Guest Service Manager resume example with 20+ years of experience

Jessica Claire
Montgomery Street, San Francisco, CA 94105 (555) 432-1000,

My on going goal is to Boost customer service team productivity while maximizing customer satisfaction with strategic call management and process improvement strategies. Skilled leader with excellent program management, relationship-building and administrative expertise. Accomplished in training new employees and mentoring established associates to drive continuous improvement. Results-oriented as Hotel Operations Manager with diverse background in management and customer service. Dedicated to providing excellent customer service and making operational and procedural improvements.

Motivated Director of Telecom focused on streamlining service procedures and maximizing team efficiency. Consistent in satisfying customers, building loyalty and driving retention processes. Demonstrates effective judgment in balancing customer, employee and company objectives.

Oversee the processing high volumes of error-free transactions and meeting departmental goals. Offering 25 years of experience in quickly resolving all issues and maximizing customer retention opportunities. Proficient in managing conversational flow and diffusing difficult customer situations.

Seasoned Customer Support Manager bringing over 25 years in management and support. Skilled people motivator with proven leadership abilities to go extra mile. Documented history leading teams to achieve results by exercising independent judgment and accomplishing goals in high pressure scenarios. Hardworking and reliable Director with strong ability in Telecom and Customer satisfaction. Offering CMA Knowledge, Amcom and Jazz Sdd. Highly organized, proactive and punctual with team-oriented mentality.

  • Talent development
  • Client relations and retention
  • Conflict resolution techniques
  • Persuasive
  • Call center experience
  • Quality assurance controls
  • Customer Service
07/2020 to Current Guest Service Manager Hyatt Hotels Corp. | Glendale, CA,
  • Automated contact management system to maintain efficient client organization.
  • Increased employee productivity by establishing and monitoring customer care performance indicators, service level metrics and goal achievement.
  • Developed open and professional relationships with team members, enabling better, more effective customer service.
  • Drove quality customer experiences by leading retention strategy development and conflict resolution to improve overall support delivery.
  • Trained new hires on relationship building, benefit-oriented sales presentations, sales processes and protocol, product knowledge, customer needs analysis and overcoming objections.
  • Created training manuals targeted at resolving simple and difficult customer issues.
  • Evaluated call center statistics to identify areas in need of improvement and devised proactive strategies to realign results with targets.
  • Cross-trained staff members, resulting in an increase in customer satisfaction ratings to meet 5 Star 5 Diamond rating 9 years consecutively.
  • Combined to departments as of July 1st 2020 to include Front Desk and PBX/Telecom to assume the previous responsibilities of the Telecom operator as well as training of PBX applications not used by the Front Desk.
09/1986 to Current Director Telecom Country Springs Hotel | Pewaukee, WI,
  • Collaborated with corporate partners to investigate, adopt and provide ongoing support to different technologies.
  • Continuously applied quality-improvement methodologies to improve work processes.
  • Ordered equipment and services for voice, data and cabling.
  • Oversaw internal telecommunications system for organization with nineteen employees.
  • Provided support for end users.
  • Handled multiple simultaneous deployment projects against strict deadlines.
  • Performed cost justifications.
  • Participated in team, cross-divisional and technical forums.
  • Coordinated trunk testing with phone vendors to troubleshoot possible problems.
  • Improved rate of resolved trouble tickets by implementing reporting by linelevel staff.
  • Verified work order information and receipt of all necessary equipment.

Directing a staff of 45 at 5 Star & AAA Forbes, Market Metrix service standards, the telecommunications staff processing all calls for Aria Resort, Vdara and Crystals.
Develops and implements policies and procedures to enforce and maintain standards.
Maintain procedures/permissions for supporting contracted tech support for all guest room and administrative lines.
Manage support Aria Resort, Vdara, and Crystal's a 500,000 square ft. shopping mall and visual on Nortel/Avaya switch.

