Operations Manager Customer Service

Summary

Dedicated and organized Operations Manager with over 15 years of experience using proven planning and support initiatives to cut costs, streamline operations and increase productivity. Decisive and resourceful team builder versed in sales, management, and process improvement. Possesses in-depth industry trend knowledge and shifts to offer valuable insights on opportunities for new growth and business expansion. Familiar with multi-operation systems like Opera, Yardi, Lightspeed, Timeshare, Agilysys and PMS programs.

Skills

Hospitality services

Staff Management

Customer Service

Marketing

Operations Oversight

Fluent in Spanish

Logistics Oversight

Multi-Site Operations

Experience

05/2022 - Current

Multi-Properties Operations Manager, Developer Inn, Kissimmee, FL

Assisted the General Manager in preparation of forecasts and reports as well as in development, implementation, and monitoring of the budget.

Implemented new maintenance, administration, food service and improvements plan for 400 residential and hotel style units. Cutting Monthly Expense Loss by 15%.

Created specific, achievable, and realistic action plans to remedy guest service deficiencies. Improved properties rating on Booking.com from a 3 to 6.5 within a year.

·Interviewed, selected, coached, and supported staff, ensuring they performed in accordance with the established hotel standards and values.

03/2021 - 05/2022

Operations Manager, Residence Inn by Marriott, Orlando, FL

Plan, organize and manage all hotel services, including accommodations, maintenances, housekeeping, and inventory resulting in a cost saving of additional 15%

Resolved customer complaints in a timely manner while ensuring customer satisfaction remains at optimal levels.

Established and maintained strong relationship with vendors, suppliers, and other businesses.

Implemented innovative strategies to improve operational efficiency and effectiveness.

02/2018 - 04/2021

Operations Manager, Champion World Resort, Kissimmee, FL

Developed initiatives for process improvement and reviewed and assessed ongoing operations.

Oversaw financial management, budget management, accounting, and payroll activities.

Produced SOPs to document workplace procedures and optimize productivity through standardization.

Controlled departmental facilities use and approved requests for repairs or improvements.

Published customer satisfaction results from feedback forms and correspondence.

Guided employees on understanding and meeting changing customer needs and expectations.

12/2011 - 02/2018

Front Desk Supervisor, Walt Disney World Resort, Lake Buena Vista, FL

Supervised team of 10 front desk agents s and 5 runners, promoting positive work environment through effective communication, active engagement, and hands-on assistance

Managed customer complaints and rectified issues to complete satisfaction

Mentored new staff on correct procedures, compliance requirements and performance strategies.

Education and Training

06/1989

Bachelor of Arts, Business

Rio Hondo College, Whittier, CA

Raul Martinez

863-***-**** • *********@*****.*** • Poinciana, FL 34759 • WWW: Bold Profile

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