Director of Concierge Services Resume Example
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DIRECTOR OF CONCIERGE SERVICES
Summary
Dedicated and effective communicator with extensive experience in customer service and operations settings that consistently strives for a visionary, inspirational, and mentoring management style. Utilizing vision to drive strategy and encourage staff to use their strengths and emerge as leaders themselves. Ability to evolve, adapt and embrace change as a catalyst for growth. Innovator leader who can think strategically and create cultures that embraces change.
Skills
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Experience
Director of Concierge Services10/2008 － 05/2020Rod Martin's Complete Basement SystemsDes Moines , IA
- Over 20 years of retail management experience. Responsible for overall performance of a staff of 30+ employees. Answerable for over a $1,000.000 million dollar annual department budget. Oversaw Aventura Mall gift card program which reached up to 1.3 million dollar in sales annually.
- Recruited, trained and developed dynamic management and administrative team while supporting company high expectations and productivity objectives.
- Empowered staff members to contribute to continuous improvement, quality and growth of the department. Improved and upgraded technology which reduced downtime and increased productivity by digitized and centralized over 80% of management documents.
- Streamlined business processes to increase organization and efficiency by simplifying department tasks. Reduced and eliminated unnecessary steps cutting down department waste and converting 90% of all daily department paperwork into e-forms. We accomplished it all by using the most modern process techniques available.
- Achieved over 90% in company annual employee engagement survey introduced in 2016 and every year thereafter up to2019. Monitored monthly budget, and consistently met department margin yearly targets.
- Developed and implemented department operating procedures handbook and detailed job descriptions and updated as needed. Created and implemented a department new hire orientation training encouraging new hire's confidence and assisting them to adapt faster to their new position while retaining talent.
- Facilitated monthly, quarterly and yearly leadership workshops, meetings, trainings, promotions, rewards and recognition and customer service celebrations while sharing best practices that optimized service.
- Developed and nurtured strong relationships with all mall tenants store management by consistently meeting, networking and maintaining open communication.
- Accountable for safety operations and maintaining a clean work environment in adherence to FDA and OSHA requirements. Reduced company liability by providing proper staff safety and security trainings on a yearly basis.
- Strengthened company branding initiatives and maximized outreach by working closely with operations, marketing, tourism, and business development initiatives.
Property Manager @ Tower Shops07/2007 － 10/2008Rod Martin's Complete Basement SystemsPittsburgh , PA
- Maintained in-depth knowledge of competition through consistent evaluation of market conditions and trends.
- Managed one commercial property totaling over 415,000 thousand square feet.
- Solicited and analyzed bids for repairs, renovation and general maintenance.
- Reviewed all leases to guarantee proper level of service for tenants.
- Maintained tenant relations with regular tenant visits and phone calls.
- Monitored common areas for cleanliness and safety.
- Reviewed and interpreted vendor contracts to effectively enforce all requirements.
- Compiled and conveyed all operational and financial data to regional manager.
General Manager 07/2005 － 07/2007Turnberry AssociatesCity , STATE
- Oversaw daily operations, maintenance and administration of the property.
- Took prospective clients on tours of the property, answered questions and addressed concerns.
- Received, checked, negotiated and processed all applications for new leases.
- Trained staff on compliance, policies and procedures to maximize success.
- Promoted the property to businesses in the local area through marketing collateral, phone calls and email messages.
- Monitored status of all active leases to prepare for renewals or vacancies, enforced occupancy terms, and document updates, payments and property maintenance services.
General Manager08/2000 － 06/2005Guess & Co.City , STATE
- Delivered exceptional client experiences with hands-on leadership of front line associates and co- managers.
- Managed scheduling for over 50 employees to optimize productivity.
- Motivated and led team members to work together to achieve targets.
- Collaborated with communications team to create marketing communication plan to advance business branding and sales.
- Implemented merchandising plans to drive profitability, collaborating with visual merchandising team to develop strategies.
- Recruited, hired and trained high performing sales and support team while maximizing profitability by setting performance benchmarks for customer service, cost control, revenue, inventory and profits.
Education and Training
Associate of Arts:Valencia College - Business ManagementCity, State
- Completed continuing education in International Council of Shopping Centers (ICSC) Management I & II and Leasing I & II @ Michigan State University
Additional Information
Memberships
The Southern Florida Concierge Association
National Retail Federation
International Council of Shopping Centers
Languages
Profient in Spanish
Beginner Portuguese
Volunteer
Best Buddies Global Headquarters/Miami Florida
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Resume Overview
School Attended
- Valencia College
Job Titles Held:
- Director of Concierge Services
- Property Manager @ Tower Shops
- General Manager
Degrees
- Associate of Arts : Valencia College - Business Management
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