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dual hospitality manager resume example with 7+ years of experience

Jessica Claire
, , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
Home: (555) 432-1000 - Cell: - resumesample@example.com - : - -
Professional Summary

Driven Hospitality Specialist with talent for maintaining customer satisfaction while assisting with reservations and special requests. Successful in helping customers plan special events through exceptional industry knowledge and catered recommendations for venues and vendors. Flexible with upbeat demeanor and commitment to client satisfaction. Energetic Hotel Manager enthusiastic about delivering superior service to every guest. Successful at cutting costs without impacting quality of service and guest satisfaction. History of driving company growth through staff service and intent to recommend.

Skills
  • Culturally sensitive service provider
  • Superior organizational skills
  • Quality improvement leadership
  • New hire training
  • Detail-driven
  • Strategic planning and analysis
  • Brand Management
  • Office and staff streamlining
  • Guest accommodations
  • Guest experiences
  • Satisfaction scoring systems
  • Proficiency in hospitality systems
  • Customer service expert
  • Employee rewards and motivation
Work History
06/2021 to Current
Dual Hospitality Manager Sazerac Company Pensacola, FL,
  • Boosted hotel quality and service scores from by motivating and supporting guest services and housekeeping employees.
  • Increased customer service ratings significantly through personable service.
  • Monitored guest services personnel for efficiency and accuracy of response to guest complaints.
  • Collaborated with outside departments to coordinate solutions and retain guest satisfaction.
  • Filed incident reports and handled inappropriate behavior to document problems and disturbances.
  • Used multiple software including but not limited to fosso, fspms, rex, light speed, host, etc. to guests' check-ins and check-outs.
  • Offered appropriate reservation options based on expected attendees when coordinating events.
  • Increased revenue by implementing new ideas that resulted in full occupancy 4-5 days per week.
  • Tracked guest satisfaction surveys to recognize trends and create action plans for improving guest services.
  • Scheduled work hours for 16 employees to achieve adequate manpower coverage.
  • Restructured lines of communication with housekeeping to make sure guests were satisfied with timeliness and quality of housekeeping services.
  • Consistently offered personalized recommendations for guest activities based on detailed conversations with clients upon arrival.
  • Surveyed guests to check for areas in need of improvement.
  • Motivated and rewarded employees to improve engagement.
  • Coached and developed associates to improve soft skills and recovery techniques.
  • Enhanced response and resolution systems to meet changing demands.
  • Hired and trained new employees, demonstrating best methods for serving clients and guests.
  • Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
  • Oversaw day-to-day operations of 112-room hotel with staff of 30 employees.
  • Supervised team of 10 front desk agents and helped to resolve issues arising during shifts.
  • Participated in financial activities such as setting room rates, establishing budgets and allocating funds to departments.
04/2016 to 05/2020
Operations Manager Aimbridge Hospitality Cerritos, CA,
  • Evaluated suppliers to maintain cost controls and improve operations.
  • Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
  • Worked in matrix management environment with oversight of division level managers, operations, sales, finance, human resources, safety and compliance.
  • Introduced new methods, practices and systems to reduce turnaround time.
  • Identified and resolved unauthorized, unsafe or ineffective practices.
  • Planned and resourced personnel and logistics for operations component exercises resulting in highly trained personnel ready to act quickly in critical roles.
  • Advanced productivity KPIs to achieve key business goals and objectives.
  • Reduced process bottlenecks by training and coaching employees on practices, procedures and performance strategies.
  • Spearheaded department training to enhance employee performance and boost employee productivity.
  • Collaborated cross-functionally to refine procedures, devise best practices and enforce quality metrics.
  • Developed systems to track and log work issues.
  • Increased profit by streamlining operations.
  • Formulated processes to reduce downtime and financial loss.
  • Partnered with vendors and suppliers to effectively manage and budget.
  • Directed initiatives to improve work environment, company culture or overall business strategy.
  • Identified procedure or process changes required to improve performance and productivity.
  • Led improvement initiatives to advance operational efficiencies and increase revenue.
  • Established positive and effective communication among unit staff and organization leadership, reducing miscommunications and missed deadlines.
04/2014 to 04/2018
Hotel Operations Supervisor Chateau Elan Resort & Winery City, STATE,
  • Oversaw day-to-day operations of 300-room hotel with staff of 20 employees.
  • Greeted and assisted guests by gathering information pertaining to reservations or requests.
  • Supervised team of 8 front desk agents and helped to resolve issues arising during shifts.
  • Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
  • Hired and trained new employees, demonstrating best methods for serving clients and guests.
  • Proved successful working within tight deadlines and fast-paced atmosphere.
  • Learned new skills and applied to daily tasks to improve efficiency and productivity.
  • Resolved conflicts and negotiated mutually beneficial agreements between parties.
  • Exceeded goals through effective task prioritization and great work ethic.
  • Worked with customers to understand needs and provide excellent service.
  • Developed and maintained courteous and effective working relationships.
  • Actively listened to customers' requests, confirming full understanding before addressing concerns.
  • Worked within applicable standards, policies and regulatory guidelines to promote safe working environment.
  • Resolved problems, improved operations and provided exceptional service.
  • Carried out day-to-day duties accurately and efficiently.
  • Improved operations through consistent hard work and dedication.
Education
Expected in to to
Bachelor of Arts: Business Management
American InterContinental University - Sandy Springs, GA,
GPA:
Expected in to to
Diploma : Hotel Management
Atlanta Technical College - Atlanta, GA
GPA:
Expected in to to
Associate of Arts: Culinary Arts
Le Condon Bleu College of Culinary Arts - Atlanta,
GPA:
Expected in to to
Diploma : Electrician
Everest Institute - Decatur,
GPA:

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Resume Overview

School Attended

  • American InterContinental University
  • Atlanta Technical College
  • Le Condon Bleu College of Culinary Arts
  • Everest Institute

Job Titles Held:

  • Dual Hospitality Manager
  • Operations Manager
  • Hotel Operations Supervisor

Degrees

  • Bachelor of Arts
  • Diploma
  • Associate of Arts
  • Diploma

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