VIRGEN MOJICA
Aguadilla
Summary
Highly energetic hotel manager with more than 16 years of experience working in hospitality industry. Successful background with mid-range hotels providing unforgettable service to visitors and clients.
Helpful professional with drive to provide remarkable guest service. Outgoing personality with dedicated problem-solving and understanding of importance of corporate branding.
Excellent team leader consistently achieving and exceeding corporate goals for revenue generation and capacity. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
27
27
years of professional experience
Work History
Hotel Manager
Hotel Mayaguez Plaza, Surestay Collection by Best Western
MAYAGUEZ
12.2007 - Current
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
- Established internal databases and record management systems to enhance accuracy and integrity of documentation and data.
- Booked large groups for weddings, seminars, conferences and other events, providing best available room rates.
- Hired and trained new employees, demonstrating best methods for serving clients and guests.
- Provided services efficiently and with high level of accuracy.
- Offered appropriate reservation options based on expected attendees when coordinating events.
- Provided primary customer support to internal and external customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Controlled costs and optimized spending via restructuring of budgets for labor, capital assets, inventory purchasing and technology upgrades.
- Expanded cross-functional organizational capacity by collaborating across departments on priorities, functions and common goals.
- Achieved or exceeded financial goals on regular basis by controlling expenses, optimizing schedules and regulating inventory usage.
- Conducted monthly inventories of raw materials and components on work floor.
- Evaluated report data to proactively adjust and enhance operations.
- Managed budget implementations, employee reviews, training, schedules and contract negotiations.
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Provided exceptional service and assistance to guests upon check-in.
- Prepared bills for customers and delivered to rooms on day of check-out.
- Increased customer service ratings through personable service.
- Greeted and assisted guests by gathering information pertaining to reservations or requests.
- Coordinated with waitstaff to regularly clean buffet areas and refill hot and cold items quickly.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Developed and implemented performance improvement strategies and plans to promote continuous improvement.
- Oversaw day-to-day operations of 61-room hotel with staff of 25 employees
- Supervised team of 6 front desk agents and helped to resolve issues arising during shifts
Restaurant Manager
Happy Bellys
Isabela, Puerto Rico
07.1997 - 12.2009
- Developed, implemented and managed business plans to promote profitable food and beverage sales.
- Created fun team building activities to engage staff in up-selling to meet revenue targets.
- Purchased adequate quantities of food, beverages, equipment and supplies.
- Actively participated in ongoing customer service programs to build sales and rapport in community.
- Spearheaded regular maintenance and repair operations to keep building and equipment in peak condition.
- Conducted health, safety and sanitation process evaluations to identify and remedy any violations immediately.
- Managed 20-person team of cooks and back of house staff for high-end local tourist restaurant.
- Carefully interviewed, selected, trained and supervised staff.
Education
GED -
La Reinet
Aguadilla Puerto Rico04.2009
Skills
- Guest experiences
- Vendor interaction
- Policy and procedure adherence
- Office and staff streamlining
- Guest accommodations
- Outstanding communication skills
- Marketing
- Brand Management
- Strategic planning and analysis
- Cash Handling
- Telephone etiquette
- Quality assurance
- Talented leader
- Staff supervision
- Bilingual (Spanish/ English) language fluency
- Interpersonal communications
- Critical Thinking
- Team building
- Computer Skills
- Issue and Complaint Resolution
- Creative Problem Solving
- Courteous with Strong Service Mindset
- Understanding Customer Needs
- Multitasking and Prioritization
- Responding to Difficult Customers
- Customer Retention Strategies
- Building Customer Trust and Loyalty
- Efficient and Detail-Oriented
- Customer Account Management
- Calm and Professional Under Pressure
- Upbeat and Positive Personality
- Verbal and Written Communication
- Customer Data Confidentiality
- Team-Oriented and Cooperative
- Computer Proficiency
- Invoice Preparation and Processing
- Membership Inquiries and Renewals
- Establishing and Maintaining Customer Relationships
- Patient and Empathetic
- Cultural Awareness and Sensitivity
- Travel coordination
Accomplishments
- Kept guests calm during Hurricane Ivan through effective communication and dynamic listening skills which prevented serious injuries or fatalities.
- Carefully mentored newly hired employees on customer service techniques which helped improve focus on guests and visitors.
- Achieved # 1 in Guest Satisfaction for J.D Power, for the two consecutive years (2020-2021) by completing Medallia reviews with accuracy and efficiency.
- Supervised team of 25 staff members.
- Achieved a 100% guest feedback through effectively incorporating multitasking departments to become part of the overall experience. Guest satisfaction improvement and positive feedback.
Timeline
Hotel Manager
Hotel Mayaguez Plaza, Surestay Collection by Best Western
12.2007 - Current
Restaurant Manager
Happy Bellys
07.1997 - 12.2009
GED -
La Reinet