SANDRA GUERRERO
Moreno Valley,CA
Summary
Highly efficient and self-motivated individual with 11 years of managerial experience in the hospitality industry. Skilled in leading teams and fostering their development. Possessing strong communication abilities, excelling in conveying information and ideas clearly to ensure smooth collaboration among team members. With a forward-thinking mindset, adept at analyzing complex situations and costs, enabling informed decisions that drive profitable outcomes.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Beverage Manager
YAAMAVA' RESORT AND CASINO AT SAN MANUEL
05.2022 - Current
- Closely monitors customer satisfaction, and addresses and resolves customer complaints promptly and professionally in alignment with Yaamava’ Resort and Casino service standards
- Adheres to Yaamava Brand Standards and ensures team members are trained in all requirements
- Ensures that cleanliness and sanitation standards, consistent with established codes, are met at all times
- Directs internal and external investigations in conjunction with Human Resources to gather, analyze and document factual information regarding incidents and losses, identify responsible parties, and identify gaps or failures in internal control processes
- Developed ongoing training initiative to improve on boarding process
- Established strong relationships with internal departments to improve the overall guest experience
Beverage Assistant Manager
YAAMAVA' RESORT AND CASINO AT SAN MANUEL
01.2022 - 05.2022
- Responsible for the operations throughout the Casino floor, to include The Vault kitchen and In Room dining Kitchen
- Closely monitoring C1S to make certain calls are being answered and service is being provided in a timely manner
- Able to resolve any need or concern to ensure guest retention and satisfaction
- Closely works with employees to train, develop, coach, and mentor
Slot Floor Supervisor
YAAMAVA' RESORT AND CASINO AT SAN MANUEL
02.2021 - 01.2022
- Maintains working knowledge of electronic gaming machines, slot accounting system, slot ticketing system, and servicing dispatching system, and applies respective knowledge in order to maximize slot revenue and promote the highest level of service excellence
- Oversees assigned zone(s) of gaming machines with staffing levels of up to50 employees at a time
- Promotes compliance towards all applicable rules and regulations including, but not limited to, Gaming Commission Regulations, Slot Standard Operating Procedures, General Administration Policies and Procedures, Title31 Bank Secrecy Act, and company handbook
- Utilizes conflict resolution skills, as well as surveillance data and slot systems to make proper determinations when resolving claims and disputes
- Resolves conflicts and complaints over customers while maintaining a professional environment and promoting department and enterprise goals
Manager
BLACK ANGUS STEAKHOUSE
11.2019 - 03.2020
- Exhibited diplomacy and calmness under pressure to resolve all guest complaints and concerns
- Worked with General Manager in planning, budgeting, preparation and achievement of periodic and annual financial plans (i.e., restaurant's sales, cash flow, and food, beverage, labor, maintenance and supply costs)
- Supervised on all assigned shifts, restaurant's accounting, cash-handling, record-keeping, security and reporting procedures
- Constantly trained, coached, operated and counseled Team Members to ensure the continual development and improvement of operational skills to deliver great guest experiences
- Lead and motivate all Team Members to achieve a well-functioning and stable team
Manager
BUFFALO WILD WINGS
12.2018 - 11.2019
- Effectively handled guest complaints during shifts, turning unsatisfied guests into satisfied guests
- Ensured guest satisfaction, engaged guest loyalty and promoted responsible alcohol service, through effective shift execution
- Conducted interviews or walk-in candidates and orientations for new team members
- Sourced and recruited key talent for all areas of the business
- Ensured training programs are followed for team members in new positions, with specific responsibility for FOH training
- Handled shift-by-shift counseling of team members and any termination decisions
Beverage Supervisor
YAAMAVA' RESORT AND CASINO AT SAN MANUEL
09.2017 - 12.2018
- Responsible for maintaining professional customer service standards as stated in the San Manuel mission, vision and values contained in the Food & Beverage Departmental Handbook
- Delivered best service to all guests, and followed-up with team to ensure they are creating an inviting and memorable experience
- Effectively resolved complaints, grievances, and other matters involved in the day-to-day administration
- Interviewed, hired, trained and promoted employees, assigned reviewed and directed work; evaluated and appraised performance; rewarded and disciplined employees; addressed complaints and resolved problems
- Created a positive learning environment by delivering clear, specific, timely and respectful guidance, coaching and counseling to team members
Manager on Duty
BLACK ANGUS STEAKHOUSE
06.2013 - 12.2017
- Delivered superior service and maximize customer satisfaction
- Respond efficiently and accurately to customer complaints
- Approves staff performance and provide feedback to improve productivity
- Organize and supervise shifts
Education
Associate of Animation -
Brooks College
09.2005
Skills
- Computer literate - Microsoft Word / Excel / Outlook / InfoGenesis / Eatec / Syncros
- Customer complaint resolution
- Teamwork and collaboration
- Problem-solving
- Reliable and responsible
- Collaboration and teamwork
- Multitasking Abilities
- Excellent communication
- Critical thinking
- Organizational skills
- Active listening
- Adaptability and flexibility
- Decision-making
- Relationship building
Certification
- TIPs Certification : Expiration01/2025
- ServSafe Manager : Expiration06/2028
Languages
Spanish
Professional Working
Timeline
Beverage Manager
YAAMAVA' RESORT AND CASINO AT SAN MANUEL
05.2022 - Current
Beverage Assistant Manager
YAAMAVA' RESORT AND CASINO AT SAN MANUEL
01.2022 - 05.2022
Slot Floor Supervisor
YAAMAVA' RESORT AND CASINO AT SAN MANUEL
02.2021 - 01.2022
Manager
BLACK ANGUS STEAKHOUSE
11.2019 - 03.2020
Manager
BUFFALO WILD WINGS
12.2018 - 11.2019
Beverage Supervisor
YAAMAVA' RESORT AND CASINO AT SAN MANUEL
09.2017 - 12.2018
Manager on Duty
BLACK ANGUS STEAKHOUSE
06.2013 - 12.2017
- TIPs Certification : Expiration01/2025
- ServSafe Manager : Expiration06/2028
Associate of Animation -
Brooks College
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