RAUL PAUL AMAYA JR.

*** ******** ***** *****: 915-***-****

El Paso, Texas 79915-2311 adxice@r.postjobfree.com

PROFESSIONAL HOSPITALITY, OPERATIONS BUSINESS MANAGER

Extremely competent, detail-oriented professional with 20+ years of solid experience in Hotel/Motel Operations & Call Center Management with exceptional ability to manage a diversity of hospitality, administrative and customer service functions in fast-paced, customer-driven environments. A catalyst for change, combining tactical execution of strategic initiatives with strong leadership and development of key alliances to capture and enhance overall business operations, and bottom-line financial results.

Exceptional interpersonal relationship and communication skills. Expertise in assisting customers from diverse backgrounds on all socioeconomic levels. Experienced exercising independent judgment, multitasking and working without supervision to achieve organizational goals by meeting budgets. Keen focus on excellence in job performance and teamwork to obtain optimal results.

Core Competencies:

• Hotel & Call Center Mgmt. • Revenue Growth & Profit Improvement

• Marketing & Business Development • Dev. Maintained Superior Client Relationships

• Resolving Escalated Client Concerns • PMS; On Q, Fosse, Opera, & Info/Tech Sys.

• Partnerships & Alliances w/Corp & Investors • Multi-Site Operations Management

• Policies, Training, Performance, Staff Dev. • Negotiations, Persuasion & Communications

• Property Renovations & Maintenance • Building Corporate Image & Public Relations

Bilingual: Fluent in English and Spanish; Read & Write

Proficient in Microsoft Office applications and Industry Specific Software

PROFESSIONAL EXPERIENCE

El Paso, Texas

DialAmerica Call Center

Inbound Customer Service Representative II 12/2021- 06/2022

Communicated daily with providers in high volume call center regarding claims, authorization & coding issues by assuring issue resolution and exceeding departmental requirements.

Assimilated 15 new hires at a time to the department after initial product training, providing mentorship, merging their knowledge and skill set with departmental processes and systems, monitored call time and quality with a 96% accuracy rate.

De-escalate customers grievances, offering options solutions and ongoing support.

Selected for a new Call Center Project; while servicing Assurant Customers for new device insurance, able to monitor and analyze data to achieve a 96% overall customer satisfaction rating for a drastically improved, (30% increase) in client experience.

Provided customer service support, troubleshooting, to existing and new customers, directing and educating them on client websites as an additional resource, to include additional resources.

Performed day to day customer service operations, warranties, claims, refunds/receipts, managing transactions, including payment methods.

Achieved recognition for overall performance, requested to assist additional projects within the center to measure the quality of service, and identify areas of improvement. Consistently maintained a respectable AHT, Talk & Hold Time and meeting One Call Resolution.

El Paso, Texas 6/2021 – 12/2021

General Manager

ABH Hospitality/DBA Holiday Inn Express Suites

Develop and maintains marketing plan and sales budget with the Regional Operations & Sales Director, growth, successful execution of LNR Accounts.

Provide sales training to Front Office Manager & Hotel Staff as applicable, identifying sales opportunities and setting realistic goals to meet brand standards and budgets.

Analyze Revenue Management strategy using such tools as IHG Revenue Manager, STR Reports, IHG Reporting, Demand Analysis and PMS Opera Reporting System

Schedules Sales Appointments with current and new customers, operations analysis & department head supervision.

Department Head Development; select, train candidate(s) and or internal employees. Delegate accountabilities, hotel policies, brand standards.

Set objectives & goals for team and clearly communicate Investors, Corporate & GM expectations; provide recognition and reinforcement.

Built a quality sales team, with motivation, high performance, and productivity.

Ensure all team members received proper training and orientation for their assigned position, including company policies and procedures, safety, equipment, vendors, sales, special skills, education.

Forecast, Planning, Reports, daily meetings to relay sales, forecasting, quality control, safety, guest relations, prepared reporting on a timely basis to both corporate and investors.

Expenses Control to meet budgets, approved hotel expenses.

