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Customer Service Manager

Columbia, SC
December 22, 2018

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Mark Anthony Garay

* C: 210-***-**** H: 210-***-**** *

OBJECTIVE: To obtain the position of Hotel General Manager, where I can apply my education, 10 years of hotel experience and customer service skills and provide clients with a high quality hotel experience.


General Manager 2018-Present

Comfort Inn & Suites Santee, SC

Responsible for maximizing revenues. Preparation of budget forecast. Identify and seek out potential business in the market. Maintains relationships with local companies and key stakeholders to increase visibility within the local market. Train employees in accordance with company BOPs. Motivates and gives direction to all employees Promotes 100% guest satisfaction throughout guest stay. Instill 100% guest satisfaction objective to all associates. Ensures that all guest related issues are resolved in a manner consistent with the company’s goals and objectives. Maintain consistent service at all time.

General Manager 2014-2018

WoodSpring Suites San Antonio, TX

Responsible for generating profit to meet or exceed budget expectations, while maintaining operational and resident service standards higher than described for WoodSpring Suites. Manage property operations and advised housekeeping staff, front office and maintenance functions. Trained new employees with an emphasis on providing great customer service in accordance with company standards. Outbound/Inbound sales calls to maintain existing relationships and identify and seek out potential business in the competitive market. Responsible for maximizing revenues, improving our Best of Class ranking from 16th place in 2016 to 8th place in 2017 among the 45 managed properties. Preparation of budget forecast, maintaining a GOP of over 100% and staying under budget using the P&L report.

Marriott Rewards Specialist/Pre-Arrival Lead 2011-2014

Marriott International San Antonio, TX

Responsible for addressing guests' service needs in a professional, positive, and timely manner. Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process. Issue redemption certificates and verify qualifying stays for point earnings. Educate Marriott Reward Members on program. Research reward accounts to see if member has required points or free night reward certificates. Call members and resolve reservation issues by helping members purchase additional points or modifying reservations.

Assistant Manager 2008-2011

Comfort Inn & Suites San Antonio, TX

Assist hotel guests with or without prior reservations to check-in and check-out. Handle guest requests and complaints with customer service being top priority. Handle meeting room reservations with business clientele. Offer guests with large bookings group rates. Create corporate accounts satisfying business needs with traveler’s expectations. Process accounts payable and receivable.


Business Management 2001-2003

Northwest Vista Community College San Antonio, TX

Advanced Honors Diploma 1994-1998

Southwest High School San Antonio, TX


• Able to meet and exceed deadline requirements for time specific projects

• Self-motivated, excellent oral and written communicative skills, and able to multi-task

• Proficient in Microsoft Office, including Microsoft Outlook

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