Reliable Area Manager successful at operating in high-volume, fast-paced environment. Skilled in leading teams to meet objectives on stringent timelines. Empowering leader with superior communication and collaboration abilities demonstrated over 20 years of management performance.
Hi, I’m
Rafael Mercado
Riverdale,GA
Summary
Overview
25
years of professional experience
Work History
First Choice Commercial Cleaning
Area Manager
01.2021 - Current
Job overview
- Overseeing the operations of Tampa, FL commercial cleaning retail stores
- Conduct regular on-site inspections and written reports
- Knowledge in all major building areas including restroom sanitation, office cleaning, carpet care, hard floor care, equipment operation and maintenance, and chemical knowledge
- Ensure compliance with internal and external policies and regulations
- Planning operations activities
- Safety QA sites visits
- Conduct all standards and competencies per Job Description
- Candidate Screening and hiring processes
- Preparation and Execution of onboarding and training plans
- Payroll processing
- Site visits to ensure safety compliance
- Collaboration with HR department to ensure the compliance of policies and procedures
- Outstanding organizational and leadership skills and credibility
- Client management satisfaction
- Strong motivation to achieve results and meet recruiting goals
- Ability to work in a fast-peace environment and maintain a sense of urgency
- Department inventory control and ordering inventory according to budget and client necessities
- Interviews and recruitment
- Beeline, Sysco, Edge, Back Office, U-Attend platforms
- Customer strategy and Staff rules implementation
- Daily meetings
- Detailed and organized professionalism
- Disciplinary actions.
- Supervised 7 locations to enforce high-quality standards of operation.
Resort Housekeeping Services
Housekeeping Manager
01.2020 - 01.2021
Job overview
- Housekeepers Morning meetings
- 7 Steps Standard, Supervisor Training, monitoring, Master-talk
- Safety standards and Training
- QA audits, daily inspections - rooms and public areas
- Recruit, hire and train department team members on the site or events
- Assign Housekeeping and Supervisor tasks
- General Manager and management communication
- Strong leadership, HR practice orientations
- Clients and guest service, verbal and written communication
- Inventory control levels.
- Conducted regular performance evaluations for housekeeping staff, identifying areas for improvement and providing constructive feedback for professional development.
- Investigated customer complaints promptly, seeking timely resolutions to maintain positive guest experiences throughout their stay at the hotel.
- Completed schedules, shift reports, and other business documentation.
- Coordinated household cleaning service operations and managed client relations.
- Developed a strong network within the housekeeping community to stay informed about best practices and industry trends for continuous improvement in department operations.
- Managed laundry sorting, washing, drying, and ironing.
- Conducted regular room inspections to verify compliance with housekeeping standards.
- Increased employee performance through effective supervision and training.
Marquis Atlanta
Property HK Manager
01.2016 - 01.2020
Job overview
- Property standards of cleanliness using company guide
- Supervise housekeepers, lobby attendant and houseman
- Addresses 100 employees and guests' complaints regarding housekeeping service and company policy
- Reports accidents, room repairs, and room rush emphasis
- Records 50 daily inspection results and inform inadequacies
- Verifies staffing is appropriate for business levels
- Operate company property management Rex system
- Handles all pertinent procedures
- Communicates with appropriate department when necessary
- Conduct pre-shift meetings
- Rex System program for address the RA productivity, room control and housekeeping accountability.
- Managed and motivated employees to be productive and engaged in work.
- Maintained professional, organized, and safe environment for employees and patrons.
- Communicated clearly with employees, suppliers and stakeholders to keep everyone on same page and working toward established business goals.
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
Waldorf Astoria Resort
Housekeeping Team Leader
01.2016 - 01.2020
Job overview
- Property standards of cleanliness using company guide
- Supervise 85 housekeepers, 4 lobby attendant and 5 houseman
- Addresses employees and guests' complaints regarding housekeeping service and company policy
- Reports accidents, room repairs, and room rush
- Records 20 daily inspection results and inform inadequacies
- Verifies staffing is appropriate for business levels
- Handles all pertinent procedures
- Conduct pre-shift meetings
- Able to communicate clearly with guests, customers, all company members with education and must be able analyze data to make appropriate judgement
- Budget control, inventory control, place orders, linen inventory
- Rex, On-Q programs for ensure room quality, room control and housekeeping accountability
- 2016 Laundry Attendant, 2018 Room Attendant, 2019 Store Clerk, 2020 supervisor.
- Managed team productivity and workflow to exceed quality standards.
- Increased overall cleanliness scores through consistent monitoring of guest feedback reports from online platforms.
- Established clear communication lines between housekeeping, front desk, and maintenance departments, resulting in faster resolution of guest concerns.
- Evaluated employee performance and developed improvement plans.
- Created a performance evaluation system that allowed for regular feedback and acknowledgment, boosting employee productivity as well as job satisfaction.
Forever XXI
Manager
01.2016 - 01.2018
Job overview
- Oversaw and maximized store volume and profit in accordance with store/company goals $15M through excellent staffing, customer service and attention to detail in a fast-paced environment; Ensured service, merchandising, and operational standards are met through company-defined practices and processes
- Monitored results by creating short-term and long-term strategies, processes, and events that ensure a positive in-store experience for both our store team and customers
- Led talent selection, training, coaching, engagement, retention, and recognition initiatives for all store employees; Deliver annual performance reviews for 50 team members to promote progress and result against key targets
- Federal Laws adjudication and discretion in: A.D.A, FMLA, Military Services, etc.
