Manager Customer Service

Jesse Martinez

Email: *********@********.***

Address: **** ******* *** ***

City: Mt. Dora

State: FL

Zip: 32757

Country: USA

Phone: 407-***-****

Skill Level: Director

Salary Range: 65

Willing to Relocate

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

Jesse E. Martinez

5246 Rishley Run Way 407-***-****

Mount Dora, FL 32757 *********@********.***

PROFILE A seasoned professional and effectual leader with a proven ability to exceed customer satisfaction and revenue goals:

* Passion for gaining personal relationships with employees & guests

* Highly organized work style

* Excellent communicator both verbal and written

* Possess the ability to direct, motivate, train and mentor manager and employees

EMPLOYMENT

2012 - Present Interim GM/Director of Operations The Castle - Orlando, Orlando FL

The Castle exudes the magic of a renaissance themed palace and is unique among other Orlando hotels. This Orlando hotel offers luxury accommodations in the heart of the excitement only steps from International Drive`s world-famous shopping, dining and entertainment, and less than one mile from the Orange County Convention Center.

Lead all rooms division and food & beverage departments. Responsible for the hotels financial performances, handle all aspects of the assigned budgets and ensure direct customer service goals are met. (A Kessler Collection Hotel)

- Increased overall gallery sales by 15%

- Increased pool bar liquor sales by 10%

- Redesigned Lobby (increased favorable Tripadvisor and guest comment cards reviews)

11/2011 - 3/2012 General Manager/Taskforce Bohemian Hotel Savannah Riverfront, Savannah GA

Sitting above the historic 18th century cobblestone street along the famous Savannah River.

The hotel`s design is contemporary in style with the vintage allure, reminiscent of the era when British maritime settlers first landed on the Savannah River in 1733. Tailor-made guestroom furnishings include elements of British campaign furniture fitted with brass and leather. In the lobby and dining areas, elements of driftwood, hand finished brick and original works of art by renowned artists adorn the interior spaces. The hotel`s rooftop lounge, Rocks on the Roof, offers spectacular views of Savannah River and the Historic district in a setting of casual elegance. The hotel offers 75 luxurious guestrooms and suites that include luxury bedding and linens, Bose radio, Roomlinx technology and wireless internet access.

- Increased New Year`s Eve Event revenues by 20%

- Increased Tripadvisor Popularity Index by 10

Managed all aspects of guest services, restaurant and bar, cost control, budgets, maintenance, housekeeping, sales and revenue management. Optimized both operational and financial performances as well as concentrating the maximization of RevPar. (A Kessler Collection Hotel)

2009 - 2012 Director of Operations Bohemian Celebration Hotel, Celebration FL

Nestled lakeside in Celebration just five minutes from Walt Disney World(R) Resort, Bohemian Hotel Celebration offers a -delightfully charming blend of Old Florida elegance and contemporary luxury. AAA Four-Diamond boutique hotel is in the heart of Celebration-a planned community famous for its nostalgic hometown flavor. The boutique property features 115 guest rooms, 5000 square feet of flexible banquet space and the AAA Four-Diamond award-winning Bohemian Bar and Grill.

Oversee and support the operations managers and grand performers. Includes, but not limited to training, scheduling, payroll, coaching and counseling and involvement in hiring and termination procedures. Responsible for daily monitoring of rooms inventory, rate/plan availability and revenue generation. Plan, develop, implement and evaluate the level of guest service given to external customers. Highly involved with the Revenue Management team, developing revenue opportunities and rate strategies for maximizing profit potentials. Manage labor forecasting and develop operating budgets. Directly supervise and oversee the Front Office, Reservations, Concierge`s, PBX, Valet, Security and Housekeeping departments. (A Kessler Collection Hotel)

2008 - 2009 Director of Front Office Operations Grand Bohemian Hotel, Orlando FL

Known for luxurious, art-inspired atmosphere and decor, the Grand Bohemian is uniquely designed and focuses on providing the highest level of service and attention to detail. The boutique property features 9,600 square feet of flexible banquet space, 250 guest rooms and the famous Boheme Restaurant and Bosendorfer Lounge. Formally a Westin the property was awarded the Starwood Hotels -Best in Brand- for Guest Satisfaction 5 consecutive years.

