Rosemary Sánchez
Coral Gables,FL
Summary
Hospitality Professional specializing in the areas of Customer Service, Staff Training, Learning Methods, Talent Acquisition & Development, Curriculum Design, Reservations Sales, Luxury Market, Human Resources, Operations, and Management. Highly-motivated with desire to take on new challenges. Strong communication skills, work ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
34
34
years of professional experience
1
1
Certification
Work History
SENIOR TRAINING & CONTENT DEVELOPMENT SPECIALIST
Hospitality Training & Translation Services, Ltd.
MIAMI, FL
01.2006 - Current
- Hospitality and Training professional providing strategic support and consulting to variety of organizations such as hotels, resorts, restaurants, and luxury brands.
- Specialize in training program development for quality assurance and performance excellence.
- Conduct needs assessment analysis to identify areas of opportunities for customized content development with goal of improving associates' & operations performance.
- Collect data from associates through surveys, interviews, and evaluations to address challenges and needs to be addressed through training.
- Conduct needs assessment analysis to identify areas of opportunities for customized content development with goal of improving associates' & operations performance.
- Design customized training materials including outlines, power point presentations, hand-outs, manuals, worksheets, and activities.
- Collaborate with team leaders to develop customized training plans that met their specific needs.
- Facilitate training sessions using most effective method for audience; lectures, workshops, one-on-one, train the trainer. Formats vary based on needs; instructor-led, virtual meetings, webminars.
- Work alongside executive & management teams to ensure programs align with established goals, budgets, and strategies and support associates' professionals development.
- Prepare evaluation materials to conduct performance assessments and SMART action plans to address areas of opportunities identified.
- Create succession plans for associates' professional development.
- Analyze KPIs to evaluate performance of content strategy.
HUMAN RESOURCES SUPPORT
Provident Doral at The Blue under HT&T
Doral, FL
01.2018 - 01.2023
- Provided support to 4-star resort with a total of 150 Team Members as HR Consultant through Hospitality Training & Translations Services, Ltd.
- Worked alongside corporate executive team and resort's managemen team to strategize HR & Training initiatives to align with company's objectives.
- Developed and implemented new employee onboarding process and materials for all new hires. Deployed corporate wide for consistency.
- Maintained detail records via ADP onboarding platform of new hires' progress.
- Conducted needs assessment for content material development and training programs design (i.e. train the trainer, workshops, modules, etc.)
- Prepare curriculum of courses.
- Worked with each department head to develop customized learning programs for their teams based on current needs.
- Provided mentoring and one-on-one coaching sessions for professional growth.
- Facilitated training and coaching sessions at all levels, from executive team to Team Members, either through instructor-led sessions and worksops to zoom meetings, or webminars.
- Implemented incentive and recognition programs to motivate, engage, recognize, and reward Team Members' performance, efforts, and commitment.
- Planned monthly Employee of the Month Luncheons, monthly birthdays and work anniversary celebrations, as well as other activities to promote employee engagement through recognition and celebration.
- Provided guidance to managers on disciplinary action and performance management.
- Reviewed job descriptions, identified necessary changes and updated accordingly.
- Analyzed workforce data to develop strategies that address recruitment needs.
- Managed all aspects of recruitment efforts for resort. and, upon request, provided support to corporate office and sister properties' General Managers with interviews.
- Organized recruitment events such as career fairs and open houses.
- Drafted offer letters and employment contracts according to company guidelines.
- Managed applicant tracking platform in ADP to ensure accurate records of applicants and employees maintained.
- Conducted exit interviews with departing employees to identify areas of improvement in the organization.
- Maintained confidential personnel files in accordance with applicable laws and regulations.
- Assisted in developing policies and procedures for the Human Resources Department.
- Developed compensation plans including salary surveys, job evaluations, bonus plans.
- Conducted investigations into workplace complaints or grievances.
- Facilitated resolution of conflicts through mediation or other dispute resolution techniques.
- Provided advice and counsel on employee relations issues ranging from attendance problems to harassment claims.
- Coordinated benefits administration activities such as enrollments, changes, terminations and transfers.
- Prepared reports related to HR activities such as turnover, rate analysis, absenteeism rate, worker's compensation claims, etc.
- Supported corporate Payroll & Benefits manager by conducting audits of payroll records to ensure accuracy in payments, benefits, and control OT.
- Safeguarded human resource information, maintaining employee confidence and protecting operations.
- Conducted background checks and orientation, coordinating new employee onboarding process.
- Established and maintained trusted relationships around organization to optimize business and employee experience.
- Analyzed job descriptions and determined recruitment plan, timeline and advertising efforts to fill positions.
- Initiated diversity, equity and inclusion efforts to be deployed corporate wide.
- Review weekly customer service scores and reviews to identify topics to be addressed in training sessions, one-on-one coaching, and other corrective actions. To also celebrate and recognize star performers.
- Conducted internal audits, mystery shop calls & visits, and performance evaluations to measure progress and develop detailed action plans and training sessions for continued improvements.
- Deployed detailed training agendas & schedules to ensure timely programs’ roll out.
