Customer Service Manager

Adriana Vellojin

***** ** ** **, *** D***- Miami FL 33176

Cellphone: 305-***-**** ************@*****.***

CAREER OBJECTIVE / PERSONAL STATEMENT

I am ambitious and determined to grow professionally and personally, by taking on new challenges

and acquiring the knowledge and experience to develop a leadership role in hospitality management.

As a strong, energetic, and personable team member, with the ability to learn quickly and make

customers feel at ease I believe I can perform my responsibilities above expectation.

PERSONAL SKILLS

Fluent in Spanish and English. (written and spoken)

Knowledge of systems: Microsoft Office. Property Management System, Fosse, M3 time saver,

ADP and Internet Explorer.

EXPERIENCE

Homewood Suites Hilton, Miami Airport West – Operations Manager 2012 –Current

• Responsible for short and long term planning and the management of the hotel’s

operations

• Develop and recommend the budget, labor cost plans and objectives

• Maintain guest room inventory

• Budget and Inventory control.

• Ensure all operations and cash handling are done per policies and procedures.

• Maintain information on prices, rates, specials, packages, programs, etc, while ensuring

all staff is trained in all areas.

• Provides guest service, guidance and leadership to ensure consistent customer service

is provided by all departments.

• Insures proper staffing levels for customer service goals.

• Interviews, trains, supervises, counsels, schedules and evaluates staff.

• Oversea all departments. Including F&B, Maintenance and Housekeepng.

• Manage daily operations of 124 rooms.

• Analize P&L and respond to owners on a monthly basis.

• On charge of Payroll, AP and AR. (invoicing, coding, preparing EOM reporrts)

Hampton Inn & Suites, Dolphin Mall – Operations Manager 2011-2012

• Observe and monitor staff performance to ensure efficient operations and adherence to

facility's policies and procedures.

• Answer inquiries pertaining to hotel policies.

• Monitor the revenue activity of the hotel. As well monitor the daily and monthly expenses.

• Interview, hire applicants and train staff members.

• Purchase supplies, and arrange for outside services.

• Collect payments and record data pertaining to funds and expenditures. Make sure to

maintain up to date the AR of the hotel.

• Prepare required paperwork pertaining to departmental functions. (HR, AR, FOM)

• Confer and cooperate with other managers to ensure coordination of hotel activities.

• Process Payroll, vacations and PTO.

• Manage the AR (send invoices, collect and post payments and keep record), Payroll and

Invoicing and coding on a weekly basis for submittance to corporate.Analize and creat all

reports for end of the month.

• Make sure all the services that the hotel provide are up to the brand standars and the

managment company standars.

Hilton Garden Inn Miami Airport / front office Manager 2008-2011

• Responsible for recruiting, training, counsel, and motivate associates

• Assist in sales related inquiries and customer care

• Monitor In-House Reservation Process (register guests in/out, make and cancel reservations)

• Maintain and improve Guest Satisfaction Scores.

Residence Inn By Marriott, Miami Airport West 2007 - 2008

• Guest Service Agent

• Telephone operator

• Temporally in charge of payroll using M3- Time Saver program

EDUCATION

• Finance and International Business, Bolivar University of Technology

Cartagena – Colombia, 2003 – 2006

• Business and Management, Florida International University.

Miami – Florida, 2008 - Current

COURSES & TRAINING

• eCheck-in and Suite Selection Course - Homewood Suites

• HHonors Manager Training (February 2009) •

• Homewood Suites - Extended Stay Front Desk Sales •

• Homewood Suites - MyWay •

• HSIA Stay Connected Program, Internet Training and Overview •

• Introduction to Hilton HHonors (February 2009) •

• CRM Day in the Life •

• OnQPM 5.15 & 5.16 - CRM Enhancements- PGM •

• OnQPM 5.15 & 5.16 - CRM Reports - PGM

• OnQ R&I room inventory

• Hhonor Every Guest

• Out of the Box

• Leader Hilton GM Training.

Contact this candidate