Manager Customer Service

Thank you for reading my resume. I would say that I am a self-starter

with a "make it happen" attitude; extremely loyal to my employers and

provide an exceptionally strong work ethic in exchange for respect,

support and the opportunity to learn and grow.

I believe in leading by example, having a good balance of professional

maturity and being able to connect to all members of the team in a very

genuine and fun way. What I enjoy about my work history is that I have

been very fortunate to work with some great leaders and mentors that have

imparted many soft skills onto me. In addition, because of their trust

in me, I was able to take on task and duties that did not fall within my

job descriptions.

.

Leadership

* Won Supervisor of the Quarter for 3rd quarter of 2009.

* Held the position of department head several times with number of

employees ranging from 5

to 30.

* Was promoted several times based on performance and skills.

* Enjoy providing support to my superiors and working as a team.

Successfully held several

Assistant Manager positions.

* Developed others and prepare them for promotions.

* Have always led by example, using integrity and passion.

Accounting Experience

* Worked in accounting for one year as an Income Auditor. Produced

daily reports

and updated general ledgers.

* Assisted with duties of the general cashier and account receivable

areas.

* As a department head, managed several ledgers and expense accounts,

including

month end reconciliation duties.

* Understand how read and navigate a P&L report.

* Assisted with performing charge back and retrievals.

Administrative and Office Management Skills

* Processed payroll and edits for department staff.

* Able to effectively produce weekly staff schedules.

* Ordered and maintained inventory for operating supplies, guests

request supplies,

china / glass / silver and miscellaneous equipment.

* Implemented and successfully managed two PBX departments that

supported the

front desk by answering and handling all guest phone calls and

inquires. This

allowed the front desk staff not to answer any phone calls while

assisting other

guests. Overall, it created a more personal one on one experience for

guests.

* Worked as a hotel phone operator; directing in-coming phone calls,

answering

inquiry calls, and transferring of in house calls.

Entertainment & Event Planning

* Managed a hotel bar and lounge. Also provided support as a bartender

as needed.

* Established and coordinated procedures for special events and

holidays.

* Worked as the New Year's Eve Supervisor for a 2000 person event.

* Prepared hotel staff to handle increases in business due to certain

holidays and

special events.

* Arranged and executed hospitalities for both guest and hotel staff.

Hospitality & Customer Service

* Attended company sponsored training classes.

* Over 13 year's customer service experience, primarily with four star

hotel properties. * Includes (3) three years experience providing

high profile VIP/concierge type

service.

* Provided outstanding WOW type service on a number of occasions.

* Capable of creating the right vibe and atmosphere for just about any

occasion.

Training / Development

* As part of a hotel opening team, created manuals, local operating

procedures, hired

and developed staff, and created two week long pre-opening training

schedules.

* Conducted a number of training classes for staff and peers.

* Created several training manuals.

* Created several forms and logs to increase efficiency.

Business Acumen & Revenue Building

* When managing Omni's Terrace Lounge, increased revenue 40% over the

previous

year.

* As a Revenue Manager w/ Hyatt, strategically deployed rates on

certain room types

to capture more revenue when the demand was present.

* As a department manager controlled labor cost for my areas.

* Trained staff to help reduce food cost.

* Controlled ordering as to reduce overhead cost.

* Trained staff to provide guest recovery solutions that were cost

effective.

* When dealing with in-coming groups as a Revenue Manager would make

decisions

that netted more revenue for the hotel.

Sales

* As a Sales Assistant, went on sale calls.

* Conducted site tours for potential clients.

* Sat in on strategy sessions.

Action Plans

* As a department head implemented ideas that resulted in scoring top

rankings in

company's guest feedback forum.

* Created action plans for direct reports in need of improvement.

Human Resources Skills

* Conducted skill and behavior based interviews using STAR system.

Attended

corporate classes on how to conduct interviews.

* As a Unit Manager I was responsible for all completing I-9 & W--4 for

all new

employees.

Pertinent Work History

Omni Hotel

04 / 2004 - Current

Food & Beverage Bartender at Omni San Diego San

Diego, CA.

W Hotels

08 / 2001 - 04 / 2004

Guest Service Manager at W San Diego

San Diego, CA.

In- Room Dining Manager at W Chicago Lakeshore

Chicago, IL.

Hyatt Hotels

08 / 1993 - 10 / 2000

Revenue Manager at Hyatt Regency McCormick Place

Chicago,IL.

Asst. Exec. Housekeeper at Hyatt Regency McCormick Place Chicago,

IL.

Revenue Manager at Hyatt Regency Milwaukee

Milwaukee, WI.[pic]

Contact this candidate