HOSPITALITY, TOURISM, RETAIL AND RESORT MANAGEMENT SPECIALIST

Results-driven hospitality specialist with established record of customer service, market analysis, resort operations management, achieving goals, increasing organizational productivity & managing employees in a multicultural environment. Proven talent for aligning organization’s objectives & strategies with established hospitality paradigms to achieve maximum operational impacts. Successful track record of consolidating best practices, metrics & management systems to improve service efficiency through leveraging available company resources. Detail and success-focused business professional with the ability to develop, plan and execute multiple projects at once. Exceptionally dedicated individual with keen interpersonal, communication, and organizational skills.

CORE COMPETENCIES

PROFESSIONAL EXPERIENCE

SMALL BUSINESS CONSULTANT - ORLANDO, FL (JANUARY 2020 - PRESENT)

• Operate in pivotal capacity by communicating with customers and suppliers to stay abreast of industry and business trends.

• Utilize strong analytical skills to generate standard and custom reports to summarize business, financial and economic data.

• Maintain and update business intelligence tools and databases.

• Forecast market demand by collecting business intelligence data from available public information and field reports.

• Use various business intelligence tools to identify and monitor current and potential customers.

• Synthesize current business intelligence and trend data to support recommendations for action.

• Analyze competitive market strategies through analysis of related product, market and share trends.

• Identify and analyze industry and geographic trends with business strategy implications. PRIVATE RENTAL PROPERTY AGENT - ORLANDO, FL (MARCH 2010 - PRESENT)

• Prepare rental forms, obtaining customer signature and other information, such as required licenses.

• Engage with guests by answering questions, giving directions and providing other information about theme parks or surrounding areas.

• Coordinate site visits, greet visitors, answer phone calls, intake and process incoming information. RESORT DUTY MANAGER - WALT DISNEY WORLD GRAND FLORIDIAN RESORT AND SPA – ORLANDO, FL (DECEMBER 2016 – DECEMBER 2019)

• Responsible for the overall operations, service excellence, and aggressive production results that support resort goals and company initiatives.

• Lead, manage and supervise daily operations of resort, ensuring policies and procedures are being followed as outlined.

• Accomplish staff results by communicating job expectations; planning, monitoring, and appraising job results; coaching, counseling, and disciplining employees; developing, coordinating, and enforcing systems, policies, procedures, and productivity standards.

• Supervise, train, counsel and prepares performance reviews for management staff, and reviews all performance reviews of frontline staff.

• Develops leads by meeting potential buyers in community activities, greeting drop-ins, placing advertisements, responding to inquiries.

• Address and resolve client or customer inquiries to foster superior standards of service. MURRIL DAVID VINCENT

407-***-****

adui3w@r.postjobfree.com

Clermont, Florida 34714

• Customer Service

• Resort & Retail Management

• Project Management

• Employee Training

• Guests Services & Relations

• Marketing & Sales

• Utilization of Available Tools & Software

• Cross-Organizational Collaboration

• Rental Property Management

• Results & Goal Oriented

• Quality Control

• Market Analysis &

Forecasting

• Contract Development

• Human Resources

• Interpersonal

Communication

• Maintain frequent interaction with senior management to measure goal achievement and determine areas of improvement.

• Collaborated regularly with management team to address ongoing strategies and concerns. SENIOR VIP CLUB CONCIERGE GUEST SERVICES MANAGER - WALT DISNEY WORLD GRAND FLORIDIAN RESORT AND SPA – ORLANDO, FL (DECEMBER 2013 – DECEMBER 2019)

• Provide top-class services and liaison for V.I.P Club Members.

• Answer inquiries pertaining to hotel services, guest registration and travel directions, and made recommendations regarding shopping, dining and entertainment.

• Coordinate housekeeping & maintenance staff responsibilities when guests report problems.

• Planned, scheduled or supervised subordinates work. CLUB CONCIERGE GUEST SERVICES MANAGER - WALT DISNEY WORLD BOARDWALK RESORT – ORLANDO, FL (JANUARY 2011 - DECEMBER 2013)

• Responsible for interviewing and hiring applicants.

• Participate in financial management activities, such as setting of room rates, establishing budgets and allocation of funds to departments.

• Observe and monitor staff performance to promote efficient operations and adhere to facility's policies and procedures.

• Develop and implement policies and procedures for operation of department and establishment.

• Met with clients to schedule and plan details of conventions, banquets, receptions and other functions. FRONT DESK SERVICE ADVISOR - WALT DISNEY YACHT AND BEACH CLUB RESORTS – ORLANDO, FL (MARCH 2006 - JANUARY 2011)

• Built sustainable relationships and trust with customer accounts using open and interactive communication.

• Navigate multiple computer systems and applications and utilized search tools to find information.

• Confer with customers by telephone or in-person to provide product or service information.

• Make appropriate account corrections to resolve customer problems.

• Record details of inquiries or complaints to maintain up-to-date records of customer interactions and transactions

• Demonstrate ability to manage multiple tasks while remaining adaptable and flexible.

• Conduct staff meetings to relay general information or to address specific topics. EDUCATION AND CREDENTIALS

MASTER OF ARTS (M.A.), GENERAL PSYCHOLOGY

Northwestern University - Chicago, IL

BACHELOR OF ARTS (B.A.), FINE ARTS

School of the Museum of The Art Institute of Chicago - Chicago, IL

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