Summary
Overview
Work History
Education
Skills
Timeline
Generic

Manuel Perez

Gardena,CA

Summary

Experienced customer service expert with over 13+ years of successfully serving the hospitality industry. Experienced with strong verbal communication skills, pays attention strongly to detail and creates 5 Star level experiences for all customers. Motivated employee with excellent time management skills. True problem-solver remains calm under pressure to meet departure schedules. Trained in customer service, flight line operations and safety.

Overview

12
12
years of professional experience

Work History

Language of Destination Customer Service Agent

Delta Airlines
06.2024 - Current
  • Assisted passengers with check-in processes, ensuring a smooth and efficient experience.
  • Provided exceptional service at ticket counters, booking flights and processing payments securely.
  • Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
  • Facilitated the boarding process for passengers, maintaining an organized and efficient environment.
  • Collaborated with airline staff to address any delays or cancellations, providing prompt updates to affected passengers.
  • Coordinated wheelchair services for passengers in need of assistance, ensuring their comfort and safety throughout the airport journey.
  • Assisted customers with special needs, offering personalized support throughout their travel experience.
  • Handled disruptions such as denied boarding or oversold flights calmly and professionally while finding alternative solutions for affected passengers.
  • Resolved customer complaints and concerns professionally, resulting in increased customer loyalty.
  • Enhanced customer satisfaction by providing timely and accurate flight information.
  • Managed lost and found items efficiently, returning valuables to rightful owners whenever possible.
  • Efficiently handled baggage claims, reuniting passengers with their belongings quickly and accurately.
  • Maintained a clean work environment by keeping the counter area tidy and well-organized at all times.
  • Prepared customer invoices, accepted payments, and processed refund and cancellation requests.
  • Provided assistance during emergency situations following established protocols to ensure passenger safety.
  • Continuously updated knowledge of airline policies regarding luggage weight limits, fees, seating assignments-helping customers make informed decisions.

Ramp Agent

Delta Airlines
03.2023 - Current
  • Guided aircraft into and out of parking positions using hand signals.
  • Safely operated various types of equipment such as conveyor belts, push-back tractors and tugs.
  • Tracked flight schedules to promote on-time landings and avoid loading delays.
  • Communicated closely with ground crew, flight crew, and tow person via headset radio to maintain loading and unloading safety and efficiency.
  • Loaded and unloaded luggage and freight and assisted crew and travelers with bags for over 15 daily flights.
  • Connected electrical power unit and air conditioning hoses to aircraft.
  • Coordinated with ramp agents to verify baggage was placed on correct outgoing flight.
  • Transferred luggage from aircraft to collection areas safely.
  • Coordinated ground crew activities to complete objectives on schedule.
  • Maintained clean, orderly work environment free of hazards.
  • Used handheld scanners to efficiently track and maneuver freight throughout distribution network.
  • Strapped items down over protective padding to secure throughout transportation.

Banquet Captain/Server

The Huntley Hotel
08.2018 - Current
  • Supervises banquet functions to ensure they run smoothly and efficiently.
  • Coordinates and delegates setup and breakdown of catering rooms for scheduled functions in a timely manner.
  • Acts as the contact person for guests.
  • Holds pre-shift meetings reviewing BEO and reviews a selected service standard.
  • Coordinates customer experience with the kitchen (sous chef).
  • Supports service staff on the floor as needed.
  • Ensures compliance with all departmental and company policies and procedures.
  • Maintains complete knowledge of service requirements for assigned functions.
  • Responsible for maintaining inventory of Catering supplies and submitting purchase requisition forms to the Director of Catering in a timely manner when needed.
  • Instructs designated employees to rectify any cleanliness/organization deficiencies.
  • Inspects the scheduled function area/room for cleanliness, working condition, and proper furniture/equipment set up. Rectifies any deficiencies with respective departments.
  • Ensures that assigned employees have reported working and reports any absent or tardy employees to the Director of Catering.
  • Coordinates breaks for assigned employees.
  • Assigns stations and side work to Catering staff in accordance with departmental procedures.
  • Communicates additions or changes to the assignments as they arise throughout the shift.
  • Reconciles outstanding charges for events and submits the invoices to the Director of Catering.
  • Ensures that unused food is returned to the kitchen, that designated condiments are broken down and properly stored (butter, cream, dressings, etc) and all banquet supplies are returned to designated storage areas.
  • Ensures all closing duties for staff are completed before staff sign out.
  • Provides feedback on staff performance to the manager and reports disciplinary problems to Director.
  • Reviews status of assignments and any follow-up action with Banquet Director.

Banquet Server (On Call)

The DoubleTree By Hilton
02.2022 - Current
  • Guided arriving guests to tables, took drink orders and relayed information to bartenders.
  • Provided friendly, courteous service to create memorable moments for guests.
  • Maintained customer satisfaction with timely table check-ins to assess food and beverage needs.
  • Maintained event cleanliness during service by promptly clearing dishes after each course.
  • Arranged linens and table settings according to seating plan and event theme.
  • Served appetizers, delivered entrees and refilled beverages for banquet guests.
  • Monitored dietary restrictions and served guests with special needs.
  • Supervised restocking of salad bar and buffet for lunch and dinner service.

Concierge

ARQ Apartments
01.2022 - 03.2023
  • Manages day-to-day operation of the front desk by ensuring staffing, service and financial standards are met.
  • Ensures the day-to-day operation of the front desk meets 5 Star appearance standards.
  • Attends management meetings and those that relate to the front desk.
  • Handles residents/guest complaints and concerns in an appropriate fashion to ensure resident/guest satisfaction and fiscal responsibility
  • Confirmed amenities or leasing appointments, communicated with residents/guests and updated records.
  • Experience working in a hotel, hospitality, or corporate environment.
  • Responded to inquiries from callers seeking information.
  • Answered large volume of incoming calls daily to resolve customer issues and schedule appointments.
  • Computer skills and knowledge of MS Office products, including Word, Excel, PowerPoint, Outlook, and internet.
  • Provided clerical support to company employees by copying, faxing and filing documents.
  • Corresponded with clients through email, telephone or postal mail.

