Efficient in computer systems Fidelio, Opera, PMS, Galaxy, Geac
Juan Espinal
Hospitality Management
Miami Beach,FL
Summary
Hotel management and enhancing customer satisfaction, I spearheaded initiatives at JW Marriott Hotel that significantly improved service delivery and reservation efficiency. My leadership in implementing training programs and leveraging fluency in multiple languages has fostered team cohesion and maximized performance, making me a pivotal asset in hospitality management.
Overview
27
27
years of professional experience
Work History
Reservations Manager
JW Marriott Hotel
12.2023 - 01.2024
- Enhanced customer satisfaction by efficiently managing reservations and providing exceptional service.
- Consulted with central reservations to discuss new rate plans and promotions.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Contributed innovative ideas to improve reservation management software functionality based on user experiences.
- Analyzed booking trends to forecast occupancy rates accurately, informing revenue management decisions.
- Coordinated group bookings for events or conferences, ensuring a seamless process from inquiry to checkout.
Reservation Supervisor
THE RITZ-CARLTON HOTEL
11.2022 - 12.2023
- Led weekly team meetings to review performance metrics, discuss areas for improvement, and celebrate successes.
- Streamlined reservation processes for increased efficiency and reduced booking errors.
- Implemented effective upselling techniques to maximize revenue per booking.
- Monitored competitor pricing strategies and market trends, making informed decisions on rate adjustments as necessary.
- Improved customer satisfaction by efficiently handling reservation inquiries and providing exceptional service.
Supervisor of Operations
Amazon
07.2020 - 09.2022
- Resolved conflicts between employees swiftly and professionally, maintaining a harmonious workplace atmosphere conducive to collaboration.
- Achieved high levels of customer satisfaction with consistent attention to detail and effective communication skills.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Managed scheduling and workload distribution, maximizing productivity without overwhelming team members or compromising quality of work.
Manager
The Nash Hotel South Beach
10.2017 - 12.2020
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maximized performance by monitoring daily activities and mentoring team members.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
Front Office Manager
The Tides Hotel
06.2012 - 08.2017
- Resolved guest complaints professionally, maintaining positive relationships with customers for future business opportunities.
- Implemented staff training programs, improving employee performance and team cohesion.
- Reconciled end-of-day reports to determine accurate billing and payment processing.
- Monitored financial transactions at the front desk, ensuring accurate billing procedures and minimizing discrepancies.
Head Concierge
Sheraton Bal Harbour
03.2006 - 05.2012
- Resolved guest complaints effectively, maintaining high levels of customer satisfaction and loyalty.
- Supervised daily tasks of the concierge team, ensuring timely completion of responsibilities.
- Implemented guest feedback system, leading to continuous improvement in service quality.
- Managed VIP guest requests with discretion, maintaining confidentiality and exceeding expectations.
Front Office Manager
Loews Hotels & Resorts
01.1997 - 02.2006
- Implemented staff training programs, improving employee performance and team cohesion.
- Reconciled end-of-day reports to determine accurate billing and payment processing.
- Monitored financial transactions at the front desk, ensuring accurate billing procedures and minimizing discrepancies.
- Resolved guest complaints professionally, maintaining positive relationships with customers for future business opportunities.
Education
High School Diploma - High School Administration
Military Academy
Military Academy Of The Caribbean06.1989
Skills
Fluency in English and Spanish
Software
Timeline
Reservations Manager
JW Marriott Hotel
12.2023 - 01.2024
Reservation Supervisor
THE RITZ-CARLTON HOTEL
11.2022 - 12.2023
Supervisor of Operations
Amazon
07.2020 - 09.2022
Manager
The Nash Hotel South Beach
10.2017 - 12.2020
Front Office Manager
The Tides Hotel
06.2012 - 08.2017
Head Concierge
Sheraton Bal Harbour
03.2006 - 05.2012
Front Office Manager
Loews Hotels & Resorts
01.1997 - 02.2006
High School Diploma - High School Administration
Military Academy
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