Ken Naoki Escorpeso
Front desk Assistanrt Manager
Reno,United States
Summary
Skilled, hospitality management graduate with over 10 years of practical experience in hotel operations. Highly effective in greeting guests and finding resolutions to issues. Consistently exceeds corporate goals for guest satisfaction and occupancy rates. Hardworking front desk professional bringing expertise in reservations, concierge services and department collaboration. Experienced Front Desk professional offering superior hospitality service. Highly skilled in managing reservations, mitigating dissatisfaction and increasing guest loyalty through targeted service. Proficient LMS and OPERA, with friendly and decisive approach to resolving challenges.
Overview
16
16
years of professional experience
3
3
years of post-secondary education
Work History
Assistant Front Desk Manager
Caesars Entertainment
Reno, NV
12.2022 - Current
- Responded to customer service inquiries, both in-person and by telephone.
- Monitored front desk staffing hours and scheduled weekly employee shifts.
- Completed employee appraisals to conduct annual reviews.
- Worked with housekeeping team to resolve issues or questions.
- Kept accounts in balance and ran daily reports to verify totals.
- Oversaw front desk operations with eye for hotel reputation, staff productivity, and operational efficiency.
- Welcomed guests and focused on providing positive lodging experience.
- Checked guests in out of hotel, made reservations, and processed payments.
- Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
Front Desk Agent
Hyatt Place Reno-Tahoe Airport
Reno, NV
12.2021 - 01.2023
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Answered customer telephone calls promptly and appropriately handled needs.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Used internal software to process reservations, check-ins and check-outs.
- Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.
- Issued room keys to guests upon check-in and answered questions regarding proper use.
- Collected room deposits, fees, and payments.
- Acquired in-depth knowledge of surrounding area to offer guests with information about dining options, entertainment, and shopping activities.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
Concierge Supervisor
Sullivan
Honolulu, HI
08.2020 - 12.2021
- Conducted competitive research to understand best practices and potential differentiators.
- Coached, supported and developed team with goal of continuous growth and skill improvement.
- Maintained accurate and up-to-date records of guest information.
- Maintained front desk's concierge book to provide visitors with access to relevant local information.
- Created welcoming and comfortable environment for guests.
Sales Associate
Nightrider Jewelry
Honolulu, HI
03.2016 - 03.2020
- Engaged with customers to effectively build rapport and lasting relationships.
- Provided positive first impressions to welcome existing, new, and potential customers.
- Engaged with customers to build rapport and loyalty.
- Helped customers locate products and checked store system for merchandise at other sites.
- Solved customer challenges by offering relevant products and services.
- Accurately processed POS transactions, returning coin, currency, payment cards, and receipts to customers.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
Guest Service Agent
Shoreline Hotels
Honolulu, HI
02.2015 - 03.2016
- Investigated guest challenges and sources of dissatisfaction to offer timely resolution.
- Collected room deposits, fees, and payments.
- Communicated problems regarding guest rooms to housekeeping services and maintenance personnel.
- Streamlined check-in process to decrease wait times and increase customer satisfaction.
- Provided guest assistance and recommendations for tourist attractions.
- Assisted guests with check-ins, account inquiries and any additional services needed.
- Took reservations over phone and through email, recording guest information in computer system and verifying details.
Assistant Store Manager
Sacred Jewels Of Mu
Honolulu, HI
09.2010 - 12.2015
- Walked through store areas to identify and proactively resolve issues negatively impacting operations.
- Provided weekly work schedules to employees to accommodate business demands and vacation requests.
- Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
- Rotated merchandise and displays to feature new products and promotions.
- Verified inventory counts remained within monthly tolerance levels and compiled financial data in compliance with budget.
- Reconciled daily sales transactions to balance and log day-to-day revenue.
- Maintained positive customer relationships by responding quickly to customer service inquiries.
- Processed payments for credit and debit cards and returned proper change for cash transactions.
Server
Taormina Sicilian Cuisine
Honolulu, HI
10.2007 - 12.2010
- Bussed and reset tables to keep dining room and work areas clean.
- Cultivated warm relationships with regular customers.
- Used slow periods to restock supplies, ice, trays, and delivery bags.
- Upsold high-profit items such as appetizers and mixed drinks to enhance sales numbers.
- Arranged and prepared tables for customers to offer memorable experiences to guests and foster repeat business.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Served food and beverages promptly with focused attention to customer needs.
- Maintained clean and organized dining areas to uphold restaurant hygiene standards.
- Set positive tone for entire dining experience as first point of contact for incoming guests.
- Utilized communication practices with kitchen staff to deliver customer meals in timely manner.
Education
Associate of Arts - Liberal Arts And General Studies
Leeward Community College
Pearl City, HI05.2003
High School Diploma -
Mc Kinley High School
1039 S King St Hon,HI,9681306.1997
BBA - Travel Industry Management
San Sebastian Recolletos
Manila,Philippines 08.2003 - 06.2006
Skills
- Problem-Solving Skills
- Front Desk Operations
- Cash Handling
- Staff Training
- Time Management
- Hotel Reservation Systems
- Customer Service Management
- Hospitality Management
- Operations Management
- Check-In and Check-Out Procedures
- Sales Coaching
- Customer Service Standards
Languages
Japanese
Native or Bilingual
Philippines (tagalog)
Native or Bilingual
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Assistant Front Desk Manager
Caesars Entertainment
12.2022 - Current
Front Desk Agent
Hyatt Place Reno-Tahoe Airport
12.2021 - 01.2023
Concierge Supervisor
Sullivan
08.2020 - 12.2021
Sales Associate
Nightrider Jewelry
03.2016 - 03.2020
Guest Service Agent
Shoreline Hotels
02.2015 - 03.2016
Assistant Store Manager
Sacred Jewels Of Mu
09.2010 - 12.2015
Server
Taormina Sicilian Cuisine
10.2007 - 12.2010
BBA - Travel Industry Management
San Sebastian Recolletos
08.2003 - 06.2006
Associate of Arts - Liberal Arts And General Studies
Leeward Community College
High School Diploma -
Mc Kinley High School
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