Manuel Oliva
Miami,FL
Summary
Dynamic Guest Experience Ambassador at Sentral Alea, adept at enhancing guest satisfaction through exceptional communication and personalized solutions. Proven track record in streamlining processes and promoting services, contributing to revenue growth. Detail-oriented and empathetic, skilled in complaint handling and reservation management, ensuring a memorable stay for all guests.
Outgoing and personable with knack for creating memorable experiences and fostering positive relationships. Familiar with hospitality best practices and adept at handling guest inquiries and resolving issues efficiently. Dedicated to enhancing guest satisfaction and contributing to welcoming environment.
Offering positive attitude, strong communication abilities, and commitment to learning and growing in guest-focused environment. Brings foundational understanding of customer service principles and ability to quickly adapt to new situations. Ready to use and develop interpersonal and problem-solving skills in a General Manager Assitance role.
Overview
3
3
years of professional experience
Work History
Guest Experience Ambassador
Sentral Alea
01.2025 - Current
- Enhanced guest satisfaction by promptly addressing concerns and providing personalized solutions.
- Streamlined check-in and check-out processes for increased efficiency and guest convenience.
- Conducted regular inventory checks for front desk supplies, ensuring necessary items were readily available as needed for optimal performance.
- Managed incoming phone calls professionally, directing callers appropriately or handling inquiries as necessary without disruption to other tasks at hand.
- Contributed to hotel revenue growth by promoting available services and amenities to guests during interactions.
Manager
More Shine Cleaning Services LLC
03.2023 - Current
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Maximized performance by monitoring daily activities and mentoring team members.
- Cross-trained existing employees to maximize team agility and performance.
- Controlled costs to keep business operating within budget and increase profits.
Life Insurance Agent
Primerica
06.2022 - Current
- Participated in professional development opportunities such as training sessions and conferences to stay informed on best practices within the life insurance industry.
- Crafted clear, informative reports to explain life insurance policy features and benefits.
- Attended continuing education courses and workshops to gain additional insurance industry knowledge.
- Developed comprehensive financial plans for clients, ensuring proper coverage and security for their families.
- Cultivated customer relationships to provide customized life insurance solutions tailored to individual needs.
- Retained existing clientele through regular follow-ups, policy reviews, and timely adjustments based on changing circumstances or needs.
- Leveraged industry knowledge to educate potential clients on the importance of life insurance, resulting in increased policy awareness and sales conversions.
Sales Associate
Newslink MIA
01.2023 - 06.2024
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Built relationships with customers to encourage repeat business.
- Managed returns, exchanges and refunds in accordance with store policy.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Prepared merchandise for sales floor by pricing or tagging.
- Helped customers locate products and checked store system for merchandise at other sites.
- Answered customer questions about sizing, accessories, and merchandise care.
Education
High School Diploma -
Ruben Batista Rubio
Guantanamo, CubaSkills
- Strong empathy
- Exceptional communication
- Guest relations
- Complaint handling
- Cross-cultural sensitivity
- Reservation management
- Customer service
- Computer skills
- Flexible schedule
- Detail-oriented
- Verbal and written communication
- Guest accommodations
- Services and amenities promotion
- Room availability
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Guest Experience Ambassador
Sentral Alea
01.2025 - Current
Manager
More Shine Cleaning Services LLC
03.2023 - Current
Sales Associate
Newslink MIA
01.2023 - 06.2024
Life Insurance Agent
Primerica
06.2022 - Current
High School Diploma -
Ruben Batista Rubio
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