Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Timeline
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Víctor E. Vega

Dorado

Summary

Dynamic Front Office Manager at Aquarius Resorts with a proven track record in enhancing guest satisfaction and optimizing operations. Skilled in conflict management and data-driven decision-making, I successfully improved OTA scores by 25% and increased sales by 12% through effective staff management and exceptional customer relations.

Overview

5
5
years of professional experience

Work History

Front Office Manager

Aquarius Resorts
04.2022 - Current
  • Monitored financial transactions at the front desk, ensuring accurate billing procedures and minimizing discrepancies.
  • Created weekly schedules for front office staff members to ensure appropriate coverage during peak hours or high demand periods.
  • Reconciled end-of-day reports to determine accurate billing and payment processing.
  • Resolved guest complaints professionally, maintaining positive relationships with customers for future business opportunities.
  • Enhanced guest satisfaction by efficiently managing front office operations and addressing customer concerns promptly.
  • Collaborated with housekeeping and maintenance departments to ensure timely room availability and optimal guest experience. Improving our scores in all Third Party Apps by 25%
  • Implemented pre-arrival preparations such as assigning rooms based on specific requirements leading to seamless arrival experiences.
  • Managed reservation inquiries over phone/email/web platforms effectively ensuring full capacity utilization, increasing sales by 12%.
  • Leveraged data and analytics to make informed decisions and drive business improvements.
  • Established performance goals for employees and provided feedback on methods for reaching those milestones.

Assistant Manager

El Colonial
08.2021 - 03.2022
  • Supervised day-to-day operations to meet performance, quality and service expectations.
  • Maintained a clean, safe, and organized store environment to enhance the customer experience.
  • Developed strong working relationships with staff, fostering a positive work environment.
  • Monitored daily cash intake and deposit records, increasing accuracy, and reducing discrepancies.
  • Leveraged data and analytics to make informed decisions and drive business improvements.
  • Launched quality assurance practices for each phase of development
  • Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills twice a month.
  • Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
  • Established team priorities, maintained schedules and monitored performance to ensure we always were in 80% occupancy.
  • Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
  • Implemented staff training programs to elevate service standards and knowledge every 3 weeks.

Front Desk Agent

Pelican Guest House
01.2021 - 08.2021
  • Collected room deposits, fees, and payments.
  • Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all of our 48 guests.
  • Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
  • Welcomed each new arrival pleasantly and confirmed reservations and identification.
  • Took reservations over phone, in person, and via computer for guests and provided confirmation information.
  • Utilized strong organizational skills to manage daily tasks efficiently while maintaining focus on delivering outstanding guest service experiences.
  • Developed strong relationships with frequent guests for repeat business through personalized attention to their preferences.

Valet

O:LV Hotels
05.2020 - 01.2021
  • Maintained cleanliness of work sites, parking spaces, and guest services stations.
  • Built positive customer rapport for courteous, friendly and professional service.
  • Maintained a professional demeanor while greeting guests and opening car doors, contributing to a positive first impression.
  • Enhanced customer satisfaction by efficiently parking and retrieving vehicles in a timely manner.
  • Provided punctual, polite valet services to uphold professional standards.
  • Delivered guest vehicles smoothly and met diverse needs of valet customers.
  • Managed high-volume situations during peak hours, up to 50 vehicles per hour, prioritizing tasks and working closely with colleagues to maintain efficiency.
  • Adapted to varied vehicle models and sizes, demonstrating exceptional driving skills and spatial awareness.

Education

Bachelor of Arts - Psychology

Univeristy of Puerto Rico- Rio Piedras Campus
Rio Piedra
05-2025

High School Diploma -

Bonneville School
San Juan
05-2019

Skills

  • Effective multitasking
  • Workflow optimization
  • Customer relations
  • Operations management
  • Scheduling and calendar management
  • Hospitality services
  • Administrative skills
  • Staff management
  • Conflict management
  • Inventory control
  • Employee supervision
  • Property management systems

Accomplishments

  • Achieved 15% in revenue to the company through effectively helping with establishing promotions & improving guests services.
  • Effectively supervised team of 10 staff members.

Languages

Spanish
Native or Bilingual
English
Native or Bilingual
French
Limited Working
German
Elementary

Timeline

Front Office Manager

Aquarius Resorts
04.2022 - Current

Assistant Manager

El Colonial
08.2021 - 03.2022

Front Desk Agent

Pelican Guest House
01.2021 - 08.2021

Valet

O:LV Hotels
05.2020 - 01.2021

Bachelor of Arts - Psychology

Univeristy of Puerto Rico- Rio Piedras Campus

High School Diploma -

Bonneville School

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Víctor E. Vega