Joshua Salcedo
Rancho Cucamonga
Summary
Hospitality professional with expertise in managing guest services and ensuring optimal guest experiences. Known for fostering team collaboration and adapting to changing needs to achieve outstanding results. Skilled in conflict resolution and staff training, with focus on maintaining high service standards and guest satisfaction.
Overview
14
14
years of professional experience
Work History
Guest Service Manager
Toyota Arena
Ontario, CA
09.2014 - Current
- Led guest service team to enhance customer satisfaction and streamline operations.
- Developed training programs to elevate staff performance and service standards.
- Implemented feedback systems to identify areas for improvement in guest experiences.
- Overseas scheduling and staffing, optimizing resource allocation during peak events.
- Resolved guest complaints effectively, demonstrating empathy and problem-solving abilities.
- Attended to customer needs, responding to questions, complaints and escalations.
- Collaborated with other departments to coordinate guest services, resulting in seamless experiences for guests.
- Created an open communication environment within the team that encouraged idea-sharing and fostered collaboration among colleagues for continuous improvement efforts.
- Hired and trained new employees, demonstrating best methods for serving clients and guests.
Guest Services Supervisor
Greek Theater
Los Angeles, CA
03.2019 - 10.2021
- Assist Guest Service Manager with staffing.
- Supervising the plaza & all enter points to assist guest with ticketing issues.
- Oversaw 40 ushers during events to ensure guest are finding there seat location.
- Making sure all staff is going on break on a timely matter.
- Assisting with ADA relocations.
- Supervising pre events or Meet & Greets.
- Staying once the event is over and assisting load out until the venue was clear.
Front Desk Agent
Ayres Hotel & Suites
Ontario, CA
01.2013 - 06.2013
- Greeted and assisted guests with check-in and check-out procedures, ensuring a welcoming environment.
- Managed reservations through property management systems, optimizing occupancy rates and guest satisfaction.
- Coordinated with housekeeping and maintenance teams to ensure timely room readiness and address guest concerns.
- Handled guest inquiries and complaints, providing effective solutions to enhance overall experience.
Housekeeping Assistant
Ontario Radisson
Ontario, CA
08.2012 - 12.2012
- Maintained cleanliness and organization of guest rooms and common areas.
- Assisted in laundry operations, ensuring timely availability of linens and towels.
- Collaborated with team members to uphold high standards of hygiene and sanitation.
- Conducted inventory checks for cleaning supplies and reported shortages promptly.
Education
Associate of Arts - Hospitality And Tourism Management
Mt. San Antonio College
Walnut, CA06-2020
High School Diploma -
Los Osos High School
Rancho Cucamonga, CA05-2013
Skills
- Guest accommodations
- Staff training and development
- Complaint handling
- Schedule coordination
- Team management
- Strong leadership
- Interviewing and hiring
- MS office
- Relationship building
Timeline
Guest Services Supervisor
Greek Theater
03.2019 - 10.2021
Guest Service Manager
Toyota Arena
09.2014 - Current
Front Desk Agent
Ayres Hotel & Suites
01.2013 - 06.2013
Housekeeping Assistant
Ontario Radisson
08.2012 - 12.2012
Associate of Arts - Hospitality And Tourism Management
Mt. San Antonio College
High School Diploma -
Los Osos High School