Melissa Escamilla
New Braunfels,TX
Summary
Proven leader in luxury service management, excelling in client relationship building and revenue management. At Hotel ZaZa, spearheaded initiatives that significantly enhanced guest satisfaction and operational efficiency. Skilled in staff training and development, adept at driving team performance to exceed business goals. Demonstrates a keen ability to balance workload and adhere to deadlines, ensuring top-tier service standards. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
3
3
years of professional experience
Work History
Independent Contractor
Private Employers
10.2023 - Current
- Delivered outstanding service to customers to maintain and extend relationships for future business opportunities.
- Developed and maintained strong working relationships with clients, leading to repeat business and referrals.
- Communicated effectively with clients throughout the entire project lifecycle, keeping them informed of progress updates or any potential issues that arose.
- Provided exceptional customer service by addressing client concerns promptly and offering solutions that met their needs.
- Maintained detailed records of project progress, expenses, and communications for accurate invoicing and future reference.
- Evaluated customer needs and feedback to drive product and service improvements.
Senior Outlet Operations Manager
Hotel ZaZa
01.2023 - 07.2023
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- 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.
- Developed and maintained relationships with external vendors and suppliers.
- Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Analyzed and reported on key performance metrics to senior management.
- Facilitated smooth collaboration between departments through clear communication channels.
- Managed budgets effectively, consistently delivering projects on-time and within financial constraints.
- Identified and resolved unauthorized, unsafe, or ineffective practices.
- Handled staff training initiatives aimed at upskilling the workforce to meet dynamic industry demands.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Reported issues to higher management with great detail.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
Assistant General Manager
Casa De Palmas
04.2021 - 12.2022
- Handled cash accurately and prepared deposits.
- Motivated, trained, and disciplined employees to maximize performance.
- Collaborated with the General Manager on marketing initiatives to increase brand awareness and drive sales growth.
- Increased customer satisfaction by addressing and resolving concerns in a timely manner.
- Managed financial aspects of the business, including budgeting, forecasting, and cost control for optimal profitability.
- Oversaw inventory management processes to maintain proper stock levels and minimize spoilage or waste.
- Developed and implemented new operational procedures, streamlining daily tasks and improving overall efficiency.
- Mentored staff members, fostering a supportive work environment that enhanced employee performance and retention.
- Managed team schedule with eye for coverage needs and individual strengths.
- Analyzed customer feedback data to identify areas of improvement and develop solutions.
- Monitored facility maintenance needs, coordinating repairs and upgrades as necessary to keep operations running smoothly.
- Ensured compliance with all health department regulations by implementing strict sanitation guidelines throughout the establishment.
- Raised property accuracy and accountability by creating new automated tracking method.
- Implemented innovative programs to increase employee loyalty and reduce turnover.
- Reduced operational risks while organizing data to forecast performance trends.
- Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality.
- Updated and resolved incidents and managed accessorial charges objectively while maximizing profit.
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
- Identified and qualified customer needs and negotiated and closed profitable projects with high success rate.
- Tracked trends and suggested enhancements to both challenge and refine company's product offerings.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Reported issues to higher management with great detail.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Trained and guided team members to maintain high productivity and performance metrics.
- Assisted in recruiting, hiring and training of team members.
- Analyzed sales data to identify and capitalize on trends, driving revenue growth.
- Improved operational workflows, resulting in smoother running of establishment.
- Upgraded technology systems, enhancing overall business efficiency and customer interaction.
- Managed scheduling and payroll, optimizing labor costs while maintaining staff satisfaction.
- Facilitated team meetings to discuss targets and strategies, fostering collaborative work environment.
- Implemented cost-saving measures without compromising on quality, boosting bottom line.
Education
Bachelor of Arts - Accounting And Business Management
Western Governors University
Salt Lake City, UT12.2026
Associate of Arts - Business Administration And Management
Tarrant County College District
Fort Worth, TX05.2019
Associate of Applied Science - Theology
Free Gospel Bible Institute
Export, PA05.2010
Skills
- Client Relationship Building
- Workload Management
- Deadline Adherence
- Safety Compliance
- Employee Scheduling
- Staff Training and Development
- Health and safety compliance
- Guest Relations Management
- Revenue management
- Guest satisfaction tracking
- Complaint Handling
- Luxury Service Standards
Accomplishments
- Handled all cash and credit cards for payment, resulting in zero errors over the course of 10 months.
- Created continuous revenue streams for the resort by promoting an array of services to guests and clients including spa, salon, upscale restaurants, and the casino.
- Carefully mentored newly hired employees on customer service techniques which helped improve focus on guests and visitors.
- Promoted the hotel as a wedding destination on social media and online ads which increased the number of such events by 45%.
- Acquainted hotel guests with resort amenities at check-in effectively decreasing the percentage of calls to the front desk by 50%.
- Implemented strategic organizational systems and records management methodology to improve confidentiality, integrity and availability of critical business data.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Volunteer
- Hospitality Team at Real Life Community Church in New Braunfels, TX.
- Children's Church Teacher at Rock of Ages Assembly of God in Pharr, TX.
- Feed the Need Ministry Volunteer in Denton, TX.
Languages
Spanish
Limited Working
Timeline
Independent Contractor
Private Employers
10.2023 - Current
Senior Outlet Operations Manager
Hotel ZaZa
01.2023 - 07.2023
Assistant General Manager
Casa De Palmas
04.2021 - 12.2022
Bachelor of Arts - Accounting And Business Management
Western Governors University
Associate of Arts - Business Administration And Management
Tarrant County College District
Associate of Applied Science - Theology
Free Gospel Bible Institute