Summary
Overview
Work History
Education
Skills
Timeline
Generic

Hector Romo

Ardmore

Summary

Dynamic outlet manager with extensive experience at Moody Gardens Hotel and Spa, excelling in staff management and customer service. Proven track record in conflict resolution and sales analysis, enhancing guest satisfaction and operational efficiency. Adept at cash handling and inventory management, driving profitability while fostering a positive team environment.

Overview

16
16
years of professional experience

Work History

Outlet Manager

Moody Gardens Hotel and Spa
Galveston
04.2016 - 03.2018
  • Responsible for starting and ending a 12 hour shift.
  • Oversaw the opening and closing of six different outlets.
  • Prepared the day's oversight of hotel guest check-ins so as to meet the correct number of staff needed in outlets.
  • Check all cash drawers with cashiers
  • Inspected guest rooms regularly to ensure they are up to standard before being occupied by guests.
  • Delegated work to staff, setting priorities and goals.
  • Managed team of front desk agents, supervising personnel in issue resolution.
  • Built and maintained productive relationships with employees.
  • Ensured compliance with hotel policies and procedures.
  • Resolved customer disputes in a professional manner while maintaining positive relationships.
  • Processed payments for room charges, taxes, and other incidentals as required.
  • Resolved guest complaints in a professional manner.
  • Verified reservations by phone or in person.
  • Built detailed knowledge on locations and points of interest to thoroughly answer guest questions.
  • Promoted high level of guest satisfaction through genuine, enthusiastic and friendly interactions.
  • Answered phones to respond to customer inquiries and transferred calls to appropriate staff members,
  • Outlerts, Cafe in the Park, Pool bar, lobby bar, room service, and Blossoms ice parlor>

Assistant Manager

IHOP
Ardmore
02.2007 - 02.2008
  • Created reports on sales trends, inventory levels, and financial data.
  • Interviewed prospective employees and provided input to HR on hiring decisions.
  • Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
  • Analyzed sales data to identify trends and adjust strategies accordingly.
  • Delegated work to staff, setting priorities and goals.
  • Mediated conflicts between employees and facilitated effective resolutions to disputes.
  • Produced thorough, accurate and timely reports of project activities.
  • Maintained accurate records of sales transactions using point-of-sale systems.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Maintained detailed records of sales transactions and daily shift reports.
  • Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
  • Communicated well and used strong interpersonal skills to establish positive relationships with guests and employees.
  • Distributed food to service staff for prompt delivery to customers.
  • Inspected dining room area regularly for cleanliness and adherence to safety standards.
  • Oversaw inventory and ordered ingredients to restock freezers, fridges and pantry.
  • Oversaw food preparation, production and presentation according to quality standards.
  • Complied with health, sanitation and liquor regulations by clearly communicating and reinforcing standards and procedures to employees.
  • Adhered to all health department regulations regarding food storage and preparation.
  • Established policies for cash handling procedures to maximize security measures.
  • Coached team members on food safety and sanitation processes, customer service, menu education and up-selling techniques to drive revenue.
  • Optimized profits by controlling food, beverage and labor costs.
  • Processed efficient and accurate cash, check, debit and credit card payments using Point-of-Sale system.
  • Worked closely with front-end staff to assist customers.
  • Operated cash register efficiently and accurately, processed payments by cash, check, credit card, gift card or automatic debit.
  • Prepared bank deposits, verifying amounts and ensuring timely deposits.
  • Prepared bank deposits and recorded cash receipts.
  • Balanced cash drawer daily and prepared bank deposits when necessary.

Manager

Casa Romo
Ardmore
06.2002 - 06.2006
  • Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
  • Enforced customer service standards and resolved customer problems to uphold quality service.
  • Provided leadership during times of organizational change or crisis situations.
  • Resolved conflicts between employees by providing guidance on company policies and procedures.
  • Recruited and trained new employees to meet job requirements.
  • Resolved customer complaints and issues promptly, maintaining a positive brand image.
  • Oversaw daily operations, maintaining efficiency and quality standards.
  • Maintained up-to-date records of employee attendance, payroll information, vacation requests.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Required and needed to assist in covering positions.
  • Verified that customers were of legal age to purchase alcohol or tobacco products.
  • Greeted customers and answered any questions they had about the store's products and services.
  • Operated cash register or POS system to receive payment by cash, check and credit card.
  • Counted money in cash drawers at the beginning of shifts to ensure amounts were correct.
  • Completed day-to-day duties accurately and efficiently.
  • Prepared bank deposits for processed payments.
  • Prepared bank deposits, entered data into accounting software and reconciled accounts.

Education

Associate of Science - Gender Studies

Rose State College
Oklahoma City, OK
05-2001

Skills

  • Staff management
  • Cash handling
  • Customer service
  • Conflict resolution
  • Inventory management
  • Sales analysis

Timeline

Outlet Manager

Moody Gardens Hotel and Spa
04.2016 - 03.2018

Assistant Manager

IHOP
02.2007 - 02.2008

Manager

Casa Romo
06.2002 - 06.2006

Associate of Science - Gender Studies

Rose State College

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