Manager Customer Service

Sandos Innocent

**** **** ****** **** ***** SPRINGS, FL 33067 954-***-****

******.********@*****.***

Objective

Results driven Hotel Manager eager to apply sharp business acumen,

team building, staff development skills, and depth of industry

toward supporting the employer in optimizing operational and

financial performance.

Education

Bachelor of Science in Hospitality Expected

Management Graduation

Lynn University, Boca Raton, Florida May 2014

Resort and Hotel Management

Associate of Science Degree, Business June 2008

Management

City College, Fort Lauderdale, Florida

Business Management

languages

English/ Creole

Experience

FRONT OFFICE MANAGER

JANUARY 2012- CURRENT

Hilton Miami Airport, Miami, FL

Responsible for the management of Front Office and Guest Services

Team.

Conduct daily huddles/ Pre-shift meetings during every shift to

assure all Front Office personal are informed of daily activities.

Review and present Salt Scores during daily huddles and Pre-shift

meetings.

Create Front Office schedules weekly and input into schedule system

Watson.

Review Profit and Loss Statement to assure all Front Office

Operations budgets are complied with on a monthly bias.

Order Front Office supplies as needed on a monthly basis to assure

that all staff have supplies to perm their job duties.

Resolve guest concerns face to face, via email and phone.

Reply to all Guest Assistance files/ Salt Surveys via email or by

contacting guest directly to resolve guest complaints.

Inspect all hotel shuttle bus for the safety of all guests daily.

Maintain all hotel shuttle bus by sending each shuttle for service

on an as needed basis.

Participate in the MOD daily shift program.

Monitor team to ensure the brand standards are being met, under the

Hilton Branding.

Front Desk Supervisor/ Manager on Duty

Embassy Suites Hotel, Boca Raton, FL

Direct Front Desk Clerks to ensure proper guest October 2006

check-in procedures are adhere and correct address to

and method of payment details are obtain for each January 2012

guest.

Handle guest issue via phone or email from Guest

Assistance.

Apply all In-house guest issues regarding hotel

through Customer Service Really Matter tools.

Check guests in and out of hotel and issue bill.

Rectify any billing issues for guests as they check

out of hotel.

Complete daily manger hotel Inspection Report.

Charge all no shows from prior business day.

Create Front Desk Clerks and Bellman schedule

weekly.

Review Salt Scores during morning and night

pre-shift meetings with clerks and bellman staff.

Order Front Desk supplies as needed.

Reservation Supervisor

Embassy Suites Hotel, Boca Raton, FL

Coordinated and deploy group inventory restrictions

and pricing strategies. Consult with sales managers

on rate/ inventory suitability of all group

business.

Managed group blocks activity and responsible for

group cutoff dates.

Communicated on a daily basis with the Sales

Department and guide the selling strategy.

Monitored Central Reservations System and Global

Distribution System maintain consistency with

property level inventory strategies.

Balanced the daily Forecast Management System vs.

OnQ POS System.

Input Group Contracts and Rooming list in system.

Managed monthly Tax Exempt report to ensure proper

documentation received from guest.

Balanced monthly Tax Exempt Reconciliation report.

QuaLIFICATIONs

Excellent communication, leadership, writing, and teamwork skills.

Consistently seeking new ways to improve professional ethics.

LEADERSHIP

CARE COMMITTEE PRESIDENT 2007 & 2008

Embassy Suites Hotel, Boca Raton, FL

Blue Engery Committee 2012

Hilton Miami Airport, Miami, FL

COMPUTER SKILLS

Windows Vista, Windows XP, Microsoft Office 2007

RECOGNITION IN TERMS OF AWARDS

Embassy Suites Hotel Care Committee President 2007 & 2008

RECOGNITION IN TERM OF CERTIFICATIONS

Embassy Suites- MyWay

Introduction to Hilton HHonors

Setting Expectations

HHonors- Hilton- Offer Options Wizard Training

OnQ R&I Management Training for Embassy Suites

OnQ Sales-Rapid Online Course

E-Events

Guest List Manager

Personalized Group Web Page

eAdvantage

CRM Day in the Life

OnQON 5.15 & 5.16- CRM Reports- PGM

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