MAYNOR MEJIA
Opa Locka,FL
Summary
Forward-thinking team leader skilled at operating departments efficiently to meet goals. Successful background matching employees with roles for maximum performance. Proactive and hardworking individual focused on continuous operational improvement.
Overview
7
7
years of professional experience
Work History
Operations Manager
Evolution Parking And Guest Services
01.2023 - Current
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Developed systems and procedures to improve operational quality and team efficiency.
- Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Trained new employees on proper protocols and customer service standards.
- Assisted in recruiting, hiring and training of team members.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
Guest Services Manager
Nobu And Eden Roc Hotel
05.2022 - 01.2023
- Managed 18 staff to deliver timely and courteous guest service in front desk, housekeeping and maintenance operations
- Improved TripAdvisor customer service scores from 180 to 60 from 2021 to 2022.
- Assisted with check-ins and check-outs during high traffic seasons to deliver excellent customer service
- Set and managed policies for concierge services and guest relations
- Maintained high employee satisfaction and performance with hands-on and collaborative style
- Handled front desk and guest services budget and outlined adherence plans for specific positions
- Planned specialized service for elderly or disabled guests, ones with children and VIP guests
- Overhauled concierge, spa and pool services with improved signage, increased hours and better trained attendants
- Coordinated luggage collection, transportation and storage
- Oversaw lobby operations and concierge services
- Reviewed daily bookings, preparing guest rooms prior to arrival
- Reviewed upcoming events and planned for expected challenges.
- Maintained high employee satisfaction and performance with hands-on and collaborative style.
Manager on Duty
JW Marriott
02.2022 - 05.2022
- Responded to customer concerns by providing friendly, knowledgeable support and maintaining composure and professionalism.
- Trained employees in essential job functions.
- Handled employee-related issues to improve performance, professional conduct and attendance reliability.
- Initiated plans to improve customer relations, quality standards and service efficiency.
- Developed schedules for up to 20 employees per shift.
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
- Greeted and assisted guests by gathering information pertaining to reservations or requests.
Front Office Manager
Grand Beach Hotel
11.2020 - 02.2022
- Answered phones to respond to customer inquiries and transferred calls to appropriate staff members.
- Organized resources and staff necessary to handle requirements and maintain strong service levels.
- Conducted transactions, confirming patient information and processing according to standard protocol.
- Reviewed safety, health and sanitation processes throughout areas and enforced rules to promote security and safety.
- Assisted with interviewing job applicants by asking appropriate questions and offering insight and feedback.
- Monitored office inventory to maintain supply levels.
- Maintained important files, running reports and delivering updates on occupancy and revenue.
- Created and optimized employee schedules for shift coverage.
- Recruited, trained and developed administrative team to support corporate growth and objectives.
- Distributed memos and updates to apprise departments and divisions of corporate objectives and developments.
- Orchestrated staff meetings to maintain open communication and quickly address concerns.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Established and created training programs to enhance employee knowledge of best practices, resulting in improved customer satisfaction.
Valet Manager
Grand Beach Hotel Surfside
09.2016 - 11.2020
- Payroll and scheduling for the staff
- Removed safety hazards, soiled items and trash from customer areas.
- Answer customer inquiries or explain cost, availability, policies, and procedures of facilities.
- Developed team communications and information for meetings
- Copied, logged and scanned supporting documentation and placed all information in client files
- Activate emergency action plans and administer first aid, as necessary.
- Take numbered tags from customers, locate vehicles, and deliver vehicles, or provide customers with instructions for locating vehicles
- Responded immediately to any guest requests or concerns and made sure that issues were promptly resolved
- Keep parking areas clean and orderly to ensure that space usage is maximized.
- Patrol parking areas in order to prevent vehicle damage and vehicle or property thefts.
- Greet customers and open their car doors.
- Answered average of calls, emails and faxes per day, addressing customer inquiries, solving problems and providing new product information.
- Verified vehicles remained secured on lot and with windows marked with last six of VIN, client, key status and driveable status.
- Took and uploaded photos of vehicles repossessed, won at auction, purchased from private parties and acquired new from manufacturers.
Education
Some College (No Degree) - Computer Information in Technology
Miami Dade College
Miami, FLHigh School Diploma -
Hogar Paulo VI
Nicaragua12.2012
Skills
- Customer Relationship Management
- Team Leadership
- Operations Oversight
- Schedule Oversight
- Staff Training
- Performance Monitoring and Evaluation
- Multi-Unit Operations Management
References
Andres Auad - Regional Manager - Aaud@evolutionpgs.com - 786-541-6944
Maria Vilchez - General Manager - Mvilchez@nobuedenroc.com - 786-201-0831
Keisha Coward - Director of Operation - Kcoward@jwmarriott.com - 786-356-9672
Odel White - Front Desk Director - Owhite@grandbeachhotel.com - 347-843-1779
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Operations Manager
Evolution Parking And Guest Services
01.2023 - Current
Guest Services Manager
Nobu And Eden Roc Hotel
05.2022 - 01.2023
Manager on Duty
JW Marriott
02.2022 - 05.2022
Front Office Manager
Grand Beach Hotel
11.2020 - 02.2022
Valet Manager
Grand Beach Hotel Surfside
09.2016 - 11.2020
Some College (No Degree) - Computer Information in Technology
Miami Dade College
High School Diploma -
Hogar Paulo VI
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