Juan Gomez Frias
Jackson Hole,WY
Summary
Coordinated Guest Services Manager with more than 3 years of experience working for high-end hotel and resorts. Diligent solo and team player, committed to providing exceptional guest services by directing staff, managing individuals and group bookings and resolving common customer service issues. In-depth knowledge of hospitality industry administration.
Overview
7
7
years of professional experience
Work History
Guest Services Manager
The Cloudveil, Autograph Collection
08.2022 - Current
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Developed systems and procedures to improve operational quality and team efficiency.
- Oversaw daily operations across multiple departments, ensuring seamless coordination and efficient execution of tasks.
- Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
- Assisted in recruiting, hiring and training of team members.
Guest Services Supervisor
The Cloudveil, Autograph Collection
05.2021 - Current
- Collaborated closely with other departments to meet guest needs and provide best possible experience.
- Supported team members by offering constructive feedback and coaching as needed.
- Resolved customer complaints swiftly, finding resolutions that maintained customer satisfaction.
- Reviewed upcoming events and planned for expected challenges.
- Collaborated with housekeeping staff to ensure timely room turnovers and high cleanliness standards.
Assistant Front Office Manager
Snow King Resort
06.2020 - 03.2021
- Scheduled front end to meet needs of business and keep team efficient
- Reviewed daily reports in detail and resolved any identified discrepancies
- Evaluated customer issues and complaints and developed amicable solutions
- Oversaw all aspects of office management, including HR functions, file management, and office inventory
- Oversaw accounts payable and accounts receivable duties and interactions with vendors
- Trained new employees in all aspects of office practices and procedures
- Supervised front end associates in fast-paced and demanding environment
- Kept office documents well-organized and quickly retrieved files for team members
- Able to work 10 hour day
- Capable of having the ability to control 242 rooms.
Front Desk Supervisor
Snow King Resort
12.2019 - 05.2020
- Managed guest reservations and room assignments
- Worked with managers to address problems such as upset guest and very upset guest
- Developed and communicated standard operating procedures to team of 6
- Filed records to keep system efficient and information organized
- Consulted with customers to understand desires and suggest best products to meet needs.
Front Desk Agent
Snow King Resort
08.2019 - 11.2019
- Reviewed accounts and charges with guests at checkout
- Collected credit card information for each transaction and posted charges to customer folios
- Greeted guests on arrival and arranged for luggage to be taken to assigned rooms
- Filed records to keep system efficient and information organized
- Determined team targets and implemented plans to achieve goals at individual and group level.
Reservation Agent
Snow King Resort
08.2019 - 11.2019
- Used the public address systems to announce arrival and departure information
- Reviewed the computer database to check the availability on different dates and lock in requested travel times
- Worked with managers to address problems such as package information and Reservation changes
- Met targets consistently by working hard and with strong attention to detail.
PBX Operator
Snow King Resort
06.2019 - 07.2019
- Answered an average of 80 calls per day to offer information, transfer callers or take messages
- Used equipment such as multi-line telephone systems and switchboards, internal intercoms and public address systems to share communications
- Received and routed incoming mail, packages, and deliveries
- Filed records to keep system efficient and information organized.
Sales Associate
TjMaxx
04.2018 - 08.2018
- Serviced established accounts on a consistent basis to maintain strong revenue and customer relationships
- Worked with manufacturers to keep healthy stock levels and correct product issues
- Guided visitors to staff members and business locations with warm, personable approach
- Helped managers improve area operations by sharing customer feedback and contributing new ideas.
Front Desk Agent
Teton Mountain Lodge & Spa
06.2017 - 08.2018
- Pleasantly answered phone calls and routed to proper guest or department
- Received all incoming calls and coordinated with hotel staff to fulfill requests and resolve issues
- Reserved guest rooms over phone, in person and via computer for travelers and provided confirmations
- Provided property details to patrons, including dining areas, pool, spa and fitness center.
Education
Hospitality Administration And Management
Cornell University
Ithaca, NY08.2020
High School Diploma -
Jackson Hole High School
Jackson Hole, WY06.2019
Skills
- Multitasking proficiency
- Customer service abilities
- Decision-making capabilities
- Front office operations
- Fast Thinking
- Cross-cultural communication
- Training and mentoring
- Performance Evaluation
- Problem-Solving
- Attention to Detail
- Organizational Skills
- Team Leadership
Assessments
Front desk agent (hotel), Highly Proficient, 05/2020, Selecting hotel rooms based on verbal requests and identifying errors in hotel data
Languages
Spanish
Native or Bilingual
Timeline
Guest Services Manager
The Cloudveil, Autograph Collection
08.2022 - Current
Guest Services Supervisor
The Cloudveil, Autograph Collection
05.2021 - Current
Assistant Front Office Manager
Snow King Resort
06.2020 - 03.2021
Front Desk Supervisor
Snow King Resort
12.2019 - 05.2020
Front Desk Agent
Snow King Resort
08.2019 - 11.2019
Reservation Agent
Snow King Resort
08.2019 - 11.2019
PBX Operator
Snow King Resort
06.2019 - 07.2019
Sales Associate
TjMaxx
04.2018 - 08.2018
Front Desk Agent
Teton Mountain Lodge & Spa
06.2017 - 08.2018
Hospitality Administration And Management
Cornell University
High School Diploma -
Jackson Hole High School
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