ROMAN HIDALGO
Hawthorne
Summary
Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.
Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Overview
27
27
years of professional experience
Work History
Client Services Manager
AKA Beverly Hills
Beverly Hills, CA
05.2024 - Current
- Developed and implemented client relationship strategies to enhance customer satisfaction and retention.
- Coordinated cross-functional teams to deliver seamless service experiences for high-profile clients.
- Analyzed client feedback to identify opportunities for service improvement and operational efficiency.
- Led training sessions for staff, fostering a culture of excellence in client service delivery.
- Streamlined communication processes between departments to ensure timely response to client inquiries.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Resolved escalated issues with professionalism, maintaining client trust and safeguarding the company''s reputation.
- Delivered outstanding service to clients to maintain and extend relationships for future business opportunities.
- Performed duties and provided service in accordance with established operating procedures and company policies.
- Consistently met or exceeded sales targets by proactively identifying opportunities for business development within assigned territories.
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
- Developed strong relationships with key clients, leading to increased retention rates and long-term partnerships.
- Interacted with clients on regular basis to quickly alleviate issues and provide project updates.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
Front Office Manager
AKA Beverly Hills
Beverly Hills, CA
09.2020 - 05.2023
- Oversaw front office operations, ensuring seamless guest experiences and efficient service delivery.
- Managed staff scheduling and training programs to enhance team performance and service quality.
- Implemented procedures for reservation management, improving accuracy and reducing booking errors.
- Coordinated guest feedback initiatives, driving improvements in customer satisfaction ratings.
- Streamlined communication between departments, fostering collaboration and operational efficiency.
- Mentored junior staff, providing guidance on best practices in guest relations and problem-solving strategies.
- Created weekly schedules for front office staff members to ensure appropriate coverage during peak hours or high demand periods.
- Resolved guest complaints professionally, maintaining positive relationships with customers for future business opportunities.
- Developed effective communication channels within the team to improve decision-making process and problem-solving abilities.
- Collaborated with housekeeping and maintenance departments to ensure timely room availability and optimal guest experience.
- Implemented pre-arrival preparations such as assigning rooms based on specific requirements leading to seamless arrival experiences.
- Coached employees through day-to-day work and complex problems.
- Developed procedures to establish accurate and organized check-in and check-out processes.
- Streamlined communication between front office and other hotel departments, improving overall operation efficiency.
Front Office Supervisor
AKA Beverly Hills
Beverly Hills, CA
02.2018 - 09.2020
- Supervised front office operations, ensuring efficient guest check-in and check-out processes.
- Trained and mentored staff, fostering a collaborative and high-performance work environment.
- Implemented new procedures to enhance guest satisfaction and streamline service delivery.
- Coordinated communication between departments to resolve guest issues promptly and effectively.
- Trained new front office staff, ensuring thorough understanding of hotel policies and procedures.
- Promoted positive work environment by fostering teamwork among front office staff members.
- Enhanced guest satisfaction by efficiently managing front office operations and addressing customer concerns promptly.
- Assisted guests with special requests, demonstrating excellent problem-solving skills and a commitment to customer satisfaction.
- Collaborated with housekeeping and maintenance teams to ensure room availability and quality standards were met.
- Coordinated with other departments to resolve any guest issues promptly, ensuring a seamless guest experience from arrival to departure.
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
Guest Services Associate
AKA Beverly Hills
Beverly Hills, CA
12.2014 - 02.2018
- Managed guest check-in and check-out processes, ensuring smooth arrivals and departures.
- Resolved guest inquiries and concerns promptly to enhance overall satisfaction.
- Collaborated with housekeeping and maintenance teams to address room readiness issues.
- Provided personalized recommendations for local attractions and dining options to guests.
- Assisted guests with reservation modifications, resolving any issues promptly and professionally.
- Resolved guest complaints diplomatically to maintain a positive property reputation and high customer satisfaction rates.
- Developed strong rapport with returning guests to foster loyalty and repeat business.
