General Manager Innkeeper resume example with 20+ years of experience
JessicaClaire
Montgomery Street, San Francisco, CA94105609 Johnson Ave., 49204, Tulsa, OK
Home: (555) 432-1000
Cell:
resumesample@example.com
Summary
Dedicated to superior customer service offering more than 25 years in the hospitality industry, as well as in-depth knowledge of the hotel and food and beverage industries. Training at the AAA 5 Diamond luxury Fairmont Hotel in Dallas, Tx. in reservations, front desk, food & beverage and housekeeping. It became apparent that an exceptional guest experience was the result of dedicated teamwork. Enriching my training as a customer associate at Neiman Marcus before moving to Key West to begin my Innkeeping career.
Skills
Exceptional customer service
Upscale resort, retail, and restaurant background
Conflict resolution
Troubleshooting and problem solving
Focused on customer satisfaction
Relationship-building
Budgeting and cost control
Staff motivation and training
Revenue Management
Inventory Management
Experience
General Manager/Innkeeper, 08/1993 to 04/2016 Jeffrey Brannin, LLC Dba Heron House Properties Of Key West – City, STATE,
Managed two 46-room limited-service boutique hotels, the Heron House and the Heron house Court. Over time conducted an analysis and addressed the room quality and guest service issues which in turn led to our being awarded AAA's 4 Diamond Award for over 15 years. Planned and executed the consolidation of the two different guesthouse's methods of operation to save on labor and procurement costs. Provided comprehensive ongoing staff training to consistently improve guest service.
One reservation system with one unified website and one overall marketing plan. This required monitoring multiple OTA databases to keep track of all hotel inventory and pricing.Maintained an in-depth knowledge of our competition through consistent evaluation of our competitive market conditions and trends. Handled customer complaints personally to verify they were properly handled according to established AAA standards. Served as mentor to junior team members and also as public relations representative for the hotel. Considered a rather energetic hotel manager who was motivated to deliver superior service to every guest, quickly achieving a reputation for delivering more than what was expected. Increasing year over year financial growth goals through property reputation and aggressive online revenue management. In 23 yrs revenue was increased by 57%.
Lead Fine Dining Waiter(evenings), 09/1993 to 04/1996 The Reach Resort – City, STATE,
Inspected dining and serving areas to ensure cleanliness and proper setup. Informed patrons of establishment specialties and features. Communicated with customers regarding orders, comments, and complaints. Ensured consistent high quality of plate presentation. Assisted co-workers. Observed diners to anticipate any additional needs and respond to requests. Developed and maintained exceptional customer service standards.
Guest Services Trainee, 02/1985 to 1993 The Fairmont Hotel – City, STATE, Greeted and registered guests and issued room keys. Performed concierge services for a 5-Diamond, 550-room hotel. Greeted all guests in a courteous and professional manner. Processed guest payments for room charges, food and beverage charges and phone charges. Fostered strong working relationships with all hotel departments training in food and beverage outlets, reservations and housekeeping.
High End Epicure Sales, 04/1979 to 02/1985 Neiman Marcus – City, STATE, Offered exceptional customer service to differentiate and promote the company brand. Helped customers select products that best fit their personal needs. Educated customers on product and service offerings. Collaborated with customer service team members to give exceptional service throughout the entire shopping and purchasing experience according to strict Neiman Marcus standards.
Education and Training
Bachelor of Arts: Biology/History, Expected in The University Of Dallas - Dallas, TX GPA:
Member of House of Lords(sons of alumni)
Grand Prize In Art Achievement Award
3.4 GPA
Activities and Honors
Professional Association of Innkeeper's International(PAII)
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