Miguel R.

Experience

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  Howard Johnson Hotel Cerro Calafate

  Sept 2010 - Mar 2011

  Trainee Rooms Division and Front Office

  • Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.• Kept accounts in balance and ran daily reports to verify totals.• Explained details regarding property, including restaurants, pool area, spa and fitness center to acclimate patrons to resort environment.• Protected guest valuables with main safe or in individual boxes to maximize security.• Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.• Reported facility and room maintenance problems to appropriate personnel for immediate remediation.• Maintained transaction security by verifying payment cards against identification.• Used quick response and dynamic service skills to build relationships with patrons, improving customer retention rate.• Welcomed each new arrival pleasantly and confirmed reservations and identification.• Promoted local entertainment and sporting events and offered details to assist patrons.• Maintained financial accuracy by collecting deposits, fees and payments. Show less

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  NH Hotel Group

  Feb 2012 - Dec 2012

  Trainee Food & Beverages

  • Kept supplies in sufficient stock by assessing inventory levels and reporting lower stock items.• Supervised restocking of salad bar and buffet for lunch and dinner service.• Cleaned and sanitized dishes and utensils, consistently keeping adequate supplies on hand for expected customer loads.• Prevented food spoilage by monitoring dates, rotating stock and following proper storage procedures.• Replenished condiments, beverages and supplies while maintaining cleanliness of service areas.• Promoted new or high-value food items by creating attractive displays in cases and other customer-facing areas.• Greeted customers at deli counter to fulfill requests and answer questions.• Sanitized dining ware and kitchen equipment according to health code standards.• Strictly followed sanitation and food safety guidelines as required by regulatory agencies and company. Show less

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  Park Hyatt

  Jan 2014 - Sept 2014

  Food & Beverage

  • Enhanced operational efficiency by using slow periods to restock employee and customer supplies, including ice, condiments, utensils, napkins, trays and delivery bags.• Created orders, documented special requests and followed up with kitchen personnel to foster top-quality service and minimize complaints.• Worked with POS system to place orders, manage bills and handle complimentary items for dissatisfied customers.• Collected credit card, cash and gift certificate payments and dispensed change for cash transactions.• Upsold high-profit items such as appetizers and mixed drinks to enhance sales numbers.• Kept updated knowledge of menu and promotions, recommending specific items according to preferences and food allergies.• Kept register accurate through correct billing, payment processing and cash management practices.• Collaborated with kitchen team to support order preparation, manage efficient deliveries and minimize customer service issues by verifying meals.• Arranged tables for customers, following established preparation procedures to provide guests with excellent experiences and foster repeat business.• Prepared beverages and filled food orders for customers.• Checked identification to enforce age regulations for alcoholic beverages.• Greeted and maintained relationships with regular customers.• Helped customers place orders, explained menu items and suggested appropriate options for food allergy concerns. Show less

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  Marriott International

  Apr 2016 - Oct 2018

  • Provide direction, training, mentoring and monitoring of subordinate staff; plan and organize the development of the department, aligning new learning development and solutions to organization's strategic goals, mission and vision.• Specialist in working in teams of ten members or less, who divide their work into objectives, using the Sprint method, where through a repeatable fixed time frame, a product or service is completed.• Trained and mentored over 300 new personnel hired to fulfill various roles and senior staff to improve performance.• Demonstrated proper operation and servicing of company systems.• Participation in the development and implementation of training modules.• Conducted orientation sessions to evaluate skill levels and areas of strength and weakness, considering the proper operation and service according to the requirements of the organization.• Coached team members on professional development to achieve optimal performance.• Provided constant training to staff on newly developed training programs, including online modules, interactive software used in classrooms and computer systems.• Coordinated administrative functions necessary to deliver and document training programs.• Assessed additional needs based on training progress and collaborated with management to meet all requirements.• Documented participation and evaluated grasp of material for each participant.• Organized and implemented coursework, oversaw scheduling and monitored attendance.• Utilized cross-training techniques to boost productivity and develop each team member's individual skills set.• Tracked students and instructors leaves, attendance, scores and overall performance in databases. Show less • Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.• Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations and leading conversations to bookings.• Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services and facilities.• Arranged for group hotel bookings in collaboration with sales department for weddings and special events.• Provided follow through on all calls with confirmations and dissemination of requested information.• Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.• Suggested various packages and amenities to guests, helping each find perfect accommodations to fit personal needs.• Handled over 80 calls per eight hours shift to address customer inquiries and concerns. Show less

  • Training Specialist

    Jul 2017 - Oct 2018

  • Sales & Customer Care Specialist

    Apr 2016 - Aug 2018
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  The Ritz-Carlton Hotel Company, L.L.C.

