Manager Customer Service

JAIME CENTENO (***) *** . **** *************@*****.***

Experience

Regalia on the Ocean Condominium Association (Property Manager/LCAM) SUNNY ISLES, FL May 2014 - April 2017

●Supervised and oversaw the daily operations of the Front Office, Concierge, Spa, Pool and Beach, Housekeeping, Engineering and Valet.

● Provided all General Contractors and Interior Designers orientations in order to facilitate Architectural Modifications as mandated by the Developer and City of Sunny Isles.

● Worked closely with the Developer in order to establish proper maintenance guidelines on property equipment and machinery.

● Provides assistance to Residents moving into their new units and also orientation with building permits as mandated by Florida Statute.

● Developed and implemented budget for the years: 2015, 2016, 2017.

●Supervised and implemented cleaning SOP’s.

●Processed all Accounts Payable and Accounts Receivables through Avid Xchange and Camm Accounting.

●Implemented all Human Resources requests, disciplinary records and terminations as required by company policy.

●Fostered a close relationship with the contracted law firm in order to inform residents of Condominium rules and regulations as well as the Condominium Documents.

●Facilitated and implemented quarterly / annual Board meetings as well as elections for the Board of Directors as mandated by Florida Statute.

●Garnished a close relationship with all approved vendors and staff.

●Implemented the “First Call’ line up that was subsequently utilized company wide.

●Prepared all Financial and Income statements on a monthly basis.

●Executed all weekly and monthly engineering and financial reports for the Board of Directors.

●Processed all insurance claims as requested by Board of Directors.

●Facilitated all tenant evaluations as requested by Company Policy and determined by Board of Directors. Jordache Enterprises/Hotel Breakwater (General Manager) MIAMI, FL July 2012 – May 2014

●Supervised and oversaw the daily operations of the Front Office, Concierge, Housekeeping, Engineering, and Valet.

● Implemented Standard Operating Procedures into the Hotel’s departments, which directly translated into a higher GSS.

●Was part of Opening Team of 100 rooms Boutique Hotel. Gained insight into development, design, permit acquisition, development of property, IT and phone installation, purchasing and inventories.

● Assisted and worked directly with ownership to be able to deliver maximum profit on yearly GOP.

● Oversees Budget and operations for Hotel Breakwater in order to reduce costs and minimize payroll.

● Oversee marketing plan and strategy for Hotel as well as branding and affiliation with OTA’s, Revenue management, Revenue strategy.

●Introduced housekeeping strategies that enabled the Hotel to reach 100% satisfaction in hotel cleanliness and comfort for the month of October 2011 and March 2012 as assessed by www.Hotwire.com.

●Oversaw the relationship of all Guest Relations within the Hotel as well as different GSS websites such as: Tripadvisor.com and Booking.com.

●Worked closely with ownership to develop new incentives and audits to reduce insurance and utility costs

●Supervised and assisted in all the Human Resources Operating Procedures.

●Supervised and managed the transition of Hotel Victor from Hyatt to a Jordache Hotel. Jordache Enterprises/Hotel Breakwater opening (Rooms Director) MIAMI,FL April 2011 - July 2012

●Supervised and oversaw the daily operations of the Front Office, Concierge, Housekeeping, Engineering, Valet.

● Implemented Standard Operating Procedures into the Hotel’s departments, which directly translated to a higher GSS.

●Was part of Opening Team of 100 rooms Hotel. Gained insight into development, design, permit acquisition, development of property, IT and phone installation, purchasing and inventories.

●Worked directly with the Regional General Manager in the operations of 3 Hotels that belonged to the portfolio of Jordache Hotels.

●Assisted the Regional General Manager in the planning, hiring, budget and execution of Hotel Victor transition from a Hyatt property to a Miami Sun/Jordache property.

●Assisted the Regional General Manager in the development of acquiring new clients and accounts through various sales and marketing incentives.

●Assisted the Regional General Manager in the development of web based incentives to drive new business into the Hotel.

