Oscar Serrano
Oakland
Summary
Dynamic Front Desk Manager skilled in staff training and operational coordination. Known for resolving guest complaints and enhancing team performance, driving superior service delivery and guest satisfaction.
Overview
6
6
years of professional experience
Work History
Senior Front Desk Manager
Sonesta Hotels
Emeryville
01.2025 - Current
- Greeted guests upon arrival, delivering exceptional customer service.
- Managed tasks and responsibilities for front office employees when the team was understaffed.
- Supervised front desk operations, enabling guests to receive superior customer service from hotel staff.
- Managed front desk operations for efficient check-in and check-out processes.
- Coordinated room assignments based on guest preferences and special requests.
- Trained new front desk staff on standard procedures and customer service excellence.
- Collaborated with housekeeping to ensure room availability and cleanliness.
- Managed reservations through phone calls, emails, and booking accommodations.
- Performed cashier duties including payment processing, account balancing, and refund resolutions.
- Resolved customer complaints promptly while maintaining a friendly demeanor.
Front Desk Manager
Sonesta Hotels
Austin
04.2023 - 01.2025
- Greeted and assisted guests upon arrival, providing exceptional customer service.
- Managed front desk operations, ensuring smooth check-in and check-out processes.
- Coordinated room assignments, addressing guest preferences and special requests.
- Trained new front desk staff on procedures and customer service standards.
- Resolved guest complaints efficiently, ensuring satisfaction with their stay.
- Collaborated with housekeeping to coordinate room availability and cleanliness status.
- Managed reservations by answering calls, responding to emails and booking accommodations.
- Performed cashier duties such as taking payments, balancing accounts, handling refunds and resolving any discrepancies that arose.
- Resolved customer complaints in a timely manner while maintaining a friendly attitude towards guests.
- Assisted with training new staff members on front desk procedures and policies.
- Provided administrative support to coworkers, taking on additional tasks during high-volume periods.
Senior Field Service Technician
F3 Technologies
Austin
01.2020 - 04.2023
- Installed various systems and components according to specifications and safety guidelines.
- Collaborated with team members to streamline installation processes and improve efficiency.
- Conducted quality checks on installations to ensure compliance with industry standards.
- Assisted in training new installers on techniques and best practices for efficient work.
- Communicated effectively with clients to understand needs and provide installation updates.
- Documented installation processes and changes for future reference and compliance audits.
- Removed systems and fixtures to prepare for replacements.
- Performed troubleshooting to diagnose and resolve system issues.
- Mounted and connected mechanical and electrical equipment according to specifications.
Education
High School Diploma -
Salinas High School
Salinas, CA06-2004
Skills
- Customer service
- Front desk operations
- Cash handling
- Guest relations
- Staff training
- Team collaboration
- Office administration
- Time management
- Conflict resolution
- Attention to detail
- Effective communication
- Multitasking efficiency
- Adaptability
- Event coordination
- Customer service management
- Fluent in Spanish
- Safety and security procedures
- Room assignments
- Daily reporting
References
References available upon request.
Timeline
Senior Front Desk Manager
Sonesta Hotels
01.2025 - Current
Front Desk Manager
Sonesta Hotels
04.2023 - 01.2025
Senior Field Service Technician
F3 Technologies
01.2020 - 04.2023
High School Diploma -
Salinas High School