Employee Relations Customer Service
Resume:
Rafael Suarez
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*********@*****.*** 619-***-**** 84 Broken Lance Dr.
Breckenridge, CO 80424
Awarded Bilingual Executive Manager with strong skills in customer service and employee relations.
• Skilled at operating a wide range of hospitality platforms.
• Strong believer on a "count on me" philosophy been responsive, responsible and delivering a great experience not only to our customers, but also my team.
• Member of a "task force" team helping fix discrepancies and internal procedures.
• Community Service ambassador and leader for 3 years in a row.
• Corporate and Associates event planner for the region.
• Property Management
• Fully Bi-lingual (English/Spanish)
• High level of initiative and leadership
• Strong quality service and customer satisfaction skills
• Financial maximization (budgeting and forecasting)
• Association Governance
• P & L analysis
• Employee relations and low turnover track
Supervisor Mill Maintenance
Climax Molybdenum Mine December
2023 to Present
In charge of the daily operations and complete maintenance of a multi-billion molybdenum mine in Leadville Colorado.
• Responsible for equipment maintenance during scheduled shutdowns and running time assuring that production is met on a molybdenum mine setting.
• Interpretation and explanation of budgets plans & projects.
• Project management.
• Planning
• Negotiate & review contracts & agreements with vendors, suppliers and contractors.
• Lead department and mechanics.
• Development & implementation of safety standards.
• Couch & counsel employees to reflect safety & production goals.
• Development of operational SOP’s.
• Full involvement of mechanical operations.
• Meeting with mine leaders to accomplish production goals. Page 3
• Payroll management.
• Warehouse ordering of tools & parts.
• Employee relations.
• Teamwork between departments.
• Performance reviews.
Senior Director of Operations
Olive Boutique and OLV:55 Hotels July 2022 to
November 2023
In charge of the daily operations and guest satisfaction of a recognized luxury hotel and boutique in the highest vacation destination at Condado, Puerto Rico.
• Responsible for the property P&L that encompasses employees, supplies & materials for the hotels.
• Development, interpretation & explanation of budgets, plans & projects.
• Development of an annual budget of 12 million dollars per year.
• Exhibit leadership in guest, homeowner and public relations to maximize opportunities.
• Negotiate & review contracts & agreements with vendors, suppliers & subcontractors.
• Lead department managers and supervisors.
• Development & implementation of quality control programs.
• Proactively develop & implement capital improvement plans.
• Coach & counsel employees to reflect exceptional customer service.
• Direct report to the owners.
• Responsible for guest/owners’ satisfaction keeping track on Medallia and Trip Advisor scores.
• Development of operational SOP’s and DOP’s.
• Full involvement in FOH and BOH operations.
• Partnership relations with 3 of a highly recognized Chef fine dining restaurants.
• Valet and Security operations and development plans. Owner/Operator
LoLatino Puerto Rican Cuisine - San Diego, CA August 2019 to October2021
• In charge of the daily full operations and customer satisfaction of our own restaurant, catering and event small business. Responsible for marketing, advertisement and social networking.
• Responsible for the full budget for a full operating business.
• Creation of menu, recipes and presentation of the food.
• Implementation of the vision and mission for the business.
• Development of a culture creating a "like home" environment.
• Inventories
• Cost control
• Training
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General Manager
Wyndham Destinations - San Diego, CA May 2016 to August 2019
In charge of the daily operations and guest/owner satisfaction of a highly recognized resort for one of the largest hospitality companies in the world. Always promoting the "Count on Me" principles; by being responsive to everyone’s needs, respectful in every way and delivering a great experience not only to our visitors and stakeholders, but also to our team.
• Responsible for the property P&L that encompasses employees, supplies & materials for the resort.
• Development, interpretation & explanation of budgets, plans & projects!
• Development of an annual budget of 8 million dollars per year with a 3% increase year over year.
• Exhibit leadership in guest, homeowner and public relations to maximize opportunities.
• Negotiate & review contracts & agreements with vendors, suppliers & subcontractors.
• Lead department managers and supervisors.
• Develop & implement quality control programs.
• Proactively develop & implement capital improvement plans in conjunction with corporate leadership. • Coach & counsel employees to reflect Wyndham's Count On Me! service promise
• Direct report to the Regional Vice President.
