JOSE ALMENARA
Victoria
Summary
Professional in guest services, equipped with wealth of experience in delivering exceptional hospitality and resolving guest concerns promptly. Known for fostering team collaboration and consistently achieving high satisfaction ratings. Expertise in conflict resolution and adaptability.
Experienced with guest service management, consistently elevating quality of guest interactions. Utilizes strategic problem-solving to improve satisfaction and retention. Track record of maintaining high standards in dynamic environment.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Guest Experience Expert (Front Desk Agent)
Delta Ocean Pointe Resort
04.2025 - Current
- Managed guest check-in and checkout processes efficiently and accurately.
- Handled lobby and call center operations, ensuring fast response to all guest needs.
- Upsold hotel amenities and local experiences, contributing to measurable revenue increases.
- Provided personalized local recommendations enhancing guest satisfaction scores.
Food and Beverage Relief Supervisor
JW Marriott Hotel
04.2022 - 05.2023
- Supervised and supported team of servers, ensuring consistent premium service delivery.
- Scheduled staff effectively to balance workload during high-traffic hours.
- Used suggestive selling to boost average check values and enhance guest dining experiences.
- Resolved guest complaints with empathy and professionalism, improving retention.
Food & Beverage Supervisor (Internal Promotion)
YMCA of the Rockies Snow Mountain Ranch
03.2017 - 03.2018
- Supervised three dining outlets, ensuring quality standards and workflow efficiency.
- Trained and coached staff to improve guest service delivery.
- Oversaw inventory control and scheduling, minimizing waste and overtime costs.
- Conducted performance evaluations and prepared reports for management.
Executive Lounge Associate
Victoria Marriott Inner Harbour
06.2025 - 10.2025
- Delivered warm, personalized guest service ensuring a welcoming and high-quality lounge experience.
- Addressed concerns with professionalism and ensured service recovery follow-up.
- Collaborated with kitchen and banquet teams to coordinate smooth service during peak periods.
- Maintained organization, presentation, and lounge standards to meet brand expectations.
Guest Experience Expert (Front Desk Agent)
JW Marriott Hotel
06.2023 - 02.2025
- Delivered proactive guest service and resolved inquiries promptly and courteously.
- Maintained close coordination with housekeeping and concierge teams for smooth operations.
- Oversaw executive lounge and call center duties simultaneously.
- Applied upselling techniques, contributing to improved RevPAR (Revenue per Available Room).
Cocktail & Restaurant Server
JW Marriott “El Convento”
09.2019 - 03.2022
- Delivered fine dining service in a luxury hospitality environment.
- Trained and mentored new team members on service standards and upselling practices.
- Supported daily operations to maintain seamless service quality and guest experiences.
Customer Service & Sales Agent
USE – Universal Student Exchange
01.2019 - 08.2019
- Advised clients on cultural exchange programs and tailored travel packages.
- Implemented sales and upselling strategies to attract and retain participants.
- Managed client databases and performed outreach via calls and virtual events.
Quick Service Attendant & Cashier
Walt Disney World
11.2014 - 03.2015
- Delivered high-volume guest service while maintaining brand hospitality standards.
- Managed cash transactions and customized guest orders accurately.
- Demonstrated adaptability and teamwork in a multicultural, fast-paced environment.
Education
Bachelor of Hospitality Management -
San Ignacio De Loyola University (USIL)
Lima, Peru07.2016
Skills
- OPERA Cloud, MICROS POS, MS Office Suite
- Guest relations, Upselling, Conflict resolution, Empathy, Team leadership and scheduling
- Other: Cash handling, Concierge services, Complaint management
- Exceptional communication
- Feedback implementation
Languages
English: Fluent
Spanish: Native
Certification
- Wine Ambassador, Marriott International
- LQA & BSA Standards Certification, Marriott
- Service from the Heart, Marriott International
- MICROS and OPERA Cloud Systems
Timeline
Executive Lounge Associate
Victoria Marriott Inner Harbour
06.2025 - 10.2025
Guest Experience Expert (Front Desk Agent)
Delta Ocean Pointe Resort
04.2025 - Current
Guest Experience Expert (Front Desk Agent)
JW Marriott Hotel
06.2023 - 02.2025
Food and Beverage Relief Supervisor
JW Marriott Hotel
04.2022 - 05.2023
Cocktail & Restaurant Server
JW Marriott “El Convento”
09.2019 - 03.2022
Customer Service & Sales Agent
USE – Universal Student Exchange
01.2019 - 08.2019
Food & Beverage Supervisor (Internal Promotion)
YMCA of the Rockies Snow Mountain Ranch
03.2017 - 03.2018
Quick Service Attendant & Cashier
Walt Disney World
11.2014 - 03.2015
Bachelor of Hospitality Management -
San Ignacio De Loyola University (USIL)