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custodial housekeeping guest experience manager resume example with 7+ years of experience

Jessica
Claire
resumesample@example.com
(555) 432-1000,
Montgomery Street, San Francisco, CA 94105
:
Summary

Successful at applying hands-on leadership skills and an encouraging management style to drive up both employee and customer satisfaction scores. Focused on increasing team skills and effectiveness, maintaining customer loyalty and deepening relationships with guests to earn repeat business with 6 years management experience, 2 being with the Walt Disney Company.

Skills
  • Complaint logging and resolution
  • Expert in HotSOS, Word, Excel, Opera, OnQ
  • Hospitality services
  • Organization
  • Communications
  • Inventory management
  • Problem resolution
  • Customer service
  • Relationship development
Education and Training
Johnson and Wales , RI Expected in 2018 MBA : Hospitality Management - GPA :
Johnson and Wales , RI Expected in 2015 BS : Hospitality Management - GPA : Graduated on Dean’s List
Experience
Ocean Place - Custodial/Housekeeping Guest Experience Manager
Long Branch, NJ, 05/2018 - Current
  • Trained and mentored specialists in the application of soft skills, guest recovery strategies and performance optimization techniques.
  • Contacted guests to check on satisfaction and inquire about improvement suggestions.
  • Overhauled guest relations policies to address changing concerns.
  • Developed and implemented employee reward and engagement programs to maximize job satisfaction.
  • Worked with departments such as Front Desk, Engineering, and Food and Beverage to resolve guest issues and coordinate compensation.
  • Assigned tasks for completion, inspected work and resolved housekeeping complaints promptly.
  • Created schedules, shift reports and other business documentation to coordinate housekeeping needs.
  • Submitted repair requests to maintenance team to reduce operating costs and improve energy-saving strategy.
  • Supervised and supported housekeeping personnel to maximize quality of service and performance.
  • Trained in safety and new protocols regarding Covid-19 cleaning procedures.
  • Facilitated training classes to returning employees regarding new trainings on procedure changes.
Ascension Health - Front Office Manager
Bellwood, IL, 02/2016 - 04/2018
  • Assured guests have a pleasant check in and check out process.
  • Managed local accounts to ensure compliance with Accounts Receivable.
  • Encouraged staff and guests to participate in the Hilton Honors program.
  • Managed inventory and perform cycle counting.
  • Collaborated with all departments of the hotel, including breakfast staff, maintenance, and housekeeping.
  • Performed night audit procedures.
  • Worked closely with sales manager to assure utmost satisfaction of groups/events.
  • Monitored office inventory to maintain adequate supply levels and order products.
  • Handled payment processing duties and provided customers with receipts and proper bills and change.
  • Orchestrated Monthly staff meetings to maintain open communication and quickly address any concerns.
  • Answered phones, responded to customer inquiries and transferred calls to appropriate staff members.
  • Created and optimized employee schedules to secure proper coverage for all shifts.
American Dining Creations - Front Office Associate
Sturbridge, MA, 02/2015 - 02/2016
  • Made reservations with guests over the phone and in person.
  • Managed multi-line phone system.
  • Assisted manager with weekly scheduling.
  • Familiar with all front desk positions and responsibilities.
  • Worked with General Manager on Accounts Receivable.
  • Strived to achieve monthly goals for IHG program Loyalty Champion.
  • Learned more information and growing opportunities for IHG hotels collection.
  • Encouraged staff and guests to get involved in the program.
  • Joined multiple meetings and conferences regarding the program.
  • Set monthly goals for staff to reach with IHG participation.
  • Handled payment processing duties and provided customers with receipts and proper bills and change.
  • Greeted customers in friendly manner upon entry to facility to promote positive relations.
  • Managed customer complaints and rectified issues to complete satisfaction.
  • Maintained accurate bookkeeping of important files, ran reports and delivered updates on occupancy and revenues to supervisor.
Walt Disney World - Disney College Program Intern
City, STATE, 07/2013 - 12/2014
  • Provide guidance and direction for guests to and from The Festival of the Lion King show.
  • Cue organization and Guest interaction.
  • Attraction/Information assistant, Provide guidance and direction for guests to and from Finding Nemo the Musical show.
  • Constant positive attitude when assisting guests and fellow cast members.
  • Delivered high level of customer service through prompt issue resolution and dynamic attention to detail.
  • Collaborated with peers to deliver consistent service and promote customer retention.
  • Educated guests on facilities, entertainment options and rules and regulations.
  • Resolved guest concerns or complaints and kept supervisors informed of escalating situations.
Activities and Honors

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Resume Overview

School Attended

  • Johnson and Wales
  • Johnson and Wales

Job Titles Held:

  • Custodial/Housekeeping Guest Experience Manager
  • Front Office Manager
  • Front Office Associate
  • Disney College Program Intern

Degrees

  • MBA
  • BS

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