Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Angel Petro

Holland,MI

Summary

Dedicated General Manager and Customer Service manager with more than 10 years in retail and customer service. Possessing second-to-none commitment to customer service. Known for developing productive relationships, resolving complex issues and winning customer loyalty.

Overview

14
14
years of professional experience

Work History

Dog Trainer

As the Dog Learns Animal Behavior
Holland, MI
01.2010 - Current
  • Developed and implemented individualized training programs for each dog based on their unique needs.
  • Provided basic obedience instruction such as sit, stay, come, down and heel commands.
  • Monitored dogs' progress during training sessions and made necessary adjustments to reach desired results.
  • Evaluated behavior of dogs in order to determine best approach for successful training techniques.
  • Instructed owners on proper handling techniques for their pets to ensure positive reinforcement methods.
  • Assisted with the selection of appropriate toys and treats used during training sessions.
  • Organized classes for group activities focusing on socialization and canine good citizen skills.
  • Conducted private consultations with pet owners to discuss specific issues related to problem behaviors.
  • Maintained detailed records of all clients' progress during the course of their program.
  • Utilized a variety of tools including clickers, targets, food rewards, verbal praise.
  • Demonstrated patience while working with animals that have difficulty responding to commands or display aggressive behaviors.
  • Educated pet owners about safety measures when dealing with large breeds or untrained canines.
  • Encouraged clients to practice commands outside of class time in order to reinforce learned behaviors.
  • Advised pet owners on how to properly care for their animals both physically and emotionally.
  • Compiled comprehensive reports outlining observations from each session which were reviewed by trainers and veterinarians.
  • Recognized signs of physical distress or behavioral changes in animals and notified supervisor accordingly.
  • Provided guidance regarding nutrition requirements for various breeds in order to promote overall health.
  • Responded promptly to customer inquiries regarding services offered or any other questions they may have had.
  • Created an engaging environment through the use of interactive games designed to increase focus and motivation levels among participants.
  • Incorporated agility exercises into lessons in order to develop coordination skills while having fun at the same time.
  • Used food and toy rewards, humane training tools and verbal and leash corrections to teach dogs behaviors.
  • Evaluated individual needs of dogs to provide appropriate training and behavior modification instruction.
  • Conducted training classes and assisted with animal behavior help requests and enrichment programs.
  • Discussed appropriate canine socialization methods with pet owners and explained proper use of sit, stay and down commands.
  • Displayed passion for animal welfare and demonstrated humane techniques with progressive training models.
  • Cared for pets during owners' absences.
  • Developed long-term relationships with clients and bonded with animals through regular contact.
  • Educated clients about canine behavior and positive reinforcement training methodologies.
  • Evaluated animals to determine temperaments, abilities or aptitude for training.
  • Administered prescribed medications to animals.
  • Advised owners on strategies for continuing training and reinforcing lessons.
  • Observed animal physical conditions to detect illness or unhealthy conditions requiring medical care.
  • Trained dogs in human assistance or property protection duties.
  • Provided community outreach on animal behavior through information materials and participation in special events.

