Manager Customer Service

Simone A. Henry

**** ** **** *** ******

Sunrise, FL 33351

Cell: 754-***-****

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

PROFESSIONAL EXPERIENCE

Human Resources Coordinator 2010 -

Present

Riverside Hotel Fort

Lauderdale, Florida

. Assist the Human Resources Manager

. Conduct job screening

. Schedule job interview

. Coordinate monthly activities

. Provide exceptional customer services to employees and applicants

. Distribute daily incoming mail

. Process daily payroll

Operations/Sales Coordinator & MOD 2009 -

2010

Riverside Hotel Fort

Lauderdale, Florida

. Assist the Director of Sales and Sales Manager

. Conduct research on the local market, competition, and customer needs.

. Respond to inquire regarding products, rates, policies and procedures.

. Administers all sales tracking and management reporting and assists

with the coordination of sales meetings and activities.

. Handle a high volume of phone calls from current and prospective

clients.

. Arrange Sales Blitz and giveaways

. Detail all aspects of incoming groups

. Coordinate VIP's amenity with front desk and room service

. Provide exceptional customer service to guests and clients of the

hotel

. Support for Human Resources, Sales and General Manager

. Inspection of rooms and property

. Monitor restaurant and staff

Recruitment & Benefits Manager 2007 - 2009

Riverside Hotel Fort Lauderdale,

Florida

. Recruit, interview, and screen candidates to fill open position within

the company

. Maintains an active and organized data bank of applicants for various

positions

. Ensure all recruitment policies, procedures and techniques are adhered

to and recommend

improvements

. Manage the recruitment budget

. Plan, direct and coordinate benefits

. Informs, gives advice, and counsels management on trends and current

development in the field of employee benefits

. Encompasses all benefits for both salaried and hourly

. Develops, updates and/or presents various communications

Room Division Manager 2005 - 2007

Wyndham World Wide Pompano Beach,

Florida

. Oversee the day-to-day operations of the Front office consisting of

398 rooms, (5) commercial entities

. Responsible for 48 employees including 6 managers, and 7 supervisors

. Responsible for a 2 million dollar property budget

. Assist with preparation of annual budgets for review to corporate

offices

. Prepare monthly departmental reports for submission to General manager

. Professionally handle guest complaints with positive resolution.

. In charge of inspecting rooms to ensure quality standards were met

. Ensure correct staffing levels were in place during peak and low

occupancy periods

. Make certain in-room standards and relevant operation equipment was

controlled and sufficient for hotel needs

. Conduct weekly room division meetings

Front Office Manager

2000-2005

Fairfield Resorts

Pompano Beach, Florida

. Oversee the day-to-day operations of the Front office consisting of

260 rooms

. Responsible for 18 employees including 2 managers, and 4 supervisors

. Conduct budget process annually

. Liaison with Sales Department and resort to enhance property's revenue

. Professionally handle guest complaints with positive resolution.

Accomplishments:

. Increase resort ADR annually

. Implemented Employee Incentive Program

. Assisted in establishing front office policies and procedures

. Implemented corporate standards regarding guest service training

. Effect task force during Hurricane Wilma

Front Office Supervisor 1998 -

2000

Palm Aire Resort & Spa Pompano Beach,

Florida

. Provide exceptional customer service

. Responsible for 8 employees

. Create schedule and monitor staffing levels

. Proficient in problem resolution

. Monitoring shift drop cash transaction

. Assist in new hire training

QUALIFICATION HIGHLIGHTS

. Experience in managing mixed use products such as hotels, Timeshare,

and Vacation Ownership & Condominiums.

. Knowledgeable and proficient in leading managers and employees

. Experience in managing company assets and situations.

. Competency in understanding financial statements and reports, which

relate to accounts payable and receivable, ADP payroll, cost control,

inventory, budgeting and forecasting.

. Proven ability in contract negotiations including collective

bargaining agreements.

. Skilled at learning new concepts quickly, working well under pressure,

and communicating ideas clearly and effectively.

EDUCATION

Associate of Science - Hospitality & Tourism Management

May 2005

Broward Community College

Bachelor's Degree - Hospitality & Tourism Management

December 2011

University of Phoenix

COMPUTER SKILLS

. Microsoft Word, Microsoft PowerPoint, Microsoft Excel & Microsoft

Access

. Mainframe, Fidelio, RCC, CRS, FOCUS Systems

. ADP, Etime

. Springer Miller Systems (SMS)

. Daylight

. Report Smith

RECOGNITION AND AWARDS

. Employee of the month for December - 2009

. Most improved Resort Award - 2006

. Faces & Places Magazine - 2006

. Manager of the Year - 2005

References upon request

Contact this candidate