Martha Gonzalez
Dallas,TX
Summary
Professional in customer service with strong focus on team collaboration and achieving results. Skilled in conflict resolution, communication, and managing team performance. Reliable and adaptable, ensuring seamless operations and customer satisfaction in dynamic environments. Prepared to lead and support team to meet and exceed goals.
Overview
7
7
years of professional experience
Work History
Front Desk Supervisor
Aimbridge Hospitality
07.2022 - 07.2025
- Supervised front desk operations, ensuring exceptional guest service and satisfaction.
- Trained and mentored staff on best practices for customer interactions and problem resolution.
- Coordinated daily staffing schedules to optimize coverage during peak hours and enhance efficiency.
- Implemented procedures that improved check-in/check-out processes, reducing wait times for guests.
- Managed inventory of office supplies and equipment, ensuring availability for operational needs.
- Handled guest complaints with professionalism, maintaining high standards of service recovery.
- Trained new employees on front desk operations, ensuring they were well-prepared for their roles and responsibilities.
- Trained new staff on correct procedures, compliance requirements, and performance strategies.
- Provided exceptional customer service, leading to positive online reviews and repeat business from satisfied guests.
- Resolved guest complaints with tact and diplomacy, maintaining a positive image for the hotel brand.
- Communicated regularly with management on front desk performance, identifying areas for improvement or growth opportunities.
- Coordinated with room service, housekeeping, maintenance, and security to meet all guest needs.
- Streamlined check-in and check-out processes for improved guest experience and reduced waiting times.
- Created lasting relationships with guests that built loyalty and drove hotel revenue.
- Implemented an organized filing system for important documents, streamlining record-keeping practices at the front desk.
Valet Supervisor
Towne Park
03.2018 - 07.2023
- Supervised daily operations, ensuring efficient vehicle management and service delivery.
- Trained and mentored valet staff to enhance performance and customer satisfaction.
- Implemented process improvements to streamline vehicle retrieval and parking procedures.
- Coordinated with hotel management to align service standards with guest expectations.
- Resolved customer complaints promptly, maintaining high levels of satisfaction and loyalty.
- Handled escalated guest issues effectively, preserving customer loyalty by addressing concerns promptly while adhering to company guidelines for conflict resolution.
- Enhanced customer satisfaction by implementing efficient parking strategies and maintaining a professional demeanor.
Education
High School Diploma -
Franklin D. Roosevelt High School
Dallas, TXSkills
- Time management
- Hospitality management skills
- Guest relations
- Customer reservation handling
- Problem-solving skills
- Customer service management
- Bilingual in English and Spanish
Timeline
Front Desk Supervisor
Aimbridge Hospitality
07.2022 - 07.2025
Valet Supervisor
Towne Park
03.2018 - 07.2023
High School Diploma -
Franklin D. Roosevelt High School