistant Front Office Manager
Moxy Lower East Side
07.2023 - 01.2025
Guest Service Agent
The Hoxton, Williamsburg
01.2021 - 01.2023
Visual Merchandising Supervisor / Sales & Stock Lead
Adidas
01.2017 - 01.2021
Associates degree - liberal arts
Queensborough Community College
Bachelor's degree - Graphic Design
Queens College