Customer Service Manager
Resume:
ROSEMARY MORALES
Miramar FL, 33027
*******.********@*****.***
Mission Statement
Strive to exceed customer/ employer expectations by delivering second to none service. Maintain customer
centricity in all initiatives and interactions, always putting the customer first.
Professional Experience
Provident Doral at the blue / Hyatt Miami at the Blue
Front Office Manager 2012 – Present
Responsible for the general upkeep of the resort facilities, managing 200 guestrooms, and all
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the resort department issue such as the Spa, Room Service, Restaurants, Housekeeping, Front Office,
Recreation, etc.
Ensure regular servicing of the resort facilities.
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Meet with top management and keeps them informed about the running of the resort problem areas and
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recommendations.
Handles complaint from guest and associates.
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Covers for other duty managers when they are off or on sick leave.
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Overseeing security issues and ensures safety of the entire resort facilities guest and associates.
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Ensure100%guestsatisfaction.
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Maintain a high and visible profile with guests by visiting all areas of the property to ensure proper
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operations of the resort outlets and provide support as needed.
Continuously inspect resort property facilities and operations and immediately advises appropriate
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department managers of potential or active problems related to safety, cleanliness, and customer
service.
Support, train, motivate, and coach associates.
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Ensures that all VIP units are ready to be occupied by completing thorough Inspection.
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Will report any deficiencies to the proper department for follow up.
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Respond to all guest / employee 911 emergencies .Act as the on scene incident commander until
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appropriate Sr. management arrives.
Provides daily reporting and follow up with all root causes on all MOD incidents entered on the daily
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MOD Report.
Over see daily operational issues.
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Make recommendations to management regarding development, training and corrective action of team
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members.
Bankers Lending Services Miami, FL
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Office Manager, 2008 2012
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Oversee daily office operations while managing a staff of eight (11) employees.
Duties include Administrative, Accounting, Human Resources Policies and Procedures Payroll and
Quarterly Tax Preparation.
Locate and notify customers of delinquent accounts by mail, telephone, or personal visit to solicit payment.
Duties include receiving payment and posting amount to customer's account; preparing statements to credit
department if customer fails to respond; initiating repossession proceedings or service disconnection; and keeping
records of collection and status of accounts.
Doral Golf Resort & Spa Miami, FL
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Housekeeping Supervisor, 2004 to 2007
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Inspect guest rooms, public areas, pool, etc. after being cleaned by Housekeeper to ensure quality standards. Assist
Housekeeping management in managing daily activities
Run sold room reports, verify room status, determine discrepant rooms, prioritize room cleaning, and update status of
departing guest rooms.
Communicate issues to next shift. Complete required paperwork. Assist management in hiring, training, scheduling,
evaluating, counseling, disciplining, and motivating and coaching employees.
Follow all company and safety and security policies and procedures; report any maintenance problems, safety
hazards, accidents, or injuries; complete safety training and certifications.
Welcome and acknowledge all guests according to company standards; anticipate and address guests` service needs;
assist individuals with disabilities; thank guests with genuine appreciation.
Develop and maintain positive working relationships with others; listen and respond appropriately to the concerns of
other employees. Ensure adherence to quality expectations and standards.
Doral Golf Resort & Spa
At Your Service (AYS), 2004 to 2007
Operate telephone switchboard station in order to answer telephone calls. Process guest requests for wake up calls,
screening calls, and other requests related to placing or receiving telephone calls.
Contact appropriate individual or department (e.g., Bellperson, Housekeeping), and follow up with guest to ensure
their request has been met to their satisfaction.
Provide information to guests about room features, property amenities, and local areas of interest. Assist guests with
accessing the Internet. Report accidents, injuries, and unsafe work conditions to manager
Doral Golf Resort & Spa Miami, FL
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Front Desk Agent, 2004 to 2007
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Process all guest check-ins by confirming reservations, assigning room, and issuing and activating room key.
Process all payment types such as room charges, cash, checks, debit, or credit. Process all checkouts including
resolving any late and disputed charges. Answer, record, and process all guest calls, messages, requests, questions, or
concerns.
Coordinate with Housekeeping to track readiness of rooms for check-in. Communicate parking procedures to
guests/visitors and dispatch bell staff or valet staff as needed.
Supply guests with directions and information regarding property and local areas of interest. Run daily reports
(number of arrivals, departures), identify any special requests, and check reports for accuracy. Complete designated
cashier and closing reports in the computer system.
Education
Broward College Pembroke Pines, FL
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Florida Career College Pembroke Pines, FL
Medical Billing and Insurance Coding, Honors Achievement Award, 2005
CPR Certification
Notary Public
License Health Insurance (P065443).
Languages
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Written and verbal fluency in English and Spanish.
Achievements & Certifications
Marriott Customer Service of Excellence (Awarded by Managers.)
Awarded 2 Marriott Spirit to Serve (by Marriott International Headquarters.)
CCNHT (Marriott Certified New Hire Trainer)
MCBS (Medical Coding and Billing Specialist)
Certificate of Recognition (United State Census 2000)
CHAA (Certified Healthcare Access Associate)
Computer Skills
Microsoft Office (Word/Excel/PowerPoint/Outlook),
PMS, Marshall, Gest where and Medisoft
Opera
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