Opera / Inssist / OnQ / Lightspeed
Andres Esquivel
Bachelor Of Hospitality Business Administration
San Jose Del Cabo,BCS
Summary
Personable Hospitality Specialist with 11 years of success in guaranteeing customer satisfaction optimizing processes and procedures to maximize customer satisfaction and improve resolution efficiency. Highly analytical and organized with good communication and multitasking abilities.
Driven to keep team members engaged, focused and dedicated to customer happiness. Motivating and training team members to provide exceptional service to guests.
Overview
10
10
years of professional experience
Work History
Reservations Supervisor
Four Seasons Hotels and Resorts
Los Cabos , Baja California Sur
2023.05 - Current
- Worked well in a team setting, providing support and guidance.
- Passionate about learning and committed to continual improvement.
- Managed time efficiently in order to complete all tasks within deadlines.
- Strengthened communication skills through regular interactions with others.
- Coordinated with sales teams to maximize group bookings, increasing overall revenue generation potential.
- Contributed to cross-departmental projects aimed at improving overall hotel operations or enhancing guest satisfaction levels.
- Streamlined reservation processes for increased accuracy and reduced booking errors.
- Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services, and facilities.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
Front Office Supervisor
Hilton los Cabos Resort and Spa
Los Cabos , Baja California Sur
2021.11 - 2023.03
- Resolved guest issues with rooms or reservations with knowledgeable and friendly service.
- Check in - Check out
- Trained new staff on correct procedures, compliance requirements and performance strategies.
- Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
- Collaborated with team members to handle guest requirements from check-in through check-out.
- Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
- Oversaw work processes and performed quality control tasks.
- Assessed personnel performance and implemented incentives and team-building events to boost morale.
Front Desk Supervisor
Secrets Puerto Los Cabos
Los Cabos , Mexico
2019.09 - 2021.11
- Designed employee work schedules to address complete operational needs.
- Transformed employee performance by enhancing training and mentoring strategies in operational and customer-facing roles.
- Responded to customer concerns with friendly and knowledgeable service and remedied issues promptly and effectively.
- Oversaw employee performance, corrected problems and increased efficiency to maintain productivity targets.
Manager on Duty/Front Desk Supervisor
Westin Lagunamar Ocean Resort Spa
Cancun , México
2019.03 - 2019.06
- Initiated plans to improve customer relations, quality standards and service efficiency.
- Responded to customer concerns by providing friendly, knowledgeable support and maintaining composure and professionalism.
- Conducted continuous reviews of accounts, procedures and personnel to optimize processes and improve performance.
- Trained employees in essential job functions.
- Handled employee-related issues to improve performance, professional conduct and attendance reliability.
- Supervised and performed human resource management functions for subordinates.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
Front Office Manager
Hyatt Ziva Cancun
Cancun , México
2015.11 - 2018.04
- Collaborated with team members to handle guest requirements from check-in through check-out.
- Oversaw work processes and performed quality control tasks to increase revenue and reduce production times.
- Held monthly office meetings with staff to answer questions, resolve issues and keep employees informed of changes.
- Conducted financial audits on scheduled basis.
- Oversaw front desk operations with eye for hotel reputation, staff productivity and operational efficiency.
- Handled tasks and responsibilities for front office employees during periods of understaffing.
- Trained new staff on correct procedures, compliance requirements and performance strategies.
- Designed employee work schedules to address complete operational needs.
- Reviewed client and staff feedback and made appropriate business adjustments to meet needs and address concerns.
- Standardized office structures and processes to promote collaboration and increased performance.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
Front Desk Manager
Aloft
Cancun , Mexico
2014.08 - 2015.11
- Collaborated with team members to handle guest requirements from check-in through check-out.
- Oversaw front desk operations with eye for hotel reputation, staff productivity and operational efficiency.
- Handled tasks and responsibilities for front office employees during periods of understaffing.
- Performed concierge services for guests.
- Resolved guest complaints by addressing issues with rooms promptly.
- Trained new staff on correct procedures, compliance requirements and performance strategies.
- Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
- Managed front desk
- Designed employee work schedules to address complete operational needs.
- Attended staff meetings and brought issues to attention of upper management.
Education
BBA - Hospitality Administration And Management
Universidad Tecnológica De México Campus Atizapán
Atizapan, MEX 2009.09 - 2013.05
Skills
Problem-solving skills
Software
HotSOS
Starguest
Medallia
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
The way to get started is to quit talking and begin doing.
Walt Disney
Timeline
Reservations Supervisor
Four Seasons Hotels and Resorts
2023.05 - Current
Front Office Supervisor
Hilton los Cabos Resort and Spa
2021.11 - 2023.03
Front Desk Supervisor
Secrets Puerto Los Cabos
2019.09 - 2021.11
Manager on Duty/Front Desk Supervisor
Westin Lagunamar Ocean Resort Spa
2019.03 - 2019.06
Front Office Manager
Hyatt Ziva Cancun
2015.11 - 2018.04
Front Desk Manager
Aloft
2014.08 - 2015.11
BBA - Hospitality Administration And Management
Universidad Tecnológica De México Campus Atizapán
2009.09 - 2013.05
Accomplishments
- SPG Champion, loyalty program expert at Aloft Cancun, managing implementations and controls for the success of the program on property.
- Task Force at Westin Cozumel, providing a successful assistance in the merge between 2 reservations systems And quality control procedures.
- World of Hyatt Champion, leader in the presentation and implementation of World of Hyatt at Hyatt Zika Cancun, in charge of the training program for staff members and the transition through the guests from the old to the new program.
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