guest service coordinator resume example with 16+ years of experience

Jessica Claire
Montgomery Street, San Francisco, CA 94105 (555) 432-1000,
Professional Summary
Hotel Operations Manager skilled in developing and training teams, effectively controlling costs and achieving YOY revenue and high guest satisfaction ratings in competitive environments. Highly focused on driving company growth and revenue in fast-paced and competitive climates. Expert communicator passionate about fostering a positive and results-oriented team culture.
  • Hospitality background
  • Hotel operations and management
  • Sales and Marketing
  • Guest satisfaction specialist
  • Team building
  • Training & Development
  • Records Management
  • Document Services
  • Shipping & Receiving
  • Event Planning 
  • Revenue generation and management
  • Payroll management
  • POS systems 
  • Various PMS knowledge
  • Brand Compliance
  • GDS and Channel Management Extranets
  • OSHA and MSDS knowledge
  • Accounting
  • Profit & Loss Budgeting
Work History
10/2013 to Current Guest Service Coordinator Hilton Worldwide | Naperville, IL,
  • Passionate service representative of a 99 room boutique hotel in the heart of Midtown Atlanta.
  • Leading the team in highest RACK rate bookings through use of proper suggestive selling techniques.
  • Introduced VIP guest program that recognizes corporate and transient guest loyalty.
  • Improve customer service ratings by soliciting daily feedback from guests regarding during their stay and resolving any issues in a timely manner, to ensure a memorable experience. 
  • Increase hotel revenue, profits and market share by implementing sales lead tracking system and reservations incentive program.
2013 to Current Freelance Visual Merchandiser Aggreko | New Iberia, LA,
  • Freelance employee responsible for visual merchandising and inventory management for Lacoste brand and other global retail clients.
  • Under supervised direction, created visual marketing and styled window displays according to scheduled design concepts for the brand showroom and store locations.
  • Providing perspective suggestions and feedback to Visual Merchandising management, in efforts of maximizing an appealing presentation to the brand's customers.
  • Ran markdown reports, managed store replenishment and analyzed buying reports.
  • Organized store merchandise racks by size, style and color.
  • Removed damaged, out-of-code, not-in-set and discontinued items from displays.
04/2011 to 2013 Service Center Coordinator Oakland Vision Project | San Leandro, CA,
  • Primary Service Center point of contact for clients occupying flexible offices and workspaces in a 60,000 square feet co-working facility.
  • Responsible for availability and billing of conference rooms, office supplies and copy, scan and print jobs.
  • Resolved Tier 1 basic IT and equipment service requests, such as Wi-Fi, phone and Xerox copier issues.
  • Facilitated all client move-ins and move-outs, ensuring all office components are accounted for and in good condition, as agreed upon.
03/2010 to 04/2011 General Manager Joe's Auto Parks | Van Nuys, CA,
  • Hired as Director of Rooms Division, but promoted to General Manager in December 2010.
  • Directed all day-to-day activities for a new limited service spa hotel.
  • Oversaw daily operations for staff of 42 employees.
  • Responsible for property Human Resources operations, sales initiatives and guest services.
  • Assisted Revenue Management team by maintaining rate parity on participating OTA and channel management extranets. 
07/2007 to 2010 Assistant General Manager Aimbridge Hospitality | Concord, CA,
  • Managed the local Sales efforts by performing consistent weekly outside sales calls and participating as an active member of local and community associations.
  • Choreographed strategies to maximize room revenue, guest loyalty and employee morale.
  • Controlled departmental expenses such as labor, supplies and contract services.
  • Facilitated travel agent consortia programs and Requests for Proposals for new corporate accounts.
  • Recruited and trained 15 new members of the guest service and housekeeping team. 
2006 to 07/2007 Director of Housekeeping Hawthorn Suites Golf Resort | City, STATE,
  • Directed the selection, training and development of Housekeeping staff.
  • Implemented strategies to maximize employee morale, productivity and guest satisfaction.
  • Controlled departmental expenses such as labor, supplies and contract services.
  • Ensured that all practices are in accordance to OSHA safety regulations and brand standards.
02/2004 to 2006 Lead Property Management Software Support Analyst, Tier 1 Verso Technologies | City, STATE,
  • Facilitated training of Property Management Systems to hotel personnel via Live Support and Web Based training databases.
  • Supervised the activities of the center's second shift Tier 1 PMS support agents.
  • Center supported various PMS and POS platforms, such as Pegasus, Holidex, MSI and TravelClick.
  • Supervised and monitored incoming calls and queues for quality assurance.
  • Coached and mentored staff members, including conducting performance reviews.
  • Maintained audiovisual equipment, including overhead projectors, laptops and video conferencing equipment.
  • Delivered on-site IT and AV technical support for staff and on-site clients.
Expected in Current Bachelor of Arts | Hospitality Management: Specialization in Lodging (Online Program) American Public University Online, Charles Town, WV GPA:
  • Coursework in Hotel Administration
  • Coursework in Sales and Marketing Management
  • Coursework in Business Administration and Management
    ADR, basic, billing, OTA, GDS, travel agent, commission, client, clients, databases, direction, Freelance, General Manager, Human Resources, inventory management, Director, Merchandising, office, MSI, outside sales, Pegasus, personnel, payroll, POS, Property Management, proposals, consortia, quality assurance, retail, safety, Sales, phone, Xerox copier, hotel operations and management, OSHA, MSDS, MSI, System21, Opera, OnQ, vendors, budgets, profit, loss 

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Resume Overview

School Attended

  • American Public University Online

Job Titles Held:

  • Guest Service Coordinator
  • Freelance Visual Merchandiser
  • Service Center Coordinator
  • General Manager
  • Assistant General Manager
  • Director of Housekeeping
  • Lead Property Management Software Support Analyst, Tier 1


  • Bachelor of Arts

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