  Mar 2017 - Aug 2018

  • Mentoring employees to obtain optimal performance and excellent customer service.• Set a positive example for team members by providing high-quality and efficient service.• Orient new team members on due process for all areas of operations.• Elaboration and implementation of system manuals and procedures oriented to the training and formation of teams.• Satisfactory resolution of challenging customer complaints, with optimal results, promoting brand loyalty.• Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.• Managed and closed sale calls to increase bookings by maintaining strong knowledge of resort products, services and facilities.• Utilized Salesforce based software to input all key data into hotel's database system.• Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.• Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations and leading conversations to effective sales.• Maintained excellent attendance record. Show less • Provided guests with above-and-beyond service.• Explained details regarding property, including restaurants, pool area, spa and fitness center to acclimate patrons to resort environment.• Used quick response and dynamic service skills to build relationships with patrons, improving customer retention rate.• Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.• Maintained transaction security by verifying payment cards against identification.• Maintained financial accuracy by collecting deposits, fees and payments.• Reported facility and room maintenance problems to appropriate personnel for immediate remediation. Show less • Mentored junior employees to improve performance and customer service.• Set positive example for team members by providing high-quality, efficient service.• Maintained current knowledge of all team position requirements.• Taught new team members correct procedures for all areas of operations.• Filed, organized and archived training materials to support future training sessions.• Liaised with trainers and participants to provide logistical and technical support before, during and after learning course.• Resolved challenging customer complaints to full satisfaction, promoting brand loyalty and maximizing repeat business. Show less

  • Reservations Lead Agent

    Apr 2017 - Aug 2018

  • Sales & Customer Care Specialist

    May 2016 - Aug 2018

  • Reservations Assistant Trainer

    Mar 2017 - Aug 2017
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  Novotel Miami Brickell

  Aug 2018 - Aug 2019

  Group Reservations Coordinator

  • Provided exemplary customer service to new and existing clients, which helped build lasting relationships and secure new travel assignments.• Organized memorable and exquisite travel itineraries and vacations for high-level clients, and business executives.• Utilized OPERA, Passkey to input all key data into hotel's database system.• Strong experience with Scrum methodology and well versed in writing user stories.• Participated in creating User manuals.• Responded to clients' questions, issues, and complaints and found appropriate solutions when needed.• Arranged travel accommodations for groups, executives and special needs clients.• Implemented automated office systems, optimizing client and data communications as well as records management.• Asked open-ended questions to better ascertain client needs and determine best international travel offerings.• Developed loyal clientele base due to excellent listening and research skills and keen understanding of travel budgets.• Supervised payments via credit and debit cards and handled all sensitive information with professionalism and discreteness.• Maintained excellent attendance record, consistently arriving to work on time.• Worked with senior case managers to coordinate team development activities and trainings.• Handled several calls per shift to address customer inquiries and concerns. Show less

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  JW Marriott Miami Turnberry Resort & Spa

  Aug 2019 - Mar 2020

  Group Housing Coordinator

  • Be a link between development teams and other internal groups such as Product Management, Design, Documents, Legal and Marketing to ensure that clear lines of communication are maintained and that the delivery of the program is fluid and efficient.• Data processing through OPERA, Passkey, and MARSHA systems.• Organize hotel reservations for groups, working closely with the Front of the house department and the sales department for weddings and special events, developing team communications and information for daily and weekly meetings.• Resolve conflicts and negotiate mutually beneficial agreements between the parties. Show less

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  SMX Services & Consulting, Inc.

  Apr 2022 - now

  Scrum Master