Director Of Guest Services Recreation Services Resume Example

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Jessica Claire
  • , , 100 Montgomery St. 10th Floor
  • Home: (555) 432-1000
  • Cell:

I am a very dedicated, efficient, enthusiastic, creative, and task orientated person eager to advance my career with a new and challenging position. My goal is to obtain a position within a corporation where I can create a vision for a more meaningful work environment, motivate employees, and improve their customer service performance.

  • Budgets
  • Customer Service and Satisfaction
  • Director
  • Guest relations
  • Inventory
  • Marketing
  • Mentoring
  • Optimizing team performance
  • Programming
  • Quality improvement
  • Recruitment
  • Resolving disputes
Director of Guest Services/Recreation Services, 2015 to Current
Marriott InternationalChicago, IL,
  • Responsible for overseeing all departments that fall under Guest Servies: recreation, reception, and volunteers
  • Established clear policies for concierge, front desk and guest relations team members through educational in-services for all interdepartmental employees and new hires.
  • Created and managed effective strategies for optimizing guest experiences and promoting loyalty.
  • Manage and address all customer concerns and satisfaction.
  • Work closely with nursing/administration to ensure appropriate resolutions of all concerns.
  • Foster resident and family trust within a safe environment to have their voices heard.
  • Practice and excel at service netting and re-capturing customer satisfaction.
  • Collect data and evaluate customer service trends to present at quality improvement meetings.
  • Assist with marketing projects within the community for Center and Corporation events.
  • Overseeing start up of inventive short term therapeutic programs targeting discharge success.
  • Created unique programming targeting leisure, education, and community resource offerings to assist with successful community re-integration.
  • Planning and implementing large community events and staff appreciation events.
Director of Guest Services, 2011 to 2015
Monarch Healthcare ManagementWayzata, MN,
  • Promoted to Director of Guest Services and advanced through the Genesis HealthCare Corporation.
  • Assisted with the launch and creation of pilot department and establishment of criteria for the newly created position.
  • Oversee the following Departments: Reception, Guest Services, Recreation, Volunteers, Security, Gift Shop, and Customer Service Department.
  • Managed departmental budgets and inventory.
  • Provide training to all staff and serves as a facility-wide coach to maintain the highest level of customer service.
  • Established and maintained relationships with customers and families to ensure excellent customer services were provided.
  • Worked as a liaison between Departments and Customers to resolve any customer service concerns.
  • Established and maintained an effective volunteer program through recruiting, screening, orienting, training, supervising, evaluating and recognizing volunteers.
  • Utilized community resources to enhance Guest Services.
  • Ensured that all Guest Services programs adhere to safety and infection control standards.
  • Manage the monthly and annual customer satisfaction survey process.
  • Responsible to correlate customer satisfaction scores and response rates to corrective action.
  • Evaluated customer satisfaction scores to present at monthly QI meeting.
Therapeutic Recreation Director, 2000 to 2011
Cooper River West/Genesis HealthcareCity, STATE,
  • Responsible for overseeing all facts of the recreational department.
  • Creating and maintaining programming budget.
  • Initiated positive working relationships with residents, staff and members of community.
  • Responsible for the creation, planning, and implementation of recreational activities that embrace individuality for all those who participated.
  • Made quality service continuous part of all activities and events, which resulted in high satisfaction levels from families and residents.
Education and Training
90 Hour Basic Education Course for Activity Professionals - Mary' Lou Schnurr: , Expected in 1997
- ,
Nursing Assistant Certification: , Expected in 1987
Gloucester County - ,
Medical Assistant Certification: , Expected in 1986
Star Technical Institute - ,
High School Diploma: , Expected in 1983
West Deptford High School - ,
Additional Information


  • New Jersey Activity Professionals Association (NJAPA)- Current board member
  • National Council for Certification of Activity Professionals (NCCAP)
  • Activity Director Certification: ADC240037 (Current)
  • Activity Assistant Certification: 1999

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Resume Overview

School Attended
  • Gloucester County
  • Star Technical Institute
  • West Deptford High School
Job Titles Held:
  • Director of Guest Services/Recreation Services
  • Director of Guest Services
  • Therapeutic Recreation Director
  • 90 Hour Basic Education Course for Activity Professionals - Mary' Lou Schnurr
  • Nursing Assistant Certification
  • Medical Assistant Certification
  • High School Diploma