Manager Customer Service
Resume:
Guillermo Ortega
Miami, FL **127
**********@***.***
General Management
Providing Leadership that Generates Revenue, Profit, and Productivity
Improvements
Results-proven General Manager with 17+ years of leadership experience
and track record of success in improving profitability, service, and
quality of service. Strong and decisive leader with excellent
analytical, team building, and planning abilities. Additional
knowledge/skill areas include:
• Budgeting, Forecasting & Financing
• Safety & Security Management
• New Business Development
• Staff Training, Mentoring & Coaching
• Customer Relationship Building
• Inventory Management
• Full Profit & Loss Responsibility
• Receiving & Purchasing
• Workflow Prioritization
Professional Experience
SUMMARY: Top notch Manager with experience in day-to-day management of
hotel and its staff with commercial accountability for planning,
organizing and directing all hotel services, including front office
(Reception, concierge, and reservation), banqueting and housekeeping.
Extended Stay America – Ft. Lauderdale
06/11 – 03/13
General Manager
Carry out actions to improve the appearance of the property, and
employees as well as established relevant actions that met guests
expectations. Managed the daily operations of the Hotel, Room from
Housekeeping, Leadership & Training, Reservations, Engineering, as well
as all other functions. Promoted and marketed the business.
Managed/Assigned the budgets as well as financial plans to ensure that
profitable goals for the Hotel were met. Maintained
statistical-financial records. Recruited and monitored relevant staff
for their specific operations. Address customer problems as well as
troubleshoot. Dealt with the contractors and suppliers. Implemented
company policies and procedures and the overall operation philosophy.
Positive and upbeat approach to employee relations and guest complaints.
Remarkable ability to ensure proper selection, training, motivation and
counseling of all employees.
Motel 6 – Pompano Beach
02/08 – 06/11
General Manager
Responsible for overseeing all operations of the hotel. Scope of
accountability includes training and scheduling employees, purchasing/
Accounts Receivables & Payables/managing budgets, and ensuring
safety/security. Strong analytical skills including trend analysis and
developed new tactics to resolve problems.
Excellent eye for details, able to identify and carry out actions which
improved the appearance of the property, and employees as well as
established special actions that exceeded guest's expectations.
Remarkable ability to ensure proper selection, training, motivation and
counseling of all employees.
Promote and market the business. Manage the budget and financial plans.
Maintain statistical and financial records. Achieve profit targets.
Recruit, train and monitor staff. Ensure security is effective. Carry
out inspections of property and services. Ensure compliance with
licensing laws, health and safety and other statutory regulations.
Selected Accomplishments:
• Exceeded EBITDA
• Beat the competition in REV PAR growth in smith travel.
• Exceeded goals for SIR (Satisfied Intent to Return).
• Maintained quality & high standard in housekeeping and maintenance,
controlling capital and operational expenditure.
• Improved employee morale and hotel’s overall performance through
unscheduled walk-through involving filling in for employees (additional
break times) and monitoring of staff activities.
• Decreased costs and payroll from prior year.
LA QUINTA INN. – Miami Lakes / Sunrise
1/03 – 02/08 General Manager
04/01 – 01/03 Assistant General Manager
Holds full P&L responsibility for location with $ 2.5 million in annual
revenue, overseeing monthly payroll.
Scope of accountability includes training and scheduling employees,
purchasing/ Accounts Receivables & Payables/managing budgets, and
ensuring safety/security.
Selected Accomplishments:
• Improved employee morale and hotel’s overall performance through
unscheduled walk-through involving filling in for employees (additional
break times) and monitoring of staff activities.
• Decreased costs and payroll from prior year.
• Worked jointly with District Sales Director to acquire new accounts
and increase volumes of business for already establish base accounts.
• In 2006 responsible for overseeing the hotels 1.5 million dollar
renovation.
• Achieved goal of minimizing/avoiding delinquent accounts through
close account supervision. Communicated frequently with guests to build
goodwill and generate repeat/referral business.
• Improved employee capabilities by working with General Manager on
staff training and development. Established positive, proactive example
for employees to follow in customer service activities.
RAMADA INN DUPONT CENTER/Downtown Miami/ AGM 2000-2003
RAMADA/Ft. Lauderdale / Front Desk Manager 1998-2000
BUDGETEL INN / Sunrise / Assistant GM / 1995-1998
Other Skills:
Bilingual (English & Spanish) Knowledgeable of Windows Programs, MSI,
LISA, Night Vision, People Soft, Kronos, ADP, Concur and JD Edwards.
References Furnished Upon Request
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