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Operations Supervisor/Audit/MOD Resume Example

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OPERATIONS SUPERVISOR/AUDIT/MOD
Professional Summary

Serviced-focused Operations Supervisor dedicated to giving every customer positive experiences to promote loyalty and repeat business. Operational leader with sound judgment, good planning abilities and interpersonal communication strengths. Experienced Operation Supervisor with over 15 years of experience in the hotel industry. Excellent reputation for resolving problems, improving customer satisfaction, and driving overall operational improvements. Consistently saved costs while increasing profits.

Skills
  • Problem Resolution
  • Organizational Skills
  • Property Management
  • Supervision
  • Team management
  • Business Operations
  • Customer Relations
  • Operations Support
Work History
Operations Supervisor/Audit/MOD10/2008 to 05/2020
San Antonio Marriott Rivercenter/Riverwalk Hotels – San Antonio, TX
  • Directly supervised front office operations, including night audit procedures and operations.
  • Motivated and trained employees to maximize team productivity. Addressed concerns or issues, fostered positive relations among team members.
  • Ensured preparation of revenue report, yield management, forecasting, room inventory, market segment, preliminary reconciliation and contingency reports for sales department, food and beverage outlets, banquets, housekeeping and front office for daily distribution.
  • Reviewed room revenue and market segment reports to ensure room rates and market segment codes were correctly entered to obtain maximum revenue per room occupied.
  • Controlled all guest rooms allocations ensuring all reservations were accurately recorded and monitored to secure highest occupancy and revenue.
  • Inspected arrivals, departures reports daily, updating records as necessary.
  • Performed scheduled system checks and daily reporting functions.
  • Addressed guests complaints and issues regarding service provided.
  • Created and implemented strategies for improving operational efficiency and accuracy.
  • Encouraged and promoted ideas aligned to business needs and benefits.
  • Served as floating manager-on-duty for both hotels.
Assistant Front Office Manager05/2006 to 10/2008
Marriott Plaza San Antonio – San Antonio, TX
  • Performed all managerial aspects, procedure and operations of front office department.
  • Responsible for daily quality and accuracy of work performed by all associates.
  • Worked closely with other departments to support sales functions.
  • Reviewed housekeeping reports, rectified all discrepancies.
  • Generated daily billing reports for Expedia, Priceline, Travelocity, Travelweb and Orbitz and reviewed proper postings.
  • Conducted performance evaluations for support staff.
  • Participated in interview and selection of new applicants.
  • Protected staff and guests and minimized legal issues by quickly resolving safety issues.
  • Reviewed all arrivals for next business day that included any VIP, special packages and promotional reservations.
  • Worked closely with concierge and housekeeping personnel to ensure proper procedures in handling special requests reservations.
  • Handled guest problems promoting goodwill and satisfaction of excellent service.
  • Served as floating manager-on-duty, MOD, to cover shift rotation.
  • Encouraged and mentored employees to boost performance and remove process inefficiencies.
Night Manager10/2001 to 04/2006
Hyatt Regency Hotel Coral Gables – Coral Gables, FL
  • Managed and supervised operations and procedures as night manager to ensure service levels and continue business in absence of general manager.
  • Directly supervised front office and night audit procedures and operations.
  • Responsible for hiring, coaching, discipline, write performance evaluations and scheduled working hours for all department personnel.
  • Directed training and retraining of employees to boost performance and enhance business results.
  • Prepared daily reports for credit cards transmittal, forecasting, yield management, room inventory, housekeeping reports, preliminary reconciliation and contingency reports. Responsible for closing food and beverage and banquets end of day reports.
  • Executed regular process updates to reduce discrepancies and enhance reporting functions.
  • Coordinated room block for all group reservations by Caribbean Cruise Lines, Kloster Cruise Lines and Norwegian Cruise Lines (NCL).
  • Addressed customers complaints and issues regarding service provided.
  • Supervised scheduled system checks and daily reporting functions.
  • Enforced regulatory and company policy compliance to improve workplace and employee safety and readiness.
Education
No Degree: Business ManagementPam American University- Edinburg, TX
BBA: Marketing1991Texas A & I University - Kingsville, TX
Associate of Science: Business Administration1988Bee County College- Beeville, TX
Additional Information

Completed assigned classes and seminars on a regular basis for professional improvement.

Bilingual.

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Resume Overview

Companies Worked For:

  • San Antonio Marriott Rivercenter/Riverwalk Hotels
  • Marriott Plaza San Antonio
  • Hyatt Regency Hotel Coral Gables

School Attended

  • Pam American University
  • Texas A & I University
  • Bee County College

Job Titles Held:

  • Operations Supervisor/Audit/MOD
  • Assistant Front Office Manager
  • Night Manager

Degrees

  • No Degree : Business Management
    BBA : Marketing 1991
    Associate of Science : Business Administration 1988

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