Oversaw all Front Office Operations to include: daily monitoring of rooms inventory, rates & plan availability and ensure adequate staffing levels for related departments. Directly responsible for all aspects of front desk, communication department, night audit, bell services, concierge, security and contracted valet department. Developed, implemented and conducted all department training. Managed department forecasts, operating budgets and capital expenditures for both line expenses and payroll. Directly supervised 30 employees. Promoted to Director of Rooms Division at Bohemian Celebration Hotel in August 2009. (A Kessler Collection Hotel)

2004 - 2008 Director of Security Grand Bohemian Hotel, Orlando FL

Developed implemented and maintained programs that help reduce hotel losses and aid in creating procedures that secure the hotel, guest and grand performer`s property. Coordinate and provide Dignitary and VIP protection along with Federal and State law enforcement agencies. Active member in the Downtown Security Directors Association. Ensure compliance with OSHA standards and corporate directives. Develop and revise written safety plans and emergency procedures. Organized conducted and recorded safety training for over 250 employees. Directly supervised seven security officers. Promoted to Director of Front Operations in March 2008.

Key Achievements

* Manager of the Quarter 2007

* Manager of the Quarter 2004

Corporate Security Champion Kessler Collection, Orlando FL

Appointed to oversee and manage all security & safety aspects for the Kessler Collection Inc. Conduct

quarterly conference calls with all corporate owned and managed properties. Assists with the pre-construction plans with all future hotel projects in regards to security surveillance and physical access systems. Conduct physical vulnerability assessments and ensure all hotels are in OSHA compliance. Answer day to day security & safety related questions from all hotels

2003 - 2004 Director of Security Adams Mark Hotel, Daytona Beach FL

2001 - 2003 Director of Security Adams Mark Hotel, San Antonio TX

Key Achievements

* Manager of the Quarter 2001

1997 - 2001 Security & Safety Manager Hilton Palacio Del Rio San Antonio, TX

Key Achievements

* Appointed the -Security Cluster- Leader for all San Antonio Hiltons (8 Properties)

* Manager of the Year 2000

* Manager of the Quarter 1999

* Leadership Award 1998

Retired (22yrs) Law Enforcement Specialist (Military Police) United States Air Force

Managed the Security Police Plans and Safety programs section. Duties included: Develop, coordinate and publish unit plans. Ensured compliance with federal health and safety regulations. Reviewed installation plans and assisted over 50 base program managers in the development and maintenance of war contingency plans. Additional positions: NCOIC Resources Protection, Emergency Services Team Member, Squadron Flight Leader and Drug Abuse Resistance education Instructor (D.A.R.E.).

Key Achievements

* Security Forces Sq. Reservist of the Quarter, Patrick AFB, Florida 2003

* Air Force Reserve Commendation Medal 1998

* Air Force Achievement Medal 1992

EDUCATION / PROFESSIONAL MEMBERSHIPS

University of Texas at San Antonio - Criminal Justice

Community College of the Air Force - Associates of Criminal Justice

Certified Lodging Security Director - American H&L Educational Institute 2006

Principles of Occupational Safety & Health - National Safety Council 2005

Texas Hotel & Motel Association 55th Annual Short Course - Conrad Hilton College, Texas 1999

Occupational Safety & Health Management Certificate Program - San Antonio Community College 1999

Drug Abuse Resistance Education Instructor Course - Texas D.A.R.E. Institute 1993

Air Force Accident Investigation Course - Air Force Law Enforcement Academy 1992

American Society for Industrial Security - Orlando Chapter

National Safety Council

World Safety Organization

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