Assistant Manager Customer Service

**** *** **** **** ***** Vista, CA ***** ************@******.*** 619-***-****

Mayra Cruz

Objective

Find employment with a company where my skills and experience will be an asset to the business while furthering my knowledge and abilities in the process

Experience

2014-2023 La Avenida Inn Coronado, CA

Assistant Manager

Oversee the operations functions of the hotel, as per the Organizational chart.

Hold regular briefings and meetings with all head of departments.

Ensure full compliance to Hotel operating controls, SOP’s, policies, procedures and service standards.

Lead all key property issues including capital projects, customer service and refurbishment.

Handling complaints, and oversee the service recovery procedures.

Responsible for the preparation, presentation and subsequent achievement of the hotel's annual Operating Budget, Marketing & Sales Plan and Capital Budget.

Manage on-going profitability of the hotel, ensuring revenue and guest satisfaction targets are met and exceeded.

Ensure all decisions are made in the best interest of the hotels and management.

Deliver hotel budget goals and set other short and long term strategic goals for the property.

Developing improvement actions carry out costs savings.

A strong understanding of P&L statements and the ability to react with impactful strategies

Closely monitor the hotels business reports on a daily basis and take decisions accordingly.

Ensure that monthly financial outlooks for Rooms, Food & Beverage, Admin & General, on target and accurate.

Maximizing room yield and hotels / resort revenue through innovative sales practices and yield management programs.

Prepare a monthly financial reporting for the owners and stake holders.

Draw up plans and budget (revenues, costs, etc.) for the owners.

Helping in the procurement of operating supplies and equipment, and contracting with third-party vendors for essential equipment’s and services.

Act as a final decision maker in hiring a key staffs.

Coordination with HOD's for the execution of all activities and functions.

Overseeing and managing all departments and working closely with department heads on a daily basis.

Manage and develop the Hotel Executive team to ensure career progression and development.

Be accountable for responsibilities of department heads and take ownership of all guest complaints.

Provide effective leadership to hotel team members.

Lead in all aspects of business planning.

Respond to audits to ensure continual improvement is achieved.

Corporate client handling and take part in new client acquisition along with the sales team whenever required.

Assisting in residential sales as and when required and development with strong sales prospects.

Responsible for safeguarding the quality of operations both (internal & external audits).

Responsible for legalization, Occupational Health & Safety Act, fire regulations and other legal requirements.

2011-2012 Best Western Hotel Chula Vista, CA

Front desk reception

Maintain an inventory of vacancies, reservations and room assignments

Register arriving guests and assign rooms

Answer enquiries regarding hotel services and registration by letter, by telephone and in person, provide information about services available in the community and respond to guests' complaints

Compile and check daily record sheets, guest accounts, receipts and vouchers using computerized or manual systems

Present statements of charges to departing guests and receive payment.

Daily accounting data entry and reconcile

Hotel security

2008 – 2009

Mervyn’s

Imperial Beach, CA

Assistant Manager

Responsible to oversee require duties of employees at the location.

-Confirming reports of inventory and funds.

-Handling employee and issues at the location.

-Assisted in training of the Employees as needed.

-Assisted store managers in booking and running events as needed.

-Load and unload customer items.

Confirm receipts and all returns.

Accountable for weekly bank runs.

Preparing weekly schedules for Managers and employees

Ensure that all equipment and the facilities themselves are in working order

Ordering inventory

2007– 2009

Corning Ware Corelle Revere Factory

San Ysidro, CA

Assistant Manager

Supervised employees to ensure completion of duties

Confirmed client orders were shipped properly and in a timely manner

Trained new employees

Confirm receipts and all returns

2005- 2007

Wal-Mart

Chula Vista, CA

Shipping and receiving Manager

Received multiple orders

Ordering Inventory

Department stock

Supervised employee to ensure completion of duties

Education

2002-2004

Southwest High School

San Diego, CA

High School Graduate

2010-Present Chula Vista Adult School Chula Vista, CA

Customer service certification

Office administration certification

Office Assistant, file Clerk, Professional Administration Certification

Word, Excel, Access, PowerPoint Certification

References

References are available on request.n

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