General Manager Guest Service

JUAN R. TORRES VELEZ

***** ******* ******** **., *** 1305, Orlando, FL 32837

Mobile: 321-***-**** E-mail: **********@*****.***

General Manager with over 10 years of experience and versed in all aspects of leasing, marketing, staffing, financial reviews and budgeting. Choice Hotels 2024 Gold Award winner. Adept in customer relations, sales, collections, and business/hotel management. Aiming to leverage my leadership skills, revenue management expertise, and commitment to service excellence to contribute to the success of a reputable hotel/business and enhance its position in the market.

GENERAL MANAGER WoodSpring Suites, Jacksonville, FL. June 2018 - Present

Possess a powerful reputation for surpass 100% occupancy in less than 6 month.

Plan, organize, and present new concepts and ideas that positively impact profitability, employee retention and overall business productivity.

Monitor and improve guest service standards, ensuring high levels of satisfaction.

Implement effective strategies for cost control and operational efficiency.

Develop and manage assigned budget, including revenue forecasts and expense control.

Analyze financial reports to identify trends and areas for improvement

Build and maintain relationships with key clients and local businesses also monitor market trends and competitor activities to identify opportunities for growth.

Collaborate with the sales and marketing team to develop effective promotional strategies to enhance guest loyalty and satisfaction.

Maintains high standards of cleanliness, maintenance, and overall guest experience.

Substantially skilled in mentoring employees for promotion, improving internal communications and executing corrective actions which benefits the employees, customers and business.

Possess strong communication and interpersonal skills, as well as the ability to handle difficult situations with tact and diplomacy.

GUEST SERVICE SAFETY REPRESENTATIVE WoodSpring Suites/Extended Stay America, Orlando FL Aug. 2014 – June 2018

Assisted guests with their inquiries and complaints in a professional and timely manner

Oversee day-to-day operations to ensure guest satisfaction by embracing the core values for WoodSpring Suites.

Attend guests for check-ins arriving outside of front desk hours, respond to emergency maintenance issues, guest noise complaints, and safety and security situations in a friendly and courteous manner.

Processed payments and handled cash transactions accurately and efficiently.

Walk the property and parking lot as security presence.

Support, manage, and direct guests in the event of emergency and/or hotel evacuation.

Performed guest service representative, housekeeping, houseman, and general manager duties as needed.

STORE MANAGER CubeSmart, Orlando, FL July 2016 – February 2018

Oversee the day-to-day operations of the store to ensure customer satisfaction.

Engaging customers in order to recommend appropriate unit sizes and services based on their needs, understand and explain the leasing process to customers, upsell merchandise including packing/moving supplies and renter’s insurance in order to protect their goods.

Conduct daily visual and space audits of entire facility as well as perform lock checks.

Operate Point of Sale (POS) system, take payments, prepare and make daily bank deposits, submit all property invoices for payments, process daily, weekly, monthly and annual reports.

Make collection calls on delinquent accounts.

Provide coverage to other facilities when necessary.

FRONT END SUPERVISOR Gap Inc., Orlando, FL September 2009 – May 2012

Maintained company policies and procedures through proper handling of all transactions and corresponding documentation (i.e. refunds, check approval, employee discounts, etc.).

Trained and supervised all sales associates and Secondary Front End Supervisors on all front-end policies and procedures.

Supervised Front End associates, ensured that work was performed consistently.

Directed responsibility for Front End associates.

Balanced the daily deposits and safe counts as required.

ASSISTANT MANAGER Stride Rite, Orlando, FL December 2004 – July 2007

Support Store Management in the overall operations of the store by maximizing the store’s sales potential, developing a cohesive team of highly motivated sales associates.

Drive store revenue and profitability by controlling expenses while implementing a level of superior customer service, product presentation and housekeeping standards.

Supervised and coached team members and set operational standards.

STORE MANAGER Music Zone, San Juan, P.R. March 1993 – September 1999

Oversee the day-to-day store operations for a fast-paced music store.

Successfully increased sales to 96% during the first year by implementing a new customer service approach, adding new products, and bringing innovative ideas to promote the store.

Successfully retrained staff members on daily duties and customer retention techniques which improved overall store performance.

EDUCATION Associates Degree in Telecommunications

1992 Universidad Central de Bayamón, San Juan, P.R.

Core Competencies:

- Applicant Screening

- Employee Orientation

- Recruitment/Retention

- Sales & Marketing

- Financial Analysis Skills

- Customer Service

- Time Management

- Project Management

- Performance Evaluation

- Productivity Improvement

- Staff Coaching & Training

- Profit & Loss

- Interpersonal Skills

- Problem Solving

- Maintenance and Operations

- FL Employment Laws

- Information Protection

- Guest accommodations

- EEO Compliance

- Cost Analysis

- Research Skills

- Hospitality

- Management

- Strategic Management/Planning

- Analytical Skills

- Facility Management

- Revenue Management

- Accounts Receivable/Payable

- Implementing Skills

- Budget Development/Analysis

- Leadership Skills

- Make Ready Skills

- Trilingual (English, Spanish and Portuguese)

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