Richard Armas
Operations Director
Puerto Vallarta
Summary
Dynamic Operations Director with a proven track record at Chicalocca Tours, adept at strategic planning and relationship building. Enhanced revenue through innovative process improvements and effective employee training, fostering a collaborative environment. Recognized for exceptional leadership and recruitment skills, driving significant cost savings while maintaining high service quality.
Overview
25
25
years of professional experience
Work History
Operations Director
Chicalocca Tours
06.2024 - Current
- Managed financial resources with a focus on cost control, leading to significant savings without compromising service quality.
- Improved company revenue by collaborating with marketing, sales and service departments.
- Built strong relationships with stakeholders at all organizational levels, fostering collaboration between departments for optimal results.
- Reviewed financial and operational reports on regular basis to make effective decisions.
- Designed training programs for employees that resulted in increased skills proficiency and higher workplace morale.
- Developed strategic plans for business growth, enabling the company to expand its market share and increase revenue.
- Collaborated with executives to develop and execute strategic business plans.
- Recruited and hired top talent by selecting qualified individuals to maximize profitability.
- Streamlined operations by implementing efficient processes and policies, resulting in improved productivity and reduced costs.
- Supervised operational processes and procedures for sales, supply chain management, distribution and resourcing.
Vacation Counselor
VI Resorts
09.2014 - 06.2024
- Cultivated a positive work environment by supporting colleagues in their roles and collaborating effectively on joint projects.
- Provided support for guests experiencing travel issues, resolving problems swiftly to minimize disruptions.
- Developed comprehensive knowledge of various vacation products, enabling prompt response to diverse client inquiries.
- Enhanced guest satisfaction by providing personalized vacation recommendations and tailored itineraries.
- Established rapport with guests, fostering long-term relationships and generating referrals.
- Increased sales revenue by skillfully upselling additional services such as excursions or room upgrades where appropriate.
- Secured repeat business by delivering exceptional customer service and addressing concerns promptly.
- Collaborated with team members to develop creative promotions, driving sales growth in competitive markets.
- Utilized strong listening skills to identify clients'' needs accurately before crafting unique solutions that satisfied their preferences.
- Provided customers with best deals and well-researched travel options, successfully negotiating rates while improving customer satisfaction ratings.
- Followed up with customers to increase customer service with travel plans.
Cruise Director
Vallarta Adventures
12.2005 - 09.2014
- Increased revenue by creating innovative marketing strategies for promoting onboard activities and special events.
- Evaluated performance metrics, identifying areas for improvement in programming to enhance overall guest satisfaction.
- Championed diversity and inclusion initiatives within the entertainment department, ensuring representation of various cultures and perspectives in programming offerings.
- Streamlined operations by implementing efficient scheduling systems for staff and performers.
Sport and Entertainment Director
Isla Margarita
04.2001 - 11.2005
- Incorporated social media engagement into event promotion strategies, resulting in increased online presence.
- Cultivated partnerships with local businesses to support sponsorship opportunities and drive community involvement in events.
- Enhanced audience engagement by planning and executing innovative entertainment programs.
- Collaborated with marketing to create and execute strategic plans for promotional, advertising and marketing campaigns.
- Supervised volunteers and sponsors to verify attendance, service quality and adherence to rules and policies.
- Maintained communication with performers to confirm and facilitate arrival.
- Conducted regular performance evaluations for staff members, providing constructive feedback and setting goals for improvement.
- Established a reputation as an innovative Entertainment Director who consistently delivered memorable experiences for guests.
- Managed entertainment schedule and programming to minimize conflict and delays.
- Mentored junior staff members, fostering a culture of continuous learning and professional growth.
- Prepared schedule guides for stage and sounds managers to facilitate production.
- Oversaw logistics for multiple simultaneous events, ensuring seamless coordination between venue staff and performers.
- Managed budgets effectively, ensuring smooth operations and cost efficiency for all events.
- Collaborated with marketing team to drive event ticket sales and increase revenue.
- Guided maintenance and stage crew by delivering information to formulate event set-up.
- Organized performance stage schedules to facilitate event line-up.
Night Manager
LTI Costa Caribe
03.2000 - 09.2001
- Guided and motivated night team by establishing and communicating responsibilities and duties to each team member.
- Secured building for closing by completing run-through of sales floor, turning off electronic systems and turning on alarms.
- Reduced incident rates at property with rigorous enforcement of safety protocols and regular security checks.
- Enhanced security measures, conducting thorough staff training on emergency response protocols.
- Enhanced team performance by providing regular training and promoting a positive work environment.
- Improved team morale, conducting regular training sessions on customer service and conflict resolution.
- Managed staff scheduling, adhering to budget constraints while maintaining excellent service levels during high occupancy periods.
- Maintained close communication with maintenance teams throughout the evening, responding promptly to service requests and ensuring any necessary repairs were completed in a timely manner.
- Monitored compliance with health and safety regulations, reducing potential risks to guests and staff.
- Prepared nightly deposits by accurately counting cash, filling out deposit slips and securing deposit in vault.
- Enhanced guest experience by promptly addressing and resolving nighttime inquiries and issues.
- Streamlined night audit processes for increased accuracy and timely financial reporting.
- Created nightly shift task lists to assign duties to each employee.
- Trained and mentored new and existing staff to achieve best practices.
- Coordinated with maintenance staff to promptly address and resolve any facility issues reported at night, minimizing guest inconvenience.
- Implemented efficient shift scheduling to ensure optimal staff coverage throughout night, improving operational efficiency.
- Assessed and adjusted staffing levels to meet operational demands.
- Optimized energy use during low occupancy periods, contributing to cost savings without compromising guest comfort.
- Maintained meticulous records of nightly operations, aiding in smooth transition between shifts.
- Resolved customer complaints promptly and professionally to maintain satisfaction.
- Implemented cost-saving measures to maximize profit margins.
- Built constructive working relationships to aid staff loyalty, motivation and productivity.
- Handled emergency situations calmly and professionally, coordinating with necessary personnel to ensure guest safety and minimal disruption to their stay.
- Restocked inventory on shelves by unpacking backroom boxes and filling empty space on shelves with appropriate items.
- Established reliable inventory management system for night shift operations, ensuring no shortage of supplies.
- Increased guest satisfaction, responding swiftly to special requests and ensuring amenities were readily available.
- Reduced employee turnover by fostering open communication, providing constructive feedback, and recognizing outstanding performance.
- Managed Number employees in delivering smooth, productive night shift operations.
- Resolved guest complaints effectively, working towards satisfactory outcomes that enhanced overall satisfaction levels.
- Managed senior-level personnel working in marketing and sales capacities.
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Developed detailed plans based on broad guidance and direction.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
Education
Technical Sales Management - Distribution And Storage
IUTI Technology Industrial Institute
Caracas 08.1994
Skills
Coordinating schedules
Overseeing training
Recruiting employees
Tactical planning
Maintaining inventory
Process improvements
Strategic planning and execution
Capital spending
Relationship building
Recruitment
Scheduling
Effective leader
Delegation
Employee reviews
Business Development
Employee scheduling
Product development
Staff training/development
Coaching and mentoring
Timeline
Operations Director
Chicalocca Tours
06.2024 - Current
Vacation Counselor
VI Resorts
09.2014 - 06.2024
Cruise Director
Vallarta Adventures
12.2005 - 09.2014
Sport and Entertainment Director
Isla Margarita
04.2001 - 11.2005
Night Manager
LTI Costa Caribe
03.2000 - 09.2001
Technical Sales Management - Distribution And Storage
IUTI Technology Industrial Institute