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Yyyyyy x. yyyyyy

- 360 Xxxxxx Beach Blvd.Apt 315Ÿ Xxxxxx, XXXXXX xxxxxx ( (xxx-xxx-xxxx *


Customer Service Xxxxxxnagement (Full Service Hotels/resorts)


Qualifications Profile


    Highly self-motivated and results-driven xxxxxxnagement professional with more than years providing high-perforxxxxxxnce customer service and technical support mostly in the healthcare industry.

    Detail-oriented without losing sight of the big picture, analytical and methodical with critical thinking to strategize solutions in addressing work issues even under stressful work conditions.

    Well-organized with multitasking and prioritization skills that optimize resources to achieve outstanding results.

    Decisive leadership, strong people xxxxxxnagement, and exceptional interpersonal communication skills that inspire confidence while forging teamwork synergies with colleagues and subordinates across diverse ethnicities.


Key Expertise


    Xxxxxxrketing & Sales (Trad. & Online)

    Hospitality Business Development

    Sales Revenue Xxxxxxnagement

    Customer Service Xxxxxxnagement

    Relationship Xxxxxxnagement (Customers, Public, & Contractors)

    Banquet/Event Xxxxxxnagement

Business Administration

    Strategic Planning & Execution

    Inventory Xxxxxxnagement

    Personnel Administration

    Fiscal & Budget Xxxxxxnagement

    Property/Facilities Xxxxxxnagement

    Contract/ Xxxxxxnagement

    Total Quality Xxxxxxnagement

    Process/Workflow Improvement

    Profitability Xxxxxxnagement

    Productivity Improvement

    Inter-Office Coordination

    Negotiations & Diploxxxxxxcy

    Policies & Regulatory Compliance

    Staff Supervision & Training

    Office & Staff Administration

    Records & Document Xxxxxxnagement

    MS Office (Word, Excel, PowerPoint, Access, & Outlook)

    Exxxxxxil/Webxxxxxxil, Web Research, Social Networking, & Online Collaborative Computing


Professional Experience


40 Berkeley

General Xxxxxxnager Dec 2014 Present

    Oversee xxxxxxnagement of Concierge and Guest Services, Food and Beverage, Housekeeping,, Xxxxxxintenance Revenue Xxxxxxnagement, Purchasing, Accounts payable, Talent acquisition, Huxxxxxxn Resource, leasing and rent collections

    Provide xxxxxxrketing & sales support for the business, ensuring high service quality and timely resolution of guest issues for repeat patronage and customer relationship xxxxxxnagement

    Develop and execute financial plans and budgets ensuring cost containment and efficient resource utilization.

    Recruit, develop and motivate front and back office personnel, while implementing task schedules and assignments that xxxxxxximize staff potentials.

    Ensure consistent compliance with licensing laws, health and safety, and other statutory regulations

Assistant General Xxxxxxnager Xxxxxxr 2012 Dec 2014

    Oversaw the xxxxxxnagement of routing daily operations focusing on delivering exemplary Guest Services, Food and Beverage offerings, and outstanding room condition.

    Provided accounting support, ensuring proper end of period account reconciliation and balancing, rent collections leasing, inventory purchases, and accounts payable settlement.

    Provided HR xxxxxxnagement support in benefits administrations, recruitment, applicant screening, and staff development, and talent retention.

    Xxxxxxnaged vendor relationships and negotiated service contracts for best price-perforxxxxxxnce advantage.

    Assisted the GM on projects and worked on the sale/rentals of 53 perxxxxxxnent affordable and xxxxxxrket rated properties.


Descent Lounge

General Xxxxxxnager Sep 2011 Xxxxxxr 2012

    Served as Department head in xxxxxxnaging the launch and operations of a new Lounge / Nightclub

    Oversaw perforxxxxxxnce of 1 xxxxxxnager and 14 associates in delivering service quality and meeting goals.

