Service Representative Manager
Resume:
Teofilo Vasco
Philadelphia, PA 19145
*******@*****.***
Profile
Highly dedicated and positive professional with over ten years of verifiable record of success, and experience in the Hospitality Industry. Four years’ experience as an auditor and department manager. Education
Universidade of Sao Paulo, Brazil; Thomas Edison State College, Trenton, NJ Currently enrolled as a Business Administration student. Skills
Multilingual: English, Spanish, and Portuguese
Hotel Sales Specialist certified, Pool Operator certified, Proficient in MS Office Suite of Programs: Fosse, Excel, Word, And Outlook
Experience
Courtyard Marriott Navy Yard, PA June 2016 –
Present
Guest Service Representative
Researched unseen flaws and Improved Guest Satisfaction scores by 15% since arrival.
Works closely with Assistance General Manager to ensure successful the completion of FCA.
Ensures a successful completion of the period end audit report.
Ensures work tasks assigned to fellow associates are completed on time & meet appropriate quality standards
Experience
Courtyard Marriott, PA June 2015 – June 2016
Elite Ambassador
Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
Serve as a departmental role model or mentor by working alongside employees to perform technical or functional job duties.
Collaborate with management to develop and carry-out ideas and procedures, and set goals to continuously improve department performance around guest and employee satisfaction scores.
Recipient of the “achiever of the year” award in the Front Office department. Marriott, Cranbury, NJ Jan 2014 – June 2015
Operations Supervisor
Promoted to Operations Supervisor. Oversees all operations in the absence of the General Manager.
Experienced in the implementation of effective policies, training, and staff development.
Hired as a first-in-command for an IT Tokenization project. Finalized all budgets & economic modeling for project. Point person between operations and asset managers.
Possess highly polished communication and interpersonal skills. Marriott, Cranbury, NJ Jan 2013 – Jan 2014
Front Office Supervisor
Recipient of Award of excellence in recognition of continuous exceptional customer relations.
Responsible for all aspects of logistics, Gatehouse, F&B inventory, and personnel supervision.
Served as Event Specialist. Acted as on-property guest point-of-contact throughout the pre-event, event & post-event process.
Encouraged employees to perform their best; provided input on possible improvements. Marriot, Cranbury, NJ Dec 2009 - Present
Senior Front Office Supervisor / Night Auditor
Promoted to Front Desk Lead Agent
Provided excellent guest service, contributed to improvement of hotel scores.
Complied with Quality Assurance expectation requirements.
Ensured the Month End Packet was complete. Reviewed discrepancies with General Manager.
Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality
Extended Stay America, South Brunswick, NJ Nov 2014 - 2015 Team Leader
Ensured uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.
Addressed guests’ service needs in a professional, positive, and timely manner.
Provided assistance to coworkers, ensuring they understand their tasks. Extended Stay America, South Brunswick, NJ Nov 2009 - Present Guest Service Representative
Managed, scheduled, and organized work of the housekeeping department.
Handled guest registration and check-out.
Processed cash, invoices and other forms of payment. La Quinta Inn & Suites, Meadowlands, NJ July 2009 - Nov 2009 Guest Service Representative / Night Auditor
Handled collection efforts of all in-house balances and informed management of potential liabilities
Registered, welcomed and performed check-out of guests with a high level of service
Ensured room allocation and informed guest of hotel services
Issued room keys and instructions to guests
Received and transmitted telephone messages to guests while maintaining their privacy La Quinta Inn & Suites, Charlotte, NC July 2008 - July 2009 Guest Service Representative / Night Auditor
Handled collection efforts of all in-house balances and informed management Of potential liabilities
Balanced all cash, check, credit card and ledger accounts through verification
Performed audits as assigned
Corporate Airport, Elizabeth, NJ Nov 2002 - June 2008 Guest Services Representative
Resolved customer issues fairly & effectively which contributed to high customer satisfaction.
Collaborated with twelve other associates to improve the overall operation of the company.
Improved office productivity by focusing on building supportive employee relationships with demonstrated responsiveness and confidentiality.
Medi-Transport, Trenton, NJ Oct 2001 - Jan 2002
Pat Technician / Shuttle Driver
Worked closely with patients, identifying their needs and challenges
Provided medical assistance to patients as needed
Performed CPR on patients in life threatening distress Atlantic Commercial Bank, Luanda, Angola Jan 1996 - Dec 1998 Bank Teller
Cross-Sold banking services and products to clientele.
Collected and recorded payroll checks, travelers’ checks and cash.
Followed bank policies and procedures.
Applied a high degree of accuracy to process transactions in a timely manner.
Contact this candidate