DAVID C. ABA

CUSTOMER SERVICE PROFESSIONAL

** ****** ******

San Francisco, CA

702-***-****

adgml2@r.postjobfree.com

SUMMARY OF QUALIFICATIONS

10+ years in a customer-facing role in fast-paced environments within the Hospitality Industry

8+ years of progressive managerial roles focusing on performing exceptional customer service

5+ years of building strong client-relationships and organizing effective communication protocols

Proven record of creating confident relationships by establishing transparency, building trust & rapport

Dedicated to building an environment for all levels of employees to excel & thrive

Strong comprehension of P&L statements and budget & expense management

PROFESSIONAL EXPERIENCE

Senior Operations Manager Hilton Hotels

Santa Clara, CA

DEC 2019 - MAR 2020

●Partnered with 4 vendors for product consultation that lowered expenses by $1.2k in FEB and evaluated operational support such as on-site training and effective ways of up-selling

●Guided a team of 25 including a manager in successfully providing a one-of-a-kind experience for all arriving & departing guests of a 204-room hotel by performing service beyond the guest expectations

Operations Manager Bon Appétit Management Company

Santa Clara, CA

DEC 2018 - DEC 2019

●Ensured flawless execution of services inside a $20M account/operation involving hiring & directing a team of 65 through business operations, customer service, and event delivery

●Captured an avg. of $1k/event in sales by planning & executing weekly/monthly events for customers

●Attended monthly meetings to conduct a review panel with the client/stakeholders discussing operations, product/event evaluations, and future initiatives & improvements

●Designed from scratch a new-hire orientation involving basic introductions, in-depth training workshops, competency assessment tests, and a walk-through of the entire workplace

Operations Manager Fairmont Hotel & Resorts

San Jose, CA

MAY 2018 - DEC 2018

●Increased monthly sales by $11k in Q3-2018 by training a team of 17 including an Asst. Manager in effective up-selling of new and current offerings & providing guests with remarkable customer service

●Generated an average of $3k in sales per booking by establishing local business partnerships to coordinate and host monthly company events, providing exceptional start-to-end service

●Handled multiple time-sensitive projects simultaneously while performing daily service operations

Operations Manager W Hotels

San Francisco, CA

JULY 2016 - MAY 2018

●Surpassed our forecasted revenue by 3% ($360k) in Q1/Q3-2017 by originating & creating large events and partnering with local business in hosting events for members & guests

●Achieved the most improved department by EOY in 2017 & the highest scores on leadership and team moral in Q1-2018 - awarded Coach of the Quarter by our Executive Committee in 2018

●Collaborated with cross-functional departments to improve hotel services and amenities that led to successfully becoming the first W Hotel to be recommended in Forbes Travel

●Revamped the Hotel’s Amenity Program by evaluating sales-mix and market trends then created new refreshing amenities to reflect the W Brand & the SF Community

●Analyzed the departments KPI’s and located opportunities to create initiatives for improvements

Database Administrator/Store Manager Lev Restaurant Group

Las Vegas, NV

OCT 2012 - JUNE 2016

●Led an all-in-one software launch within 12 properties that included purchases, inventory & sales

●Evaluated price bids from vendors on a weekly basis to acquire optimum products for purchasing

●Educated & improved 5 QSR’s in product knowledge, food handling, and service

●Increased revenue YOY and outperformed multiple locations within our district

●Successfully launched 4 product roll-outs & executed the extensive training

EDUCATION

UNLV

Las Vegas, Nevada

Bachelor of Science

Hospitality Management

2012-2016

Projects

Rebels For Relief (Fundraiser)

TIABI Marketing Plan

Marriott Business Development Plan

INTERESTS + SKILLS

Community Programs

Industry Trends

Human Behavior

Diversity & Inclusion

Workplace Culture

Event Planning

Sustainability

Team Building

Product Negotiations

High Emotional Intelligence

Detail-Oriented

Exceptionally Organized

Communication

Customer Loyalty

Interpersonal Skills

CERTIFICATIONS

ServSafe Certified

REFERENCE

References available upon request

Contact this candidate