Paul Torres
SAN ANTONIO,TX
Summary
With over 10 years of Customer Service experience I have found my home in the Hospitality Industry. From the beginning I have worked hard on developing myself and my passion in serving our guests. Providing as memorable of an experience for them as possible. Going above and beyond for not only our guests but for my team as well. I am excited to continue my growth and development and am willing to take on any task to do so.
Overview
10
10
years of professional experience
Work History
Assistant Front Office Manager
Grand Hyatt San Antonio
05.2023 - Current
- Provided support to the Front Office Manager, ensuring consistent management presence at all times.
- Provided quick and efficient check-in/ check-out for our guest, ensuring all billing was accurate before departure.
- Handled high-stress situations, coming up with quick solutions to satisfy our guest.
- Worked closely with housekeeping and maintenance departments to ensure room availability and quality standards.
- Assisted Sales and Reservations with any changes to guest reservations, billing updates or room assignment.
- Managed room inventory to optimize revenue opportunities during high-occupancy nights.
- Assisted in the hiring process for Front Office staff, ensuring a strong team of well-trained employees.
- Ensured accurate billing procedures were followed consistently by Front Office staff members.
- Drafted employee work schedules.
- Completed bi-weekly payroll for Front Office and Bellman.
- Interacted with guests by phone, email, or in-person to provide information or resolve any issues the guests may have had.
- Knowledgeable in Colleague Advantage, Opera, Amadeus(HotSOS) and Reserve.
Front Office Host
Grand Hyatt San Antonio
10.2022 - 05.2023
- Provided quick and efficient check-in/ check-out process for our guest.
- Assisted concierge services by offering personalized recommendations for local attractions, restaurants, and activities based on guest preferences.
- Assisted in phone calls and emails to the hotel.
- Handled high-stress situations at the desk. Giving quick solutions and helping de-escalate situations so before management got involved.
- Assisted ensuring all guest billing was accurate.
Bellman
Grand Hyatt San Antonio
05.2014 - 10.2022
- Escorted guests to assigned rooms and transported luggage.
- Engaged guests in conversation about their stay at the hotel, gathering feedback for management review and potential future improvements.
- Provided guests with information regarding hotel's amenities, local attractions, nightlife, dining options, museums and concerts.
- Delivered newspapers, packages and check-out invoices to guest rooms.
- Notified front desk manager of any guest issues in need of additional attention.
- Explained important features of guest rooms to travelers.
- Stored luggage for guests, retrieving baggage and items when notified.
- Maintained knowledge of destination and answered customer questions within scope of understanding.
Education
High School Diploma -
John F Kennedy High School
San Antonio, TX06.2011
Skills
- Customer Service
- Staff Training and Development
- Employee Supervision
- Complaint Handling
- Reservation handling
- Scheduling
- Concierge services
- Room assignment coordination
- Guest check-in and out procedures
- Hospitality services
Accomplishments
- Colleague of the Month November 2022
- Colleague Rising Star for 2022
Timeline
Assistant Front Office Manager
Grand Hyatt San Antonio
05.2023 - Current
Front Office Host
Grand Hyatt San Antonio
10.2022 - 05.2023
Bellman
Grand Hyatt San Antonio
05.2014 - 10.2022
High School Diploma -
John F Kennedy High School
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