Customer Service Manager

Augusto J. Martinez

**** ******* *** *-***, Fort Myers, FL 33901 Tel: 239-***-****

abkuxx@r.postjobfree.com

Objective

Dynamic person who seeks for a position in the hospitality industry with the purpose of becoming

a Front Office Manager or Concierge. Offering communication skills as the knowledge of three

languages such as Spanish, English, French plus the ability to provide excellent customer service

support. Personable, outgoing and comfortable communicating with people from diverse

backgrounds, occupations and cultures. Thrive on challenges and adapt quickly to new

environments and responsibilities.

Experience

Flight Attendant

1st of March2006 – December 15th, 2006 Avianca-Sam, Bogotá, Colombia

Provide safety to the passengers ensuring the company standards.

Give excellent costumer service to the clients.

Night Auditor

June 15th – November 30th, Concorde-Hotels, Geneva, Switzerland

Credit cards control and bills verification.

Prepare next day arrivals

Close the system opera for the next day.

Deliver room service to the guest rooms.

Answer the phone in a courtesy manner

Guarantee the safety of the hotel during the night.

Provide general information of the establishment and the area.

Set up wake up calls

Send satisfaction survey to our guest through the Market Metrix System.

Guest Service Agent

January 20th – May18th, 2008 and August 4th- December 7th, 2008 Norwegian Cruise Lines,

Worldwide

Responsible for giving accurate, consistent information to guests in an efficient and courteous

manner. If a situation becomes

Answering the emergency telephone line and taking appropriate, immediate action as necessary.

Must handle guest requests and complaints in an effective way by taking ownership of the

request or problem then following-up until the matter is finalized.

Maintains a cash float for giving change and cashing traveler checks for guests.

Takes care of lost and found items and related documentation.

Keeps continued records in computerized log book regarding guest issues and must follow up.

Taking request through the switchboard, forwarding them on to the appropriate area.

Translation of the daily newspaper in French and Spanish.

Guest Service Agent

Candlewood Suites, FT Myers, FL 33908

January 2010 – Present

Insure guests satisfaction

Make Check-In and Check-out of guests.

Make reservations through the phone following the E-signature standard procedures

Answer the Phone in a courtesy manner.

Provide general information of the area.

Cash Handling and credit card transactions

Balance Postings, verify transactions.

Print daily reports.

Cashier(Part time)

Kmart – Sears Group Naples, FL 34116

January 2010 – Present

Cash handling procedures and provide general info.

Education

Newport University, Newport Beach, California, Online

January, 2003 to November 2006

Bachelor of Business Administration

Universidad Autonoma del Caribe, Barranquilla, Colombia

August, 200 to July 2005

Bachelor in Hospitality Management

Alliance Francaise, Barranquilla, Colombia

March 2002 to October 2004

Diploma of French a second language

Aspect – Woodbury University, Burbank, California

January 1999 to August 1999

Diploma of English as a second language.

Skills & Languages

Please list your skills and languages with the level of knowledge.

Skills & Excellent Good Basic

Languages

English X

Spanish X

French X

Italian x

References

Systems Skills: Word, Excel, Power point, Opera, Fidelio, Mac, Windows,

Al Almazán

Front Office Manager

Norwegian Cruise Lines,

Tel: +1-520-***-****

abkuxx@r.postjobfree.com

Gina Daza Zapateiro

Flight attendant’s director

Avianca – Bogota D.C

Tel: +57-1-587-7700 ext Recursos Humanos(Human Resources)

abkuxx@r.postjobfree.com

Coach manager

K-mart Corporation

Tel: 239-***-****

Sandra Osorio

Director of the Hospitality Management Program.

Universidad Autónoma del Caribe

Barranquilla, Colombia

Tel: +57-5-367-1000

abkuxx@r.postjobfree.com

Contact this candidate