Hotel Management

Area of Focus: Hotel Management

Qualifications Profile

Versatile, dynamic, and highly focused professional, with extensive leadership experience in business operations, customer service, and general management. Possess organizational and interpersonal abilities in establishing relationships with professionals. Exemplify unparalleled commitment to provide significant contributions to attain goals and objectives. Demonstrate effective communication aptitude as well as capability in working well under pressure and thriving in an atmosphere of challenge.

Education

Associate of Arts in Business Administration: In Progress (Expected Completion: 2017)

Daytona State College Daytona Beach, FL

Functional Skills with Experience

General Management

Exemplified excellent interpersonal skills in negotiating with senior management for resources that directly affected areas of accountability.

Earned support for training programs by representing the Training and Development Department on meetings with others outside the training group.

Strategic Leadership

Solely conceptualized and executed operating and capital budgets.

Provided expert oversight to various daily operations which included:

-Two cable systems with more than 200,000 subscribers, 6 supervisors, and 85 technicians;

-Technical operations of two cable systems with over 100,000 subscribers across nine counties

-Supervision of 13-15 technicians responsible for providing installation and service to a cable system of over 17,000 subscribers in a highly influential area

Staff Supervision, Development, and Collaboration

Supervised direct reports consisting of 1 manager, 8 supervisors, and 120 installation and service and maintenance technicians.

Formulated and prepared training materials for management staff and front-line personnel.

Carried out job and staff performance analysis and provided necessary corrective action.

Arranged and presented work schedules to develop effective teams; trained subordinates regarding safety, new products, and policies.

Facilitated all aspects of new hire, technical, and safety training for over 100 technicians as well as safety training for non-technical personnel.

Operational Streamlining

Conducted personnel selection, development, and review to guarantee seamless workflow.

Ensured the provision of top-quality services by implementing quality and customer service standards; evaluating and resolving service problems; identifying trends; and driving system improvements.

Proactively supported other systems to assist and mentor colleagues in driving the system within standards.

Created and executed training programs to address all Comcast necessities.

Superior Customer Service

Took charge of the overall customer experience from greeting guests and taking drink and food orders to accurately preparing bills and collecting payments.

Guaranteed the delivery of top-quality customer services in installing and repairing cable as a technician; while also ensuring customer retention as a supervisor; and avoiding potential lawsuits through prompt and effective resolution to all customer concerns as a manager and senior manager.

Conflict Resolution

Provided prompt resolution and reported high-level concerns.

Utilized knowledge of HR policies and workplace laws in resolving employee concerns.

Regulatory Compliance

Held responsibility in guaranteeing alignment with industry standards by establishing procedures for efficient and accurate installs, quality control, and repair services.

Expertly developed a defensive driving program for employees, in accordance with Comcast, the state of Delaware and the insurance community.

Ensured that all employees were knowledgeable of OSHA standards as well as their adherence to all safety practices.

Growth and Development Impacts

Minimized employee issues with the management in three months in partnership with the human resources.

Successfully met all objectives through effectual staff management activities planning and assessment.

Earned nomination for the Circle of Success; Individual Award and CommTech Jeopardy Champion in 2003 and 2004; and served as finalist in 2004.

Served as the driving force behind the successful management of the system by performing the following:

-Evaluation of processes and personnel in place;

-Coordination with employees in developing solution;

-Maintain consistency and transparency;

-Fostering honest and fair working environment.

Work Chronology

Bubba Gump Shrimp Co. Daytona Beach, FL

Server 2015

Comcast Cable Corporation (1997–2015)

Senior Manager, Installation and Service Leesburg; Orlando, FL 2013–2015

Manager, Installation and Service NE Philadelphia; Willow Grove, PA 2011–2013

Supervisor, Installation and Service Lower Merion, PA 2005–2011

Technical Trainer New Castle, DE 2002–2005

Communication Technician Glenolden, PA; New Castle, DE 1997–2002

Toys R Us Media, PA

Store Associate

Courtauld’s Fibers Axis, AL

Machine Operator

Mary’s Place Restaurant Coden, AL

Server

Laborers International Union Philadelphia PA, Mobile AL

Local 70 Mobile – Mobile, AL Local 332 - Philadelphia, PA

American Cablevision Wallingford, PA

Installation and Service Technician

US Army

SP4p, Honorable Discharge

Professional Development

Arapahoe Community College

-Introduction to Marketing

-Business Law

-Introduction to Business

-Principals of Management

-Effective Supervision

-Communications Technology and Broadband Technical Management Certification

-Broadband Digital Management Certification

-Broadband Telephony Technology Management Certification

National Cable Television Institute

-Master Technician HFC Networks

-Master Technician Customer Premises

-Senior Master Technician

Comcast University

-Level I Trainers Certification

-The Art of Training

-Business Strategy and Finance

-Building a Culture of Inclusion

-Time Management

-Making Training Work

-Coaching the Coach

-Stress Management

-Employee Engagement

-Principals of Leadership

-Conflict Resolution

-Labor Relations

-Messaging your Team

Falck Fire Academy (RISC, America)

-Industrial Firefighter

-Incident Command

Activities

Volunteer, Halifax Humane Society

Volunteer, Volusia County Beach Clean Up 2015

Technical Acumen

Microsoft Office Suite (Excel, Word, PowerPoint, and Outlook) Amdocs Cable Data Aloha

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