Customer Service Administrative Assistant

GELCYS VAZQUEZ 786-***-****

*** ** **** ******* ● Miami, Florida 33137 *******@***.***

QUALIFICATIONS SUMMARY

20+ Years Hospitality

Experience

Lead Concierge

Front Desk

Certified Hospitality Trainer

Event Coordinator

Human Resources

Property Management

Contract Negotiation

Contractor Management

Leasing

Unit turn over

Microsoft Office

Various hotel registration

software

Social Counselor

Family Counseling

Drug Addiction Counseling

Troubled Teenager

Counseling

Food Stamp Program

Assistance

Fully bilingual

(Spanish/English)

EMPLOYMENT HISTORY

Shalimar Hotel, Concierge / Administrative Assistant 2015 – Present

Guest registration for arrivals and departures

Exceptional concierge services to attend to special guest needs

Extensive knowledge of Miami and Miami Beach visitor attractions and restaurants for all ages

Administrative assistance responsible for overseeing operations such as food and beverage ordering, cleaning staff, hotel maintenance, pricing and booking coordination with Internet hotel booking sites, coordinating work schedules, payroll assistance, staff recruitment and other duties as assigned.

James Resnick & Associates, Residential Concierge (Part-Time) 2013 – 2015

Provide five star hotel-quality concierge services for luxury residential properties

Personalize service level delivery to meet the specific customer needs, and protecting customer from unnecessary or unwanted demands by others

Arrange, suggest, recommend, book, and confirm, deliverable services that may include, but not limited to, purchasing gifts, premium tickets, dry cleaning, etc.

Provide administrative assistance with resident files, ledger cards, and emergency information. Sheraton Four-Points Hotel, Chief Concierge 2008 – 2012

Led a team of 35 staff members overseeing the Concierge, Bellmen, Valet and Guest Services departments from recruitment, training, scheduling and supervision

Staff training to deliver consistent, highest standard of courteous and attentive service

Maintained logbooks for recording daily operations of the Concierge, Transportation and Bell Service.

Developed training manual for the concierge department

Oversaw departmental payroll

Coordinated VIP and private group arrival/departure with front desk operations

Evaluated and reviewed employee performance levels including disciplinary actions Sheraton/Wyndham Hotels, Director of Concierge/Front Office 2004 – 2008

Recruited, hired, trained, and supervised staff of 28 employees (Bellmen and Concierge)

Developed and trained concierge department to achieve 100% guest service satisfaction

Implemented guest service as the driving philosophy of the hotel by ensuring staff were trained to meet service standards

Staff responsible for obtaining updated tour/travel information regarding places of interests. Provided daily entertainment and activity information at Concierge Counter

Maintained logbooks for recording daily operations of the Concierge, Transportation and Bell Service.

Responsible for maintaining budget, scheduling, and payroll. Kyni Co. Rental Communities, Property Manager 2002 – 2003

Responsible for the property administration of 3 apartment complexes consisting of 263 apartments.

Oversaw day to day operations and apartment rentals

Prepared new leases, renewals, collected rent, 3 day notices, 7 days to cure, evictions and bank deposits.

Worked closely with city officials to maintain and adhere buildings to city codes

Led a team of 5 employees overseeing tenant services and maintenance departments from recruitment, training, scheduling, supervision and payroll

Contract negotiation and services for vendor procurement

Coordinated move in and outs, work with contractors and vendors. Williams Island, 7000 Building, Chief Concierge 2000 – 2002

Responsible for guest services for 300 luxury apartment units

Developed training manual for the concierge department to ensure added value customer service programs.

Coordinated all guest private events

Empowered staff to deliver guest service by encouraging and rewarding responsive guest assistance.

Oversaw departmental payroll

Miami Airport Hilton & Towers, Director Front Office/Chief Concierge 1995 – 2000

Recruited, hired, trained, and supervised staff of 42 employees (Bellmen and Concierge)

Established a training and development program to enhance guest services and employee knowledge of best practices

Hiring and Termination of Guest Services to include concierge, bell and valet attendants

Training and evaluation of all guest service employees including disciplinary actions Puerto Rico Department of Children and Family Services, Services Asst. 1993 – 1994

Application qualification review for food stamps benefits

Monitored families on social benefits assistance CONTRACT WORK

Miami Bridge Youth Family Services, Youth Activity Worker (On-Call) 2015 – Present

Troubled youth counseling

Assist with teenager intake/discharge, monitor, issue shores, supply medications Concept House Non-Profit Organization, Counselor (Contract work) 1995 – 1998

Counseling children with drug addictions

Counseling families of neglected children

EDUCATION

One year Graduate courses towards Masters in Social Science

B.S. Social Sciences and Psychology University of Puerto Rico

Associates Degree, Hospitality Industry and Customer Service

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