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Professional Summary
  • Dedicated Operation Manager offering more than 15 years in the hospitality industry. 
  • Organized Operation Manager with strong interpersonal and computer skills. Background in customer service and support and accustomed to managing difficult client situations.
  • Hotel Operations Manager focused on driving company growth and revenue in fast-paced and competitive climates. Flexible problem solver with a positive attitude.
  • Dynamic  Manager skilled in developing and training teams. Expert communicator passionate about fostering a positive and results-oriented team culture.
  • Exceptional customer care professional who addresses inquiries and resolves problems as they arise.
Languages
Bilingual (Spanish/English)
Skills
Word 
Publisher
Outlook

Excel

Power Point

Bilingual (Spanish/English)

 

Work History
Luggage Room Manager 08/2015 to Current
Bags Inc, Disney Art of Animation Resort Orlando, FL
  • Complete all pre-screening activities for prospective employees.
  • Seek out and recommend creative new ways of sourcing talent.
  • Schedule all interviews and then prepare and advise their candidates beforehand.
  • Supervision & Team Leadership.
  • Employees coaching and training.
  • Develop programs to retain employees.
  • Responsible for identifying possible candidates for local companies.
  • Oversee delivery of luggage and bell services for multiple properties. Meet deadlines and follow established procedures. Resolve operational and guest-related issues. Communicate effectively with guests, clients, and employees. Complete daily inventory and operational reports. Visit and conduct interviews at corporate headquarters. Process new hires paperwork given by human resources. Attend job fairs when needed.
Buffet Supervisor 06/2014 to 06/2015
Steelwork Buffet and Grill Bethlehem, PA
  • Assist with the overall activities of the operation
  • Staff management
  • Train new employees.
  • Solicited feedback through questionnaires to evaluate levels of guest satisfaction.
  • Updated team members about changes in hotel products, services, pricing and policies.
Food and Beverage Supervisor 01/2013 to 06/2014
Hampton Inn & Suites Bethlehem, PA
  • In charge of the daily opening and closing
  • Weekly and monthly inventory
  • Conduct interviews, hire process and train new employees.
  • Conducted product inventory.
Table Games Dealer 08/2011 to 01/2013
Rivers Casino Pittsburgh, PA
  • Customer service
  • Exchanged paper currency for playing chips
  • Paid winnings and collected losing bets as established by the rules.
  • Explained house rules, such as game rules and betting limits, to patrons.
  • Inspected, shuffled and delivered the cards to guests in play at the gaming table.
Table Games Dealer 12/2007 to 08/2011
Wheeling Island Casino Wheeling, WV
  • Assist the guest in playing according to rules, policies and procedure
  • Explain all aspects of the table game to the guest
  • Develop a great interaction with an A-list guest.
  • Dealt various casino games such as craps, blackjack and poker.
  • Resolved guest complaints quickly, effectively and tactfully.
Education
Associate: Business AdministrationManagement & Marketing ICPR Junior College - Mayagüez Cum Laude
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Professional Summary
Experienced Box Office Agent excelling in fast-paced environments.  3+ years of experience in customer service, reservations, merchandising, POS systems and cash handling.
Skills
    • Exceptional customer service
    • Thrives in fast-paced environment
    • Staff training
    • Problem-solving skills    
    • Social perceptiveness
    • Adaptability and responsiveness
  • Computer literate
  • Reservations and booking system experience.
  • Upselling
  • Communication and Interpersonal skills
  • Motivated team player
  • Organizational skills
Work History
Box Office Agent, 10/2016 to 01/2017
Marriott International Kissimmee, FL
  • Computed bills, collected payments and made change for guests.
  • Recommended dining and entertainment options for guests in Gaylord Palms
  • Sold tickets for ICE! at Gaylord Palms
  • Directed guests to the ICE! Attraction and to the parka station.
  • Answered department telephone calls using correct salutations and telephone etiquette.
  • Scanned tickets for ICE! Guests and Checked Chill Pass wristbands
Seasonal Sales Associate, 07/2016 to 09/2016
Converse Factory Store Orlando, FL
  • Stocked and replenished merchandise according to store merchandising layouts
  • Priced merchandise, stocked shelves and took inventory of supplies
  • Cleaned and organized the store, including the checkout desk and displays
  • Operated a cash register for cash, check and credit card transactions with accuracy
  • Alerted customers to upcoming sales events and promotions
Sales Associate, 02/2012 to 12/2013
Nike Kissimmee, FL
  • Identified potential shoplifters and alerted management
  • Handled all customer relations issues in a gracious manner and in accordance with company policies
  • Educated customers about the brand to incite excitement about the company's mission and values
  • Stocked and replenished merchandise according to store merchandising layouts.
  • Operated a cash register for cash, check and credit card transactions with accuracy.
  • Used time efficiently when not serving customers, including folding clothes and cleaning out fitting rooms.
Sales Associate, 10/2012 to 01/2013
Victoria's Secret Orlando, FL
  • Cleaned and organized the store, including the checkout desk and displays
  • Completed all point of sale opening and closing procedures, including counting the contents of the cash register
  • Resolved all customer complaints in a professional manner while prioritizing customer satisfaction.
Food & Beverage, 06/2012 to 09/2012
McDonald's and Walt Disney World Resorts Lake Buena Vista, FL
  • Assisted diners with obtaining food from buffet/serving table as needed
  • Baked, roasted, broiled, and steamed meats, fish, vegetables, and other foods
  • Prepared quality products while maintaining proper food safety practices, portion control and presentation within service goal times.
Education
Bachelor of Science: Health Sciences - Pre-Clinical Track, 2018
University of Central Florida - Orlando
  • Dean's List Fall 2016
  • Tau Sigma National Honor Society
Associate of Arts: General Studies, 2016
Valencia College - Kissimmee, FL
  • President's List Spring 2016
  • Member of Campus Crusade for Christ
Certifications
  • AED/BLS/CPR Certified until 11/06/2018 
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Professional Summary
Skills
  • Special events planning.
  • Commercial driver's license.
  • Basic First Aid Training (Level 1).
  • Catering Experience.
  • Wine Training.

