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Jeffrey Gomez

@jeffreygomez

I improve customer journeys, resolve escalations, and streamline luxury hospitality operations across global hotel brands.

Dominican Republic

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What I'm looking for

I'm looking to support international clients in a customer experience or operations role where I can improve service delivery, resolve complex escalations, strengthen retention, and coordinate high-performing remote or cross-functional teams.

I've built more than 20 years of luxury hospitality experience across Hyatt, Hilton, Marriott, Radisson, Holiday Inn, and Courtyard Marriott properties in Santo Domingo.

At Hotel Hyatt, I managed high-volume arrivals and departures, resolved complex escalations, and maintained a Top 5% Guest Satisfaction Rate during peak seasons. I also coordinated payment processing and cross-functional operational flow with housekeeping, maintenance, and administration.

I've led pre-opening operations at Marriott and Hacienda Samana Bay, establishing workflows, training teams, and strengthening financial and booking-system accuracy. As Front Desk Manager, I supervised 11 staff across reception, housekeeping, and maintenance.

My background combines customer experience, client retention, conflict resolution, financial controls, night audit, and bilingual English-Spanish support for international clients.

Experience

Work history, roles, and key accomplishments

Customer Experience Specialist

Hyatt

Feb 2025 - Jan 2026 (11 months)

Managed high-volume customer onboarding and departure processes, reducing wait times and enhancing customer journey touchpoints. Resolved complex client issues and escalations, maintaining a Top 5% Guest Satisfaction Rate during peak seasons.

Customer Experience Conflict Resolution Escalation Handling Cash Processor Payment Processing Opera PMS Microsoft Office

Front Office Supervisor

Radisson

Aug 2024 - Jan 2025 (5 months)

Managed daily workflow for a high-volume reception desk, optimizing onboarding and departure procedures. Demonstrated conflict resolution and crisis management, turning challenging interactions into positive outcomes.

Front Office Conflict Resolution Crisis Management Cash Management Payment Processing Coordination

Front Office Supervisor

Marriott Santo Domingo

Sep 2022 - Jun 2024 (1 year 9 months)

Led the Front Office team during the pre-opening phase, establishing operational workflows and training protocols. Drove service excellence by resolving high-pressure escalations and ensuring accuracy in booking and financial systems.

Front Office Pre Opening Operations Training Escalation Handling Financial Reconciliations System Audits

Customer Experience Specialist

Embassy Suites by Hilton

Oct 2017 - Jun 2024 (6 years 8 months)

Spearheaded customer relations initiatives across multiple properties, implementing feedback loops to improve service quality and guest loyalty. Managed the full customer lifecycle, ensuring accuracy in financial transactions and booking data.

Client Relations Feedback Loops Customer Lifecycle Management Financial Transactions booking systems Opera PMS

Front Desk Manager

Hacienda Samana Bay

Aug 2021 - Aug 2022 (1 year)

Supervised 5 receptionists, Housekeeping, and Maintenance departments, totaling 11 staff members. Managed high-volume customer onboarding and departure processes, and coordinated with cleaning, maintenance, and administration for smooth operations.

Team Management Housekeeping Management Maintenance Management Customer Onboarding Conflict Resolution Reservation Systems Payment Processing

Night Auditor

Holiday Inn & Courtyard Marriott

Jan 2005 - Dec 2013 (8 years 11 months)

Performed meticulous nightly financial audits, verifying and reconciling all operational and accounting transactions. Managed internal financial controls, revenue tracking, and cash reconciliation, achieving 100% accuracy and compliance.

Night Audit Financial Reconciliations Revenue Tracking Cash Reconciliation Reporting Internal Controls