Sales and Catering Manager

Doubletree By Hilton
Holland, MI
01.2016 - 06.2019
  • Developed strategies to maximize customer satisfaction and increase sales in catering services.
  • Organized staff scheduling and trained new employees on food safety practices.
  • Created marketing campaigns for catering services and monitored their effectiveness.
  • Collaborated with chefs to develop menus for special events, corporate functions, weddings.
  • Maintained accurate records of orders and deliveries for catering services.
  • Ensured the quality of ingredients used in meals served at catered events.
  • Monitored budgets for catering services and implemented cost-saving measures when necessary.
  • Supervised servers during catered events to ensure high standards of service were met.
  • Established relationships with vendors to secure competitive prices on supplies needed for catering projects.
  • Coordinated delivery times with clients and ensured that all items ordered arrived on time.
  • Provided guidance to staff regarding proper presentation of dishes served at catered events.
  • Negotiated contracts with clients for catering services ensuring reasonable rates were charged.
  • Developed innovative ideas for themed parties or buffets based on client needs.
  • Inspected equipment prior to use at catered events to ensure it was working properly.
  • Resolved customer complaints promptly and professionally while maintaining good relations with clients.
  • Assisted in setting up tables, chairs, decorations., prior to a catered event.
  • Managed inventory levels of food supplies required for upcoming catered events.
  • Prepared reports summarizing financial information such as costs incurred per event or total revenue generated from catering services.
  • Worked with chefs to prepare custom menus, special meals and featured beverages.
  • Gathered customer requirements and worked with catering team in implementing specifications.
  • Prepared and led food service training programs to teach staff various tasks.
  • Scheduled, organized and led food tastings to facilitate selections and surpass expectations.
  • Analyzed market trends and competitor deals for attractive proposal preparation.
  • Maintained operations in full compliance with alcohol service standards and legal requirements to prevent incidents of overserving or underage drinking.
  • Grew sales of catering services by 50% through strategic marketing and promotions.
  • Oversaw food preparation, production and presentation according to quality standards.
  • Worked in close collaboration with team members to ensure customers received high-quality service.
  • Resolved problems or concerns to satisfaction of involved parties.
  • Consistently maintained high levels of cleanliness, organization, storage and sanitation of food and beverage products to ensure quality.
  • Trained new employees to perform duties.
  • Delegated work to staff, setting priorities and goals.
  • Trained front-of-house staff on restaurant policies and procedures, guest service techniques and communication skills to promote positive experiences.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Promoted safe working conditions by monitoring safety procedures and equipment.
  • Inspected dining and serving areas for cleanliness and proper setup.
  • Inspected restrooms and dining and serving areas to foster cleanliness and proper setup.
  • Coached staff on strategies to enhance performance and improve customer relations.
  • Checked with guests to get feedback on food served, resolve issues, bring additional items and refill beverages.
  • Supervised activities of dining room staff to maintain service levels and support guest needs.

Front Desk Agent

Double Tree Hotel By Hilton
Holland, MI
06.2015 - 06.2016
  • Greeted customers in a professional and friendly manner.
  • Answered phones, responded to inquiries, and took messages.
  • Assisted with check-in and check-out procedures for guests.
  • Processed payments accurately and efficiently.
  • Resolved customer complaints promptly and courteously.
  • Provided information about hotel amenities, services, and local attractions.
  • Maintained cleanliness of lobby area at all times.
  • Scheduled reservations for groups and special events.
  • Inputted guest information into computer system accurately and securely.
  • Verified accuracy of room rates and other charges during check-in process.
  • Ensured that all safety regulations were followed according to company standards.
  • Performed light housekeeping duties such as stocking supplies or cleaning surfaces.
  • Assisted with luggage handling for incoming guests.
  • Addressed customer needs in a timely manner.
  • Managed cash drawer responsibly throughout shift.
  • Stayed current on promotions, discounts, packages, and offers available at the hotel.
  • Generated daily reports detailing occupancy levels, revenue amounts.
  • Collaborated with colleagues to ensure smooth operations of front desk area.
  • Provided excellent customer service while upholding company policies.
  • Handled payment processing and provided customers with receipts and proper bills and change.
  • Answered telephones and greeted visitors to assist, answer questions and direct.
  • Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
  • Greeted incoming guests warmly, issued room keys and shared information on policies and amenities.
  • Worked with housekeeping and maintenance staff to address and resolve building and room issues.
  • Posted charges, updated accounts and issued bills to departing guests.
  • Received incoming calls and coordinated with staff to fulfill customer requests.
  • Responded to inquiries and room requests made online, by phone and via email.
  • Enhanced guest satisfaction by answering inquiries about business operations and policies, resolving concerns and developing creative solutions to guest concerns.
  • Completed end-of-day reporting and balanced registers to maintain financial accuracy.
  • Promoted loyalty by signing customers up for rewards program and encouraged repeat stays through exceptional service.
  • Supervised daily operations of hotel front desk in absence of manager.
  • Stayed current on local attractions and special events to help guests with entertainment options.
  • Offered dining information and helped guests organize local activities to enhance stay.
  • Communicated safety processes and procedures with customers during emergencies.
  • Showed off dining areas, pool, spa and fitness center to prospective and current guests.
  • Assisted guests at check-in, providing information on various services within hotel.
  • Answered guest inquiries, recommending shopping, dining or entertainment.
  • Advised housekeeping staff of rooms vacated and ready for cleaning.
  • Greeted, registered and assigned rooms to hotel or motel guests.
  • Contacted housekeeping or maintenance staff to report room or building issues.
  • Prepared basic food service by setting up continental breakfast or coffee and tea supplies.
  • Arranged tours, taxis or restaurant reservations for customers.

