Jaime Pujals

Fort Lauderdale, FL ***** +1-561-***-****

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Detail-oriented and accomplished professional with broad exposure in developing and implementing training programs and ensuring proper training of all employees to strengthen service efficiency, regulatory compliance and productivity of workforce, LSOP’s and facilities to ensure service and compliance standards. Possess results-based leadership style; capable of analysing training needs and effectiveness of training programs and proposing recommendations for improvement. Bilingual communicator and presenter with skills in English and Spanish. Proficient in working remotely and in-person, establishing an engaging environment, and addressing and overcoming skills gaps.

CORE COMPETENCIES

One-to-one & Virtual Learning Training & Development Training Manual Designing Technology Integration

Trainee Performance Analysis Training Needs Assessment Operational Excellence Guest Service Regulatory Compliance Conducting Audits and Evaluations On Boarding Certification Annual Recertification

Disciplinary Procedures Workforce Management Key Relationship Building Team Coordination

CAREER HIGHLIGHTS

Conducted SWOT evaluation analysis of Forbes / AAA / Ritz Carlton luxury Brand Service Standards to improve and safeguard ratings while ensuring local regulatory compliance of facilities, information protection, security and labour laws.

Reduced costs and achieved goals through evaluation and understanding of fundamentals of operational activities.

Leveraged strong leadership competencies for securing loyal following of subordinate employees during change, uncertainty, and high attrition period.

Developed effective and well-trained newly recruited employee teams that routinely transitioned out of the training phase in the shortest period of time.

PROFESSIONAL EXPERIENCE

Ritz CARLTON – Fort Lauderdale, Florida 2022 to Present

Property Training Coordinator

Delivered engaging new hire on boarding and ongoing brand service training via presentations, observations and role-plays and analysis of opportunities uncovered by Forbes Travel Guide, AAA, and internal brand service mystery auditors’ evaluations resulting in action plans to maintain and increase luxury rating.

Identified, interviewed and developed a team of departmental subject matter experts to become learning coaches and assist departmental managers in safeguarding and improving luxury service delivery while certifying new hires and recertifying existing staff with 21 day learning plans having incentive scorecards attached to them.

Assisted in optimizing schedules, staffing levels and local standard operating procedures to maximize guest experiences through engagement and anticipatory service resulting in improving guest survey results in guests’ intent to return and overall satisfaction from pre-arrival planning to post departure sentiments.

Re-invigorated the Ritz Carlton mystique to create guests for life legacy through back to basics campaign.

Increased revenue capturing by identifying opportunities in guest offerings and engagement while discovering guests’ needs and preferences.

Reviewed and maintained regulatory procedures to properly record and ensure compliance of labour and timekeeping laws by working closely with human resources, finance department and guidance team.

Shabaka Training – Kingdom of Saudi Arabia 2019 to 2022

English Trainer & Team Leader

Optimise learning by teaching English for university acceptance, delivering curriculum to trainees, and incorporating audio-visual techniques while leading a team of experienced EFL trainers. Facilitate in securing accreditation for King Faisal University by preparing trainees for TOEFL exam.

Supported students in achieving learning goals through development of confidence and character of the trainees.

Received a promotion from English Trainer, based on delivering high-quality teaching support to six tenured EFL Trainers new to the Shabaka Training Program.

Led all aspects for successful transition to online / hybrid classes, resulting in enhancing success rate of students along with strengthening efficiency and productivity of new and tenured teachers during pandemic.

Niagara Tourism & Hospitality College Of Excellence Taif – Kingdom of Saudi Arabia 2018 to 2019

Event Management Trainer and Lead Hospitality Expert Vocational English And Success Skills Teacher

Elevated student speaking skills to assist English Foundation Department as well as mitigated gaps between the Foundation and Vocational Department for a smooth transition to vocational diploma studies. Developed supplementary course with relevant vocabulary and highlighted crucial expectations, aimed at ensuring college success, job acquisition, and career advancement. Strengthened English teaching and learning quality in conjunction with partners and sponsors.

Introduced hospitality culture and tourism as significant industries for 2030 vision while serving as a First Teacher in college with a tourism and hospitality background.

Aided students in securing employment by delivering real-life skills training with critical thinking and reasoning skills as well as offering engaging lessons for advanced learning.

Planned and organised one-on-one coaching and group sessions with a focus on boosting listening, speaking, reading, and writing skills of students.

S.I.Centro De Estudios AYA – Spain 2017 to 2018

English Trainer / English Language Instructor

Conducted Pearson exams by leading a detailed examination course for students. Optimised test scores by increasing information retention and students’ interest via best training practices with core skills.

Instructed Native English knowledge, pronunciation, and clarification to students and delivered realistic situations, aimed at improving conversational verbiage.

Served as an Academic Mentor for facilitating one-on-one support to integrate critical-thinking skills and resources and overcome challenges.

Laureate Vocational Tourism & Hospitality College Of Excellence – Kingdom of Saudi Arabia 2014 to 2016

Event Management Trainer

Delivered advanced and innovative lessons regarding event, food and beverage, and tourism and hospitality management operations and offered real-life skills training to enhance professional abilities. Prepared students for Cambridge and PET examination through effective coaching and leadership. Bolstered teaching and learning quality in English by working directly with partners and sponsors.

Initiated one-on-one training / group sessions for refining students learning, speaking, reading, and writing skills.

Realised defined academic and vocational learning outcomes by leveraging targeting system for all students.

Drove significant improvement in learning capacity of students through diversified lesson delivery in line with individual learning styles.

University Of Hail – Kingdom of Saudi Arabia 2009 to 2014

English Instructor

Improved overall performance by teaching English in preparation for university acceptance, delivering effective curricula, and utilising audio-visual techniques. Increased professional development of the faculty by leading committee for an innovative workshop organisation.

Facilitated attainment of learning goals by building confidence / character of students and providing reassurance.

Guided conversational English and involved in student care, academic counselling, and university administration.

EARLIER EXPERIENCE

Collections Manager and Trainer Bank of America – United States

Collection Supervisor and New Hire Trainer First Point Collection Resources – United States

Corporate Trainer and Sales Room Specialist Resort Communications International – United States

Contact Centre Manager Wildcard Systems – United States

Bilingual Financial Specialist and Loan Officer First Union / Wachovia – United States

Correspondence and Call Centre Supervisor Precision Response Corporation – United States

Service Level Coordinator and Statistical Analyst American Express – United States

EDUCATION & CREDENTIALS

Bachelor of Science in Hospitality Management Johnson & Wales University – Location

Associate of Science in Hotel / Restaurant Management Johnson & Wales University – Location

TESOL Certification and obtained Fluency in the Spanish Language Saint Louis University, Spain

Training: Train the Trainer Leadership Readiness Process Mentorship Program Building on Your Abilities

TECHNICAL PROFICIENCIES

Guest Experience CRM Bonvoy Loyalty Program Opera HMS Lucent Call Management System Symposium (Nortel) Call Management System Blue Pumpkin Workforce Management System Tele-Centre Workforce Management System Aspect E-Workforce Management System MS Office (Word, Excel, PowerPoint, and Outlook) Lotus Notes Credit Card Batch Processor

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