Languages:

English: Fluent speech/writing.

Afrikaans: Fluent speech/writing.

Swedish: Fluent in speech

Work History
Volunteer, 01/2015
Shine Literacy Center, Zonnebloem, Cape Town Cape Town, 8001.

Volunteer work during my summer holiday teaching underprivileged children of (6-8) how to read and write; as part of the Shine Literacy Program. This involved:

  •  An intensive training seminar in the various methods, and materials used when teaching the one-on-one tutoring sessions. 

Reference: Sally Wells; Zonnebloem Center Manager; 020


Wine Steward and Bartender, 11/2015 to 02/2016
Kurt Ain: 036 Unit 3 Grasso Business Park BP Road Montague Gardens
A holiday job gaining experience in the Food and Beverage industry. I worked at various events throughout Cape Town, including both the Shoprite and Woolworths' end of year functions.


Practical Placement: Food & Beverage Department, 05/2016 to 07/2016
Ryan Edmund Ferreira: 023 One&Only Cape Town. Dock Rd, V & A Waterfront, Cape Town, 8001





Practical Placement: Kitchen Department, 10/2016 to 12/2016
Teboho Baholo: 080 Queen Victoria Hotel. Moorings 5 & Portswood Ridge, 5 Portswood Rd, V & A Waterfront, Cape Town

Practical Placememt: Rooms Devision , 02/2017 to 04/2017
Ronethia Daniels: 03 Taj Cape Town. 1 Wale St, Cape Town City Centre, Cape Town, 8001