- Reviewed and updated existent SOP's to ensure accuracy and consistency in performance.
- Assisted Team Members during challenges of COVID with COBRA benefits, work placement, recommendation letters, financial assistance, and emotional support.
- Ensured compliance of Labor & wage laws, EEOC, Human Trafficking, Sexual Harassment, OSHA, ADA, FMLA, brands service standards.
- Managed departmental budget.
Training Manager, Latin America & Caribbean
BURGER KING CORPORATION
MIAMI, FL
01.2001 - 01.2006
- Hired as Operational Training Specialist for Central America & Caribbean Regions.
- Worked as Corporate Trainer for headquarters acting as Training liasion between corporate and franchisees' operations in Central America and Caribbean regions.
- Supported all corporate training initiatives at market level working alongside franchisees' training managers.
- Conducted field visits to restaurant operations to evaluate adherence to brand standards for consistency in product quality and customer service.
- Provide support to store managers with deployment of corporate training programs and development of associates' succession plans.
- Prepared training strategies per market based on needs assessment analysis, conducted associates' surveys, and collected customer data.
- Promoted in 2004 as Training Manager for the LA, Mexico, and Caribbean regions.
- Responsible for managing the Latin America training department providing support to Franchise operations in Central & South America, Mexico, Brazil, Puerto Rico, and other Caribbean markets
- Trained and developed all Classroom Trainers (CT’s), and Operations Training Specialists (OTS’) of the region
- Completed needs assessment analysis of each sub-region to update existing courses
- Designed, developed, and lead roll-out of new training courses, programs, and materials
- Spearheaded development of new LAR’s Quarterly Training Newsletter for Franchisees
- Worked with Franchises’ Training Managers in the development of local training curriculum, course calendars, programs, etc
- Developed new systems and initiatives to better use resources and control costs while increasing performance
- Conducted quarterly meetings with FZ’s Training Directors to review progress and objectives
- Conduct strategic meetings with FZ’s Training Directors
- Prepared & managed departmental budget, reviewed & approved Trainers’ expense reports
- Completed Regional Trainers’ Annual Performance Reviews
- With assistance of Department’s Administrative Asst., maintained updated records of all programs rolled out by region, regions’ progress, training certifications, and other critical records
- Worked closely with VP of Human Resources, President of BK University, and LA & Caribbean Regions President to align objectives and review budgets.
Training Manager
DORAL GOLF RESORT & SPA (KSL)
DORAL, FL
01.1999 - 01.2001
- Responsible of all training initiatives of four-star resort & spa to cultivate customer service centric culture
- Implemented new programs to create desired culture of “Exceeding Guest Expectations”
- Evaluated departments and staff performance of a 700+ rooms resort to develop and deliver training initiatives that catered to their unique needs and further develop Team Members
- Worked with training managers of KSL’s sister resorts to create a universal curriculum and corporate-wide training programs
- Prepared and delivered orientation and workshops for all new hires (line employees, Team Leaders, Managers, and Directors)
- Completed quarterly surveys and assessments to determine new areas that required further development to design specialized workshops, reviews, lectures, etc
- Assisted HR Director with budget preparation
- Reviewed instructional materials to supplement training programs
- Worked alongside Management Team to address specific departmental needs, measure progress, develop action plans, etc
- Assure compliance of key training programs such as Sexual Harassment, ADA, and others
- Maintain files of reports, training agendas, plans, certificates, and other records up-to-date.
Senior Training Specialist, Instructional Material Designer, & Int’l. Market Developer
HOSPITALITY SERVICES OF AMERICA
PEMBROKE PINES, FL & INTL. MKTS.
01.1996 - 01.1999
- Specialized in designing, and delivering training programs to the Hospitality Industry abroad and in the U.S
- Assisted owner in opening H.S.A.’s International Division (HSI)
- Earned special appointment as Exclusive Trainer for Best Western call centers contract
- Prepared customized program catering to BW’s Call Centers needs
- Personally responsible for delivering call center program to over 2,000 employees distributed in three call centers during a six-week period.
Rooms Division Manager/ Interim General Manager
THE SAVOY RESORT
MIAMI, FL
12.1994 - 01.1996
- Initially hired to manage the Rooms Division of 4-star boutique resort in South Beach
- Overlooked success of teams in Front Office, Bell Staff, Reservations, and Housekeeping.
- Created and facilitated customized training based on needs assessment analysis.
- Worked with Global Distribution Systems and Third Party Vendors to negotiate rate contracts.
- Collaborated with corporate Sales office to strategize sales & marketing initiatives.
- Promoted to Interim GM of exclusive boutique resort with annual revenue of $15MM annually
- Responsible for the operational and financial success of property.
- Assisted Dept Heads with individual departmental needs for both operation and staff.
- Recruited, onboarded, and oversaw personnel development due to lack of an HR department
- Wrote policies and procedures to ensure the highest level of consistency and customer service resulting in a 12% increase in revenue and customer level satisfaction
- Property sold to Vacation Rental company.