Identified areas in need of improvement, providing solutions, daily safety, and sanitation inspections.

SWOT Analysis on a weekly basis, providing feedback and documentation to corporate, department heads.

El Paso, Texas 1/2020- 06/2021

Director of Sales & Marketing

Lodging Host LLC/DBA Holiday Inn Airport

Develop and maintains marketing plan and sales budget with the General Manager & Regional Sales Director, growth, successful execution of LNR, Key Accounts

Cultivated business relationships with city officials, all commerce departments, local fraternities and local business decision makers

Provide sales training to Front Office Manager & Hotel Staff as applicable, identifying sales opportunities and setting realistic goals to meet & exceed customer service, meet brand standards and budget

Analyze Revenue Management strategy using such tools as IHG Revenue Manager, Star Reports, IHG Reporting, Demand Analysis and PMS Opera Reporting System

Schedules Sales Appointments with current and new customers, SMERF.

Organizes, maintains, and tracks sales data

Performs functions of General Manager in General Manager’s absence

Set objectives & goals for team and clearly communicate Investors, Corporate & GM expectations; provide recognition and reinforcement.

Develop a competent quality sales team by training, motivation, high performance, and productivity.

Assist General Manager to ensure all team members received proper training and orientation for their assigned position, including company policies and procedures, safety, equipment, vendors, sales, special skills, education.

Accountability, assuring work is performed in a timely manner, to complete satisfaction of each guest

Identified areas in need of improvement, providing solutions.

Provide supervisory feedback and documentation when required.

El Paso, Texas 2018-2019

Proprietor/Managing Partner

OSI Outback Steakhouse

Managed all employees to maintain high employment quality standards consistent with the Outback Brand (includes hiring, development, counseling, promotion and discipline and termination as appropriate)

Maintained all employee files and ensured that all required documentation was complete and accurate

Ensured my restaurant was optimally staffed and all employees were fully trained in all aspects of their accountabilities

Responded to complaints, with the goal of turning dissatisfied guests into return guests (within 24hrs)

Developed initiatives to increase traffic, sales, profitability, and guest counts year over year

Ensured that all menu items were made according to recipe and that presentation is up to Outback standards

Adhering to company standards and service levels to increases sales and minimize costs

Estimated food needs and placing orders within established guidelines

Managing P&L for your individual restaurant.

Enforcing safety and sanitary practices, maintenance and regulatory compliance for the entire restaurant and premises

Ensured that all operational basics and standards were adhered to with total commitment and passion

Overseeing all restaurant administrative requirements including cash handling, completion of guest liability, property, casualty, workers compensation reports, and governmental compliance

Ensured that Outback's Principles and Beliefs were continuously taught and practiced

Provided active community involvement with a strong presence at events, clubs, and organizations by my restaurant and my employees

Demonstrating high ethical standards daily, adhering to standards laid out within the Company's Code of Ethics policy

Houston, Texas

General Manager

Staybridge Suites 2016 - 2018

Strategic business leader responsible for completing required IHG Brand and PMI Standards and overall responsibility of the property operations, training and staying current on all updates/changes to standards, policies, and processes.

Increased GOP by 6% of Staybridge Westchase Houston in 2016 as well as observed a 11% increase in 2017.

Launched brand new 5 Star concept, recognized as benchmark hotel in 2017 through exceptional strategic planning and project management.

Delegated authority and assigns responsibility to all team members; supervises work activities of all team members.

Accountable all staff receives proper safety and standard operating training for each position.

Allocate funds, authorizes expenditures, and assists VP Regional Operations in budget planning.

Monitors cost controls on a regular basis.

Performed duties of a Director of Sales including making marketing calls, attending community business functions, working with travel agents and direct bill accounts, and coordinating sales promotions.

Inspected guests' rooms, public access areas, and outside grounds for cleanliness and appearance.

Maintained guest satisfaction by answering patrons' complaints and resolving problems to guest specifications.

