Customer Service Training Instructor

OMAR RUBIO

**** ****** *****, *** *******, Texas 78228

210-***-**** *********@*****.***

QUALIFICATIONS

• Proven strategic planning ability; skilled at developing and evaluating options and generating solutions

• (25) years of working in diverse team settings both professionally and specialized units

• Provide effective customer service and communication skills; focuses on team building, leadership, and development

• Technical Skills: UltiPro, KRONOS

• Language Skills: Bilingual English/Spanish

EXPERIENCE

Hospitality Manager – Laz Parking (Hampton Inn & Home 2 Suites) January 2022 – Present

• Provide effective leadership and help guide team to increase guest satisfaction and valet revenue

• Manage 15 valet associates inclusive of scheduling, payroll, audits, training, coaching, hiring, disciplinary action

• Maintain excellent customer service at the parking operation location and respond to guest requests and/or issues in a timely fashion to ensure client satisfaction

Operations Supervisor – TJX Companies

San Antonio, Texas November 2020-January 2022

• Supervised 40 – 60 associates in the receiving, auditing, and processing of high quantities and valued merchandise

• Directly supervised Packing, Layup, and Jewelry department – planned, organized, and managed the staff to ensure weekly MOD plan was met

• Collaborated with other departments to integrate logistics and prep for distribution to local TJ Maxx locations Guest Services Manager - Omni La Mansion Del Rio Hotel San Antonio, Texas July 2008-March 2020

• Motivate, develop, and support 18-25 associates through day-to-day tasks – average 3.94 on 4.0 scale AES Score

(Associate Engagement Survey)

• Greet approximately 150-200 guest daily check-ins and check-outs according to Omni’s Moments of Service and Standard Operating Procedures

• Observe and monitor staff performance to ensure efficient operations and adherence to Omni’s policies and procedure

• Resolve guest complaints and formulate the best solution to ensure customer loyalty/return stay – continuous high Guest Satisfaction Scores via Medallia

• Support HR Personnel with recruitment activities, job fairs, applicant review, and interviews to staff Guest Services Team

Bexar County Sheriff’s Office: S.W.A.T. Team/Gang Unit/Criminal Warrants San Antonio, Texas November 1999-July 2008

• Patrolled designated zones to detect gang activity, law violators, issued citations and made arrests

• Recorded daily activity and submitted logs reports/paperwork

• Executed arrest warrants, located and booked personnel into custody

• Executed fugitive/criminal/search warrants

• Task Force assignment with Drug Enforcement Administration United States Military

United States Air Force Reserves September 1995-August 1999

• Military Training Instructor Program – Drill Instructor United States Marine Corps August 1991-August 1995

• Active Duty - Rifleman

AWARDS AND RECOGNITIONS

• Manager of the Quarter Omni La Mansion Del Rio Hotel

• Life Saver Award Omni La Mansion Del Rio Hotel

• Letters of Appreciation Bexar County Sheriff’s Office

• Letter of Appreciation – Task Force Drug Enforcement Administration

• Letter of Commendation – Fugitive Apprehension San Antonio Police Department

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