Director of Operations & Call Centers
AIR JAMAICA VACATIONS
MIAMI, FL
01.1993 - 12.1994
- Responsible for the openings and operation of three call centers located in Miami, FL, Smyrna, Ga, & Kingston, Jamaica
- Developed strong partnerships with 4-star hotels & resorts in Jamaica to negotiate wholesale rates
- Collaborated with Sales Team to design vacation packages
- Assist Call Center Managers with budgets, goal setting, training programs, and other key functions
- Work directly with Air Jamaica Airlines Executive Team to package travel & hotel deals
- Assisted Call Center Managers with recruiting and training efforts
- Lead strategic meetings to increase call conversion rates, sales, and profits
- Worked with Call Center Managers to prepare annual budgets, and review expenses
- Worked closely with Air Jamaica Airlines & AJV’s owner, Mr
- Butch “Gordon” Stewart.
Reservations Call Center Manager
Williams Hospitality
San Juan , Puerto Rico
01.1991 - 01.1993
- Developed and maintained a team of call center representatives to meet performance standards.
- Monitored daily operations, including call volume, average speed of answer, service levels, customer satisfaction scores, and other key metrics.
- Provided coaching on best practices in customer service techniques to improve quality of interactions with customers.
- Analyzed data from various sources to identify trends in customer inquiries and complaints.
- Conducted regular meetings with staff to discuss issues or changes in processes or procedures.
- Drafted reports summarizing the results of customer surveys and providing recommendations for improvement.
- Identified opportunities for process improvements that would optimize operational efficiency and reduce costs associated with call center operations.
- Developed training materials for new hires on how to handle different types of calls effectively.
- Resolved escalated customer complaints in an efficient manner while maintaining positive relationships with clients.
- Maintained records on all incoming calls including duration, type of inquiry and complaint, resolution action taken.
- Monitored performance by reviewing relevant reporting data and producing statistical reports.
- Developed quality assurance standards and established targets for all staff.
- Facilitated individual coaching sessions with CSRs to realign productivity goals.
- Accomplished call center resource objectives by recruiting, selecting and orienting new employees.
- Answered, screened and processed high volume of calls daily with call management system and web-based communications.
- Met call center financial objectives by estimating requirements and preparing annual budgets.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
Management Training Program
CARIBE HILTON, PUERTO RICO
SAN JUAN, PUERTO RICO
01.1990 - 01.1991
- Selected while at FIU as one of the 25 candidates to participate in a one year training program to develop management skills
- Rotated through all departments of 4-star resort to apply learned management skills
- Focused on Front of the House Operations (Front Desk & Reservations)
- Assigned to the Human Resources Department for three months to develop interview skills as secondary area of interest
- Completed one year training management program. Offered position but was recruited by another company that offered greater opportunity and challenge.
Education
Bachelor of Science - Hospitality Management
Florida International University
Miami, FL05-1999
Skills
- Strong verbal & written communication
- Customer Service
- Learning & Training Methods
- Curriculum development
- Performance metrics
- Coaching and mentoring
- Learning management systems
- Employee engagement
- Staffing and Recruiting
- Sales leadership development
- Reservations & Operations
- Human Resources
- Networking
- Fluent in English & Spanish
Certification
- Human Trafficking Training Procter, SafeStaff DBPR 2019-2022
- COVID Compliance Specialist, Miami-Dade Mayor's Office, 2020
- Professional Organizer, NAPO 2015
- Curriculum Design & Development, BKC University 2003
- Facilitation & Learning Methods, HSA 1992
- Certified Training Program Developer, 1992, American Society of Training & Development
- Certified Hotel Supervisor (C.H.S.), 1992, American Hotel & Motel Association – E.I. Chapter
Timeline
HUMAN RESOURCES SUPPORT
Provident Doral at The Blue under HT&T
01.2018 - 01.2023
SENIOR TRAINING & CONTENT DEVELOPMENT SPECIALIST
Hospitality Training & Translation Services, Ltd.
01.2006 - Current
Training Manager, Latin America & Caribbean
BURGER KING CORPORATION
01.2001 - 01.2006
Training Manager
DORAL GOLF RESORT & SPA (KSL)
01.1999 - 01.2001
Senior Training Specialist, Instructional Material Designer, & Int’l. Market Developer
HOSPITALITY SERVICES OF AMERICA
01.1996 - 01.1999
Rooms Division Manager/ Interim General Manager
THE SAVOY RESORT
12.1994 - 01.1996
Director of Operations & Call Centers
AIR JAMAICA VACATIONS
01.1993 - 12.1994
Reservations Call Center Manager
Williams Hospitality
01.1991 - 01.1993
Management Training Program
CARIBE HILTON, PUERTO RICO
01.1990 - 01.1991
Bachelor of Science - Hospitality Management
Florida International University
- Human Trafficking Training Procter, SafeStaff DBPR 2019-2022
- COVID Compliance Specialist, Miami-Dade Mayor's Office, 2020
- Professional Organizer, NAPO 2015
- Curriculum Design & Development, BKC University 2003
- Facilitation & Learning Methods, HSA 1992
- Certified Training Program Developer, 1992, American Society of Training & Development
- Certified Hotel Supervisor (C.H.S.), 1992, American Hotel & Motel Association – E.I. Chapter
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