KAYLA MARTINEZ
Miami,Florida
Summary
Highly organized Assistant Manager skilled in leading teams, managing daily operations and boosting customer satisfaction. Achieved success in increasing sales and profits, resolving customer complaints, and overseeing staff. Committed to providing exceptional customer service and operational compliance.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Lead Night Auditor
AC/ Element Miami Brickell
Brickell Miami
06.2024 - Current
- Maintained compliance with company policies, conducting regular reviews of financial transactions and correcting errors as needed.
- Enhanced guest satisfaction by promptly addressing and resolving night audit-related concerns.
- Optimized front desk workflow to reduce wait times for late-night guests checking in or out of the hotel property.
- Supported the training of new employees, sharing expertise in night audit processes for consistent performance across all staff members.
- Ensured a smooth transition between shifts through diligent handover procedures and detailed documentation.
- Completed night audit for guest ledgers to close bank and cash registers, reconciling issues quickly, and marking discrepancies.
- Responded to guest needs quickly and efficiently, noting changes in reservations or special needs for day crew.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Liaised with housekeeping staff to verify service and maintenance of hotel standards.
Assistant Manager
Pollo Tropical
Miami, Florida
06.2020 - 05.2024
- Trained new employees in product knowledge, customer service protocols, cash handling procedures, and safety regulations.
- Helped oversee the daily operations of the store, managing staff and inventory.
- Coached and mentored new employees on company policies and procedures.
- Utilized knowledge of company products and services to make recommendations and up-sell items according to customer needs.
- Organized company merchandise and displays to increase brand awareness and product sales.
- Handled employee discipline and termination according to company policies.
- Resolved customer complaints quickly and effectively while maintaining a high level of professionalism.
- Managed daily operations of the store, including scheduling staff, assigning tasks, and overseeing inventory control processes.
- Maintained hands-on knowledge of job roles and regularly stepped in to perform business duties.
- Interviewed potential job candidates and made hiring recommendations to general manager.
- Monitored sales performance to identify potential areas for improvement.
- Performed administrative duties such as processing payroll information or managing employee benefits programs.
Sales Associate
Love Culture
Miami, Florida
04.2017 - 07.2019
- Greeted customers warmly and offered assistance.
- Performed cleaning tasks, keeping store neat and organized.
- Organized merchandise displays to promote higher levels of customer engagement.
- Encouraged customers to make additional purchases and suggested relevant items.
- Helped customers find and select products.
- Operated cash register and POS to handle purchases, refunds, and exchanges for customers.
- Tagged new merchandise for sale and updated signs.
Camp Counselor, Summer Sports
Camp Barnyard
Miami, FL
05.2015 - 08.2015
- Utilized patience and understanding when dealing with challenging behavior from campers.
- Displayed enthusiasm and commitment towards providing a fun learning experience for the kids.
- Organized and explained rules for various team games and activities.
- Provided support services such as first aid treatments if necessary due to minor injuries sustained by the children.
- Showed leadership skills by motivating campers to participate in team building activities.
- Managed multiple tasks simultaneously while supervising large groups of children.
- Assisted in creating arts and crafts projects that encouraged creativity among the kids.
- Educated campers on importance of team work.
Education
Associate in Arts (A.A.) - Criminal Justice
Waldorf University
Forest City, IA06.2020
High School Diploma - undefined
Coral Gables Senior High
Coral Gables, FL05.2019
Skills
- Staff Training
- Staff Development
- Customer Service
- Customer Relationship Management
- Financial Forecasting
Certification
ServSafe
Timeline
Lead Night Auditor
AC/ Element Miami Brickell
06.2024 - Current
Assistant Manager
Pollo Tropical
06.2020 - 05.2024
Sales Associate
Love Culture
04.2017 - 07.2019
Camp Counselor, Summer Sports
Camp Barnyard
05.2015 - 08.2015
Associate in Arts (A.A.) - Criminal Justice
Waldorf University
High School Diploma - undefined
Coral Gables Senior High