Guest Experience Manager Resume Example
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GUEST EXPERIENCE MANAGER
Professional Summary
Flexible and hardworking Guest Services professional with strong leadership, planning and problem-solving abilities. Optimizes processes and procedures to maximize customer satisfaction and improve resolution efficiency. Expert Zenoti user.
Driven to keep team members engaged, focused and dedicated to customer happiness. Well-versed in collecting and reviewing customer data, producing reports and maintaining records. Highly analytical and organized with good communication and multitasking abilities.
Skills
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Work History
02/2020 - CurrentGuest Experience Manager | Aimbridge Hospitality - Racine , WI
- Provided guests with above-and-beyond service, including making outside venue reservations and setting up tours.
- Promptly answered multi-line phone system and greeted callers enthusiastically.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Used Zenoti to process reservations, check-ins and check-outs.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Took reservations over phone, in person and via computer for guests and provided confirmation information.
- Answered guest questions and referred to local points of interest.
- Helped customers complete purchases, locate items and join reward programs to promote loyalty, satisfaction and sales numbers.
- Processed POS transactions, including checks, cash and credit purchases or refunds.
- Restocked, arranged and organized merchandise in front lanes to drive product sales.
- Answered questions about store policies and concerns to support positive customer experiences.
- Mentored new team members on POS system operation, customer service strategies and sales goals.
- Monitored guest services personnel for efficiency and accuracy of response to guest complaints.
- Motivated and rewarded employees to improve engagement.
- Supervised 13 administrative team members and provided constructive feedback, resulting in higher morale and increased employee retention.
12/2019 - 08/2020Optometric Technician/Assistant | Smile Brands - Rockwall , TX
- Instructed patients on contact lens insertion and removal and lens care guidelines.
- Coordinated patient scheduling, monitored patient flow throughout office and properly communicated delays.
- Assisted with insurance questions, eligibility and prior authorizations of medications and glasses.
- Acquainted patients with procedures and explained purpose of testing to establish consent.
- Helped patients with selecting and ordering glasses or contact lenses to encourage informed decisions.
- Input patient information and exam findings into electronic medical records system to facilitate accurate record-keeping.
- Performed ancillary testing when ordered by optometrist and thoroughly explained procedures to patients.
- Assisted with dilating patients or using eye medications when directed by optometrist.
- Conducted pretest procedures to gather data before exam and make eye appointments more efficient and productive.
- Directed patients to exam rooms for initial evaluations and intake, including history, medication and symptom documentation, to aide physicians with carrying out efficient appointments.
- Provided patients with detailed instructions for pre- and post-op care under physician supervision to promote healing and optimal recovery strategies.
- Worked well with patients, staff and manufacturer representatives to carry out successful office- and patient-related work each day.
- Promoted positive and smooth patient flow throughout facility, encouraging more efficient operations and boosting patient satisfaction.
02/2018 - 10/2019Orthodontic Assistant | Alkire Orthodontics - City , STATE
- Prepped all examination rooms, sterilized equipment and instruments and maintained appropriate tray setup.
- Educated patients on postoperative care, including how to protect dental work and boost healing.
- Administered sealing compounds and protective coatings to boost tooth enamel strength and minimize cavity risk.
- Scheduled appointments for new and existing customers, factoring in provider availability and scheduling loads.
- Taught patients successful strategies for boosting oral hygiene, controlling plaque and protecting gums and tooth enamel from damage.
- Took x-rays, photographs and impressions of patients' teeth and mouth.
- Performed administrative duties, including appointment setting and follow up calls.
- Poured and shaped molds from impressions and trimmed molds in grinder.
- Administered desensitizing agents by applying numbing gel to prepare patients for anesthetic injections.
- Assisted dentists, hygienists and other personnel by handing appropriate tools and supplies needed for procedures.
- Sanitized trays, instruments and surfaces for clean dental office setting and patient safety.
- Educated patients on dental hygiene, pre-surgical instructions and post-surgical care.
Education
06/2011Nixon-Smiley High School, City, StateHigh School Diploma:
03/2017Sanford Brown College , CityCertifcation : Medical Billing And Coding
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Resume Overview
School Attended
- Nixon-Smiley High School
- Sanford Brown College
Job Titles Held:
- Guest Experience Manager
- Optometric Technician/Assistant
- Orthodontic Assistant
Degrees
- High School Diploma :
Certifcation : Medical Billing And Coding
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