Roberto Rodrigo Alarcon
Austin,TX
Summary
Seasoned Guest Service Captain with solid background in hospitality and customer service. Notable strengths include problem-solving skills, ability to maintain calm under pressure, and proficiency in coordinating team efforts to enhance guest experience. Past roles demonstrate consistent promotion of positive guest relations, successful resolution of issues, and delivery of high-quality service aligned with brand standards. Demonstrated impact through improved efficiency and guest satisfaction rates.
As a GSC at the JW Marriott I’ve taken the roll of going above and beyond with my customer service and over exceed all expectations due to being a high end hotel with really high standards and expectations when it comes to customer satisfaction, as much as I enjoy doing my job with good people I’ve also learned to be a leader and be able to draw a line between friendship and leadership with all my co-workers, I’ve learned to take initiative and small decision making when it’ll benefit the team and make the fast-paced operation successful
Overview
9
9
years of professional experience
2019
2019
years of post-secondary education
1
1
Certification
Work History
Guest Service Captain
Towne Park JW Marriott
Austin, TX
09.2020 - Current
- Assigned duties to team members according to their abilities and availability.
- Trained new employees on proper procedures for parking guest vehicles.
- Provided superior customer service by responding promptly to guest inquiries and requests.
- Ensured compliance with all safety regulations.
- Communicated effectively with other departments regarding any issues or concerns that may arise in garage or front of hotel.
- Greeted guests upon arrival and managed opening doors and unloading luggage to ensure maximum guest satisfaction.
Cashier Team Lead
HEB Grocery Store
Austin, Tx
05.2017 - Current
- Supported other teams when necessary, such as bagging groceries.
- Recognized potential theft or fraud attempts by monitoring suspicious behavior.
- Processed refunds and exchanges according to company policy.
- Provided guidance to cashiers on how to accurately ring up customers' purchases.
- Trained new cashiers on proper use of registers and store policies.
- Developed strong working relationships with team members to foster collaboration.
- Assisted cashiers with resolving customer complaints and inquiries.
- Monitored cashier performance, providing feedback as needed.
- Answered customer questions and provided store information.
Team Leader
Raising Cane's Restaurants
Lakeway, Texas
11.2018 - 07.2020
- Participated in regular meetings with senior leadership to provide updates on team progress.
- Established clear expectations for employees, providing guidance when needed.
- Maintained a positive work environment that promoted collaboration between team members.
- Ensured compliance with all safety regulations in the workplace.
- Kept work areas clean, neat and free of safety hazards to maximize efficiency.
- Promoted to leadership position in recognition of strong work ethic and provided exceptional customer service.
- Assigned projects and distributed tasks to team members as per area of expertise.
- Established clear team goals aligned with company objectives, tracking progress regularly.
Cashier
Chick-fil-A
Austin, Texas
05.2016 - 05.2017
- Provided excellent customer service while promoting loyalty programs to increase sales potential.
- Issued receipts, refunds, credits or change due to customers.
- Operated cash register efficiently and accurately, processed payments by cash, check, credit card, gift card or automatic debit.
- Greeted customers and answered any questions they had about the restaurant’s products and services.
- Performed other duties as assigned by management.
- Maintained cleanliness of checkout area including countertops, registers and floors.
- Stocked shelves with merchandise when needed.
Education
Sydney Lanier High School
Austin, TexasSome College (No Degree) - Engineering
Austin Community College
Austin, TXSkills
- Outstanding customer service
- Employee training
- Team management
- Conflict resolution
- Problem solver
- Initiative
- Quick and effective
- Decision making
- Communication skills
- Flexibility
- Time management
- Strong leadership
- Responsible
- Adaptability
- Relationship building
Languages
Spanish
Native/ Bilingual
Certification
- TABC Certified
References
References available upon request.
Timeline
Guest Service Captain
Towne Park JW Marriott
09.2020 - Current
Team Leader
Raising Cane's Restaurants
11.2018 - 07.2020
Cashier Team Lead
HEB Grocery Store
05.2017 - Current
Cashier
Chick-fil-A
05.2016 - 05.2017
Sydney Lanier High School
Some College (No Degree) - Engineering
Austin Community College