• Quality Assurance audit, Loss prevention audits and Internal audits performance.
• Responsible for guest/owners’ satisfaction keeping track on People Metrics scores. Assistant General Manager
Wyndham Destinations - Bend, OR December 2013 to May 2016
In charge of the daily operations and guest/owner satisfaction of a highly recognized resort for one of the largest hospitality companies in the world. Always promoting the "Count on Me" principles; by being responsive to everyone’s needs, respectful in every way and delivering a great experience not only to our visitors and stakeholders, but also to our team.
• Responsible for the property P&L that encompasses employees, supplies & materials for the resort.
• Develop, interpret & explain budgets, plans & projects.
• Manage the front office, housekeeping, maintenance, and security.
• Work directly with Board members and HOA.
• Exhibit leadership in guest, homeowner and public relations to maximize opportunities.
• Negotiate & review contracts & agreements with vendors, suppliers & subcontractors.
• Lead department managers and supervisors.
• Develop & implement quality control programs.
• Proactively develop & implement capital improvement plans in conjunction with HOAs & corporate leadership.
• Coach & counsel employees to reflect Wyndham's Count On Me! service promise Operations Manager / Assistant General Manager
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Village at Breckenridge - Breckenridge, CO June 2010 to December 2013
In charge of the daily operations and guest/owner satisfaction for a highly recognized ski resort. Delegate authority, assign responsibilities, motivate and coach engineering and housekeeping staff. Work with front desk to fulfill demand depending on occupancy forecast.
• Monitor rules and regulations.
• Ensure that all set standards are met.
• Coordinate, supervise and assist in ensuring safety control and procedures.
• Full development of employee review plan and job descriptions.
• Development of a 2 million dollars’ annual capital and operational budget, allocate funds and authorize expenditures.
• Project Management of an 18 million dollars’ exterior renovation and a 2 million dollars’ common area/ plaza renovation.
• Contract management and vendor relations.
• Responsible for hiring, training, counseling, evaluating and promoting engineering and housekeeping staff.
• Daily inspection of common areas, outside grounds for cleanliness and appearance • Development of complete Property Operations Manual. Director of Property Management/General Manager
Wildernest Property Management - Silverthorne, CO 2005 to 2010
Responsible for hiring, training, counseling, evaluating and promoting the property management directorate. Involvement in the negotiation of the short and long term vacation rental in a highly recognized ski area. Responsible for ordering supplies and maintain control over inventory. Specific area of responsibility includes personal functions, community maintenance, monitoring market conditions and advertisement.
• Enforce rules and regulations of Homeowners Association.
• Development of multiple annual capital and operational budgets, allocate funds and authorize expenditures.
• Monitor and enforce safety rules.
• Direct supervision Resident/Property Managers and maintenance staff.
• Create and implement cost and saving programs.
• In charge of 36 employees, 1,200 units, 34 HOAs.
• HVAC, plumbing, electric, hot tub and pool maintenance, painting, landscaping, communication and hiring of contractors.
• Preparation of Board Meetings and Annual Meetings.
• Resident relations and resolution of resident issues.
• Development of Property Inspection program and procedures.
• Development of new Property Managers training procedures.
• Oversee company and HOAs capital projects.
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Education
BS IN CRIMINAL JUSTICE
University of Sacred Heart - San Juan, PR
HIGH SCHOOL DIPLOMA
Colegio San Jose - San Juan, PR
SPECIAL COURSE
• Financial Acumen
• Pool Maintenance
• Hospitality Management
• Financial Acumen
• Project Planning
• Labor Cost Analysis
• Financial Report Writing
• Property Management
• Fully Bi-lingual (English/Spanish) • High level of initiative and leadership.
• Strong quality service and customer satisfaction skills
• Financial maximization (budgeting and forecasting)
• Association Governance
• P & L analysis
• Employee relations and low turnover track
• Management
• Strategic Planning
• Restaurant Management
• Culinary Experience
• Recruiting
• Internal Audits
• Procurement
• Pricing
• Contract Management
• Catering
• Oracle
• Computer Networking
• Event Planning
ASSESSMENTS
General Manager (Hospitality) — Highly Proficient
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Solving group scheduling problems and reading and interpreting P&L statements. Highly Proficient
Management & Leadership Skills: Impact & Influence — Highly Proficient
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