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Resume posted by Roberto Guerra in Hospitality.
Desired position type: Full-Time.
Location: Stann Creek District Belize

Contact Roberto Guerra

Summary

I am a very hardworking, dedicated, goal-oriented professional with a passion for the Hospitality and Service Industry

Specialties

  • creating company policies,
  • Ezee Front Desk System,
  • Fidelio Front Office Operating System,
  • Micros E7 Restaurant Software,
  • Micros Ezee Restaurant Software,
  • Orchid Reservation System,
  • Public speaking,
  • QuickBooks,
  • Resort Data Processing (RDP) Reservation system,
  • Room Master Reservation System,
  • Team Management,
  • writing contracts

Skills

  • Good written/ verbal Communication
  • interpersonal skills
  • flexible
  • Attention to detail
  • customer service professional
  • Hard- working
  • Reliable
  • Certified by the BTB in:
  • • Customer Relations
  • • Communication Skills
  • • Culinary Arts
  • • House Keeping
  • • Food and Beverage services
  • • Restaurant server
  • • Banquet Server

Spoken Languages

  • Proficient in written and oral English and Spanish.

Education

Stann Creek Ecumenical Junior College
A.A Tourism and Hospitality Management
August 2009- May 28th, 2011
Relevant Course Work: Small Business Management, Marketing, Economics, Business organization and management, Introduction to Information Technology systems, Information Systems1 & 2, Introduction to Tour Guiding, Food and Beverages, Fundamental Ecological Principles, Caribbean Studies, Communication Studies, Belizean History, Spanish.

Stann Creek Ecumenical High School
Diploma
Tourism and Hospitality Management
September 2005- June 12th, 2009
Relevant Course Work: Culinary Arts, House Keeping, Communication Skills, Customer Relations, Human and Social Biology, Principles of Business.

Light of the Valley Baptist Primary School
Primary School certificate
September 1997- June 2005

Experience

General Manager
Jaguar Reef Lodge/ Almond Beach Resort & Spa/ Villa Margarita (ViVA BELiZE)
August 1 2016 – Present
Duties Include: Oversees the operation of the all property departments. Promotes both Guarantee of Fair Treatment and Open Door policies. Ensures a viable key control program is in place, sales and activity reports, and other performance data to measure productivity and goal achievement and to determine areas needing cost reduction and program improvement. Complies with all corporate accounting procedures. Leads by example demonstrating self-confidence, energy and enthusiasm. Assists/teaches team managers scheduling (using Scheduling Tool) against guest and hours/occupied room goals. Makes sure that staffing levels are appropriate to exceed guest expectations. Sets clear performance expectations with the Regional Director. Assists team supervisors with constructive coaching and counselling. Solicits feedback for continuous improvement. Motivates and encourages staff to solve guest and employee related concerns. Provides excellent customer service by being readily available/approachable for all guests. Takes proactive approaches when dealing with guest concerns. Assists employees in understanding guests’ ever-changing needs and expectations, and how to exceed them. Ensures orientations for new team members are thorough and completed in a timely fashion. Takes proactive approaches when dealing with employee concerns. Performs other duties as assigned and needed.

Resort Manager
La Beliza Island Resort, 8 Miles North San Pedro (ViVA BELiZE)
September 13 2014 – Present
Duties Include: Increase management’s effectiveness by recruiting, selecting, orienting, training, coaching, counselling, and disciplining managers; communicating values, strategies, and objectives; assigning accountabilities; planning, monitoring, and appraising job results; developing incentives; developing a climate for offering information and opinions; providing educational opportunities. Accomplishes subsidiary objectives by establishing plans, budgets, and results measurements; allocating resources; reviewing progress; making mid-course corrections.
Coordinates efforts by establishing procurement, production, marketing, field, and technical services policies and practices; coordinating actions with corporate staff. Builds company image by collaborating with customers, government, community organizations, and employees; enforcing ethical business practices. Maintains quality service by establishing and enforcing organization standards. Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies. Contributes to team effort by accomplishing related results as needed.

Front Office Manager/ Concierge
Black Orchid Resort and Spa/ Belize R US Resort & Tours, Burrell Boom Village
March 2014 – September 2014 (Part Time)
Duties Include: Answering enquiries pertaining to hotel services, shopping, dining, entertainment, tours and activities and travel directions. Arrange tours, flights, transfers or restaurant reservations for guests. Observing, receiving, and otherwise obtaining information from all relevant sources. Communicating with people outside the organization, representing the organization to customers, the public, government, and other external sources. Alleviate guest complaints. Create standards, work ethics and core values for staff. Create Manual for department to ensure proper standards at the Front Desk. Screen, Interview, Hire and train potential staff
Food and Beverage Manager
El Secreto Resort, San Pedro
November 2013 – March 2014 (5 months part time)
Duties Iclude- Managing and training a team of 20 staff. Implemement policies and procedures to ensure success in the department. Ensure that the guests expectations are exceeded at all times. Liase with business partners to bargain for competitive rates as far as purchasing is concerned. Develop new menus for Restaurant and Bar. Manage inventory for both kitchen and bar. Manage stock taking on a weekly basis. Screen, interview and hire competitve employees that will be assets to the department. Interact with guests during dinner service and promote tours leading to possible guest booking for excursion.

