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Guest Service Associate Resume Example

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Erin M.
Moore
Professional Summary

Seasoned hospitality and education professional competent in keeping guest needs balanced with business targets. Highly organized in handling administrative functions, leading teams and coordinating facility services. Smooth and efficient multitasker and planner. Friendly and polished employee offering proven experience in several environments. Accustomed to providing individualized guest service, including managing VIP requests. Proficient in coordinating reservations, updating accounts and promoting customer satisfaction. Hardworking Customer Service Representative with many years of experience working. Trained in project and time management with extensive knowledge of marketing and proven multitasking abilities. Committed to maintaining professional relationships with clients to increase profitability and drive business results. Knowledgeable and dedicated customer service professional with extensive experience. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to team success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

Skills
  • Report generation
  • Guest Services
  • Scheduling
  • Food Preparation
  • Cash Handling
  • Customer Complaint Resolution
  • Product Knowledge
  • Appointment Setting
  • Food Safety
  • Payment Collection
  • Multi-line phone talent
  • Sales expertise
  • Key holder experience
  • Staff education and training
  • Report preparation
  • Complaint resolution
  • Amenities and Accomodations Knowledge
  • Sales
  • Invoicing
  • Sales Goals
  • Store Merchandising
  • Point of Sale Systems
  • Product Sales
  • Visual Displays
  • Quality Management
  • Payment processing
  • Recordkeeping strengths
  • Professional telephone demeanor
  • Account management
  • Service standard compliance
  • Strategic sales knowledge
Education
St. Norbert CollegeCity05/1997Bachelor of Arts: Education
Work History
Company Name- Guest Service Associate
City, State10/2019 - 08/2020
  • Assisted guests by furnishing information and directions to various areas of property including market, pool, fitness center and dining areas.
  • Ran reports detailing daily actions, including guest numbers, accounting expenses and income and room service usage.
  • Maintained financial accuracy by collecting deposits, fees and payments.
  • Arranged accommodations and travel plans for visitors and presented updated itineraries.
  • Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
  • Sorted mail and other important data upon general manager's absence, promoting quick delivery of all messages to recipients.
  • Promoted local entertainment and sporting events and offered details to assist patrons.
  • Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
  • Updated customer accounts with add-on room charges, including minibar use and room service bills.
Company Name- Guest Service Team Leader
City, State08/2018 - 10/2019
  • Resolved problems using tact and diplomacy by calmly communicating directly with customers or employees.
  • Resolved high-volume of complex customer problems by offering technical information, describing stay options and explaining service plans.
  • Strategically scheduled staff for peak business hours for adequate coverage.
  • Improved customer service ratings and accurately solved problems using active listening and customer service skills.
  • Led team meetings to address concerns and inform employees of new policies and procedures.
  • Assigned daily job tasks and workloads to team members.
  • Evaluated team by reviewing customer feedback and key performance indicators.
  • Mentored and trained new staff to build highly-productive group of employees.
  • Monitored staff members' time and attendance to correct issues and provide accurate timesheet information for payroll processing.
  • Created and enforced new procedures, resulting in improved customer service and problem resolution.
  • Recommended hotel services or amenities that guest may find useful.
  • Greeted guests upon arrival and offered assistance.
  • Maintained consistent positive customer feedback.
  • Provided guest assistance, including recommendations for tourist attractions.
  • Answered guest inquiries and provided information regarding hotel services and amenities.
  • Resolved sources of dissatisfaction and implemented processes to prohibit future service obstacles.
  • Assisted guests with check-ins, account inquiries and any additional services needed.
  • Investigated guest challenges and sources of dissatisfaction to offer timely resolution.
  • Responded to incoming guests, telephone calls, and email inquiries with efficiency and professionalism.
  • Streamlined check-in process to decrease wait times and increase customer satisfaction.
Company Name- Owner/operator
City, State09/2010 - 06/2017
  • Recruited, hired and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
  • Enhanced operational efficiency and productivity by managing budgets, accounts and product.
  • Established, optimized and enforced business policies to maintain consistency and high-quality standards across restaurant operations.
  • Established and administered annual budget with effective controls to prevent overages, minimize burn rate and support sustainability objectives.
  • Reduced personnel turnover and promoted employee development by recruiting team-oriented candidates and implementing new training practices.
  • Devised, deployed and monitored processes to boost long-term business success and increase profit levels.
  • Evaluated suppliers by assessing quality, timeliness and compliance of deliveries to maintain tight cost controls and maximize business operational efficiency.
  • Reduced budgetary expenditures by effectively negotiating contracts for more advantageous terms.
  • Managed day-to-day business operations, including accounting, finance, HR, marketing and public relations.
  • Aligned branding initiatives and sales strategies.
  • Set, enforced and optimized internal policies to maintain efficiency and responsiveness to demands.
  • Developed improved records management systems for leases and contracts to improve timeliness of renewals.
  • Maintained up-to-date administrative records to monitor operational conditions.
  • Conducted target market research to scope out industry competition and identify advantageous trends.
  • Developed key operational initiatives to drive and maintain substantial business growth.
  • Reconciled daily sales, returns and financial reports.
  • Stayed current with market trends to determine optimal pricing of goods and services and to capitalize on emerging opportunities.
  • Applied human resources expertise to optimize hiring, training and performance.
  • Applied performance data to evaluate and improve operations, target current business conditions and forecast needs.
  • Managed employees by supervising daily tasks.
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Resume Overview

School Attended

  • St. Norbert College

Job Titles Held:

  • Guest Service Associate
  • Guest Service Team Leader
  • Owner/operator

Degrees

  • Bachelor of Arts : Education

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