guest service manager resume example with 2+ years of experience
JessicaClaire
Montgomery Street, San Francisco, CA94105609 Johnson Ave., 49204, Tulsa, OK Home: (555) 432-1000 - Cell: - resumesample@example.com - : - -
Websites, Portfolios, Profiles
http://www.linkedin.com/profile/view?id=34583094
Professional Summary
Accountable Conference Service Manager demonstrating a high level of ownership and initiative. Quick and effective at decision making and maintaining excellent customer service throughout the sales process.
Courteous service professional with a strong dedication to exceeding expectations. With a solid understanding of the client requests to provide exceptional customer service.
Skills
Service-oriented
Hotel operations and management
Event planning and coordination
Resort experience
POS (Delphi and Opera) systems
Hospitality background
Front desk experience
Computer knowledge
Work History
06/2012 to 02/2013
Guest Service ManagerSage Hospitality Resources, Llp – Hopkins, MN,
Improved customer service ratings through department meetings.
Recruited and trained four new members of the guest service team.
Greeted and welcomed all hotel guests with a smile.
Reviewed account information and charges with guests during check-out.
Collaborated with maintenance and housekeeping to improve customer service scores.
Resolved service-related problems in a timely manner.
Verified that personal and payment information on guest accounts was accurate and complete.
Solicited feedback through questionnaires to evaluate levels of guest satisfaction.
Developed departmental objectives, work schedules, budgets and policies.
Updated team members about changes in hotel products, services, pricing and policies.
Delivered messages, mail and packages left for guests and hotel facilities in a timely manner.
11/2011 to 06/2012
Assistant Front Office ManagerMarriott Vacations Worldwide – Lahaina, HI,
Responsible for the training and supervision of nine employees Coordinate the blocking of guest rooms for a 334 room hotel Ensuring that travel agency credit cards were pre-charged prior to guest arrival Manager on duty to handle guest complaints and incidences, ensuring rooms are ready for housekeeping by running the due out rooms Prepare weekly schedule.
Greeted and welcomed all hotel guests with a smile.
Resolved service-related problems in a timely manner.
Verified that personal and payment information on guest accounts was accurate and complete.
Verified customers' credit and established how the customer would pay for the accommodation.
Computed bills, collected payments and made change for guests.
Recommended top dining and entertainment options for guests in the New York City area.
08/2010 to 02/2011
Catering ManagerSan Manuel Indian Bingo & Casino – Highland, CA,
Adapt to the use of Delphi and Novell Mail System.
Conduct site visits with potential clients explaining the capacities and various seating capacities of the ballrooms Block meeting space, plan menus and create Banquet Event Orders (BEOs) Conduct business dinners to review upcoming events Record and follow-up with leads from OneSource, DCVB and ICVB Quote room and event rates for social events and small corporate events.
Solicit new clients for social events such as weddings, holiday parties, and small meetings Respond promptly to incoming property leads.
Verified customers' credit and established how the customer would pay for the event.
Computed bills, collected payments and made change for guests.
Contacted customers by phone and email in response to inquiries.
Promptly resolved all customer requests, questions and complaints.
Maintained knowledge of current sales and promotions, policies regarding payment and exchanges and security practices.
Built relationships with customers and the community to establish long-term business growth.
08/2009 to 08/2010
Catering Coordinator/ManagerOcean Place Resort & Spa – City, STATE,
Adapt to the use of Opera Operating System Sales and Catering.
Experienced in creating, maintaining and updating Banquet Event Orders (BEOs) for groups and weddings.
Onsite contact and liaison between clients and hotel staff.
Troubleshoot for clients when planning events.
Computed bills, collected payments and made change for guests.
Verified customers' credit and established how the customer would pay for the event or accommodations.
Create walk-in reservations through the use of Opera for 254-room hotel.
Credit limit resolution to ensure prompt and efficient service and attend to the guest's need for hotel services.
Experienced in night audit procedures.
Recommended top dining and entertainment options for guests in the Long Branch area.
Posted charges for rooms, food, liquor, or telephone calls, to ledgers manually or by using computers.
Answered department telephone calls within three rings, using correct salutations and telephone etiquette.
Trained all incoming sales team members.
Education
Expected in 6 2009 to to
Bachelor of Arts: Hospitality Business Michigan State University - East Lansing, MI GPA: GPA: 3.6 Member of Delta Sigma Pi Business Fraternity, Spartan Christian Fellowship and Professional Convention Management Association (PCMA). Hospitality Business GPA: 3.6 Member of Delta Sigma Pi Business Fraternity, Spartan Christian Fellowship and Professional Convention Management Association (PCMA).
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