Luis ORTEGA
Deer Park,NY
Summary
Guest Experience Manager with 6 years in hospitality industry and unwavering passion for delivering excellence in customer experience. Superior skills in high volume guest facing venues, overseeing all-staff efficiency and acquiring professional customer feedback.
Overview
5
5
years of professional experience
Work History
Reception Captain — Server — Floor Captain
Swingers Golf- NoMad
Manhattan, NY
10.2022 - Current
- Oversaw and supported the reception/floor team which included, receptionists, hosts, coat room attendants, bathroom attendants, servers, and bussers.
- Ensured that all private and VIP events in the venue ran smoothly by coordinating with the management team and their fellow captains.
- Deescalated heated situations between guests or employees in a courteous and professional manner. Situations ranged from guests with booking complaints to intoxicated guests who had to get handed off to the management team
- Hopped into all roles throughout both departments when needed,
Manager
Plaza Ortega
140 Stanhope Street
10.2020 - 10.2022
- Trained all employees to be hospitality focused by implementing and practicing work philosophies.
- Collaborated and reached out to local news outlets/influencers to promote our establishment and gather new customers
- Helped with close outs and cash handling at the end of the night.
- Obtained knowledge of POS system to hop onto the floor and help when needed.
Experience Specialist — Guest Experience Manager
Color Factory
New York, NY
04.2021 - 08.2022
- Delivered exceptional customer service to every guest by leveraging extensive knowledge of the venue and creating welcoming, positive experiences.
- Investigated and resolved guest inquiries and complaints quickly.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective pre shift meetings and group trainings.
- Oversaw the performance and daily operations of over 50 employees
- Created weekly rotation sheets for entire staff in a way so that every staff member has an equal chance at being at different stations
Photographer — Supervisor
Freeze Frame (One World Observatory)
New York, NY
08.2019 - 03.2020
- Captured our guests experience with a photograph at the photo op site with a friendly and approachable attitude
- Reeled in guests to check out their photo in order to create a sale or just simply put a smile on their face.
- Digitally edited photos to enhance appearance.
- Worked with management team to implement proper division of responsibilities.
- Mentored newly hired employees on operating equipment and safety and developed training manual to use for reference.
- Maintained compliance with company policies, objectives and communication goals.
Education
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BENJAMIN N. CARDOZO HIGH SCHOOL
BAYSIDE, NYBachelor Of Arts - Accounting
CUNY QUEENS COLLEGE
Flushing, NY05.2023
Skills
- Have an attention detail
- Proficient in Microsoft Word and Microsoft Excel
- Fluent in Spanish & English
- Flexible and Adaptable
- Knowledge of POS systems ; Toast, Square, Clover
- Self-Motivated
- Organization and Time Management
Timeline
Reception Captain — Server — Floor Captain
Swingers Golf- NoMad
10.2022 - Current
Experience Specialist — Guest Experience Manager
Color Factory
04.2021 - 08.2022
Manager
Plaza Ortega
10.2020 - 10.2022
Photographer — Supervisor
Freeze Frame (One World Observatory)
08.2019 - 03.2020
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BENJAMIN N. CARDOZO HIGH SCHOOL
Bachelor Of Arts - Accounting
CUNY QUEENS COLLEGE