Willie Morales
Orlando,FL
Summary
Operations and team leadership professional with 5+ years of experience training and developing employees across high-volume hospitality, restaurant, and warehouse environments. Experienced in leading teams of 20+ employees and managing operations generating approximately $20K in daily sales. Proven track record of driving team performance, optimizing workflows, resolving operational challenges, and delivering strong customer experiences. Bilingual in English and Spanish.
Overview
2
2
Languages
1
1
Certification
10
10
years of professional experience
Work History
Operations & Guest Services Specialist
HILTON GRAND VACATIONS
Orlando, FL
06.2024 - Current
- Managed 35–40 monthly guest consultations in high-volume hospitality and sales environment, coordinating customer needs with operational priorities across resort teams to enhance guest satisfaction.
- Consistently ranks among the Top 3 performers on a team of approximately 30 employees, maintaining an average 96% retention rate against an 80% performance benchmark.
- Coordinated with sales, marketing, operations, and guest services teams to resolve time-sensitive customer and operational issues, ensuring seamless service delivery.
- Resolves escalated guest concerns while balancing customer experience, company procedures, and business objectives.
- Contribute approximately $800K in annual revenue through consultative customer engagement and relationship management.
- Maintain accurate customer records and activity documentation within CRM systems while operating effectively in a metrics-driven environment.
- Trained new team members on customer engagement and operational procedures.
Server
THE CAPITAL GRILLE
Miami, FL
05.2021 - 06.2023
- Delivered high-level service in a fast-paced fine-dining environment while managing multiple priorities and time-sensitive guest requests.
- Coordinated culinary, service, and management teams to ensure smooth operations and meet high guest expectations.
- Managed guest accounts and transactions with accuracy and organization, upholding service standards.
- Resolved service concerns and collaborated with management to implement effective solutions.
- Assisted with training and onboarding new team members on service standards, operational procedures, and guest experience expectations.
Operations Manager
COYO TACO
Miami, FL
01.2020 - 07.2022
- Led, coached, and developed a team of 20–front-of-house and back-of-house employees while overseeing daily operations generating approximately $20K in sales.
- Managed employee onboarding, hands-on training, coaching, and ongoing development to ensure team members understood operational procedures, service standards, and performance expectations.
- Coordinated staffing, scheduling, and shift assignments to align with business volume and operational needs.
- Monitored daily sales and operational performance, adjusting staffing and workflows to meet business demand.
- Provided ongoing performance feedback, addressed employee concerns, and helped improve individual and team performance.
- Resolved customer and operational issues while making real-time decisions to maintain efficient operations and service standards.
- Managed inventory levels, product ordering, and vendor coordination to ensure product availability and minimize waste.
- Maintained compliance with food safety, sanitation, workplace safety, and company operating standards.
- Supported payroll administration, scheduling, timekeeping, and employee records.
Lead Supervisor
ECLIPSE WAREHOUSE
Miami, FL
06.2020 - 08.2021
- Supervised and coordinated daily activities for 10–20 warehouse associates in high-volume distribution environment, ensuring efficient support of Amazon overflow operations.
- Assigned workloads and coordinated associates across receiving, loading, unloading, inventory movement, order fulfillment, and shipment staging to optimize workflow and meet operational demands.
- Monitored employee productivity and workflow, providing direction and adjusting assignments to consistently achieve daily operational targets.
- Trained and developed new and existing associates on warehouse procedures, equipment use, productivity expectations, order fulfillment, and workplace safety.
- Worked hands-on alongside associates during high-volume periods to maintain productivity and meet operational demands.
- Coordinated incoming and outgoing freight while supporting accurate inventory handling and efficient material movement.
- Utilized RF/barcode scanners, manual and electric pallet jacks, and other material-handling equipment.
- Maintained organized, safety-focused work areas and reinforced proper material-handling procedures.
Warehouse Associate
Ace Hardware Lumber Distribution
Miami, FL
01.2017 - 01.2019
- Unloaded and organized shipments of lumber, drywall, concrete, and other construction products to ensure efficient stock management.
- Supported receiving, stocking, inventory, order staging, and material-handling operations for lumber and building materials.
- Picked and staged customer and contractor orders and assisted with loading materials for pickup.
- Conducted inventory counts and verified incoming products through barcode-based processes to maintain accurate stock levels.
- Operated manual and electric pallet jacks, dollies, and other material-handling equipment.
- Routinely handled materials weighing 25–75 lbs and participated in team lifts exceeding 100 lbs.
- Trained new associates on warehouse procedures, material handling, inventory processes, and workplace safety to enhance team readiness.
- Maintained organized work areas and followed established safety procedures.
Education
Mechanical Engineering Coursework -
Florida International University
Miami, FLSkills
- Service Delivery
- Operational Support
- Logistics Coordination
- CRM Software
- Data Entry
- Microsoft Excel
- Microsoft Office Suite
- Google Workspace
- RF Scanners
- Barcode Scanner
- Inventory Documentation
- Operational efficiency
- Team development
- Conflict management
- Hand Trucks
- Dollies
- Conflict management
Certification
- Certified Customer Success Management Professional (CCSMP), Level 1
- HubSpot Service Hub Software Certification
Languages
English
Native/ Bilingual
Spanish
Native/ Bilingual
Timeline
Operations & Guest Services Specialist
HILTON GRAND VACATIONS
06.2024 - Current
Server
THE CAPITAL GRILLE
05.2021 - 06.2023
Lead Supervisor
ECLIPSE WAREHOUSE
06.2020 - 08.2021
Operations Manager
COYO TACO
01.2020 - 07.2022
Warehouse Associate
Ace Hardware Lumber Distribution
01.2017 - 01.2019
Mechanical Engineering Coursework -
Florida International University