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Manager Customer Service

Location:
Orlando, Florida, United States
Posted:
November 08, 2018

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Resume:

Dic ****- presente

Jose A Otero

**** ******** *** ****** ***** FL 33884

321-***-**** • ac7m1s@r.postjobfree.com

Objective

Experienced professional manager seeking to fill a management, supervisor and offer my capabilities to a Exclusive Hotel Industry working as team player where I can use my excellent interpersonal, management and leadership skills to make a positive contribution and confidently lead a team. willing to work towards company goals and growing into the industry.

Key Qualification And Ability

● Management and leadership

● Prolific experience with managing hotel and resort operations

● Keen understanding of guest expectations and customer service expectations

● Exceptional knowledge of employee and vendor relations techniques

● Ability to work well in high pressure situations

● Proficient in the use of common MS Office applications, Opera, ONQ, synergy, kipsu and other hotel application

● Solid oral and written communications skills

Work Experience

Hilton Grand Vacations Tuscany

Housekeeping Manager

● Guest Services

● Inspect and report vacant VIP room status.

● inspect & cleanliness and guest rooms.

● Supervise all room attendant, houseperson & building Attendant of the building.

● Report to engineering department, room situations

● Planning teams members & supervisor schedule.

Mar 2017- Dic 2017

Mar 2016 - Apr 2017

● Read and Answer guest satisfaction report

● Manager on Duty of the property (in charge of the property working directly with front office, F&B & Engineering)

● Addressing team members performance and follow up.

● Payroll and payroll report.

● In charge of laundry inventory, Quality control & equipment maintenance.

● Other clerics jobs.

San Juan Hotel, a Curio by Hilton collection, PR. Housekeeping Assistant manager

● Supervise a team of over 75 employees of housekeeper, Runner and public Areas.

● Guest services.

● Received the Quality Award in 2017, for outstanding improvement in productivty about the TripAdvisor and salt result.

● Update system regularly to give maximum room return to the hotel's active rooms inventory.

● Ensure all relevant guest information is communicated to Housekeepers.

● Manage daily duties and special tasks.

● Inspect and report all rooms situation.

● Manage guest requests and enquiries immediately

● Managed housekeeping administrative duties.

● Manage employees daily duties and quality Assurance.

● Teach and train all housekeeping team members about how use the Synergy mms system.(report, request, and daily task) Hotel Condado plaza Hilton, San Juan,

Housekeeping Supervisor

● Supervise a team of 25 housekeeper, Houseman, Runner and Pubic Areas.

● Manage the Housekeeping office

● Receive all incoming calls and respond accordingly.

● Allocate room and task lists to team members.

● Ensure keys are issued in line with security procedures.

● Log and store all lost property after each shift; send lost property to guests in line with procedures.

● Manage guest requests and enquiries immediately.

● Ensure all relevant guest information is communicated to Housekeepers.

Nov 2015 - Mar 2016

July 2012 - May 2015

● Carry out administrative duties.

● Organize and control extra cleaning duties and special tasks.

● Report all necessary maintenance daily and log all jobs.

● Liaise with Reception to ensure all information is communicated efficiently and promptly.

● Ensure that communication has been clear and consistent to all shifts.

● Control staff dry cleaning and guest laundry in and out of the department.

● Update system regularly to give maximum room return to the hotel's active inventory.

● Handle emergencies if and when they occur in the department.

● Ensure all team members adhere to Health and Safety Regulations.

● Carry out any other reasonable task set by the Hotel Hotel ESJ Tower, Carolina, PR.(Temporary Jobs)

Housekeeping Supervisor & Coordinador

● Supervise a team over of 25 employees of housekeeper and Runners.

● Inspect all hotel room and report all situations to the engineering department.

● Guest service.

● report to front office about the guest due out.

● Coordinate the daily housekeep duties and production. Hotel Dorado Beach,A Ritz Carton Reserve, Dorado, PR. Housekeeping & Laundry Departmental Learning

Coach & Assistant Manager

● Teach and train all new employee about hotel standard processing, production and safety procedures.

● Managed a hotel team of over 50 employees of housekeeper department

● in charge of housekeeping inventories

● Create week employee scheduled, daily housekeepers duties and production.

● in charge of the processing and handling the guest, staff & employee

● In charge for posting guest laundry services.

● Maintenance of equipment, washer machine and dry clean, and steam press Iron.

● Productions, linen inventory, laundry equipment order and guest service!

Dic 2012 - may 2015

Nov 2012 - sept 2014

March 2009 to June 2012

● Linen quality Assurance.

● Received the 5 star nomination Quality Award in 2013, for outstanding improvement in productivty.

Hotel Dorado Beach,A Ritz Carton Reserve, Dorado, PR. Hotel Lateral Service & Task Force

● The lateral service, working on different departments and task depends of the need of the hotel creating the experience on different department

● Food & Beverage Supervisor,

● Captain Banquet server, and front desk supervisor, guest Embajador and PBX(call center)

Tierra’s Restaurant ( casual dining)

Restaurant Assistant Manager(Temporary jobs)

● Managed a team of over 25 daily employees, Runner, waitresses, servers, cooks and hostess.

● responsible for week employee schedule.

● inventories.

● purchase of product orders,

● make payroll.

● In charge of employees Cashier registers and customer service. Ritz Cartlon Abama Spain

Housekeeping departmental learning coach & assistant manager

● Teach and train all new team member & managers in all openings resorts of the company.

● coaching & follows the hotel standard processing, production and safety procedures.

● Managed a hotel team member of housekeeper department & laundry.

● administrative & associated.

● daily housekeepers duties and production.

● in charge of the processing and post guest laundry services

● Productions, linen inventory, laundry equipment order and guest service!

● Linen quality Assurance, for outstanding improvement in productivty.

● In charge of Laundry equipment maintenance, washer, dryer, folders, linen press, steam press, dry clean & invotech system. January 2007- March 2009

Aug 2013

May 2004

folders, linen press, steam press, dry clean & invotech system.

● Follow and training about Forbes Hotel standard

● In charge of the pre screen interview

● Trains all employee and manager in all hotel opening as training and task force.

Ritz Carlton Abama Spain

Laundry & turndown attendant

● Team leader

● laundry QA

● Inventory

● Production controls

● Press uniform and guest clothes

● On turndown service

● Clean all assign unit follow Ritz Carlton standard. Education

Masters of Hotel & Restaurant Administration

Atlatic international university

● Graduated with a 3.6 GPA.

● Concentration in Hotel administration, Management and Finance. B.A. Culinary Art

Int Bank and commerce of Puerto Rico

● Graduated with a 3.25 GPA.

● Concentration international culinary Art with restaurant management.

Profesional Digital Photography With Graphicsdesign D’Rose international college Puerto Rico

● Graduated with 4.00

● propetional Digital photography

● Light control

● Ambience photography

● Adobe Photoshop

● Adobe illustrator

● Indesing

Other Activities

● Scuba dive master and Instructor assistant with stress and rescue certification

● First Aid with CPR certification



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