- Employees and management hard copy record control, keeping and filing.
- Maintained professional, organized, and safe environment for employees and patrons.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Onboarded new employees with training and new hire documentation.
- Communicated clearly with employees, suppliers and stakeholders to keep everyone on same page and working toward established business goals.
- Reduced operational costs through comprehensive process improvement initiatives and resource management.
Barranquitas City Hall
Bookkeeper - Finance Department
01.2015 - 01.2016
Job overview
- Perform responsible work of a clerical nature in municipal and utility accounting, bookkeeping and finance and does related work; Organize public actions for the bidding system of the City Hall
- Comprehensive knowledge of accounting and auditing principles, A/P, A/R, payroll, general ledger postings, invoicing, taxation issues, and regulatory compliance guidelines
- Expertise in developing and delivering monthly, quarterly, and annual Profit and Loss statements and Balance Sheets for management within strict deadlines
- Procurement requisitions, process orders, invoices, and shipment tracking.
- Classify Information and financial management
- Maintained and processed invoices, deposits, and money logs.
- Managed accounts payable and receivable activities, maintaining vendor relationships and positive cash flow.
- Monitored incoming payments from clients, ensuring prompt application of funds against outstanding invoices.
- Prepared monthly bank reconciliations to ensure accurate representation of company''s financial position.
- Tracked expenses and income for businesses while organizing and maintaining bank statements for checking accounts.
Denny's
Manager
01.2010 - 01.2015
Job overview
- Estimate food and supply needs, oversee placement of orders
- Hire, train, and supervise managers and staff; Manage budget, administer payroll, and ensure operations remain within budget; Organizing marketing activities, such as promotional events and discount schemes
- Preparing reports at end of shift/week, including staff control, food control and sales.
- Managed and motivated employees to be productive and engaged in work.
- Communicated clearly with employees, suppliers and stakeholders to keep everyone on same page and working toward established business goals.
- Developed and maintained relationships with customers and suppliers through account development.
- Improved marketing to attract new customers and promote business.
- Launched new products and services with thorough market research, leading to increased revenue growth.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
Ponderosa Steak House
Store Manager
01.2000 - 01.2010
Job overview
- Managing and motivating a team to increase sales and ensure efficiency
- Provide, organize training and production development
- Managing stock levels and making key decisions about stock control
- Ensuring QA, customer service and health and safety are met, analyze sales figures and forecast.
- Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
- Improved customer satisfaction through staff training in customer service and product knowledge.
- Managed financial aspects of store operations, including budget planning, expense tracking, and accurate record-keeping to maintain fiscal responsibility.
- Increased store profitability by implementing cost-saving measures and efficient inventory management strategies.
- Organized special events such as seasonal sales promotions to drive foot traffic into the store and increase sales opportunities.
- Developed strategies for attracting new customers by analyzing demographic data and conducting targeted marketing initiatives.
Education
Florida Atlantic UniversityBoca Raton, FL
Certificate in Hospitality & Tourism Management
01.2020
University Overview
Metropolitan UniversityOrlando, FL
M.B.A. in Management Human Resources
01.2018
University Overview
Caribbean UniversityBayamon, PR
B.B.A. in Business Management
01.2016
University Overview
Skills
- Staff Management
- Operations Management
- Relationship building and management
- Team Development
- Staff Training and Development
- Staff Scheduling
- Territory Management
- Strategic Planning
- Budget Management
- Time Management
- Human Resource Management
- Recruiting and Hiring
Career Enhancements
Career Enhancements
- Excellent Customer Service
- Performance Management
- Talent Acquisition/Training
- New Hires/Onboarding
- Problem Solving Skills
- Records Management
- Organizational Development
- Deadline Management
- HR Compliance
- Employee Benefits orientations
- Client/Vendor Relationships
- P & L Management
- Bilingual: English (75%) /Spanish (100%)
- Microsoft Suite Proficient
Diplomas / Certificates
Diplomas / Certificates
- Hospitality & Tourism Management Certificate - 2020
- M.B.A. Human Resources Management - 2018
- B.B.A. Business Management - 2016
- Five Levels of Leadership Certificate
- Applying effective communication to manage projects
- Managing different generations in the workplace
- A true leader inspires, influences, and achieves results
- Career development
- Customer retention management
- Waldorf Astoria Resort, Orlando, FL - Emergency Procedures Certificate
- Waldorf Astoria Resort, Orlando, FL - Outstanding Performance 2018 Certificate of Excellence
- Waldorf Astoria Resort, Orlando, FL - Most Beautiful Bed Maker Award
- Waldorf Astoria Resort, Orlando, FL - Store Clerk Outstanding year evaluation - 2019
Languages
English
Professional Working
Spanish
Native or Bilingual
Timeline
Area Manager
First Choice Commercial Cleaning
01.2021 - Current
Housekeeping Manager
Resort Housekeeping Services
01.2020 - 01.2021
Property HK Manager
Marquis Atlanta
01.2016 - 01.2020
Housekeeping Team Leader
Waldorf Astoria Resort
01.2016 - 01.2020
Manager
Forever XXI
01.2016 - 01.2018
Bookkeeper - Finance Department
Barranquitas City Hall
01.2015 - 01.2016
Manager
Denny's
01.2010 - 01.2015
Store Manager
Ponderosa Steak House
01.2000 - 01.2010
Florida Atlantic University
Certificate in Hospitality & Tourism Management
Metropolitan University
M.B.A. in Management Human Resources
Caribbean University
B.B.A. in Business Management
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