Summary
Overview
Work History
Education
Skills
Certification
Languages
Personal Information
Languages
Timeline
Generic

Jose Miguel Almenara Cueto

Surco

Summary

Seasoned in enhancing guest experiences at JW Marriott, I excel in upselling strategies and empathy, significantly boosting customer satisfaction. Expertise in hospitality best practices and complaint resolution, demonstrated through proactive service and feedback implementation, underscores my commitment to excellence in the hospitality industry. Proactive guest service professional with several years experience. Excellent hospitality industry prowess and training in roles. Known for great service, reliability and goal-oriented work.

Overview

13
13
years of professional experience
1
1
Certification

Work History

Guest Experience Expert (Front Desk Agent)

JW Marriott Lima, Peru
Lima, Peru
06.2023 - 02.2025
  • Provided guest assistance and information regarding local attractions and points of interest.
  • Monitored lobby traffic to ensure a safe and secure environment for guests.
  • Ensured that all guest inquiries were answered promptly and accurately.
  • Processed check-ins and checkouts efficiently and courteously according to established standards.
  • Offered guests details regarding hotel's amenities, local arts and culture, nightlife, dining options, attractions and museums.
  • Coordinated with housekeeping staff to ensure rooms are prepared prior to check-in time.
  • Multitasking position having in charge the hotel call center and executive lounge service.
  • Provided exceptional customer service to ensure satisfaction of all guests.

Head Server

JW Marriott Hotel Lima, Peru
Lima, Peru
04.2022 - 05.2023
  • Greeted guests, provided menus and answered questions regarding menu items.
  • Reconciled cash register at close of business, verifying totals and quickly resolving discrepancies.
  • Prepared various reports related to sales figures, employee performance for management review.
  • Scheduled shifts for servers based on customer traffic patterns and forecasted needs.
  • Used suggestive selling techniques to entice customers with more expensive or higher-margin items and add-ons.
  • Presented menus and answered questions regarding items.
  • Resolved customer complaints in a professional manner while maintaining positive relationships with customers.
  • Supervised service staff in providing quality service to customers in a timely manner.
  • Set up tables in between patrons to reduce wait times.

Server /Cocktail Bartender

JW Marriott "El Convento" Cusco
Cusco, Peru
09.2019 - 03.2022
  • Brought wine selections to tables with appropriate glasses and poured for customers.
  • Prepared drinks according to standard recipes.
  • Handled money transactions accurately while following company procedures for handling cash payments.
  • Served food and beverages to patrons and confirmed complete orders.
  • Provided excellent customer service to ensure satisfaction.
  • Ensured that each guest was served courteously, quickly, and efficiently.
  • Performed opening and closing duties such as setting up the dining area, restocking supplies.
  • Informed customers of daily specials and signature menu items.
  • Presented menus and answered questions regarding items.
  • Monitored dining room for cleanliness and proper set-up at all times.
  • Checked identification to verify if guests meet minimum age to legally purchase or consume alcoholic beverages.
  • Greeted customers, answered questions and recommended specials to increase profits.
  • Assisted in training new servers.

Costumer Service and Sales Agent

USE-Universal Student Exchange
Lima, Peru
01.2019 - 08.2019
  • Responsible for responding to client inquiries and advising them regarding the Work and Travel cultural exchange program.
  • Developed customized sales techniques to successfully sell and upsell services to new and existing clients.
  • Manage diferents data bases of phone numbers, emails and personal data of costumers
  • Listened to customer needs to identify and recommend best products and services.
  • Participated in trade shows and other events to promote our products and services.
  • Generated leads through cold calling, online searches, and referrals from existing clients.
  • Greeted and assisted customers to foster positive experiences.
  • Provided product demonstrations to potential buyers both in person or via video conferencing tools.

Food and Beberage Supervisor (internal)

YMCA of the Rockies Snow Mountain Ranch
Granby, USA
03.2017 - 03.2018
  • Food and beverage supervisor, in charge of the 3 restaurants on the ranch.
  • Coordinated with other department supervisors to ensure smooth workflow and project alignment.
  • Prepared and presented reports on team performance, challenges, and achievements to senior management.
  • Implemented strategies to take advantage of new opportunities.
  • Conducted regular performance evaluations, providing constructive feedback and setting individual goals.
  • Managed scheduling for staff, ensuring adequate coverage during peak times and projects.
  • Created plans to propose solutions to problems related to efficiency, costs or profits.
  • Identified needs of customers promptly and efficiently.
  • Oversaw inventory management, ensuring adequate stock levels and reducing waste.
  • Facilitated training sessions for new employees on company policies and procedures.
  • Responded to customer questions regarding products, prices and availability.

