Customer Service Quality Assurance
Resume:
JAMES DALMIDA
Winter Garden, Florida 34787
aczr5x@r.postjobfree.com
GENERAL MANAGER/ DIRECTOR OF OPERATIONS/DIRECTOR OF FOOD & BEVERAGE
A top-performing, highly accomplished, self-directed professional with multi-faceted experience in timeshares, service, and hospitality operations, seeks to bring talent and performance to a respected organization that
values drive, energy, and dedication to achieve results. Expertise in leading cost efficient operations through maintenance initiatives, quality protocols, customer service, and key employee development, and operations management expertise. Outstanding performer distinguished for proven leadership and team-building skills with excellent problem resolution and analytics abilities. Expert with managing processes and procedures that are quality assurance compliant and improve efficiency; accomplished in all areas of employee relations with keen ability to identify, build, and maintain cross-functional and intra-organization relationships. Demonstrated strong hospitality management skills that further develop talent through training programs, improve team work, enhance productivity and drive long-term sustainable business performance.
AREAS OF STRENGTH AND EXPERTISE
Strategic Planning
Service Operations
Inventory Controls
Process & Procedures
Staff & Team Training
Hospitality Standards
Problem Solving/Analytics
New Business Development
Customer Service Initiatives
Safety & Security Standards
Client Relations
Quality Assurance
Project Management
Financial Management
Cross-Cultural Relations
PROFESSIONAL EXPERIENCE
RENAISSANCE CARAMBOLA BEACH RESORT 2015 to Present
Assistant General Manager
Utilizing leadership skills in quarterbacking internal team work and efficiencies through the exchange of knowledge, experience, and goal sharing to leverage resources and optimize customer service strategies that drive sales. Managed food and beverage operations in addition to general hotel functions, inclusive of sales and marketing, financial projections, profit and loss, budgets, cost controls, inventory, interior and exterior cleanliness, customer service strategies, new business development initiatives, employee development, kitchen renovations to improve functionality, Develop refurbishing plans for restaurants and bar.
Key Accomplishments:
Championed Marriott guest service systems to ensure compliance with brand standards
Developed five year CAPAX plan for all operating departments
Leveraged staff and resources to initiate efforts to substantially improve guest satisfaction through quality standards, additional services, and revised processes.
Performed in-depth review of all department functions to gauge deficiencies and developed new strategic plans with corrective actions to improve operational efficiencies.
Leveraged staff and resources to initiate efforts to substantially improve guest satisfaction through quality standards, additional services, and revised processes.
Directed and coordinated team building initiatives through intra-organization training and career development with a strong focus on achieving business goals. Work with managers to achieve financial goals and objectives while maintaining an efficient operation.
SUNSET RESORT BAHAMAS 2015
Opening General Manager
Managing all aspects of pre-opening. Selected an operating team of experience and skill Bahamians. Together developed, purchased and installed all the necessary operating systems and equipment necessary to open and operate a fully functioning full service hotel.
Key accomplishments:
Purchases included Property Managing System, Point of Sale, Reservations, Accounting Back office, Telephone and Guest Room Key System.
Developed implemented a marking plan to promote the hotel opening and introduced the it to the travel market.
Punched all rooms and public spaces to ensure quality of workmanship was Best in Class.
Purchased all operating supplies and equipment necessary to open the property on time.
Prepared the property for inspection by all local government agencies responsible for approving and granting the operating permits and licenses.
CONDADO VANDERBILT HOTEL, San Juan, PR 2014 to 2015
Facility Opening Taskforce Member
Managing all aspects of pre-launch hotel opening with active team participation and overseeing development of SOP’s for food and beverage, housekeeping, front desk, in addition to research for optimal food and beverage equipment, conducting inventory, reviewing banquet and catering readiness, development of management and employee performance tools, while training and coaching food and beverage staff with effective tools to control costs, improve service, and meet customer expectations.
Key Accomplishments:
Collaborated with and coached department heads to develop budgets in-line with business policies, and led housekeeping efforts to determine staffing requirements for laundry operations.
Coordinated construction remodeling inclusive of quality inspections, supervising 12+ punch list crew, acting as liaison between hotel and general contractor, and ensuring final room furnishings met standards.
Conduct daily inspections of hotel grounds and facilities and report findings to department manager of responsibility to perform corrective action.
Evaluate food and beverage operations to ensure strategic plan roll-out with milestones are achieved and business objectives are met.
BISHOPS LODGE RANCH, Santa Fe, New Mexico 2014
Restaurant Manager, Food & Beverage Trainer, QA/QC Coordinator
Managed dining room operations, training programs, and monitored all front of house service functions for adherence to quality control standards.
Key Accomplishments:
Developed and implemented quality focused training program to close employee skills deficiencies, improve performance, enhance productivity, and deliver high value customer service.
Actively participated in special banquet functions to ensure food quality and dinning room servicing were meeting or exceeding hotel operation and industry standards.
FAIRMONT ROYAL PAVILION RESORT, St. James, Barbados 2013 to 2014
Hospital Service Training & QA/QC - Consultant
Provided consulting services to review all operations, implement quality controls and customer service initiatives, and training for food and beverage staff, desk agents, concierge, bell staff, housekeeping, and reservation agents.
Key Accomplishments:
Performed in-depth review of all department functions to gauge deficiencies and developed new strategic plans and implemented corrective actions for each to improve operational efficiencies.
Collaborated with housekeeping department to develop new system to track damaged guest room supplies and format for ordering new items to control costs.
Created employee development and training programs for existing and new hires with all departments to meet quality assurance directives, reduce turn-over, and increase long-term customer satisfaction.
DEPARTMENT OF STATE – US EMBASSY, Sana, Yemen 2012 to 2013
AC4S Transition Team Hospitality Lead - Consultant
Engaged as hospitality consultant with transition team to transform hotel to American Embassy transit facility in Sana, Yemen with direction over strategic transition plan development and implementation for rooms and engineering department, quality assurance programs, training program development, and SOP’s.
Key Accomplishments:
Implemented training programs for employees to bridge skills deficiencies and further progress of OS&E plans to provide high quality service and drive customer satisfaction.
Enacted new and revised standards for rooms OS&E to meet business objectives, quality assurance, and customer satisfaction goals.
Wrote new SOP’s for all maintenance departments to ensure improvements for engineering protocols and building maintenance functions.
CONDADO VANDERBILT, San Juan, PR 2012
Rooms OS&E- Consultant
Provided oversight of $1.2M+ rooms OS&E budget, including direct management functions, coordination of staff, purchasing, and establishing industry quality assurance standards.
Key Accomplishments:
Developed and implemented SOP’s for all rooms department positions to ensure compliance with quality directives and drive higher customer satisfaction.
Implemented OS&E that would enable hotel to meet or exceed AAA five diamond rating and meet business and financial objectives.
EDUCATION AND TRAINING
Bachelor of Science, Hotel & Restaurant Administration, University of Nevada, Las Vegas, NV
Certification, Computer Systems Fundamentals, CompTia A+
Certification, Hardware and Software, Winter Park Tech
Certification, Florida CAM Certificate of Completion
Training, Leadership Development, Leading Starwood
Training, Tips for Successful Training, TRIGO
Certification, Six Sigma – Greenbelt
Certification, Brewmaster
Certification, Sommelier
AWARDS AND DISTINCTION
U.S. Military, Service Member, Honorable Discharge
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