Manager Customer Service

Sylvia Marino

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

Address:

City: Bronx

State: NY

Zip: 10462

Country: USA

Phone: 646-***-****

Skill Level: Any

Salary Range:

Primary Skills/Experience:

Hotel Manager with experience overseeing the general day to day operations to assure optimum performance and continual enhancement in the five KEY RESULT AREAS: guest services, employees, sales/marketing, property appearance, and financial profits. In addition, coordinate, direct and manage the staff and everyday hotel operations to achieve profitability, guest satisfaction and efficiency while maintaining standards set by the company to ensure 100percentage guest satisfaction

Educational Background:

High School Dipolma from MONROE COLLEGE, Bronx NY 1/2001 to 6/2001 (Hospitality and Tourism Management)

Job History / Details:

Executive Summary

Hotel Manager with experience overseeing the general day to day operations to assure optimum performance and continual enhancement in the five KEY RESULT AREAS: guest services, employees, sales/marketing, property appearance, and financial profits. In addition, coordinate, direct and manage the staff and everyday hotel operations to achieve profitability, guest satisfaction and efficiency while maintaining standards set by the company to ensure 100 percentage guest satisfaction

Core Qualifications

Experience managing and maintaining personnel schedules, payroll and writing reports

Expertise in organizing multiple projects; manage and prioritize multiple tasks and meet deadlines

Ability to effectively present information to guest, associates and supervisors

Experience with Epitome, On Q, HOTSOS Synergy MMS, Kronos, and Timesaver

Experience with local 6 team members

Fluent in Spanish

Professional Experience

May 2012 to August 2012

MILLENIUM HILTON New York City, NY

Assistant Director of Housekeeping

Ensured excellent communication between departments, Led team of 110 room attendants and housemen, Distributed and directed work load to ensure maximum productivity and customer satisfaction with minimum outlay of expenses in terms of labor and materials. Inspected guest rooms and public areas, and provided training guidance to ensure standards are met and deficiencies are corrected. Trained housekeeping team members in proper work procedures and techniques. Attend hotel operational meetings to obtain and disseminate pertinent information. Executed payroll, expenses, forecasting, budgeting, inventory controls and purchasing requirements. Hire, train, coach, counsel, and discipline line staff and managers when necessary, keeping in accordance with both union and non-union guidelines where applicable.

May 2012 to June 2012

THE JAMES HOTEL New York City, NY

Housekeeping Manager

Organized and led daily line up meeting for housekeeping.

Implemented and ensured alignment with brand standards including but not limited to cleanliness, rules of conduct, uniform/grooming requirements and service standards.Maintained close communication with all departments, especially front of the house (Front Desk)and Engineering.

August 2009 to May 2012

THE SURREY HOTEL New York City, NY

Housekeeping Manager

Opening team member of the New Surrey; Led team of 45-55 room attendants and housemen, Responsible for inventory, processing payroll and team member scheduling/staffing.

Organized and lead daily line up meeting for housekeeping and attended daily ops meeting for FO and Executive Council.

As well as staff meetings and agendas; daily, weekly, and quarterly.

Strictly implemented and ensured alignment with brand standards including but not limited to cleanliness, rules of conduct, uniform/grooming requirements and service standards.

Built and maintained close communication with all departments, especially Front Desk and Engineering.

Developed, edit, and implemented all new and recurring standards of operation procedures for existing and new employees at the new Surrey.

Trained, coached, counseled, and disciplined line staff when necessary keeping in accordance with union guidelines where applicable.

Kept all line staff and Managers informed in order to maintain a healthy and productive work environment with high.

August 2008 to August 2009

THE METROPOLITAN OPERA New York City, NY

Administrative/Payroll Manager

Responsible for preparing weekly payroll for 36 Telefunding Reps: assuring the accuracy of all paid commissions and wage reporting; promoted to Manger within first year at the Met.

Provided customer information and ticketing as an Inbound Representative averaging 60 calls/day.

Primary liaison between guests and venue during events to ensure the highest level of guest satisfaction.

Held weekly meetings to familiarize staff with upcoming events, clients' names, client preferences and expectations.

January 2008 to June 2008

INTRALINKS INC New York City, NY

Client Services/Call Center Representative

Maximized Intralinks clients' and end-users' experience through careful and efficient execution of timely client support and problem resolution.

Performed data entry, generating client reports via excel.

Provided day to day English/Spanish translation for filtered inbound /outbound calls, averaging 40-60 calls a day.

Assisted clients in learning Intralinks applications to maximize self sufficiency.

Motivated and communicated with staff to bolster morale, sense of worth, and productivity.

Led by example and be hands on.

April 2007 to January 2008

DELTA AIRLINES Queens, NY

Customer Service Supervisor

Led a team of 12 check-in desk agents.

Interacted with and built rapport with passengers to ensure satisfaction concerning all aspects of travel experience.

Directed customers to their gate, explained luggage procedures/stipulations. and the ticketing and reservations process

Provided passenger support and conflict resolution.

Boarded a daily average of 5-6 flights/ deplaned 5-7 flights,.

December 2006 to February 2007

WALT DISNEY WORLD RESORTS INC. GRAND Lake Buena Vista, FL

Housekeeping Manager

Led team of 32 room attendants, 18 runners, and 4 mini-bar attendants.

Held morning stand up meetings to familiarize staff with daily events.

Responsible for overall cleaning of 19-22 Guest rooms daily.

When necessary, played a hands on roll stripping and making beds, help vacuum and dust.

Ensured replenishment of amenities such as linens, mini-bar items and various essential supplies.

January 2005 to December 2006

WALT DISNEY WORLD RESORTS INC. DISNEY Lake Buena Vista, FL

Guest Service Manager

Coached and motivated cast members.

Maintained guest accounts, oversaw/generated resort reports and worked towards reducing excess cost.

Welcomed each guest upon arrival, played role of key liaison between front desk, housekeeping, and resort call center to ensure proper handling of guest requests and inquires.

Coordinated and implemented training program for resort call center cast members to ensure finest service possible, resulting in decrease of dropped guest calls from 50 percentage to 15 percentage .

Maintained excellent interpersonal communication, time management and problem resolution skills, while leading a team of 20-25.

Worked in conjunction with management team to reduce unplanned absences of employees from average 5 days to 2, as well as processing employee vacations & bonuses.

Education

MONROE COLLEGE Bronx, NY

Associates Degree Hospitality and Tourism Management

Contact this candidate