HECTOR MARTINEZ

▪ Greet and provide guest with courteous, friendly, fast check-in, and efficient service.
▪ Answer questions and assist passengers in particular those with special needs.
▪ Manage gate functions, flight close-outs, safe loading and unloading of passengers.
▪ Perform other responsibilities as assigned such as emergencies, IROP (Irregular Operations)
handling- rebooking passengers for next available flight.

• Provided ongoing training to newly hired concierge.
• Coached, supported and developed team with goal of continuous growth and skill improvement.
• Responsible for setting and handing out work schedules.
• Handled task of setting, enforcing policies and procedures under the instruction of management.

▪ Responsible for supervising team of security officers.
▪ Provided training, and performed employee evaluations.
▪ Performed administrative work related to billing and account receivables.

• Developed and maintained strong working relationships with home owners association within assigned location.

• Greeted guests upon arrival and offered directions to key amenities to cultivate quality hotel experiences.
• Remedied issues quickly and effectively through active listening, conflict resolution, and dynamic communication skills.
• Maintained front desk's concierge book to provide visitors with access to relevant local information.
• Managed daily operations of concierge desk and monitored staff performance to proactively address inefficiencies.
• Offered friendly and efficient service to customers, handled challenging situations with ease.