Justin Quinones
Orlando
Summary
Seasoned hospitality and customer service professional with extensive experience in guest relations, valet operations, and front-of-house leadership. Known for managing high-performing teams, driving superior guest satisfaction, and consistently achieving outstanding Medallia scores at Disney’s Deluxe Resorts. Seeking a supervisory role to leverage proven leadership skills, and operational expertise, in establishing a culture of service excellence. Well-rounded professional committed to interacting with guests and resolving issues to propel customer satisfaction. Smoothly resolves issues, greets guests and oversees reception at busy establishments. Polished and tolerant when handling high-stress situations using appropriate responses.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Guest Service Coordinator
Disney’s Deluxe Resorts
Orlando
04.2019 - Current
- Supervised daily operations of valet and bell services for a high-volume, luxury resort environment, ensuring adherence to Disney’s renowned service standards
- Directed and mentored a team of 15+ employees, setting performance objectives, conducting regular feedback sessions, and facilitating ongoing training
- Effectively managed scheduling and resource allocation to accommodate fluctuating guest volumes, minimizing wait times and enhancing overall guest satisfaction
- Consistently maintained a 94-100% Medallia score for valet services, reflecting superior guest experiences and operational efficiency
- Oversaw conflict resolution with guests and staff, utilizing strong communication and problem-solving skills to deliver positive outcomes
- Collaborated cross-functionally with front desk, housekeeping, and event teams to coordinate seamless guest arrivals, departures, and special event logistics
- Cultivated a culture of accountability by implementing standard operating procedures (SOPs) and performance metrics
- Conducted safety audits and trained staff on occupational health and safety protocols, minimizing risk and ensuring a secure environment for guests and employees
Sales Associate Intern
Panther Capital Group, LLC
Orlando
08.2024 - 11.2024
- Assisted senior brokers in commercial real estate transactions and marketing campaigns, gaining exposure to high-level negotiation and client relationship management
- Analyzed market data and compiled comprehensive reports to identify potential property investments and support data-driven decisions
- Supported deal teams by preparing prospect lists, scheduling appointments, and contributing to marketing pitches
- Demonstrated adaptability by learning new industry software quickly, applying skills in lead generation and CRM management
- Built rapport with stakeholders by maintaining clear communication channels, ensuring consistency and alignment with company objectives
Education
Bachelor’s Degree - Business & Marketing
Florida State University
01.2023
Skills
- Leadership & Team Management
- Guest service
- Team leadership
- Conflict resolution
- Communication skills
- Safety audits
- Market research
- Multi-line phone systems
- Verifying reservations
- Customer service standards
- Concierge services
- Complaint handling
- Check-in procedures
- Confirming departure times
- Exceptional communication
- Credit card systems
- Making reservations
- Customer Service & Hospitality
- Operational Efficiency
- Strategic Communication
- Problem Solving & Conflict Resolution
- Sales & Marketing Insights
Websites
Certification
- Disney Hospitality Excellence Training
- Advanced Customer Service & Communication Strategies
- Real Estate Market Analysis & Lead Generation
Accomplishments
- Achieved 100% Medallia score for valet services on multiple occasions, representing peak levels of guest satisfaction.
- Frequently mentioned by name in guest surveys and feedback for providing exceptional and personalized service.
- Successfully led the onboarding and ongoing training of new employees, resulting in reduced turnover and improved guest interaction quality.
- Recognized for effectively managing operational challenges during peak holiday seasons, maintaining efficiency under high pressure.
References
Available upon request.
References
References available upon request.
Timeline
Sales Associate Intern
Panther Capital Group, LLC
08.2024 - 11.2024
Guest Service Coordinator
Disney’s Deluxe Resorts
04.2019 - Current
Bachelor’s Degree - Business & Marketing
Florida State University
Similar Profiles
Paige EasterlingPaige Easterling
Guest Service Manager - Recreation at Disney’s Contemporary, Grand Floridian and Polynesian ResortsGuest Service Manager - Recreation at Disney’s Contemporary, Grand Floridian and Polynesian Resorts
Jennifer TarantinoJennifer Tarantino
Guest Experience Manager at Disney’s Resorts and VillasGuest Experience Manager at Disney’s Resorts and Villas
Sheryl ArnoldSheryl Arnold
Coordinator of Training at Disney’s Boardwalk and Disney’s Old Key West Resort/Disney’s Saratoga Springs Resort and SpaCoordinator of Training at Disney’s Boardwalk and Disney’s Old Key West Resort/Disney’s Saratoga Springs Resort and Spa
Zaely ZorrillaZaely Zorrilla
EMS Supply & Equipment Coordinator at City of OrlandoEMS Supply & Equipment Coordinator at City of Orlando
Jordan MourningJordan Mourning
Attractions Cast Member at Walt Disney World CompanyAttractions Cast Member at Walt Disney World Company