Customer Service Manager

Brunilda Laureano

** ****** ****** *******, ** **082 860-***-**** ac0ovg@r.postjobfree.com

Objective

A highly-recognized hotel management professional offering over 10 years of enhancing organizations' bottom-lines through a customer-centric approach and excellent leadership and interpersonal skills. Seeking for a challenging position, where I can utilize my highly organized, bilingual and customer service skills within a reputable large or small organization.

Education

HIGH SCHOOL DIPLOMA ADULT EDUCATION

Related coursework: General Courses

Skills & Abilities

MANAGEMENT

Good communication and interpersonal skills; Ability to work well as part of a team; Good leadership skills; ability to motivate other members of staff and to discipline other members of staff, Ability to remain calm under pressure; able to think quickly and make decisions; fluent in Spanish and Ethical decision making.

Experience

GENERAL MANAGER MOTEL 6 8/2002 – 8/2016

Responsible for all aspects of operations at the motel to day-to-day staff management and guests;

Provided leadership and strategic planning to all departments in support of our service culture to maximized operations and guest satisfaction;

Oversaw the operations functions of Motel 6, as per the Organizational chart;

Ensured full compliance to Motel 6 operating controls, policies, procedures and service standards;

Led all key property issues including capital projects, customer service and refurbishment;

Handling complaints, and oversee the service recovery procedures.

Managed on-going profitability of the hotel, ensuring revenue and guest satisfaction targets are met and exceeded;

Ensured all decisions were made in the best interest of the Motel 6 and management;

Delivered hotel budget goals and set other short and long term strategic goals for the property;

Developed improvement actions and carry out costs savings;

Closely monitor Motel 6 business reports on a daily basis and took decisions accordingly.

Prepare a monthly financial reporting for the owners and stake holders.

Draw up plans and budget (revenues, costs, etc.) for the owners.

Helped in the procurement of operating supplies and equipment, and contracted third-party vendors for essential equipments and services.

Responsible for interviewing, hiring and training new staff members;

Accountable for responsibilities of department heads and take ownership of all guest complaints.

Responded to audits to ensure continual improvement is achieved.

Responsible for safeguarding the quality of operations both (internal & external audits).

MANAGER ON DUTY MOTEL 6 8/2001 – 7/2002

Make sure that all staff did everything possible to make a guest's stayed pleasant and comfortable, while making sure that the Motel 6 was profitable and efficient;

Coordinated cleaning staff, front desk operations, grounds and facilities maintenance;

Assisted front office staff and maintained a calm, professional environment at all times;

Supervised and assigned duty roster for all employees;

Helped guests with any issues they had.

GUEST SERVICES AGENT MOTEL 6 2/2001 – 7/2001

Answered telephone calls from guests seeking to make or cancel hotel reservations;

Greeted arriving guests, assigned rooms, issued keys, and collected guest payment and billing information;

Upon checkout calculated the guest's final bill and collected payments.

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