Customer Service Manager

JULIO A. RODRIGUEZ

*** * ******** ****** • Apt **9• Los Angeles, CA • 732-***-****

*********@*****.***

BJECTIVE

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To continue my professional growth and advance to an Executive level management position.

UMMARY OF QUALIFICATIONS

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Proven history of increasing guest satisfaction as evidenced by customer rating surveys • Successful in leading teams through major

renovation projects • Outstanding training, leadership, and communication skills • Ability to quickly adapt to new environments and

unexpected circumstances • Capable of stepping into any operational position when assistance is required • Effective implementation of

new corporate wide initiatives • Proven leadership success with both union and non union staff • Participated in nationwide hotel opening

teams Jersey City/Jacksonville/Dallas/Beverly Hills

ROFESSIONAL EXPERIENCE

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The Mill, Los Angeles, CA Postproduction VFX house (6 mo contract position)

Client Services/Facilities Manager February 2012 – October2012

• Managed front of the house team that included 10 runners and 2 receptionists.

• Developed relationships with clients and ensured outstanding customer service were provided at all times.

• Managed all building infrastructure and facility needs (HVAC, Plumbing, Electrical, life safety).

• Project management of all building work, repairs and renovations.

• Organized and executed all social office functions and produced annual client/industry event for 600ppl.

• Managed all day to day catering operations for the building.

Hyatt Regency Hill Country Resort And Spa, San Antonio, TX

Assistant Rooms Executive July 2011 – February 2012

• Oversee the operational management team for the Rooms Division of the hotel.

• Front Office, Housekeeping, Guest Services, Recreation, Spa, Security, and Laundry.

• Ensure top guest satisfaction and customer service throughout the division.

• Assist in operational positions as needed.

• VIP meet and greet/ transportation.

• Resolve all escalated guest concerns.

Executive Housekeeper September 2010 – July 2011

• Oversee a staff of sixty, including Assistant Housekeeping Managers, Housekeepers, Housemen, Supervisors and Public Area Attendants.

• Successfully turned around a department with morale issues as well as operating and payroll concerns.

• Managed all outside labor operations and payroll.

• Improved cleanliness metrics year over year. #1 in the company for the final two months of the year.

• Reworked staffing from team cleaning to single cleaning and significantly reduced payroll for the first quarter, year over year.

• Coordinated and executed special projects, such as VIP upgrades for large site inspections and group business.

• Implemented new recycling programs and rolled out new “Allergy Friendly” room types.

Front Office Manager June 2008 – September 2010

• Directly oversee the daily operations of the Front Office, and Guest Services departments for a 500 room resort.

• Organized and executed the turnaround of a department that had no leadership for 4 months through team building and new employee

culture

• Successfully led the department through several system changes, including the rollout of a new PMS, Accounting, Payroll and Convention

Services systems.

• Increased all customer service metrics year over year, through training and implementing a new service culture.

• Repositioned all team members and tasks to maximize efficiency and reduce payroll during difficult financial operating period.

Hyatt Regency New Brunswick, New Brunswick, NJ 2005 – 2008

Front Office Manager February 2007 – June 2008

• Directly oversaw the daily operations of the Front Office, including Reservations, PBX, Guest Services and Security.

• Responsible for training new employees and enhancing the skills of current staff members for their growth and advancement.

• Ensure the maximum level of customer service by resolving and satisfying guest needs, as evidenced by current Maritz scores.

• Direct point of contact for all VIP guests.

Executive Housekeeper October 2005 – February 2007

• Oversaw a staff of thirty five, including Assistant Housekeeping Managers, Housekeepers, Housemen, Valet and Public Area Attendants.

• Successfully led the team through a complete intensive four month, $26 Million dollar renovation.

• Maintained cleanliness standards for hotel guest rooms and all public areas.

• Coordinated and executed special projects, such as VIP upgrades for the Johnson & Johnson Board of Directors.

• Responsible for the de certification of a unionized department through team building and strong employee relations skills

• Initiated the Stay Fit program designed to suit the health conscious travelers’ needs

Grand Hyatt New York, New York, NY 2002 – 2005

Director of Guest Services February 2005 – October 2005

• Oversaw Union Bellman, Door Staff, Concierge and Regency Club staff, as well as the third party valet parking company.

• Coordinated with the Front Office Manager to maximize efficiency with daily operations.

• Direct point of contact for all large groups requiring guest service assistance.

• Transport and escort hotel VIP’s as needed, including corporate level executives, major league baseball players, etc.

Assistant Executive Housekeeper September 2003 – February 2005

• Directly responsible for maintaining the cleanliness and appearance of all public areas

• Responsible for all Housekeeping purchasing and inventories, managing both guest and cleaning supply budgets.

• Prepared monthly forecasts to establish proper staffing levels for room attendants and public area attendants

• Led project team through a nine month, $55 Million dollar renovation.

Housekeeping Floor Manager June 2002 – September 2003

• Managed between twenty five to thirty five union housekeepers/housemen.

• Conducted daily guestroom inspections to ensure the maintenance of Hyatt Standards.

• Prepared and serviced guestrooms for VIP and large group arrivals.

• Responded to all guest concerns and complaints regarding housekeeping queries.

Wyndham Hotel, Andover, MA September 2000 – August 2001

Assistant Guest Services Manager

• Responsible for maintaining adequate levels of staffing, scheduling and preparing weekly forecasting statements.

• Utilized excellent communication skills to respond to guest needs in a timely fashion.

• Organized creative problem solving workshops with staff to increase customer service.

• Performed night audit and basic front office duties.

EDUCATION

Pennsylvania State University Graduated: May 2000

Bachelor of Science in Hotel, Restaurant and Institutional Management

TECHNICAL SKILLS

Microsoft Applications: Word, Excel, Outlook, PowerPoint, Access • Enterprise • WMS • Micros • Property Management Systems • Reserve • RAS • Opera •

Banquet Prospectus • Monarch

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