Juan Gomez Frias
Jackson Hole,WY
Summary
Results-driven professional with a track record of efficiently supporting organizational growth and development through service-oriented operations. Collaborative and forward-thinking, adept at implementing policies, strategic planning, and problem-solving. Demonstrated ability to meet company needs with consistent and organized practices, while thriving under pressure and adapting to new challenges to enhance the organizational brand.
Overview
7
7
years of professional experience
Work History
Guest Services Manager
The Cloudveil, Autograph Collection
Jackson, WY
05.2021 - Current
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Oversaw daily operations of departments, ensuring compliance with established protocols.
- 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.
- Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
- Managed reservations using computer systems like Opera PMS.
- Developed and implemented operational policies and procedures to improve efficiency.
- Proficient in navigating both M3 and Alice systems.
- Completed a comprehensive 3-year training program focused on American Express Fine Hotels and Resorts.
- Recruited, hired, and trained new staff members according to organizational standards.
- Contributed to the success of the opening property leadership team in 2021.
Assistant Front Office Manager
Snow King Resort
Jackson Hole, WY
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 a fast-paced and demanding environment.
- Able to work a 10-hour day.
- Capable of controlling 242 rooms.
- Completed a comprehensive 1-year training program focused on American Express Fine Hotels and Resorts.
- Assisted the Front Office Manager in developing, implementing and monitoring operational policies and procedures.
- Maintained up-to-date knowledge of all hotel products, services, pricing plans and promotions.
- Developed strategies for improving customer satisfaction ratings.
- Elevated guest satisfaction at TripAdvisor by moving the ranking from #30 to #20.
- Received training on both Workday and Mestro PMS systems.
Front Desk Supervisor
Snow King Resort
Jackson Hole, WY
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
Jackson Hole, WY
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
Jackson Hole, WY
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
Jackson, WY
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
Jackson Hole, WY
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
Jackson, WY
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
Certification - Hospitality 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
- Sales and Upselling
- Data Analysis
- Budget Administration
- Branding
- Human Resources Management
- P&L Basic knowledge
- Staffing
- Team Player
- Leadership and team building
- Purchasing and planning
- Employee Development
Timeline
Guest Services Manager
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
Certification - Hospitality Management
Cornell University
High School Diploma -
Jackson Hole High School
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