    Provided strategic direction and leadership in operations xxxxxxnagement, HR support, point-of-sales operations, inventory xxxxxxnagement, and xxxxxxrket research through hands on xxxxxxnagement style.

    Executed cost containment and efficiency boosting programs for front and back office operations

    Oversaw bookings for parties and special events for private and corporate clients.





Yyyyyy x. yyyyyy

- 360 Xxxxxx Beach Blvd.Apt 315Ÿ Xxxxxx, XXXXXX xxxxxx ( (xxx-xxx-xxxx *


Professional Experience (continued)


Banquet Xxxxxxnager Sep 2009 Sep 2011

    Xxxxxxnaged bookings and staging of special events covering more than 5,000 square feet of meeting space and generating $2M+ in annual sales revenues.

    Served as Department head xxxxxxnaging the launch and operations of a new hotel providing Banquets and Mini-Bar services. Xxxxxxnaged Mini-Bar operation for 235 guest rooms with $325,000 in sales and 5% in allowances in 2010

    Supervised a staff of 1 xxxxxxnager, 1 supervisor and 15 associates, ensuring optimum perforxxxxxxnce and consistent compliance with service standards and guidelines for efficient departmental operations.

    Provided administrative support for purchasing, billing, hiring, discipline, training, and budgets.


The Westin Copley Place, Boston

Assistant Director of Banquets Jul 2008 Aug 2009

    Provided xxxxxxnagement support in hotel operations with 54,000 square feet of meeting space and generating $18M+ in annual sales revenues.

    Supervised a staff of 2 xxxxxxnagers, 3 banquet captains, 5 supervisors and 125 associates in service xxxxxxnagement, xxxxxxrketing and sales, event staging and logistics, QA, and staff development.

    Provided HR xxxxxxnagement support in developing the right staffing levels, recruitment, payroll administration, and perforxxxxxxnce xxxxxxnagement.


Renaissance Chicago Downtown Hotel

Senior Banquet Xxxxxxnager Oct 2006 Xxxxxxy 2008

    Xxxxxxnaged banquet sales and operations on over a 35,000 square feet of meeting space, generating $10M+ in annual sales and promoting business growth through sustained customer satisfaction, staff development and motivation.

    Xxxxxxnaged a staff of 5 supervisors and 50 associates in delivering service according to service standards, perforxxxxxxnce metrics, and company policies. Performed monthly QA inspection of function space and equipment

    Oversaw successful staging of events through proper logistics support.

    Provided HR xxxxxxnagement support in recruitment, talent retention, and job specific training for front and back office functions to ensure peak perforxxxxxxnce of associates.


Washington Xxxxxxrriott at Metro Center

Senior Banquet Xxxxxxnager Nov 2004 Oct 2006

    Xxxxxxnaged banquet sales and operations on over 12,000 square feet of meeting space, generating $4M+ in sales.

    Supervised a staff of 2 xxxxxxnagers, 3 supervisors and 30 associates in Banquet sales, Catering Service and Audio Visual support. Served as T.I.P.S. trainer for all beverage associates, scoring

    Oversaw financial perforxxxxxxnce of the Event Operations Departments Created and xxxxxxnaged budgets for the Banquet and Audio Visual departments

    Scored 100 on quality assurance audit two years in a row, and raised event satisfaction by 18 percentage points in the 2005 calendar year. Increased associate satisfaction by 30+ percentage points from previous leadership team


Boston Xxxxxxrriott Long Wharf

Banquet Xxxxxxnager Jan 1999 Nov 2004


Awards & Recognition


    Received W Hotel of the Year for exemplary customer service and profitability (2011)

    Finished 2nd in W Brand in with a 4.47 out of 5 guest service satisfaction score (2010)

    Leader of the Quarter for 2nd quarter of 2011

    Received associate satisfaction scores of 93% supervisor effectiveness & 88% job satisfaction at Descent Lounge

    Received Starwood Hotel of the Year (2008)

    2007 Hotel of the Year for Renaissance Hotels

    Central Region Event Team of the Quarter for the fourth quarter of 2007


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