Education
Full time Hospitality Management Diploma: Hospitality, Current
The International Hotel School - 2nd Floor, 106 Adderley St, Cape Town City Centre, Cape Town, 8000
Bachelor of Social Science: Psychology, Rhodes University - Drosty Rd, Grahamstown, 6139
National Senior Certificate: Rhenish Girls' High School - Koch Rd, Stellenbosch, 7600
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Professional Summary
Computer User Support Specialist with a gift for understanding the needs of both business and home users. I possess technical and troubleshooting repair expertise. Versed in desktop support on Windows, Linux and Mac systems. I am a Team player who is flexible, reliable and adaptable to dynamic environments. Looking to bring a passion for creative solutions to a vibrant technical support team.
Skills
  • Customer Service expert
  • Excellent problem-solving abilities
  • Windows and Linux
  • Network maintenance
  • System upgrades
  • System backups
  • Excellent communication skills
  • Excellent diagnostic skills
  • Website maintenance
  • Microsoft Office Suite
  • Proficient in iOS software upgrades
  • Analytical and critical thinker
  • Skilled multi-tasker
  • Knowledgeable in Mac systems
  • Skilled in HTML, HTTP and IP
  • Adobe and Adobe Flash proficiency
  • Java system proficient
  • Skilled in TCP/IP and WAN
Work History
Lead Assistant Manager, 09/2007 to Current
Rent-A-Center Birmingham , Alabama
  • Evaluated the effectiveness of training programs and recommended improvements to upper management.
  • Conducted orientation sessions and organized on-the-job training for new hires.
  • Communicated all learning and performance objectives, schedules and training assessments to upper management.
  • Developed departmental systems and procedures that better aligned the work flow process.
  • Managed company's Account Receivables department 
  • Coordinated and organized  effective delivery schedules to maintain a high level of Customer Satisfaction.
  • Tracked time spent on assignments each day for productivity reporting.
  • Estimated weights, heights and centers of balance to make precise placements.
  • Drafted budgets, monitored warehouse costs and reduced expenses when possible.
  • Assigned and recorded job Numbers for total amount of jobs per shift.
Food + Beverage Attendant/Bar Attendant, 03/2007 to 09/2007
Shoney's Family Restaurant Greenville , Alabama
  • Greeted customers and provided excellent customer service.
  • Maintained high standards of customer service during high-volume, fast-paced operations.
  • Built loyal clientele through friendly interactions and consistent appreciation.
  • Prepared all food orders within a 2-3 minute time frame.
  • Handled currency and credit transactions quickly and accurately.
  • Maintained clean and safe environment.
  • Diligently restocked work stations and display cases. Communicated openly and honestly with the management team during each shift to ensure it ran smoothly.
Nutritional Services, 03/2004 to 10/2006
Georgiana Hospital Georgiana, AL
  • Consistently provided friendly guest service and heartfelt hospitality.
  • Promptly and empathetically handled guest concerns and complaints.
  • Assembled food orders while maintaining appropriate portion control.
  • Verified that prepared food met all standards for quality and quantity..
  • Followed food safety procedures according to company policies and health and sanitation regulations.
  • Performed all position responsibilities accurately and in a timely manner..
  • Strictly followed all cash, security, inventory and labor policies and procedures.
Cashier/ Customer Service, 06/2003 to 03/2004
Winn-Dixie Greenville , Alabama

  • Greeted customers entering the store to ascertain what each customer wanted or needed..
  • Earned management trust by serving as key holder, responsibly opening and closing store.
  • Conducted weekly walk-throughs with the manager to discuss interior visual displays, including store window presentation.
  • Developed reputation as an efficient service provider with high levels of accuracy..
  • Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently.
  • Monitored cash drawers in multiple checkout stations to ensure adequate cash supply.
  • Helped drive sales goals and achieve monthly quotas.
  • Routinely answered customer questions regarding merchandise and pricing.
  • Operated a POS system to itemize and complete an average of Number customer purchases.
  • Designed displays to make the store experience interactive, engaging and reassuring.
  • Communicated all store initiatives and promotions to customers to generate return business.
  • Recommended alternative items if product was out of stock.
Education
Bachelors: Computer Information Systems , 2018
Post University - Birmingham, AL Online
Associates in CIS: Computer Information Systems , 2006
Reid State Technical College - Evergreen, AL