LiveCareer-Resume

guest service manager resume example with 6+ years of experience

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Jessica Claire
Montgomery Street, San Francisco, CA 94105 (555) 432-1000, resumesample@example.com
Summary

I am a talented employee and team leader offering 5 years of success in hotel environments. I am a strategic thinker with management proficiency. I offer proven ability to build effective teams and committed to identifying and leveraging opportunities for growth.

Skills
  • Making reservations
  • Property management software understanding
  • Database management
  • Front desk management
  • Improving key performance metrics
  • Resolving disputes
  • Automated call distributors
  • Customer relationship management
  • Team building
  • Schedule setting
  • Optimizing team performance
  • Team training and management
  • Customer satisfaction
  • Greeting customers
  • Guest engagement strategies
Experience
01/2019 to Current Guest Service Manager Hyatt | Omaha, NE,
  • Developed and implemented training plans for new and experienced employees.
  • Designed guide for guests outlining hotel rules and regulations, local attractions, places to eat and other resources.
  • Checked schedule of events to complete pre-planning and prevent issues.
  • Created and managed effective strategies for optimizing guest experiences and promoting loyalty.
  • Led staff of 30+ in providing guests with superior front desk, housekeeping and maintenance services.
  • Handled management schedule for front desk, housekeeping and maintenance.
  • Established clear policies for concierge, front desk and guest relations team members.
  • Inventoried room, front office and housekeeping supplies and made orders to restock.
  • Set and analyzed room rates based on traffic, season and demand.
  • Initiated significant improvements to key hotel amenities, resulting in greater guest access and positive feedback.
  • Hired and trained 30+ employees and introduced streamlined training program.
  • Booked large groups of people for weddings, seminars, conferences and other events and offered the best available room rates.
  • Provided end-of-month audits of the resort to upper management as required.
  • Assisted guests at check-in, providing information on various services within the hotel.
  • Prepared invoices for customers and delivered to rooms on day of check-out to reduce wait times at front desk.
  • Supervised daily operations of 119-room hotel with staff of 30+ employees.
10/2016 to 01/2019 Front Desk Agent/Night Auditor Aimbridge Hospitality | Lexington, KY,
  • Enhanced guest satisfaction by answering inquiries about business operations and policies, resolving concerns and developing creative solutions to guest concerns.
  • Stayed current on local attractions and special events to help guests with entertainment options.
  • Warmly greeted incoming guests, issuing room keys and providing information regarding policies and amenities.
  • Completed end-of-day reporting and balanced registers to maintain financial accuracy.
  • Maintained smooth operations by correctly assigning rooms and coordinating efficient guest check-ins and check-outs.
  • Posted charges, updated accounts and issued bills to departing guests.
  • Coordinated with internal departments to handle wide range of guest needs.
  • Input customer data using OnQ software and made immediate updates to reflect room changes.
  • Drafted and maintained incident reports, daily activity logs and other documents requested by management.
  • Answered phones, responded to customer inquiries and transferred calls to appropriate staff members.
  • Set guest and group reservations and processed check-ins and check-outs.
  • Pleasantly answered phone calls and routed to proper guest or department.
  • Contacted housekeeping services and maintenance personnel regarding problems with guest rooms.
  • Posted room charges such as food, liquor and telephone calls based on individual customer actions.
  • Reserved guest rooms over phone, in person and via computer for travelers and provided confirmations.
10/2014 to 10/2016 Breakfast Attendant Schulte Hospitality Group | Opelika, AL,
  • Maintained knowledge of current menu items, garnishes, ingredients and preparation methods.
  • Delivered trays and bags to patrons and assisted with collecting items such as drinks, utensils and condiments.
  • Verified adequate levels of supplies such as linens and trays and restocked low items.
  • Monitored customer movements and quickly cleared empty tables for future customers.
  • Managed inventory of dining room products, including condiments, linens and flatware.
  • Proactively assessed customer needs and provided beverage refills, condiments and other services.
  • Supported serving staff in delivering accurate and well-presented food orders.
  • Removed trash, spills and trays to keep areas clean and professionally organized.
  • Stocked displays with new and transferred merchandise.
  • Carried dirty dishes to kitchen to keep dining areas clean and promote efficiency.
  • Greeted guests with friendliness and professionalism.
  • Restocked condiments and drink station supplies to maintain customer satisfaction.
Education and Training
Expected in 06/2009 to to High School Diploma | Bellefonte Area High School, Bellefonte, PA GPA:
Activities and Honors

I am an outgoing mother of 3 awesome boys and a step mother to a special little boy. I enjoy my time with them playing games and watching them involved with sports.

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Resume Overview

School Attended

  • Bellefonte Area High School

Job Titles Held:

  • Guest Service Manager
  • Front Desk Agent/Night Auditor
  • Breakfast Attendant

Degrees

  • High School Diploma

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