Crossfit
José Manuel Pineda Rios
Zihuatanejo
Summary
Personable Guest Service Manager with skills in handling financial transactions and maintaining property management systems. Over 9 years of customer service experience and extensive knowledge of hotel operations and procedures. Builds supportive work environments that boost staff efficiency.
Overview
13
13
years of professional experience
1
1
Certification
3
3
Languages
Work History
Guest Service Manager
Hotel Emporio Ixtapa
Zihuatanejo
03.2021 - 03.2024
- Preparation of budgets, development of sales strategies, supervision of compliance with quality standards and cleanliness in areas.
- Assisted with revenue management tasks, contributing to the achievement of budgeted targets
- Maintained high occupancy rates through effective yield management strategies and attention to market trends.
- Financial statements review, weekly.
- Development of qualitity meetings, creating measures to reach objectives. (First place in Tripadvisor 4 years in a row, satisfied indicator reached first time Ever).
- Kaizen proyect leader, housekeeping area.
- Streamlined front desk operations for improved efficiency, utilizing strong organizational skills.
- Analyzed feedback from guest surveys, identifying areas for improvement and implementing necessary changes to enhance service quality.
- Developed promotional packages to attract new guests while maintaining profitability goals for the property.
- Monitored staff training, scheduling and shift changes.
- Ensured a safe and secure environment for both guests and staff by enforcing established safety procedures and protocols at all times.
- Resolved guest complaints effectively, demonstrating empathy and problem-solving abilities.
Front Desk Manager
Hotel Emporio Ixtapa
Zihuatanejo
07.2016 - 03.2021
- Handled tasks and responsibilities for front office employees during periods of understaffing.
- Maintained an organized workspace at the front desk, contributing to a professional atmosphere that welcomed guests upon arrival.
- Resolved guest complaints by addressing issues with rooms promptly.
- Resolved guest issues with rooms or reservations with knowledgeable and friendly service.
- Attended staff meetings and brought issues to attention of upper management.
- Increased repeat business by providing exceptional service and promptly handling guest feedback.
- Streamlined check-in and check-out processes for a smoother guest experience.
- Prepared weekly employee work schedules to meet operational needs.
- Oversaw daily cash reconciliations, maintaining accurate financial records for the front desk department.
- Improved staff communication through regular meetings, leading to enhanced teamwork and overall efficiency.
- Trained new staff on correct procedures, compliance requirements, and performance strategies.
- Assisted guests with special requests, creating memorable experiences that encouraged positive reviews on social media platforms.
- Contacted housekeeping staff and maintenance department to resolve issues with guest rooms.
- Collaborated with housekeeping and maintenance departments to ensure rooms were ready in a timely manner.
- Supported revenue management strategies by closely monitoring occupancy rates and adjusting room pricing accordingly.
- Kept accounts in balance and ran daily reports to verify totals.
- Enhanced guest satisfaction by efficiently addressing and resolving concerns during their stay.
Front Desk Supervisor
Hotel Emporio Ixtapa
Ixtapa-Zihuatanejo
07.2015 - 03.2016
- Provided exceptional customer service, leading to positive online reviews and repeat business from satisfied guests.
- Trained new employees on front desk operations, ensuring they were well-prepared for their roles and responsibilities.
- Empowered front desk staff by promoting a supportive work environment and recognizing individual achievements, resulting in increased morale and productivity.
- Collaborated with team members to handle guest requirements from check-in through check-out.
- Answered multi-line phone system and transferred callers to appropriate department or staff member.
- Collected room deposits, fees, and payments.
- Created lasting relationships with guests that built loyalty and drove hotel revenue.
- Managed group reservations effectively, providing smooth check-in experiences for large parties or corporate events.
- Resolved guest complaints with tact and diplomacy, maintaining a positive image for the hotel brand.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Improved response times to guest requests through effective delegation of tasks among team members.
Time Share Manager/ Accountable Assistant
Hotel Emporio Ixtapa
Ixtapa-Zihuatanejo
01.2014 - 07.2015
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Communicated clearly with employees, suppliers and stakeholders to keep everyone on same page and working toward established business goals.
- Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
- Improved marketing to attract new customers and promote business.
- Cross-trained existing employees to maximize team agility and performance.
- Accomplished multiple tasks within established timeframes.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
Front Desk Agent
Hotel Emporio Ixtapa
Ixtapa-Zihuatanejo
07.2013 - 01.2014
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Utilized strong organizational skills to manage daily tasks efficiently while maintaining focus on delivering outstanding guest service experiences.
- Handled incoming calls professionally, directing inquiries to appropriate personnel as needed.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Supported sales efforts through upselling rooms, amenities, or special packages when appropriate.
- Answered customer telephone calls promptly and appropriately handled needs.
Front Desk Agent
Hotel Brisas Ixtapa
Ixtapa-Zihuatanejo
04.2011 - 02.2013
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Handled incoming calls professionally, directing inquiries to appropriate personnel as needed.
- Contributed to team success by consistently meeting or exceeding performance targets for guest satisfaction ratings and occupancy rates.
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
- Issued room keys to guests upon check-in and answered questions regarding proper use.
- Collected room deposits, fees, and payments.
- Resolved guest issues promptly, resulting in positive feedback and return visits.
- Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.
- Facilitated smooth guest experiences by coordinating with multiple departments across the property.
Education
Bachelor Degree In Tourism - Tourism Management
Universidad Autónoma de Guerrero
10.2012
Skills
Guest accommodations
Websites
Accomplishments
- Posicionamiento de Propiedad en primer de lugar de Trip Advisor durante 4 años.
- Meta de índice de satisfacción en propiedad, lograda por primera vez.
- Prestaciones para personal.
- Meta de clima laboral siempre lograda y superada.
Certification
Certificado de Kaizen Institute, metodología Lean Six Sigma
Additional Information
Me considero una persona disciplinada, me mantengo activo realizando ejercicio todos los días, mantengo una rutina diaria y soy amante del servicio al cliente, siempre busco como poder mejorar una atención.
Interests
Timeline
Guest Service Manager
Hotel Emporio Ixtapa
03.2021 - 03.2024
Front Desk Manager
Hotel Emporio Ixtapa
07.2016 - 03.2021
Front Desk Supervisor
Hotel Emporio Ixtapa
07.2015 - 03.2016
Time Share Manager/ Accountable Assistant
Hotel Emporio Ixtapa
01.2014 - 07.2015
Front Desk Agent
Hotel Emporio Ixtapa
07.2013 - 01.2014
Front Desk Agent
Hotel Brisas Ixtapa
04.2011 - 02.2013
Bachelor Degree In Tourism - Tourism Management
Universidad Autónoma de Guerrero
Similar Profiles
Cristel Del Rosario Gutierréz PerézCristel Del Rosario Gutierréz Peréz
Hostess at Hotel EmporioHostess at Hotel Emporio
Jael JimenezJael Jimenez
Quality Manager at Pacifica Resort IxtapaQuality Manager at Pacifica Resort Ixtapa
Gabriela RodriguezGabriela Rodriguez
Restaurant Hostess And Waitress at Ixtapa Mexican GrillRestaurant Hostess And Waitress at Ixtapa Mexican Grill