yyyyyy x. yyyyyy
325 s. biscayne blvd. #0000 xxxxxx xxxx , xxxx , xxxxx 00000
results-driven professional eager to continue to contribute to company s success by applying dynamic leadership, customer service and relationship management skills toward optimizing operational and revenue performance.
proficiency in personnel management, customer service, purchasing, planning, and inventory control.
highly versatile, productive and adaptable; able to quickly master new roles, responsibilities, software, and environments.
adept at training, motivating, developing, evaluating and managing top-performing employees.
conscientious and resourceful with superior time management and prioritization skills; able to balance multiple tasks and demands simultaneously.
excel in forging strong customer relationships; demonstrate respect, attentiveness and courtesy to maximize satisfaction and repeat business.
detail-driven and personable team player and stellar leader who consistently exhibits self-reliance and strives to achieve perfection in all endeavors.
fluent in portuguese and english.
florida international university, school of hospitality management, miami, fl, 2002
bachelor of science degree
- golden key honor society; eta sigma delta; dean s list 2001 and 2002
the intercontinental hotel miami, miami, fl, 2007 to present
assistant director of front office (2008 to present)
demonstrate exemplary organizational strengths in coordinating seamless daily operations related to front desk, uniformed services, concierge, instant service center, parcel logistics and club floor.
consistently steer compliance with company and brand standards to optimize and ensure business integrity and guest satisfaction.
proactively promote happy hour menu for club lounge and facilitate successful vip guest parties.
coach, mentor, motivate and develop colleagues for advancement opportunities.
guest services manager (2007 to 2008)
spearheaded guest services operations encompassing concierge desk, uniform services, parcel logistics, and instant service center.
researched, evaluated and implemented goconcierge and hotsos software applications to elevate customer service functions, and administered training to department staff.
expedited departmental efficiency and guest service quality by assembling and leading instant service center team and creating departmental policies and procedures.
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professional experience continued
achieved outstanding scores in mystery shopper evaluations, guest surveys, and employee opinion surveys.
diligently focused on employee satisfaction and career development by devising succession plans for management trainees, supervisors, assistant bell captain and assistant chief concierge.
selected and awarded as manager of the second quarter in 2007; set record for earning nomination within only 6 months in role, and subsequently chosen as manager of the year.
- recognized as top candidate among completion of career insight workshop for executive committee potential .
four seasons hotel miami, miami, fl, 2005 to 2007
assistant director of housekeeping (2003 to 2007)
prepared and delegated morning service and turndown assignments.
exercised superior multi-tasking expertise to forecast labor needs, devise staff schedules, facilitate regular employee meetings, and administer performance appraisals.
monitored and purchased inventory, maintaining strong vendor relations.
contributed to driving cost control and budget compliance via effective labor management.
partnered with human resources in interviewing, assessing, and selecting department candidates.
launched and coordinated housekeeping appreciation week to elevate morale and recognize excellent service by team.
assistant manager, front office (2003 to 2005)
prepared staff schedules in accordance with forecasted labor needs, completed performance reviews for front desk team, and swiftly resolved guest complaints to ensure satisfaction.
cooperated with credit manager to analyze and rectify accounting issues.
managed kids for all seasons program to appeal to and engage younger guests.
the intercontinental hotel miami, miami, fl, 2001 to 2003
assistant manager, front office (2003)
- merged communication, interpersonal and critical thinking expertise to problem-solve customer issues and complaints in conjunction with management team.
instant service center supervisor (2002 to 2003)
leveraged strong prioritization skills in devising schedules, preparing/submitting payroll records, and training new instant service agents.
supervised pbx operators and ensured consistent procedural compliance.
front desk agent (2001 to 2002)
- captured record for highest sales of six continents club memberships and chosen as employee of the year.
- delivered efficient and personable guest service through room registrations and billing procedures.
office assistant, department of motor vehicles, sacramento, ca, 2000
dining room manager, the oak caf at american river college, sacramento, ca, 1998 to 2000
opera, microsoft office (excel, powerpoint, word, outlook)
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