Highly qualified Hospitality and Customer Service Professional with strong management, decision making and supervision skills eager to contribute to the operations of a dynamic organization

 

 

Ø  Extensive understanding and experience in all aspects of hotel operations management; over 6 years of experience in the hospitality industry

Ø  Competent leader with expertise in organizing, supervising and training service staff; proven ability to inspire staff to achieve communicated goals

Ø  Effective problem-solver and negotiator; highly experienced in resolving customer / guest complaints and employee issues

Ø  Diversified sales and marketing experience; able to assess client needs and provide products / services to meet those needs

Ø  Fluent in English and Spanish

 

 

Front Desk Lead Agent, STAYBRIDGE SUITES, Plantation, FL                                         2005 C Present

  Successfully steer all property activities while working directly with the Operations Manager

  Promote service excellence while training new hires in all front desk procedures; provide hands-on leadership to ensure optimal performance and encourage continual improvements

  Increase employee satisfaction and reduce turnover by managing the Chase the Extraordinary project which recognizes and acknowledges stand-out employees as well as motivates staff on the Five Winning Ways service standards

 

Customer Service Representative, AMERICAN EXPRESS, Plantation, FL                             2003 C 2004

  Ensured customer loyalty by efficiently resolving escalated customer service calls; handled highly confidential accounts

  Drove sales by assessing customer needs and promoting new products; maintained an in-depth understanding of company policies, new credit card services and products

 

Waitress / Hostess, RENAISSANCE HOTEL, Plantation, FL                                                             2004

  Maintained customer satisfaction by providing exceptional service while greeting, seating and communicating menu options to high-volumes of customers

 

Waitress, FRIENDLY S RESTAURANT, Yonkers, NY                                                                       2003

  Provided friendly, efficient service while working cooperatively in a team environment

 

Assistant Manager / Customer Service Representative, DOMINO S PIZZA, Yonkers, NY      2001 C 2003

  Upheld a position in  the top 10% of the company for quality customer service by exceeding weekly, monthly and quarterly goals; resolved escalated customer service calls

  Successfully trained new hires on computer systems and in customer service and products

  Ensured an efficient work environment by assisting with creating employee schedules and implementing new cash management procedures

  Completed end-of-day closing procedures, including bank deposits

  Multi-tasked while cross-training in bakery and administration

           

 

Early Childhood Education Program, BOROUGH OF MANHATTAN COMMUNITY COLLEGE           2003