Surena Gutierrez
Albuquerque
Summary
Results-driven manager and analytical problem-solver skilled in team building and leadership. Leverages strong decision-making and sound judgment to drive company success. Focused on enhancing employee engagement and performance through effective training and morale-boosting initiatives.
Overview
4
4
years of professional experience
Work History
Reservation Sales Agent
Alaska Airlines
Phoenix, AZ
08.2025 - Current
- Provide exceptional customer service to enhance Alaska, Hawaiian, Horizon and SkyWest Airlines, including our Alliance partners experiences during the reservation process.
- Operate within a variety of complex computerized systems of guests and daily operations utilizing reservation systems to accurately process transactions.
- Exceptional interpersonal skills including a professional and pleasant phone demeanor, clear, pleasant, and courteous verbal and and written communication using appropriate grammar, tone and pronunciation accurately and swiftly.
Resort Supervisor
Wekopa Casino Resort
Fort McDowell, AZ
04.2024 - 04.2025
- Oversaw daily operations, ensuring exceptional guest experiences across all resort facilities. Addressing and de-escalating guest complaints promptly and professionally.
- Developed and implemented staff training programs to supervising staff and conducting performance evaluations enhancing service standards and operational efficiency.
- Coordinated with departments to streamline processes, improving overall guest satisfaction ratings. Ensuring consistency in luxury, high-end guest experiences.
Assistant General Manager
La Quinta Inn & Suites
Mesa, AZ
01.2023 - 04.2024
- Supported the General Manager in overseeing daily hotel operations, driving guest satisfaction, managing staff and implementing continuous improvements.
- Filled in during General Manager's absence, handling sales, managed accounts, networking, budgeting, personnel training and facility operations to ensure brand standards are maintained.
- Developed training programs for staff, human resources, hiring, scheduling, staff motivation and enhancing team productivity, service quality and performance.
Education
Bachelor of Science in Criminal Justice - Social Sciences
American InterContinental University
Chandler, AZSkills
- Strong work ethic and production leadership
- Patience, cccomposure, professional and courteous complaint resolution
- Reservation software expertise and multi- tasking abilities
- Customer engagement, teamwork and collaboration
Timeline
Reservation Sales Agent
Alaska Airlines
08.2025 - Current
Resort Supervisor
Wekopa Casino Resort
04.2024 - 04.2025
Assistant General Manager
La Quinta Inn & Suites
01.2023 - 04.2024
Bachelor of Science in Criminal Justice - Social Sciences
American InterContinental University