Oscar Guerrero
Orlando,FL
Summary
Highly motivated hospitality professional with over 10 years of industry experience. Proven track record of delivering exceptional customer service and exceeding performance goals. Skilled in quickly learning and adapting to new environments, technologies, and challenges. Strong communication and leadership abilities paired with a passion for creating memorable guest experiences. Eager to leverage my expertise to drive success in a dynamic hospitality setting.
Overview
12
12
years of professional experience
Work History
Housekeeping Supervisor
Marriott's Cypress Harbour Resort
06.2024 - Current
- Assist management in hiring, training, scheduling, evaluating, counseling, disciplining, and motivating and coaching employees.
- Follow all company and safety and security policies and procedures, report any maintenance problems, safety hazards, accidents, or injuries, complete safety training and certifications.
- Ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information, protect company assets.
- Welcome and acknowledge all guests according to company standards, anticipate and address guests' service needs, assist individuals with disabilities, thank guests with genuine appreciation.
- Speak with others using clear and professional language.
- Develop and maintain positive working relationships with others; listen and respond appropriately to the concerns of other employees.
- Ensure adherence to quality expectations and standards.
- Enter and locate work-related information using computers and/or point of sale systems. Read and visually verify information in a variety of formats (e g., small print).
Housekeeping Supervisor
Loews Portofino Bay Hotel at Universal Studios Resort
01.2023 - 04.2024
- Ensures hotel security through key control
- In charge of safety and proper use and storage of hazardous chemicals
- Proper use of HotSOS to log work orders for room repairs and ensure standards are achieved
- Trains housekeeping employees in professional knowledge and skills according to the departmental standards
- Makes sure VIP rooms are prepared accordingly
- Able to perform all duties and responsibilities of housepersons, room attendants and public spaces attendants
- Ensures that employees are committed to all Standards and Procedures and the hotel’s mission statement
- Communicates constantly with dispatcher to ensure that room status is updated and that priority requests are satisfied as soon as possible
- Able to resolve issues in the assigned area
- Provides employees an outstanding model of professional conduct, high morale and guest service
- Demonstrates excellent Guest Relations skills
- Performs additional duties and responsibilities as requested
- Inspect rooms and physical condition of the hotel in assigned area to ensure they’re up to standard
- Greets and interacts with guests in an outstandingly friendly and professional manner
- Coaches, counsels, retrains personnel as needed in order to ensure acceptable performance
- Counsel employees regarding both positive and negative aspects of their performance
- Ensures that lost and found items are turned into Security
Front Office Agent
Loews Royal Pacific Resort at Universal Orlando
04.2022 - 01.2023
- Welcome and register guests in an outstanding friendly, professional, and efficient manner, assigning rooms which satisfy all special requests
- Demonstrate high knowledge of resort amenities and surrounding areas such as attractions and various outlets of operations
- Performs a variety of guest service activities in an exceptionally friendly, professional, and efficient manner.
- Registers guest, assigns rooms, settles guest accounts, and coordinates with other departments to satisfy guest requests
- Adhere completely to all Loews Hotels Standards
- Sell rooms in accordance with Front Desk sales strategies
- Perform check-in and check-out as well as cash handling activities in accordance with all hotel cashiering and credit policies
Theme Park Agent
Hotelbeds USA
06.2019 - 04.2022
- Load Theme Parks products in all platforms/distribution channels, with complete & accurate availability, content, rates, in the appropriate languages according to product and market strategy
- Proceed with the end-to-end process to ensure loaded contracts are correctly reflected in our distribution channels in terms of availability, rates & content
- Working with supplier’s assistance (e.g., booking modifications, rejected bookings, check missing info, offline quotations, sales support…) and work when needed with the Client Relationship Center and Sales to improve our Customer´s Satisfaction.
- Supplier’s complaints/issue resolution, ensuring effective response to clients claims meet SLA deadlines and feedback is provided to the business in order to develop/improve products & services, ensuring specialization per product line, sourcing methodologies & geographies
Client Relations Representative
Hotelbeds USA
05.2017 - 05.2019
- Offer a professional, courteous and friendly telephone manner at all times.
- Effectively deal with any client issues/complaints including follow up and reporting.
- Develop and maximize local product and destination knowledge.
- Have strong communication skills to build strong relationships with internal and external suppliers.
- Present a professional image at all times.
Front Office Agent
Quality Inn & Suites
06.2014 - 05.2017
- Assist third-party companies with inquiries about reservations.
- Make reservations over the phone and through e-mails.
- Accommodate guests' special requests.
- Handle cash and credit/debit card payments.
- Check in and Check out guests.
- Maintain front desk are neat and clean.
- Up sell hotel rooms.
- Communicate with housekeeping and maintenance staff regarding guest rooms.
- Provide information about services and transportation that the hotel has to offer.
Guest Arrivals
SeaWorld Parks & Entertainment
02.2013 - 07.2014
- Sell admissions to the park and parking lot.
- Interact with guests and assist them with purchasing multi-day tickets and annual passes.
- Handle cash, credit cards and company checks.
- Perform background checks related to guests and previous stays before buying EZpay tickets.
- Exchange vouchers for tickets.
- Clean entrance areas to the park and parking lot.
- Assist guests to park their vehicles in the designated parking locations.
- Assist as concierge inside the park to guests who have inquiries about rides and restaurants.
- Greet customers with a smile as they're coming inside the park.
Education
High School Diploma -
Dr. Phillips High School
Orlando, FL05-2011
Valencia Community College
Orlando, FLSkills
- Computer Skills
- Guest Services
- Conflict Management
- Microsoft Office
- Customer Service
- Team Management
Timeline
Housekeeping Supervisor
Marriott's Cypress Harbour Resort
06.2024 - Current
Housekeeping Supervisor
Loews Portofino Bay Hotel at Universal Studios Resort
01.2023 - 04.2024
Front Office Agent
Loews Royal Pacific Resort at Universal Orlando
04.2022 - 01.2023
Theme Park Agent
Hotelbeds USA
06.2019 - 04.2022
Client Relations Representative
Hotelbeds USA
05.2017 - 05.2019
Front Office Agent
Quality Inn & Suites
06.2014 - 05.2017
Guest Arrivals
SeaWorld Parks & Entertainment
02.2013 - 07.2014
High School Diploma -
Dr. Phillips High School
Valencia Community College
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