Food Runner

The Bel-Air Bay Club
07.2017 - 08.2018
  • Welcome patrons and customers as they arrive.
  • Provide menus and suggest menu items.
  • Provide detailed information of menu items.
  • Serve welcome drinks and take orders.
  • Repeat orders to ensure accuracy.
  • Relay orders to the kitchen and ensure that all orders are delivered on time.
  • Ensure the accuracy and quantity of every order.
  • Serve food as it arrives and refill glasses.
  • Prepare tables, lift and arrange tables for larger parties.
  • Offer desserts and drinks to patrons.
  • Clean tables and dining areas including counters.
  • Deliver food items to tables in a professional and timely manner.
  • Ensure that food presentation is up to the outlet standards.
  • Provide customers with checks and take payments.
  • Maintain a warm and friendly demeanor at all times.
  • Attention to cleanliness and safety.
  • Servers are expected to be efficient, polite and have a friendly attitude.

Valet Parking Attendant

Trump National Golf Course
09.2015 - 07.2017
  • Issued ticket stubs and placed numbered tags on windshields to assist customers with locating vehicles.
  • Greeted arriving guests and assisted with luggage, sports equipment and pets.
  • Inspected vehicles prior to parking and during retrieval to detect damage.
  • Parked and retrieved automobiles successfully, driving both manual and automatic vehicles.
  • Patrolled area to prevent thefts of parked cars or items in cars.
  • Facilitated vehicle flow by managing traffic control and parking in assigned area.
  • Collected parking fees from customers based on charges for amount of time parked or standard lot fee.
  • Transferred luggage, bags and other items from vehicles and main lobby to and from guest rooms with wheeled cart.
  • Responded immediately to any guest requests or concerns and promptly resolved issues.
  • Provided guests with information regarding hotel's amenities, local attractions, nightlife, dining options, museums and concerts.

Server Assistant

The Strand House
01.2014 - 09.2015


  • Provides professional and exceptional service.
  • Delivers and describes all food items to the guests, in a timely manner.
  • Participates in table maintenance and bussing of excess tableware.
  • Maintain general cleanliness of stations and entire venue.
  • Follow supervisor's instructions, communicate with and support co-workers, be a team player.
  • Possesses in-depth knowledge of all food menus and the company.
  • Complies with Department of Health and company sanitation standards.
  • Communicates the needs of the guests to Front-of-House and Heart-of-House support staffs, managers and chefs.
  • Properly sets-up runner's station, performs side-work and other opening/closing procedures as directed by management, including:
  • Stocks station with prescribed items and supplies.
  • Performs opening side-work as prescribed.
  • Performs closing side-work as prescribed.
  • Reports all breakage, damage of equipment or furniture immediately to management.
  • Attends and participates in daily pre-service meetings.
  • Attends and participates in any training sessions or departmental meetings.
  • Learn by listening, observing other team members and sharing knowledge while leading by example.
  • Portrays a positive and professional attitude.
  • Works as part of a team and provides help and support to all fellow team members.

Food Runner

Panera Bread
11.2012 - 01.2014
  • Maintained speed of service for food orders while minimizing errors and complaints.
  • Delivered correct food items to tables according to order documentation.
  • Garnished dishes and quickly delivered items to customers, minimizing wait times.
  • Cleared tables immediately after guests left in preparation for next party.
  • Trained and mentored newly hired employees to explain process flow and safety procedures.
  • Answered questions from restaurant patrons regarding menu items.
  • Organized and replenished supplies at food stations to optimize team performance.
  • Assisted servers with table settings and beverage refills to support high-volume shifts.
  • Sanitized tables and followed proper cleaning methods to avoid food borne illnesses.
  • Cultivated warm relationships with regular customers.
  • Maintained kitchen productivity, guaranteeing timely preparation and serving of dishes in alignment with customer specifications.

Language of Destination Customer Service Agent

Delta
06.2024 - Current

Education

Associate of Science - Fashion Design

El Camino College Torrance
Torrance, Ca
2022

High School Diploma - undefined

Lawndale High School
Lawndale, CA
2013

Skills

  • Fluent Bilingual Speaker and Reader (English & Spanish)
  • Familiar Using MS Office Applications
  • CPR & First Aid Certified
  • Food Handler Certified
  • Cash Handling Expert
  • Food Preparation and Safety
  • Multi-Tasker
  • Quick Problem Solver
  • Team-Player
  • Excellent Communicator
  • Good Listening Skills
  • Professional Telephone Demeanor
  • Physical Coordination
  • Guest Seating Arrangements

Timeline

Language of Destination Customer Service Agent

Delta Airlines
06.2024 - Current

Language of Destination Customer Service Agent

Delta
06.2024 - Current

Ramp Agent

Delta Airlines
03.2023 - Current

Banquet Server (On Call)

The DoubleTree By Hilton
02.2022 - Current

Concierge

ARQ Apartments
01.2022 - 03.2023

Banquet Captain/Server

The Huntley Hotel
08.2018 - Current

Food Runner

The Bel-Air Bay Club
07.2017 - 08.2018

Valet Parking Attendant

Trump National Golf Course
09.2015 - 07.2017

Server Assistant

The Strand House
01.2014 - 09.2015

Food Runner

Panera Bread
11.2012 - 01.2014

Associate of Science - Fashion Design

El Camino College Torrance

High School Diploma - undefined

Lawndale High School

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Manuel Perez