- Contributed positively towards creating a welcoming atmosphere by maintaining a clean and organized front desk area at all times.
- Managed guest inquiries via telephone, email, and in-person communication, ensuring accurate information delivery.
- Enhanced guest satisfaction by providing exceptional customer service at the front desk.
- Collaborated closely with colleagues across departments to enhance overall guest experience throughout their stay.
Costumer Service/Office Assistant
United Express Messengers and Attorney Services
Century City, CA
03.2008 - 06.2014
- Answered phone calls of clients and vendors, documented new orders, monitored and helped on all clients issues with orders, managed office needs, faxing, E-mailing, and printing of documents, sorted of incoming and outgoing mail, picked up and delivered of legal documents to courthouses on daily basis.
Property Manager Office Assistant
The Century Towers HOA
Century City, CA
08.2006 - 02.2008
- Documented all daily management activity, answered phone calls, helped in the office with photocopying, printing, and solving residents issues, filed and prepared all account payables, relieved front desk and security agents for their lunch and break times, trained new front desk and security personnel, advised management on issues related to the association.
Front Desk Agent
The Californian on Wilshire HOA
Westwood, CA
04.2005 - 07.2006
- Managed the front desk area, answered phone calls, recorded all incoming/outgoing residents and management mail, monitored video surveillance cameras, checked in/out guests and vendors.
Security/Front Desk Agent
The Remington Plaza HOA
Westwood, CA
02.2001 - 03.2005
- Managed the front desk area, recorded outgoing and incoming resident's mail, monitored video surveillance cameras, checked in/out guest and vendors, patrolled premises, solved security issues.
Parking Valet Attendant/Front Desk Agent
The Wilshire Regent
Westwood, CA
03.1999 - 02.2001
- Managed the front desk area, recorded the incoming and outgoing residents mail, monitored the entrance of service and guest people, parked guest and residents vehicle when valet parking personnel were absent.
Education
G.E.D Certificate - E.S.L
Abram Friedman Adult High School and Vocational Center
01-1996
Bachelor's Degree On Business Administration - Accounting And Finance
Universidad San Carlos De Guatemala
Guatemala09-1992
Skills
- Fast learning
- Attention to detail
- Files and records maintenance
- Client-focused
- Operations management
- Bilingual (English/Spanish)
- Proficiency in Costumer Service
- Typist Diploma with a score of 80wpm
- Computer proficiency
- Sales support
- Client relationship building
- Staff training
- Strong leadership
- Team leadership
- Interpersonal relations
- Business administration
- Positive attitude
- Teamwork and collaboration
- Time management
- Problem-solving abilities
- Multitasking Abilities
- Reliability
- Organizational skills
- Active listening
- Effective communication
- Adaptability and flexibility
- Decision-making
- Problem resolution
- Customer relations
- Work Planning and Prioritization
- Self motivation
- Interpersonal skills
- Customer relationship management
- Recruitment and hiring
- Professionalism
- Good judgment
- Staff management
Languages
Spanish
Native or Bilingual
English
Full Professional
Timeline
Client Services Manager
AKA Beverly Hills
05.2024 - Current
Front Office Manager
AKA Beverly Hills
09.2020 - 05.2023
Front Office Supervisor
AKA Beverly Hills
02.2018 - 09.2020
Guest Services Associate
AKA Beverly Hills
12.2014 - 02.2018
Costumer Service/Office Assistant
United Express Messengers and Attorney Services
03.2008 - 06.2014
Property Manager Office Assistant
The Century Towers HOA
08.2006 - 02.2008
Front Desk Agent
The Californian on Wilshire HOA
04.2005 - 07.2006
Security/Front Desk Agent
The Remington Plaza HOA
02.2001 - 03.2005
Parking Valet Attendant/Front Desk Agent
The Wilshire Regent
03.1999 - 02.2001
G.E.D Certificate - E.S.L
Abram Friedman Adult High School and Vocational Center
Bachelor's Degree On Business Administration - Accounting And Finance
Universidad San Carlos De Guatemala