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Jessica Claire
  • , , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
  • Home: (555) 432-1000
  • Cell:
  • resumesample@example.com
  • :
Summary

Guest Relations Manager with proven track record of superior knowledge in field of hospitality over past 10 years. Exceptional skills in overseeing housekeeping and front desk staff, informing guests of hotel amenities and consulting on city-wide excursions based on personalized conversations. Utilized talents in language, cultural norms and personality awareness to give every guest beautiful experience. Personable Guest Relations Manager with background directing, motivating and training team members to provide exceptional service to guests. Talented at taking on challenging issues in hospitality management. Driven to keep team members engaged, focused and dedicated to customer happiness. Well-versed in collecting and reviewing customer data, producing reports and maintaining records. Highly analytical and organized with good communication and multitasking abilities. Flexible and hardworking Guest Services professional with strong leadership, planning and problem-solving abilities. Optimizes processes and procedures to maximize customer satisfaction and improve resolution efficiency. Expert [Software] user.

Skills
  • Scheduling
  • Guest Services
  • Employee Training
  • Cash Handling
  • Point of Sale Systems
  • Customer Complaint Resolution
  • Telecommunications
  • Superior organizational skills
  • Social media networking
  • Training and mentoring
  • Reporting
Experience
Guest Service Manager, to
Sage Hospitality Resources, LlpWayzata, MN,
  • Motivated and rewarded employees to improve engagement.
  • Collaborated with outside departments to coordinate solutions and retain guest satisfaction.
  • Coached and developed associates to improve soft skills and recovery techniques.
  • Oversaw regulated greeting and internal processing of guests upon arrival.
  • Enhanced response and resolution systems to meet changing demands.
  • Surveyed guests to check for areas in need of improvement.
  • Consistently offered personalized recommendations for guest activities based on detailed conversations with clients upon arrival.
  • Restructured lines of communication with housekeeping to make sure guests were satisfied with timeliness and quality of housekeeping services.
  • Monitored guest services personnel for efficiency and accuracy of response to guest complaints.
  • Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
  • Greeted and assisted guests by gathering information pertaining to reservations or requests.
  • Supervised team of 5 front desk agents and helped to resolve issues arising during shifts.
  • Established internal databases and record management systems to enhance accuracy and integrity of all documentation and data.
Guest Service Representatives, to
Froedtert Memorial Lutheran HospitalPort Washington, WI,
  • Managed guest check-in and check-out procedures.
  • Created and managed effective strategies for optimizing guest experiences and promoting loyalty.
  • Performed checks on rooms and overall property daily.
  • Filled in for front desk, housekeeping, events planning and food and beverage.
  • Established clear policies for concierge, front desk and guest relations team members.
  • Oversaw special arrivals and departures and discreetly hosted celebrities and sports personalities.
  • Developed and implemented training plans for new and experienced employees.
  • Utilized excellent sales skills to keep hotel fully occupied.
Assistant Cook, to
Blitt & Gaines P.C.Naperville, IL,
  • Prepared food items to meet recipes, portioning, cooking and waste control guidelines.
  • Limited portion sizes and used garnishes to control food costs.
  • Prevented cross-contamination from utensils, surfaces and pans when cooking and plating meals for food allergy sufferers.
  • Prepared and expedited food orders to support waitstaff and other team members.
  • Distributed food to wait staff quickly during busy peak periods to drive customer satisfaction.
  • Prepared cooking supplies, ingredients and workstations during opening and closing procedures to maximize efficiency.
  • Removed expired food and beverages from storage and reviewed inventory for upcoming expirations dates.
  • Worked with chef to prepare daily food specials and other supplies.
Debt Collector, to
NCOCity, STATE,
  • Used scripted conversation prompts to convey current account information and obtain payments.
  • Monitored accounts for compliance with established payment plans and flagged those in violation.
  • Used skip tracing and other techniques to locate debtors.
  • Delivered exceptional customer service on all calls while maintaining calm and professional demeanor in challenging circumstances.
  • Achieved performance goals on consistent basis.
  • Worked in call center environment handling manual and automatically dialed outbound calls.
  • Maintained high volume of calls to meet demands of busy group.
Education and Training
GED: , Expected in 6 2008 to Bishop State Community College - Mobile, AL,
GPA:
Activities and Honors

I am a community volunteer with several different organizations.

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Resume Overview

School Attended

  • Bishop State Community College

Job Titles Held:

  • Guest Service Manager
  • Guest Service Representatives
  • Assistant Cook
  • Debt Collector

Degrees

  • GED

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