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Hi, I’m
JOSE QUESADA
Caldera, Esparza
Summary
Organized Office Manager with noted experience in administrative management. Prioritize projects and multitask effectively to achieve project goals. Methodical and detail-oriented team player with expertise in team leadership. Offering these skills and strong work ethic.
Overview
24
years of professional experience
1
year of post-secondary education
1
Certification
2
Languages
Work History
Galati Yacht SalesPlaya Herradura, Garabito, Puntarenas, Costa Rica
Office Manager
07.2013 - 02.2024
Job overview
- Sales and Marketing support (manage access to different back-end websites to post new products for sale).
- Oversee day-to-day office operations.
- Maintain impeccable office organization to support efficiency, professionalism and performance objectives.
- Communicate, liaise with clients and customers, address enquiries, handle meeting requests, answer billing questions.
- Purchase of sales supplies and inventory management for office operations and equipment maintenance.
- Provide special services to super important customers.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Controlled resources and assets for department activities to comply with industry standards and government regulations.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Created, maintained and updated filing systems for paper and electronic documents.
- Controlled finances to lower costs and keep business operating within budget.
- Maintained computer and physical filing systems.
- Managed vendor relationships, negotiating contracts for cost savings while maintaining high-quality services.
- Conducted regular inventory assessments of office supplies, ordering necessary items proactively to prevent stock shortages.
- Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
- Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
- Coordinated office events and meetings, ensuring timely execution and optimal scheduling for all participants.
- Maintained accurate financial records by reconciling accounts payable/receivable transactions regularly to ensure balanced budgets.
- Organized travel arrangements for staff and customers by researching cost-effective options while accommodating individual preferences.
- Updated reports, managed accounts, and generated reports for company database.
CR Luxury RentalsLos Suenos, Playa Herradura, Puntarenas, Costa Rica
Reservations Manager
12.2008 - 06.2013
Job overview
- Conducted regular audits of reservation records, maintaining accuracy and reducing discrepancies.
- Contributed innovative ideas to improve reservation management software functionality based on user experiences.
- Coordinated group bookings for events or conferences, ensuring a seamless process from inquiry to checkout.
- Enhanced customer satisfaction by efficiently managing reservations and providing exceptional service.
- Assisted front office staff in managing walk-ins or last-minute changes during peak periods, maintaining smooth operations and guest satisfaction levels.
- Streamlined reservation processes for increased efficiency and improved guest experience.
- Implemented training programs for reservation agents, improving their skills and enhancing overall performance.
- Developed policies and procedures for reservations department, ensuring consistency and adherence to brand standards.
- Collaborated with sales and marketing teams to optimize revenue through strategic pricing strategies.
- Effectively resolved guest issues related to reservations, resulting in satisfied customers and positive reviews.
- Managed team of reservation agents, ensuring high-quality service and accurate bookings.
- Acted as a liaison between reservations and other company departments, ensuring seamless communication and efficient problem resolution.
- Handled special requests from guests with utmost professionalism, personalizing their stay experience whenever possible.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Spoke with local travel agents to arrange discounted hotel offers to improve booking levels.
- Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services, and facilities.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Informed clients of essential travel information, such as travel times, transportation connections, medical, and visa requirements to facilitate quality service.
- Handled billing information over phone.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Identified and communicated customer needs to supply chain capacity and quality teams.
Los Sueños Marriott Beach and Golf ResortPlaya Herradura, Puntarenas, Costa Rica
Assistant Front Office Manager
11.1999 - 02.2006
Job overview
- Started as AYS agent, then promoted to AYS supervisor, then promoted to FD Manager and finally to AFOM.
- Identified opportunities to streamline processes and improve Front Office operations and efficiency.
- Resolved complains quickly and calmly, seeking positive solutions for optimized guest satisfaction.
- Managed supervisor itinerary and appointments and streamlined scheduling procedures.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Enhanced guest experiences through personalized care, offering upgrades and add-ons for increased enjoyment.
- Monitored staff performance levels by providing additional training as needed to aid personal and team development.
- Created of Local Standard Operation Procedures (LSOP's) to maintain high quality service guests (for both, internals and externals).
- Maintained spotless clean front-of-the-house areas, creating positive first impressions in line with premium brand values.
- Led by example in delivering faultless customer care throughout guests stays, effectively improving overall guest satisfaction surveys.
- Demonstrate excellent working knowledge of booking systems, managing room reservations appropriately.
- Used exceptional communication and relationship-building skills to develop positive connections with staff and guests.
- Developed procedures to establish accurate and organized check-in and check-out processes.
- Attended business meetings, sales and forecast meetings for proper understanding and planning of the different seasons.
- Manage staff schedules efficiently, delivering excellent services levels whilst remaining within department budgets.
- Created reports, presentations and other materials for executive staff.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
- Created training modules in partnership with HR for new hires.
- Served as floating manager-on-duty, MOD, to cover shift shortage.
- Interacted with customers by phone, email, or in-person to provide information.
- Provided support to the Front Office Manager during peak times or staff absences, ensuring consistent management presence at all times.
- Maintained confidentiality of sensitive information pertaining to guests, employees, or hotel operations.
Education
INAPuntarenas, Costa Rica
Level C2 English from English
03.2019 - 03.2020
Skills
High computer skills
Bilingual (English / Spanish)
Proposal Writing
Staff Management
Excellent multi-tasking ability
Supply Management
Expense Reporting
Inventory Control
Customer Service
Office Administration
Problem-solving abilities
Financial Reporting
References
- Genner Gutierrez (CCF, owner), +(506)8839-9977
- Junior Contreras (CR Marine, associate), +(506)8840-6844
- Jenipher Rosales (B. Marine, Office Manager), +(506)8980-1959
Software
Certification
English C2
Timeline
INA
Level C2 English from English
03.2019 - 03.2020
Office Manager
Galati Yacht Sales
07.2013 - 02.2024
Reservations Manager
CR Luxury Rentals
12.2008 - 06.2013
Assistant Front Office Manager
Los Sueños Marriott Beach and Golf Resort
11.1999 - 02.2006