Assisted in the largest Admin Migration from the Nortel 1000 to Avaya Red for the Aria City Center Campus The 24 hour migration netted minimal issues and was a great success
Project Manager for all new installs for business ventures within the campus to ensure all phones are installed and operate to mirror all awarded standards.
All emergency Telecommunication procedures for the campus.
Maintain budget for all communications billing.
Controls protocol for access to vital communication network.
Trouble shoots and ensure solid relationships with the following vendors of critical applications used daily to include Amcom/SDC Opera Phoenix , HotSOS, JAZZ SDD , CMS, Avaya and ensure that the network is operable to continue Service Level as well as T-Mobile, ATT, Sprint and Verizon.

Manages- Wireless Communications a staff of two. Implementation of communication deployment from IDEN for users campus wide to include troubleshooting, user transition, maintaining compendium with all back up users and Identification of each unit and structure of budget rate plans for wireless users of iPhones, iPads and Blackberries and cost control for all accessories.

Manage and Maintain Call Volume Summary reports for each department with call accounting CMS.
Ensure all staff is recognized for the awarded standards.

Active member of the Steering Committee comprised of all Telecommunications Directors and Managers for all MGM sister properties.
Ensure inventory and audit of all wave recording active and inactive for Aria Resort, Vdara, Crystals and Call Center.
Aria Hotel & Resort | February 2017 - Present | 2 years 6 months
• Ability to work varying schedules to meet business needs.
• Manage NRG/DND request, EXO's and VIP arrivals.
• Submit CA tickets for all reported phone issue while teaming up with Century Link Technician.
• Assisting fellow supervisors.
- Monitor, observe and assist in evaluating Team members on Forbes & AAA Standard
- Complete additional assignments and projects upon request.
- In-depth knowledge of various telecommunications system (HMS, Amcom, Amcom Administration, Opera, Avaya CMS, Phoenix, CA Service Desk Alpha Web View monitor, CCMA)
- Knowledge of basic operating systems like Microsoft Word, Excel and Access.
- Supervised the communications between guest and employees regarding setting up Conference Bridges, Polycom Install and Group messaging.
- Setting up large group wake- up calls for group tours
- Responds to and resolve employee complaints in timely manner and creatively solve problems with the ability to anticipate, recognize, evaluate and resolve potential difficulties.
- Meet demands of a fast-paced environment by using judgment and the ability to multi-task

Telecommunications Operator
Aria Hotel & Resort | September 2016 - Present | 10 years 11 months
Answers incoming telephone calls according to service, connect to appropriate department, hotel guest or hotel personnel.
Responds promptly to guest inquiries and provides information for all events, general information, and directions regarding casino, hotel.
Sets and executes wake-up calls for guests logs wake-up calls and checks for accuracy.
Assist guest in retrieving messages
Utilizes overhead paging for casino guests.
Meet the demands of a fast-paced environment by using good judgment and the ability to multi-task.
Assist Guests, Employees and Executives with translation calls, outgoing calls, and international calls
Performs all duties deemed necessary for the success of the department.
Performs all other job related duties as requested.

10/1998 to 08/2009 Hotel Operations Manager Bellagio Las Vegas | City, STATE,
  • Supervised daily operations of opening of Bellagio Front Desk, to include yield of daily room revenue. Resolve of guest service incidents or concerns. Managed a staff of 45 agents.
  • Managed the service level for 5 Star 5 Diamond property to insure the buy in of staff was solid and yielded results, ownership and praise.
  • Mentored all new employees, demonstrating best methods for servicing clients and guests.
  • Mentored staff for the next step of growth to maximize talent.
  • Managed emergency protocol and crises management.
Education and Training
Expected in | Digital Communications And Media Clark County Community College, North Las Vegas, NV, GPA:
  • Completed continuing education in Editing, operation of Camera's and scripts.
  • Ranked in Top 5% of class
  • Major in Production
Expected in 05/2008 Certified Hotel-Motel Management | Communications - Hotel Management UNLV, Las Vegas, NV, GPA:

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Resume Overview

School Attended

  • Clark County Community College
  • UNLV

Job Titles Held:

  • Guest Service Manager
  • Director Telecom
  • Hotel Operations Manager


  • Some College (No Degree)
  • Certified Hotel-Motel Management

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