Customer Service Manager
Resume:
STEVE GONZALEZ
Bilingual: English/Spanish
*******.**********@***.***
OBJECTIVE
My objective is to broaden my horizons by pursuing a career in Hotel and Restaurant Management for an independent
or corporate firm with advancement opportunities. I have a strong management background and public relations, and
my goal is to further my education and obtain a Degree in Commercial Property Management and Hotel and
Restaurant Management.
EXPERIENCE
2009 – 2010: Assistant Store Manager
Dollar Tree / San Benito, Texas
Duties: Responsible for store deposits, cashier audits, merchandising, freight deliveries, warehouse inventory, and
general store operations.
Reason for Leaving: Unable to work graveyard hours due to attending online courses at the University of Texas at
Brownsville.
2007 - 2009: Rental Service Manager
Dollar Rent-A-Car @ Brownsville International Airport / Brownsville, Texas
Duties: Increase the company’s revenue by renting vehicles and insure customer satisfaction; inspect vehicles for
safety to comply with O.S.H.A. regulations under the Department of Transportation Codes.
Reason for Leaving: Dollar Rent-A-Car in Brownsville closed for business at the end of May 2009.
2004 - 2007: Route Salesman Manager
Admiral Linen and Uniform Rental Services / Brownsville, Texas
Duties: Responsible for warehouse inventory control on a daily basis and supervise route salesmen drivers to ensure
their safety and health; Promoted a large inventory of linen and uniforms to local business; Engage in customer
relations during route deliveries to help market the company to increase sales. Checked route delivery vehicles on a
daily basis for safety and maintenance to insure safety policies and procedures are implemented. Verified the correct
merchandise inventory in all delivery trucks and made modifications when necessary. Checked that all delivery
drivers wore their proper safety uniforms and personal protective equipment at all times during the job.
Reason for Leaving: No advancement opportunities with the company and continued my education at the University
of Texas at Brownsville.
2000 - 2004: Front Office Manager
Sheraton Four Points / Brownsville and McAllen, Texas
Duties: Managed general front office operations (Hotel Reservations, Front Desk Registration Office, PBX Operator
System, Guest Service Operations, and Restaurant Operations); Promoted over one hundred different room rates and
promotional discount packages; Responsible for staff scheduling and meetings, hotel guest transportation, and staff
seminars to teach customer service strategies to improve guest accommodations; Intervened with complaints from
hotel guests to assure guests service satisfaction. Insure proper training for all restaurant staff (floor waiters,
cashiers, hostess, supervisors, and room service waiters) on general restaurant operations and customer service.
Reason for Leaving: Company sold to the Holiday Inn Enterprise.
1996 - 2000: Guest Service Manager and Overnight Room Service Restaurant Manager
Double Tree Guest Suites / Houston, Texas
Duties: Managed a staff of 25 in five different departments (Bell Staff Dept., Valet Dept., Transportation Dept.,
Concierge Department, and Overnight Room Service Dept.); Responsible for guest service hotel operations,
knowledge of the city, and Overnight Room Service Deliveries.
Reason for Leaving: Moved to Brownsville, Texas; Transferred to the Sheraton Hotels and continued in the hotel
industry in seek of advancement opportunities.
EDUCATION
2007 - Present: Hotel and Restaurant Management and Commercial Property Management / (3.33) GPA
University of Texas at Brownsville / Brownsville, Texas
1995: Wine and Champagne World Atlas / Completed 3 month Seminar Training Course
La Strada Italian Restaurant / Houston, Texas
1988 - 1989: Medical Office Specialist / Certified
Computer Business Medical Tech School / San Benito, Texas
1986 - 1988: Business Administration / 2 years education
Texas Southmost College / Brownsville, Texas
1986: High School Diploma / Graduated
Los Fresnos High School / Los Fresnos, Texas
SKILLS & ACCOMPLISHMENTS
Hotel and Restaurant Management, Sales, Marketing, and Customer Service experience; Awarded Manager of the
Year in 2004 / Brownsville, Texas; Winner of the “Wine & Champagne” competition 3 consecutive years 1993 - 1995 /
Houston, Texas; Waited on President George Bush Sr., selected over 80 waiters / Houston, Texas., Professional D.J.
and Event Coordinator; Five-year experience with party rentals and catering. Personal Baseball Trainer; played
semi-professional baseball in Mexico and attended professional baseball try-outs with the Cincinnati Reds, Houston
Astros, and the Kansas City Royals.
REFERENCES
28 years: Art Martinez / Customer Service Associate 713-***-****
Windsor, Colorado
21 years: John Gutierrez / PC Technician II 281-***-****
Houston, Texas
10 years: Bernie Reyes / Education Teacher 956-***-****
Brownsville, Texas
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