Martin Lugo Jr
Los Angeles
Summary
Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Night Manager
Ramada Inn Buena Park/Anaheim
Buena Park
04.2023 - 03.2025
- Provided training for new night shift personnel on proper use of equipment and safety protocols.
- Investigated inventory discrepancies and took appropriate action when necessary.
- Implemented training to improve knowledge base of staff and used cross-training methods to maintain productivity during employee absences.
- Established friendly relationships with regular guests, members and residents.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Resolved customer service issues in a timely manner while preserving company standards of quality and professionalism.
- Conducted regular meetings with staff to discuss operational issues and performance reviews.
- Ensured compliance with local laws and regulations related to health, safety, or other areas.
- Oversaw night audit function and preparation of daily financial reports.
- Maintained and enforced procedures for security of monies, credit and financial transactions and guest security.
Night Auditor
Costa Mesa Marriott
Costa Mesa
01.2019 - 04.2023
- Responded to customer inquiries regarding hotel services, reservations, directions.
- Advised housekeeping staff of rooms vacated and ready for cleaning.
- Computed bills, collected payments and made change for guests.
- Performed balance procedures for hotel accounts and resolved discrepancies.
- Attended mandatory meetings for hotel staff and brought issues to attention of upper management.
- Arranged tours, taxis or restaurant reservations for customers.
Hotel Security Officer
Marriott of Newport Beach
Newport Beach
06.2017 - 01.2019
- Maintained high levels of alertness throughout shifts.
- Monitored CCTV systems to ensure safety and security of premises.
- Patrolled crowds during events to preserve order and promote security.
- Monitored security cameras to identify and respond to suspicious activity.
- Prevented access to restricted areas by unauthorized persons.
- Assisted in crowd control during special events at the hotel.
- Ensured compliance with local fire codes and safety regulations within the building.
- Identified suspicious activity to determine appropriate response.
- Maintained calm composure during emergencies while communicating with local law enforcement and emergency response services.
- Inspected security systems to maintain consistent operational availability and to detect evidence of tampering.
- Provided security for hotel guests, staff, and visitors.
- Monitored CCTV cameras to identify suspicious activities.
- Assisted in resolving disputes between guests or staff members.
Education
High School Diploma -
Paramount High School
Paramount, CA06-2014
Associate of Science - Surgical Technician
GCC
Glendale, CASkills
- Customer service
- Safety compliance
- Financial reporting
- Inventory management
- Employee training
- Security management
- Guest relations
- Inventory monitoring
- Profit and loss management
- Guest assistance
Certification
- BSIS Guard Card # 1888601 Exp: 10/30/26
Timeline
Night Manager
Ramada Inn Buena Park/Anaheim
04.2023 - 03.2025
Night Auditor
Costa Mesa Marriott
01.2019 - 04.2023
Hotel Security Officer
Marriott of Newport Beach
06.2017 - 01.2019
High School Diploma -
Paramount High School
Associate of Science - Surgical Technician
GCC