General Manager

Dogs Bay Country Club for Dogs
Holland, MI
06.2019 - Present
  • Developed and implemented operational strategies to improve efficiency, reduce costs and maximize customer satisfaction.
  • Established and maintained effective communication with staff members to ensure efficient operations.
  • Managed all aspects of daily business operations including budgeting, staffing, scheduling, inventory control, customer service and sales.
  • Monitored financial performance and identified areas for improvement in cost savings and revenue generation.
  • Coordinated training activities for employees to ensure compliance with company policies and procedures.
  • Created a positive work environment by developing team building activities that encouraged collaboration among departments.
  • Analyzed existing processes for effectiveness and developed new systems as needed to enhance overall productivity levels.
  • Resolved customer complaints quickly while maintaining high quality standards of service delivery.
  • Identified areas of improvement in current business practices and collaborated with other departments to develop action plans for implementation.
  • Provided guidance and support to subordinate managers in order to foster an atmosphere of cooperation throughout the organization.
  • Trained employees on duties, policies and procedures.
  • Recruited, interviewed and hired qualified staff for open positions.
  • Created schedules and monitored payroll to remain within budget.
  • Supervised employees through planning, assignments and direction.
  • Recruited, trained and empowered employees to achieve key performance indicators.
  • Administered employee discipline through verbal and written warnings.
  • Managed inventory levels and conducted corrective action planning to minimize long-term costs.

Education

Bachelor of Arts - Voice Performance

St Xavier University
Chicago
05-1995

Master of Arts - Voice Performance

Roosevelt University
Chicago, IL

Animal Behavior Science - Animal Behavior Science

Institute of Animal Behavior Science
New York, NY

Skills

  • Inquiry Resolution
  • Diplomatic Communication
  • Customer Loyalty
  • Inbound And Outbound Calling
  • Professional Telephone Demeanor
  • Account Services
  • Business Retention
  • Sales Proficiency
  • Credit Card Payment Processing
  • Cash Handling
  • Conflict Management
  • Action Plan Facilitation
  • High-Energy Attitude
  • Service Standard Compliance
  • Client Service Standards
  • Sales Negotiations
  • Decision-Making
  • Reports Generation
  • Problem-Solving Abilities
  • Critical Thinking
  • Service-Oriented Self-Starter
  • Administrative Duties
  • Data Entry
  • Solutions Management
  • Sales Growth Initiatives
  • Strategic Planning
  • Scheduling
  • Service Issue Resolution
  • Employee Development
  • Skilled Multi-Tasker
  • Excellent Written And Oral Communication
  • Multi-Task Management
  • Employee Schedule Management
  • Front Office Administration

References

References available upon request.

Timeline

General Manager

Dogs Bay Country Club for Dogs
06.2019 - Present

Sales and Catering Manager

Doubletree By Hilton
01.2016 - 06.2019

Front Desk Agent

Double Tree Hotel By Hilton
06.2015 - 06.2016

Dog Trainer

As the Dog Learns Animal Behavior
01.2010 - Current

Bachelor of Arts - Voice Performance

St Xavier University

Master of Arts - Voice Performance

Roosevelt University

Animal Behavior Science - Animal Behavior Science

Institute of Animal Behavior Science

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Angel Petro