Customer Service Manager

Maurio Brown

Operations Manager - Renaissance Times Square

Jersey City, NJ

*******@*******.*** - 917-***-****

Results-driven, dependable, and creative hospitality professional offering extensive experience in the areas

of customer service, guest relations, and event planning. Able to multitask in high-pressure environments.

Excellent verbal and written communication skills. Proven ability to thrive in both team and individual settings.

WORK EXPERIENCE

Operations Manager

Renaissance Times Square - New York, NY - November 2013 to Present

Assists in managing the execution of all operations in the food and beverage departments, and managing

staff. Strives to continually improve guest and employee satisfaction and maximize the financial performance

of the department. Monitors compliance with standards and procedures. Leads specific team while assisting

with meeting or exceeding property goals.

Duties include scheduling, payroll, event planning, maintaining and ordering supplies for all F & B outlets.

Lead Night Auditor

Front Desk - May 2006 to October 2013

Provide superior hospitality and customer service to ensure guests have an enjoyable check-in, stay, and

check-out

Maintain and promote welcoming environment in an efficient and friendly manner

Work closely with maintenance and housekeeping to ensure guest requests efficiently addressed

Ensure guests have access to all hotel amenities and services

Selected as the Delighted-to-Serve Operator; represented hotel on internal and external incoming calls

Served as Lead Night Auditor; ensured daily reports were accurate and balanced. Served as manager on duty

during specific hours.

Accomplishments:

Successfully completed Spirited Supervisory Training program - designed to prepare hotel staff for careers

as supervisors or managers

Approved by the Management Candidacy Review Board (MCRB)

Service Excellence and New Hire Training facilitator - prepare and conduct training for new employees

throughout New York City

Received Employee-of-the-Month Award - December 2007, March 2008

Front Office Agent

Hyatt Regency - New York, NY - September 2005 to August 2006

Provided superior hospitality to ensure guests had an enjoyable check-in, stay, and check-out

Managed Rooms Control process to ensure appropriate blocking of specific room types

Maintained and promoted welcoming environment in an efficient and friendly manner

Referred guest to local attractions, restaurants, and tourist accommodations

Worked closely with maintenance and housekeeping to ensure guest requests efficiently addressed

Fitness Consultant

Bally Total Fitness - New York, NY - May 2004 to December 2004

Promoted and sold gym memberships and renewals to potential new members and current members

Generated sales through company-sponsored and self-sponsored outreach and promotions

Increased sales through regular follow-up on all prospects.

Conducted gym tours and provided free trials for potential members

Remained knowledgeable of information on club history, philosophy, facilities, staff and policies

Prepared for, attended, and actively participated in sales meetings

Production Specialist / Assistant Producer

WBTV and WCSC News - Charlotte, NC - July 2001 to December 2002

Coordinated organization and distribution of cast scripts

Served as Floor Director; operated camera and teleprompter during live tapings

Wrote and produced successful weekend shows

EDUCATION

B.A. in Broadcast Journalism

University of South Carolina - Columbia, SC

May 2001

ADDITIONAL INFORMATION

AREAS OF EXPERTISE

Quality Customer Service Conflict Resolution Relationship Building Data Management

Leadership & Training Research & Analysis Project Management Staff Supervision

COMPUTER SKILLS

Microsoft Office Programs (Word, Excel, PowerPoint, Outlook); Internet Research, PMS, Marsha, Atlas

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