In Room Dining Attendant

JW Marriott Lima, Peru
Lima, Peru
02.2016 - 10.2016
  • Maintained clean, neat and professional uniform to promote positive corporate image.
  • Adhered strictly to company policies regarding the acceptance of tips or gratuities from customers.
  • Delivered pleasant guest experiences with friendly service and caring demeanor.
  • Took telephone orders, billed items to rooms and communicated orders to kitchen.
  • Demonstrated knowledge of restaurant menus, including daily specials and promotions.
  • Maintained an organized and efficient work environment by restocking supplies and cleaning equipment.
  • Addressed food complaints with kitchen staff and promptly served replacement menu items.
  • Responded promptly to all requests from guests, providing assistance as needed in a friendly manner.
  • Cleaned and sterilized dinnerware, equipment and facilities to maintain hygienic environment.

Quick Service Attendant and Cashier

Walt Disney World
Orlando, USA
11.2014 - 03.2015
  • Completed side tasks by restocking condiments and cleaning refrigerators.
  • Followed all safety protocols when handling hot foods or beverages.
  • Organized food items on serving trays and in carry-out packages.
  • Greeted customers and provided excellent customer service.
  • Modified requested menu items in POS system to customize orders.
  • Maintained cleanliness of dining area and kitchen areas.
  • Greeted customers to take food orders and provide information about menus.

Food Runner

JW Marriott Hotel Lima, Peru
Lima, Peru
02.2014 - 10.2014
  • Filled and served various beverages for customers.
  • Followed proper sanitation guidelines when handling food products.
  • Greeted and welcomed customers as they arrived at the restaurant.
  • Assisted servers in setting up tables for guests.
  • Stocked service stations with ice, napkins and straws.
  • Conducted regular checks on tables to offer additional services and ensure customer satisfaction.
  • Organized food orders and ensured accuracy of items served to customers.
  • Filled trays with food, utensils, napkins and condiments to provide diners with meals and accessories.

Assistant Cook and Dishwasher

Wilderness Hotel and Golf Resort
Wisconsin Dells, USA
11.2011 - 03.2012
  • Replenished food items from inventory and rotated ingredients.
  • Maintained clean and orderly appearance throughout kitchen and dining area.
  • Assisted head chef by chopping and preparing cooking ingredients.
  • Trained new team members on proper meat and vegetable preparation techniques.
  • Maintained sanitation in the kitchen by adhering to health regulations.
  • Transported clean dishes and supplies from kitchen to front of house staff for opening shift.
  • Swept and mopped floors in the kitchen area at regular intervals throughout shift.
  • Checked temperatures of dishwashing machines to ensure proper functioning.
  • Cleared trash and washed work area tables, walls, refrigerator equipment, cooking equipment and floors to keep sanitized kitchen.
  • Operated commercial dishwashing machines efficiently.
  • Mixed soap, water and sanitizer together to create cleaning solutions for daily use.

Education

Bachelor of Hospitality Management - Hotel, Resort and Restaurant Management

San Ignacio De Loyola University (USIL)
Lima, Peru
07.2016

Skills

  • Feedback implementation
  • Upselling strategies
  • Patience and composure
  • Hospitality and service industry background
  • Concierge services
  • Hospitality best practices
  • Complaint handling
  • Guest services
  • Guest complaint resolution
  • Strong empathy

Certification

  • Atender el cliente de acuerdo a los procedimientos técnicos establecidos, las políticas del establecimiento y las normas de seguridad y salud en el trabajo.
  • Certification in SERVE SAFE by MARRIOTT.
  • Certification in GMP (Good Manufacturing Practices).
  • Certification in HACCP (Hazard Analysis and Critical Control Points).
  • WINE AMBASSADOR by Marriott.
  • Service from the heart by Marriott.
  • Standards certification in LQA & BSA by Marriott.
  • MICROS system
  • OPERA CLOUD system

Languages

  • Inglés, Avanzado
  • Portugués, Básico

Personal Information

  • Age: 30
  • DNI: 70500927
  • Marital Status: soltero

Languages

Spanish
First Language
English
Advanced (C1)
C1
Portuguese
Beginner
A1

Timeline

Guest Experience Expert (Front Desk Agent)

JW Marriott Lima, Peru
06.2023 - 02.2025

Head Server

JW Marriott Hotel Lima, Peru
04.2022 - 05.2023

Server /Cocktail Bartender

JW Marriott "El Convento" Cusco
09.2019 - 03.2022

Costumer Service and Sales Agent

USE-Universal Student Exchange
01.2019 - 08.2019

Food and Beberage Supervisor (internal)

YMCA of the Rockies Snow Mountain Ranch
03.2017 - 03.2018

In Room Dining Attendant

JW Marriott Lima, Peru
02.2016 - 10.2016

Quick Service Attendant and Cashier

Walt Disney World
11.2014 - 03.2015

Food Runner

JW Marriott Hotel Lima, Peru
02.2014 - 10.2014

Assistant Cook and Dishwasher

Wilderness Hotel and Golf Resort
11.2011 - 03.2012

Bachelor of Hospitality Management - Hotel, Resort and Restaurant Management

San Ignacio De Loyola University (USIL)

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Jose Miguel Almenara Cueto