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Guest Service Manager Resume Example

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GUEST SERVICE MANAGER
Summary

Bright hospitality management professional with exceptional knowledge of venues, tourist attractions, dining, and entertainment offerings. Looking to secure a hotel management position with a property seeking additional success. I am a patient an empathetic customer service provider with an extensive background in conflict resolution and customer care. I have spent the last 4 years thriving in a fast-paced multi-tasking, hands-on environment. I demonstrate superior skills in working in both team-based and independent capacities. Bringing strong work ethic and excellent organizational skills to any setting.

Skills
  • VIP services
  • Training and mentoring
  • Special event coordination
  • Business operations
  • Customer service
  • Administrative support
  • Inventory management
  • Team building
  • Organization
  • Supervision
  • Process improvement
  • Problem resolution
  • Communications
  • Operational improvement
  • MS Office
  • Planning and coordination
  • Invoice generation
  • Relationship development
  • Team management
Experience
Golden Nugget Hotels & CasinosOctober 2015 to June 2020Guest Service Manager
Lake Charles, LA
  • Mentored all new employees, demonstrating best methods for servicing clients and guests.
  • Handled guest complaints in most effective manner possible and offered complimentary services for hardship cases.
  • Supervised daily operations of brand new, 1000-room hotel with staff of 30 employees.
  • Assisted guests at check-in, providing information on various services within the hotel.
  • Improved operations by working with team members and customers to find workable solutions.
  • Provided excellent service and attention to customers when face-to-face or through phone conversations.
  • Created agendas and communication materials for team meetings.
  • Earned reputation for good attendance and hard work.
  • Performed site evaluations, customer surveys and team audits.
  • Recognized by management for providing exceptional customer service.
  • Demonstrated self-reliance by meeting and exceeding workflow needs.
Brock ServicesFebruary 2012 to August 2015Painter /Sandblaster
Sulphur, LA
  • Readied surfaces and surrounding areas for painting using sandpaper, tape and other materials.
  • Coordinated and completed ongoing routine painting of exterior and interior of properties.
  • Monitored paint supplies, placing orders whenever needed and properly and safely disposed of old paint.
  • Operated compressors, Marco Sandpot and conventional spray gun equipment with caution to avoid injuries and maintain tools.
  • Mixed paints and solutions and monitored consistencies.
  • Used power and hand tools safely and effectively.
  • Operated compressors, Marco Sand pot and conventional spray gun equipment with caution to avoid injuries and maintain tools.
  • Immediately reported any safety and quality issues to management.
  • Inspected lifts before usage to prevent damage to goods.
  • Secured loads on pallets to minimize damage and worker injuries.
  • Completed routine post and pre-operation inspections of forklifts and other heavy equipment.
  • Acted as spotter to alert forklift driver if products were slipping or falling.
  • Examined empty pallets for damage and moved pallets to proper storage areas.
  • Estimated weights, heights and centers of balance to make precise placements.
  • Collaborated in team environment to maintain high levels of productivity.
  • Tied and secured loads to prevent shifting or damage to items.
  • Maneuvered forklift over and around loaded pallets, boxes and other materials.
  • Complied with OSHA regulations, company policies and protocols to maintain safe and efficient operations.
Turner ConstructionSeptember 2011 to December 2011Rigger/Ironworker
Sulphur, LA
  • Installed and utilized correct safety equipment at all times.
  • Reviewed job specifications and site conditions to determine appropriate rigging configurations.
  • Coordinated structural and heavy lifts weighing up to 30,000 pounds with mobile crane equipment.
  • Maintained open communication with crane and other equipment operators to smoothly and efficiently transport loads.
Lauberge du Lac CasinoJune 2007 to September 2011Lead Valet/Bell Captain
Lake Charles, LA
  • Managed VIP arrivals and departures with smooth and professional approach, including notifying staff in advance of expected schedules and needs.
  • Coached team members to consistently exceed superior customer service standards.
  • Resolved guests' problems with valet service to maintain brand loyalty and minimize disruptions.
  • Led daily stand up meetings to convey new policies, outline schedules and correct performance deficiencies.
  • Coordinated valet service for large groups, special events and daily guest loads.
  • Verified correct use of procedures and recordkeeping requirements by each valet team member.
  • Coordinated activities of valet/bellmen and provided training to improve skills.
  • Recruited and hired new employees based on company needs and culture.
  • Trained employees in proper operational procedures and shared company policies and regulations.
  • Observed employee performance and provided valuable feedback.
  • Listened to customer feedback and responded to maintain or improve processes.
  • Inspected equipment and work stations to comply with established standards and regulations.
  • Created work schedules to provide quality service to customers as well as maintain employee satisfaction.
  • Earned reputation for good attendance and hard work.
  • Recognized by management for providing exceptional customer service.
  • Kept up with employees documentation and input into their files to give accurate and fair annuals.
Education and Training
Mojave Community College August 2003GEDBullhead City, AZ
A.B.C. Training Center January 2012Certified Crane Operator: Mobile Crane And PipefittingWestlake, LA
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Resume Overview

Companies Worked For:

  • Golden Nugget Hotels & Casinos
  • Brock Services
  • Turner Construction
  • Lauberge du Lac Casino

School Attended

  • Mojave Community College
  • A.B.C. Training Center

Job Titles Held:

  • Guest Service Manager
  • Painter /Sandblaster
  • Rigger/Ironworker
  • Lead Valet/Bell Captain

Degrees

  • GED
    Certified Crane Operator : Mobile Crane And Pipefitting

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