Food and Beverage Manager
Jaguar Reef Lodge/ Almond Beach Resort (ViVA BELiZE)
May 16 2013 – October 18th, 2013
Duties include: To ensure that the customer promise is delivered and that customers are satisfied within the framework of financial targets set. To ensure that guests receive high quality service and that the applicable regulations are complied with. Supervising Food & Beverage staff ensuring all standards and procedures are met and ensure adherence to food presentation and standards. Liaison with Operations staff and facility supervisors/managers to ensure restocking and equipment maintenance needs is communicated to the Operations Co-ordinator. Hands-on operation in food and beverage facilities when required. Ensure that food and beverage facilities are set up according to company standards and that they are cleaned thoroughly at the end of shift. Closely monitor staff performance and ensure that high standards of cleanliness and hygiene are maintained throughout all work areas. Discuss work methods with a view to on-going improvements and communicate areas of concern to the food and beverage management team. Train Food and Beverage staff. Responsible of inventory control and purchasing.

Front Desk Manager
Jaguar Reef Lodge/ Almond Beach Resort (ViVA BELiZE)
January 1 2013- May 15 2013
Duties include: Improve relations/communications between the Front Desk and other departments in order to provide the highest level of guest service. Counsel, evaluate and help staff members to reach their highest potential and level of job performance. Perform other related duties as assigned or requested by Directors. Review all work done by the Front Desk and sign off on all follow-ups Review the following reports on a daily basis. Oversee the setting up of the house as well as pre-registration of VIP’s. Be informed on a daily basis on all in-house activities and groups and ensure that all staff members are also aware of all activities. Ensure that all equipment functions properly and that adequate supplies are on hand. Review FRAF (Future Rooms Availability Forecast) and use this information effectively in order to maximize room availability. Verify that accurate room status counts are taken at the proper times ad that the information is relayed to those concerned. Schedule and supervise the Front Desk staff and offer assistance whenever it is needed. Maintains and enforces high level of customer service at all times. Plans, coordinates and continually monitors activities of employees.

Human Resources Manager
Ka’ana Boutique Resort & Spa
February 2012 to December 31 2012
Duties include: Maintaining complete knowledge of and comply with all departmental policies/service procedures/standards. Maintain positive staff relations at all times. Resolve staff complaints, ensuring productivity. Monitor and maintain cleanliness, sanitation and organization of assigned work areas. Prepare weekly work schedules in accordance with staffing guidelines and labor forecasts. Adjust schedules throughout the week to meet the business demands. Ensure that staff report to work as scheduled. Tour each department daily; look for safety hazards and check staff adherence to hotel policies and procedures. Monitor the staffs’ interaction with guests and employees; resolve faults with respective personnel, Review Human Resources log books daily, ensuring information is kept current and accurate. Maintain files on all current laws regarding Human Resources on: Wage and Hour, Union, Workers Compensation, Immigrations
Maintain and update the M.O.D. manual with accurate procedures/information relative to Human Resources. Develop and maintain current job descriptions for all hotel positions. Place newspaper ads for job openings. Interview all applicants for management positions and submit recommendations. Create incentive programs and manage budget to ensure longevity.

FRONT DESK (When required)
Ka’ana Boutique Resort and Spa

Duties include: Maintain complete knowledge of and comply with all departmental policies/service procedures/standards. Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day. Maintain positive guest relations at all times. Resolve guest complaints ensuring guest satisfaction. Be aware of daily house count and expected arrivals/departures. Complete Night Audit. Prepare House Status daily. Complete Daily revenue reports for accounts. Receive welcome letters for all arrivals from Guest Services Manager/ MOD. Coordinate tours, transfers, drivers for the following day. Review all chits on guest billing folios in Fidelio system. Prepare bills along with signed check-out letters for departures. Process all guest check-ins in the Fidelio System. Confirm reservation in system and review all noted information. Register guests in the computer. Obtain back-up information for guest credit/payment method and input into system; collect cash when designated.

Assistant Manager
Thatch Caye Island Resort
September 2011 to February 2012
Duties include: Maintain complete knowledge of and comply with all departmental policies/ service procedures and standards. Planning and organizing accommodation, catering and other hotel services. Managing budgets, waste control and scheduling. Recruiting and monitoring staff. Planning work schedules for individuals and teams. Dealing with customer complaints and comments and addressing problems and troubleshooting. Ensuring events and conferences run smoothly. Supervising each department and ensuring they are being productive. Carrying out inspections of property and services
Macaroni Hill View Hotel
Internship
March 2011- April 2011

Cuellar’s Catering Services
Dining Supervisor
December 2007- December 2010
Overseeing the entire operations at weddings, Birthdays and other functions

Cahal Pech Village Resort
Waiter, Housekeeping, Front Desk, Bartending, Kitchen, Maintenance
November 2008- December 2008

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