●Oversaw the relationship of all Guest Relations within the Hotel as well as different GSS websites such as: Tripadvisor.com and Booking.com.

●Supervised and assisted in all the Human Resources Operating Procedures.

●Supervised and managed the transition of Hotel Victor from Hyatt to a Jordache Hotel. Ritz-Carlton Hotel Company (Front Office Assistant Manager) MIAMI,FL January 2010-April 2010

●Supervised and managed a team of 15 individuals at the Front Office as well as the Call Center.

●Managed payroll and schedules for both the Call Center and Front Office.

●Oversaw the daily rooms inventory and worked closely with Rooms Controllers.

●Implemented and supervised the Front Office’s AAA audits.

●Worked closely with our Meeting and Special events team for special guest accommodations.

●Developed strategies to continue our employee and guest engagement at high levels. Ritz-Carlton Hotel Company (Overnight Hotel Manager) MIAMI,FL May 2009-January 2010

●Led the Overnight Hotel team including different departments such as In-room dining, Housekeeping, Front Office, Loss Prevention, Front of the House.

●Processed all the billing requests for departing guests.

●Implemented new Standard Operating procedures and a wakeup call database system that is used t hroughout the hotel to collect data for any guests who are to receive wake up calls with other information as check out time and breakfast requests.

●Implemented S.O.P. that covered collecting emails and pertinent personal information. Ritz-Carlton Hotel Company (Guest Relations Manager) MIAMI,FL October 2008 - May 2009

●Oversee the daily operations of the Hotel’s Guest Relations Department that involved the assignment a nd awareness of the Hotel VIPs arrival, stay and departure.

●Organized and planned the Departments schedule and process the payroll as well as the benefits and r equests of all the Departments employees.

●Was in charge of inputting key information into our Hotel’s database composed of Opera and Mystique.

●Organized the daily assignment of amenities for the Hotel’s VIPs and other guests of interest.

●Researched for the Hotel’s VIPs arrivals, their preferences and delivers ultimate service throughout their stay. Ritz-Carlton Hotel Company (Club Lounge Supervisor) MIAMI,FL August 2007-September 2008

●Oversee daily operations of the Hotel’s Club Lounge and lead and motivated a team of 13 people.

●Devised a liquor inventory system to put in place that lowered the costs and managed supplies to better allocate resources.

●Processed all payroll, benefit requests for the department.

●Trained all of the Department’s staff in the Operational Certification which covered all the basic training and operating procedures to sustain and execute AAA standards.

Hilton Garden Inn (Front Desk Supervisor) PORT ST. LUCIE, FL August 2006 - August 2007

●Assisted in the pre-opening/soft opening of all Front Desk operations.

●Lead a team of 10 associates processing guest check in/check out.

●Completed scheduling and employee relations for my team.

●Oversaw the AAA standards and trained and developed staff to deliver outstanding customer service. Self-Employed November 2004-July 2007

●Managed a team of 10 individuals delivering Veterinary supplies and samples in South Florida.

●Recruited, hired and trained staff to grow the business and provide customer service. The Ritz-Carlton Hotel (Food and Beverage Manager)NEW YORK,NY June 2002 - October 2004

●Assisted the Hotel in the pre opening/soft opening and subsequent operations of the Hotel. The Carlyle Hotel (Assistant Room Service Manager) NEW YORK,NY July 2001 - May 2002

●Assisted the Room Service Manager in the daily operations of room service for 5 star clientele.

●Processed all payroll & benefits for the department.

●Trained staff to deliver AAA standards.

●Managed inventory for Honor bar.

Igramo Enterprises (Manager) November 2000 - April 2001 United States Consulate Guayaquil-Ecuador S eptember 1998 - October 2000 Anti fraud unit and citizenship services.

Education

University of Western Sydney (Australia) January 1994 - May 1996 Associate Degree in Arts and Literature

Skills

Fluent in: Spanish, Portuguese, French And Italian.

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