Open to opportunities

Roberto Gonzalez

@robertogonzalez3

Front Office Assistant Manager with 5+ years delivering exceptional guest service through leadership and operational excellence.

United Kingdom

Message

What I'm looking for

I’m looking for a long-term role with a forward-thinking company where I can grow. I want to contribute my leadership, front office expertise, and proven results in guest satisfaction, while supporting a high-standard team culture.

I’m a hospitality professional and Front Office Assistant Manager with 5+ years of international experience in front office operations. I’m passionate about driving service quality in fast-paced, high-standard environments while keeping guest flow smooth and consistent.

In my current role, I handle front office daily operations—ensuring smooth check-ins/outs and improving guest flow efficiency. I also support financial outcomes through upselling and cost control initiatives, helping increase revenue while maintaining quality.

Previously as a Reception Supervisor, I increased guest satisfaction by 15% in 6 months through process improvements and staff training. I’ve led teams effectively—successfully managing a 5-person front desk team during peak season while handling 200+ daily check-ins without delays.

I bring a strong service mindset and operational discipline across departments—monitoring operations, coordinating with other teams, and improving performance outcomes (including streamlined coordination resulting in a 20% reduction in guest wait times). Multilingual and empathetic in complaint handling, I focus on quality assurance, conflict resolution, and repeat-guest experiences.

Experience

Work history, roles, and key accomplishments

Current

Assistant Front Office Manager

Current

Templeton Garden

Mar 2025 - Present (1 year)

Led day-to-day front office operations to ensure seamless guest check-ins/outs and an optimized guest flow. Trained and managed the front desk team to strengthen cross-department collaboration while maintaining high service standards and improving guest satisfaction.

Front Office Operations Guest Check in Check out Guest Flow Management Front Desk Team Training Team Management Guest Services Cross Department Collaboration Service standards Guest Service

Receptionist

KN Hotels

Feb 2024 - Dec 2024 (10 months)

Coordinated front desk operations with other departments and implemented quality assurance measures to reduce service errors and improve customer satisfaction. Handled escalated complaints and led day-to-day front office operations, training and managing the front desk team to ensure smooth check-ins/outs and strong guest flow.

Front Desk Operations Customer Service Quality Assurance Complaint Resolution Guest Check in Check out Team Training & Management Cross Department Coordination Guest Flow Optimization

Assistant Front Office Manager

SnowWorld

Dec 2022 - Feb 2024 (1 year 2 months)

Supported front desk operations and the front office manager by managing correspondence, preparing reports, and coordinating across departments. Led complaint resolution and quality assurance initiatives to reduce service errors and improve customer satisfaction, while managing escalations and training the front desk team.

Correspondence Management Customer Service Guest check in out Front Desk Operations Quality Assurance team training Complaint Resolution Report Preparation Budget Support Cross Department Coordination Team training

Hotel Management

Gran Hotel Arona

Jun 2022 - Dec 2022 (6 months)

Completed a hotel management internship at Gran Hotel Arona in Tenerife in 2022.

Complaint Resolution Team Leadership Upselling Opera PMS Mews

Reception Supervisor

Holiday Inn London - Kensington Forum

Mar 2020 - Jun 2021 (1 year 3 months)

Carried out front desk operations to ensure smooth reception workflows and reduce check-in errors. Supported colleagues to improve team efficiency and maintain high standards of guest service and departmental organization.

Front Desk Operations Guest Service Check in Check out Reception Workflow Management Quality Standards Error Reduction Team Support Administrative Coordination

Receptionist

Holiday Inn London - Kensington Forum

Dec 2019 - Mar 2020 (3 months)

Provided quality guest service, achieving 200+ daily check-ins/outs. Supported the wider team with administrative tasks to keep daily operations running smoothly.

Service quality Guest Service Check in Check out Front Desk Support High Volume Reception Administrative Support Customer Service Booking Registration Support

Receptionist

Hovima La Pinta Beachfront Family Hotel

Jun 2018 - Dec 2019 (1 year 6 months)

Provide quality service to guests achieving a 95%+ satisfaction rating and fostering positive guest experiences.
- Manage current asset inflows and outflows: ensuring accuratetracking and reducing discrepancies.
- First point of contact to resolve complaints: successfully resolving issues promptly and decreasing repeat complaints