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
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
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
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