Audit daily reports and processes weekly paperwork

Directly supervised staff of 25, carry out invoice, accounting, P&L, Budgeting in accordance with PMI Management LLC & IHG Standards & Metrics

Ft. Stockton, San Antonio, Brady, TX

Area General Manager 2009 – 2016

IHG Properties

Responsible with implementing high standards of performance for self and staff, assuming accountability of assignments, task, company goals, vision and mission while holding IHG’s values and business strategy at the forefront of decision-making and actions.

Instilled vision, attaining and surpassing company goals and sales expectations while maintaining quality, safety, and customer-service integrity through total quality management practices. Recruited, hired, and trained staff of over 25 to peak performance levels.

Maintained and exceed company’s loyalty enrollment program; Priority Club Rewards & Member Recognition Standards accompanied with all Brand Standards, exceeding the minimum.

Facilitated the quality process to ensure guest satisfaction by consistent delivery of both product quality and service to achieve the hotel’s financial objectives.

Monitored and introduced new trends in the competitive marketplace and analyze the effectiveness of short- and long-term marketing programs in relation to the total property.

Directly involved in building strong guest relations through attention to detail in defining needs and providing service solutions. Involved with increasing Hotels Guest Scores/GSS, Medallia Scores from an average of 72% to a consistent 92% for 24 months. Directed and oversee all related staffing, training, guest services, pricing, financial analysis, quality, supply inventory, guest services, and property management operations.

Conduct quality assurance inspections of guest rooms, common areas, and grounds and ensure all facilities meet/exceeded company standards for cleanliness and safety.

Hired and developed both hourly and management teams to optimize operations and rebuild strategy to ignite growth across all core-operating units. Corporate Sales, analyzing and achieving strategic objectives & business growth goals.

Demonstrated excellent leadership and communication skills with associates, guests, and owners.

Directed sales associates, builds sales budgets and marketing/business plans, while ensuring the hotel is protected and inventory controls are in place.

Ensured all operations are in alignment with the vision of the General Manager, Corporate, Company and Brand/Flag standards.

Delivered quality service, achieves financial goals and implements short and long-term strategies.

El Paso, Texas

Director of Sales and Marketing 2003 – 2006

Butterfield Trail Golf Club

Worked with the corporate marketing department and/or outside agencies to create appropriate and consistent advertising and sales material/messages consistent with the overall branding strategy to increase awareness

Developed and implemented sales, marketing, public relations plans, and business strategies which served to increase visibility, promoted a positive company image, and maximized revenues according to overall fiscal and operational budgeted goals

Led the group sales effort at the facility targeting corporate, charity, and traveling golf groups; developed and organized group outings, special events and tournaments and managed communication between departments to help ensure coordination of activities

Reviewed and analyzed internal and external market information, which reflected customer purchase, usage, and satisfaction with company products and services

Monitored and tracked results of marketing and sales efforts, analyzed budget variances, and recommended revised action plans to achieve budgeted goals

Advanced Bilingual Call Center Manager 1992-1999

Dish Network

El Paso, Texas

Establishing an ABA Advanced Bilingual Agent Pod, grew from a Technical ABA Coach of 1 and 12 agents to over 25 ABA Supervisors and 300 agents.

Complied with all Call Center Goals, Targets, Technical Support, Sales, new product, and meeting deadlines for software rollout with Satellite Receivers to meet client expectations

Accountable for seamless transitions of all technical support to the Call Center, reporting anomalies and results back to Engineering in the Service Center

Closely worked with the Sales and Training Department regarding promotions and new product rollout, software upgrade on receivers

Developed strong working relationships with all Call Center Management, Supervisors, Agents and proactively addressing the Call Center’s needs.

Managed, Coached, Developed future Managers, Supervisors, Trainers and Pod Mentors, employee retention, turnover, and recruitment for the ABA Department.

Created incentives for both Coaches and Agents to meet all Call Center Parameters, Goals and Budget

Accountable for seamless transitions of all in room trainings and floor trainings, adhering to call volume/availability

EDUCATION

University of Texas El Paso

DeVry Institute of Technology Dallas Texas

REFERENCES

Available upon request

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