Michelle Liza Ovando
Flagler Beach,FL
Summary
Dynamic leader with proven success at Best Western University Inn, enhancing operational efficiency and elevating customer satisfaction. Skilled in staff management and operations management, I spearheaded initiatives that significantly improved team performance and service delivery. Expert in fostering employee development and customer relationships, achieving record-high satisfaction scores.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Assistant General Manager
Best Western Universit Inn
12.2010 - 09.2024
- Coordinated scheduling for maximized staff productivity.
- Fostered a collaborative environment for enhanced team performance.
- Addressed service gaps to promote seamless customer experiences.
- Streamlined operational processes by identifying inefficiencies.
- Implemented strategic initiatives for improved employee engagement.
- 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.
- Resolved problems promptly to elevate customer approval.
- 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.
- Managed financial aspects of the business, including budgeting, forecasting, and cost control for optimal profitability.
- Mentored staff members, fostering a supportive work environment that enhanced employee performance and retention.
- Ensured compliance with all health department regulations by implementing strict sanitation guidelines throughout the establishment.
- Assisted in the recruitment, hiring, and onboarding process for new employees to build a skilled workforce committed to excellence in service delivery.
- Managed team schedule with eye for coverage needs and individual strengths.
- Enhanced communication among team members through regular meetings, promoting an open dialogue about challenges and opportunities for improvement.
- Oversaw inventory by ordering precise quantities of stock and executing corrective actions to drive profitability.
- Optimized scheduling practices to ensure appropriate coverage during peak hours while minimizing labor costs.
- Developed and executed strategies to improve guest experience, resulting in positive customer reviews and increased repeat business.
- Enforced quality assurance protocols to deliver ideal customer experiences.
- Collaborated with other department managers on cross-functional projects, fostering a cooperative atmosphere that drove overall organizational success.
- Improved operational workflows, resulting in smoother running of establishment.
- Developed partnerships with local businesses, expanding brand's presence and community involvement.
- Led team to achieve record-high customer satisfaction scores through dedicated service and attention to detail.
- Upgraded technology systems, enhancing overall business efficiency and customer interaction.
- Assisted in recruiting, hiring and training of team members.
Event Coordinator
Lake Worth Golf Course
01.2003 - 08.2009
- Coordinated logistics for multiple events for seamless execution.
- Gathered feedback from clients post-events to improve future planning processes.
- Adapted quickly when faced with unexpected challenges or changes in plans, maintaining composure while finding effective solutions.
- Established positive relationships with clients, ensuring their needs were met throughout the event planning process.
- Handled crisis management situations promptly, minimizing negative impact on event outcomes and client satisfaction.
- Coordinated with vendors to deliver exceptional catering and audiovisual services during events.
- Secured high-quality entertainment acts, enhancing attendee enjoyment and generating buzz around events.
- Utilized social media channels to engage potential attendees and generate interest.
- Coordinated schedules and timelines for events.
Education
Associate of Arts - Communications
FAU Boca Raton, FL
Boca Raton, FL05-1998
Skills
- Staff management
- Inventory control
- Operations management
- Staff development
- Customer relationship management (CRM)
- Human resources
- Customer retention
- customer service guest satisfaction
- hands on training of all front desk personel
- Hands on training of various department personnel make sure they adhere to industry standards
- Customer service management
- Respond to all Social media reviews both (positive and constructive) provide resolutions in timely manner
- Team leadership
- Quality assurance
- Employee reviews
Certification
- ServSafe Food Handler's Certification
- Certified Front desk Manager FHLA
- Certified Housekeeping Manager BWI
- Sales Champion BW Hotels
Languages
English
Full Professional
Spanish
Full Professional
Timeline
Assistant General Manager
Best Western Universit Inn
12.2010 - 09.2024
Event Coordinator
Lake Worth Golf Course
01.2003 - 08.2009
Associate of Arts - Communications
FAU Boca Raton, FL
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