Samuel Baez
Orlando,USA
Summary
Results-oriented Operations Manager with 8+ years in hospitality and resort operations. Expertise in team leadership, enhancing guest experiences, and upholding brand standards in dynamic environments. Skilled in service recovery, staff development, and cross-functional collaboration, consistently delivering high-quality service.
Overview
10
10
years of professional experience
Work History
Store Operations & Sales Manager
Full Sail University
Orlando, FL
01.2025 - Current
- Lead daily operations in a high-traffic, guest-facing environment, ensuring service standards, team performance, and operational efficiency.
- Supervise, coach, and develop team members through structured onboarding, performance feedback, and ongoing training.
- Manage staffing, scheduling, and workflow to align with peak traffic and business demands.
- Handle guest concerns and service recovery, ensuring timely and positive resolution.
- Oversee inventory control, vendor relations, and KPI reporting across physical and e-commerce channels.
- Restored full inventory accuracy across a two-year backlog, reestablishing operational control within months.
- Drove 13% year-over-year revenue growth through operational improvements and execution consistency.
- Coordinate campus events and activations, managing logistics, staffing, and seamless execution.
- Collaborate cross-functionally with Marketing, Finance, and Facilities to support campus-wide initiatives.
Store Administrative Assistant - Retail & Merchandising Operations
The Ritz-Carlton Orlando
Orlando, FL
01.2023 - 01.2025
- Managed invoice processing and financial tracking in collaboration with Accounting, ensuring compliance with corporate procedures.
- Improved inventory accuracy from 4% variance to 0% within six months through enhanced auditing and control processes.
- Led initiative to reduce excess inventory within 90 days, improving stock efficiency and availability.
- Developed SOPs and standardized processes to enhance consistency across operations.
- Supported daily operations within a luxury hospitality environment, ensuring alignment with brand standards and guest experience expectations.
- Maintained exceptional presentation standards in guest-facing retail spaces, contributing to the overall property experience.
- Collaborated cross-functionally with front-of-house and operations teams to support seamless guest interactions across the property.
- Resolved guest inquiries and issues with professionalism and urgency, ensuring adherence to service standards.
Recreation Lifeguard Coordinator
Walt Disney World
Orlando, FL
05.2018 - 08.2021
- Supervised daily operations in high-volume resort, ensuring safety compliance and enhancing guest satisfaction.
- Responded to guest concerns and emergencies, providing immediate resolution with professionalism and composure.
- Led, trained, and coached frontline team members, maintaining performance standards and team engagement.
- Managed staffing and shift execution, streamlining daily operations for improved reporting accuracy.
- Partnered with Facilities and Engineering to ensure operational readiness and safety compliance.
Park Services Team Leader
Universal Orlando Resort
Orlando, FL
05.2017 - 01.2018
- Led frontline operations in high-traffic park areas, ensuring cleanliness, safety, and guest service standards.
- Coordinated team assignments and daily workflow, ensuring smooth operations in high-traffic areas.
- Facilitated guest interactions and resolved issues promptly, enhancing visitor experience.
- Collaborated with internal teams to ensure facility readiness and uphold service quality standards.
Housekeeping Internship
Walt Disney World
Lake Buena Vista, FL
06.2016 - 05.2017
- Provided exceptional guest service, enhancing overall guest satisfaction in a globally recognized hospitality environment.
- Coordinated maintenance requests, facilitating timely resolution of guest concerns to improve guest experience.
- Trained team members on service standards and safety procedures, ensuring consistent quality and compliance.
Education
Bachelor of Arts - Communication
Universidad Del Sagrado Corazón
Puerto Rico06-2016
Skills
- Guest Experience & Service Recovery
- Front-of-House Operations
- Team Leadership & Development
- Shift Supervision & Scheduling
- Operations Management
- Cross-Functional Collaboration
- Inventory Management & KPI Tracking
- Process Improvement & Auditing
- Workforce Planning
- Conflict Resolution
Awards
- Silver Whistle Quarterly Award (Walt Disney World)
- Five Star Award Nomination (The Ritz-Carlton Orlando)
Languages
- Spanish
- English
- Portuguese
Timeline
Store Operations & Sales Manager
Full Sail University
01.2025 - Current
Store Administrative Assistant - Retail & Merchandising Operations
The Ritz-Carlton Orlando
01.2023 - 01.2025
Recreation Lifeguard Coordinator
Walt Disney World
05.2018 - 08.2021
Park Services Team Leader
Universal Orlando Resort
05.2017 - 01.2018
Housekeeping Internship
Walt Disney World
06.2016 - 05.2017
Bachelor of Arts - Communication
Universidad Del Sagrado Corazón