Customer Service Manager

Gauddy M. Asenjo-Santos

*** ********* *** ***** 973-***-****

Jersey City, NJ 07306 E-Mail: acrw9w@r.postjobfree.com

PROFILE

Technically skilled and personable business professional with over 10 years of management experience developed through working in Hospitality, Corporate Housing and Property Management. Fluent in English and Spanish with experience working in a Union Environment. Computer skills in MS Office Suite and other applications/systems.

-Office Management

-Front-Office Operations

-Property Management

-Inventory Management

-Coaching, Counseling & Disciplining

-Team Building & Supervision

-Interviewing, Hiring & Firing

-Staff Development &Training

-Customer Service

-Manager on Duty

-Scheduling & Payroll

-MS Office Suite

SKILLS SUMMARY

PROFESSIONAL EXPERIENCE

JCNB Property Management/Grand Street Property Management

12/13-Present Leasing Consultant/Assistant Manager Jersey City, NJ

Primary Leasing Consultant for JCNB and Grand Street Property Management

Maintain working knowledge of Fair Housing laws, rules, and regulations concerning apartment leasing and management

Handle all aspects of leasing apartments, including greeting prospective residents, touring the properties, closing the sale, processing applications in a timely manner, preparing and reviewing lease documents and addendums

Assist the Property Manager in the day to day operations of over 350 units in 64 residential and commercial buildings throughout Jersey City and North Bergen to ensure efficiency and productivity

Receive maintenance request, report building maintenance needs, track completed work orders, and follow up with residents to insure customer service

Goldfarb Properties New York City, NY

1/10-8/13 Operations Coordinator

Manage day to day operations of 600 units throughout 6 luxury New York City residential and commercial buildings to ensure efficiency and productivity

Direct a staff of 25 employees consisting of superintendents, handymen, porters and doormen

Receive maintenance request, report building maintenance needs, track completed work orders, and follow up with residents to insure customer service

Assist in removing all HPD, DEP, DOB, and FDNY Building Violations and closing open applications

Coordinate timely vacancy turnovers to ensure all apartments are ready to be rented

Responsible for processing weekly Payroll using Paychex Time and Labor Online

Oversee external contractors to ensure proper completion of repairs and apartment renovations

Furnished Quarters New York City, NY

1/07-1/10 Housekeeping Manager (Field Manager)

Monitor the renovation and set up of New York City corporate luxury apartments

Manage, train and evaluate the performance of a staff of 45 Housekeepers, Van Drivers and Supervisors

Responsible for the payroll, scheduling and daily assignments of the Operations Department

Awarded “Manager of the Quarter” for the 4th quarter of 2008

Hyatt Regency Washington Washington, DC

7/04-5/06

Assistant Front Office Manager

Assisted the Front Office Manager with performance evaluations, coaching and counseling sessions, recruitment, hiring and training a staff of 38 employees

Responsible for addressing and resolving all customer service issues in a positive manner

Completed the weekly schedule, payroll, purchasing, and supply inventory of the department

Developed and implemented employee incentive programs in order to increase guest satisfaction

Front of the House Take-Over Team member - Hyatt Regency Jacksonville Riverfront

Assisted in the 900 room hotel conversion of an Adam’s Mark Hotel into a Hyatt Regency Property

Trained the Front Office and PBX staff on SOPs, property operating and reservations system

Back of the House Opening Team member - Hyatt Regency Denver at CO Convention Center

Assisted the Housekeeping department in the Grand Opening of a 1,100 room property

Implemented guidelines for the newly hired staff and monitored the daily progress during their training process

Assistant Reservations Manager

Responsible for daily and long term planning for inbound operations

Implemented standards and policies to control room inventories and rate integrity

Managed the department to maintain maximum levels of production resulting in maximum occupancy

Housekeeping Supervisor

Monitored the daily progress of the staff during the hotel’s $13 million dollar 834 room renovation

Maintained the highest possible standards by ensuring the cleanliness of guest rooms and the public areas

Prepared the monthly supply inventory according to rooms forecast and purchased supplies as needed

Provided assistance in the departmental supervision of 118 union employees

Wyndham Miami Airport Miami, FL 04/03-06/04 Assistant Director of Housekeeping

Assisted the Director of Housekeeping in managing a staff of 53 employees and 4 supervisors

Investigated complaints regarding housekeeping service and equipment, and took corrective action

Assisted in the administrative areas of scheduling, payroll, staff evaluations and budget procedures

Participation in Manager on Duty shifts as required

Awarded “Manager of the Quarter” for the 1st Quarter of 2004

EDUCATION

Johnson & Wales University Providence, RI

B.S. International Hotel and Tourism Management 03/03

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