Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Timeline
Generic

Gerardo Acosta

Avon

Summary

Talented Front Desk Supervisor versed in solving range of daily issues with efficient and professional attitude. Adapts easily to changing demands and learns new information quickly. Accomplished leader and team manager.

Overview

13
13
years of professional experience

Work History

Front Desk Supervisor

St James Place
06.2022 - Current
  • Trained new staff on correct procedures, compliance requirements, and performance strategies.
  • Scheduled and assigned daily work and activities for team members.
  • 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.
  • Resolved guest issues with rooms or reservations with knowledgeable and friendly service.
  • Created lasting relationships with guests that built loyalty and drove hotel revenue.
  • Coordinated with room service, housekeeping, maintenance, and security to meet all guest needs.
  • Answered multi-line phone system and transferred callers to appropriate department or staff member.
  • Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
  • Contacted housekeeping staff and maintenance department to resolve issues with guest rooms.
  • Entered and updated sensitive customer information during check-ins and room changes.
  • Introduced customers to resort amenities with pleasant and helpful demeanor.
  • Stored guest valuables in safe and individual boxes for security.
  • Attended staff meetings and brought issues to attention of upper management.
  • Handled tasks and responsibilities for front office employees during periods of understaffing.
  • Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
  • Responded to telephone, email and in-person inquiries regarding reservations, hotel information and guest concerns.
  • Kept accounts in balance and ran daily reports to verify totals.
  • Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
  • Resolved guest complaints by addressing issues with rooms promptly.
  • Prepared weekly employee work schedules to meet operational needs.
  • Checked guests in out of hotel, made reservations, and processed payments.
  • Followed company security and check-in policies and procedures and reported suspicious activity to supervisor.
  • Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
  • Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.
  • Trained team members on new hotel services and products to support promotional efforts.

Parking Attendant

Manor Vail Lodge
12.2015 - 04.2022
  • Observed and monitored parking lot or garage to preserve safety of customers and vehicles.
  • Facilitated vehicle flow by managing traffic control and parking in assigned area.
  • Answered general questions about parking fees, facilities, and directions.
  • Used hand signals or flashlights to direct motorists to parking areas or parking spaces.
  • Kept parking lot clean and well-maintained to provide safe and attractive lot to customers.
  • Kept parking lot usage orderly by enforcing parking regulations.
  • Worked at Manor Vail Lodge during the winter for seven seasons.
  • Collected parking fees from customers in compliance with parking regulations to discourage illegal parking.
  • Issued parking citations to enforce parking regulations.
  • Assisted with parking lot security to deter theft and other criminal activities in parking lots.
  • Handled cash, made accurate change and maintained balanced cash drawer.
  • Answered questions and provided information on Golden Peak and Vail Mountain.
  • Monitored parking space availability to direct customers to open spots quickly.
  • Directed patrons to designated parking spaces.

Dispatcher

Epic Mountain Express
01.2011 - 04.2022
  • Directed dispatching, routing, and tracking of all fleet vehicles.
  • Trained and provided guidance to new team members to apply best practices and comply with protocols and regulations.
  • Oversaw route and road conditions to manage daily schedule and maintain organized shifts.
  • Answered phone calls and responded to customer emails.
  • Monitored vehicle locations to coordinate timely arrivals and departures from the Vail Valley to and from the airport.
  • Assisted in resolving customer complaints and grievances.
  • Monitored and tracked dispatch communication systems.
  • Oversaw and enforced compliance with all safety regulations and DOT regulations.
  • When not doing dispatch I would train new hires and also drove guest from/to the airport from the Vail Valley.

Education

High School Diploma -

Hatch Valley High School
Hatch, NM
05.2000

Skills

  • Hospitality Services
  • Team Building and Supervision
  • Cash Control
  • System Updates
  • Reservations Management
  • Operations Oversight
  • VIP Guest Relations
  • Word Processing
  • Guest Relations
  • Staff Development
  • Problem-Solving Skills
  • Staff Training
  • Cash Handling
  • Compliance Monitoring
  • Training and Mentoring
  • Staff Supervision

Accomplishments

  • Developed programs that encouraged front office team members to provide exceptional service. Created several SOP's for the front desk at The St James Place.
  • Pitched in and worked any front desk position when short-staffed to ensure that guests were served promptly, resulting in reduced waiting times.
  • Used Microsoft Excel to develop office supply inventory, arrivals and packages tracking spreadsheets.
  • Supervised team of 4 staff members.
  • Was named Employee of the quarter in the spring of 2023.

Languages

Spanish
Native or Bilingual

Timeline

Front Desk Supervisor

St James Place
06.2022 - Current

Parking Attendant

Manor Vail Lodge
12.2015 - 04.2022

Dispatcher

Epic Mountain Express
01.2011 - 04.2022

High School Diploma -

Hatch Valley High School

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Gerardo Acosta