guest service manager resume example with 20+ years of experience

Jessica Claire
  • Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
  • H: (555) 432-1000
  • C:
  • Date of Birth:
  • India:
  • :
  • single:
  • :
Professional Summary

Experienced in working at Outrigger Hotels & Resorts and Embassy Suites Waikiki by Hilton properties to coordinate guest services operations, arrivals and departures and special events. Skilled communicator, problem-solver and organizer with a detail-oriented and adaptable approach. Goal-oriented hospitality professional with a focused and tenacious approach to meeting guest needs. Adept at completing frequent reviews and inspections to maintain a polished team and exceptional quality standards. Proficient in Microsoft Office. Veteran Guest Services Manager directing all areas and team members focused on guests services, including valets, concierge and front desk personnel. Proactive and decisive with strategic mindset. Offering 26 years of progressive experience in field. Guest Services professional with demonstrated success in optimizing policies, coordinating events and managing guest services operations. Well-versed in handling VIP guests and groups. Knowledgeable about customer preferences, industry standards and successful strategies for maintaining guest loyalty and building long-lasting relationships. Talented Guest Services Supervisor knowledgeable about the needs and preferences of 10-star guests. Looking to apply multitasking skills, industry expertise and a polished style to a dynamic position with Outrigger Hotels & Resorts. Self-confident Guest Services Supervisor with 26 years of experience. Offering comprehensive understanding of modern computer systems, creative, constructive management and exemplifying excellent customer service. Successful in delivering one-of-a-kind services to a hotel or hospitality industry. Enterprising Guest Services Supervisor with extensive knowledge of financial success and increasing profit through fantastic customer service, salesmanship and efficient workplace systems. Offering an understanding of modern computers and phones and an excellent eye for detail. Eager to bring innovation and profitable changes to a Hotel office. Goal-oriented Guest Services Supervisor with 26 years of experience. Exceptionally fast learning with aptitude for maintaining big picture values through efficient day-to-day systems. Astute hospitality professional well-versed in guest relations, concierge services and conflict resolution. Offering 26+ years of experience in the industry and a passion for service excellence. Organized Guest Services Supervisor with 26 years of experience and training in guest satisfaction. Successful at creating and maintaining long-term, individualized relationships with clients and working cross-functionally for efficient client services and management. Offering modern and innovative leadership to a outstanding company. Energetic Hotel Manager enthusiastic about delivering superior service to every guest. Successful at cutting costs without impacting quality of service and guest satisfaction. History of driving company growth through Experience and training. Enthusiastic Guest Service Manager eager to contribute to team success through hard work, attention to detail and excellent organizational skills. Clear understanding of Team Work and customer service and training in growth. Motivated to learn and grow. Multi-talented Guest Service Manager consistently rewarded for success in planning and operational improvements. Experience in policy development and staff management procedures positively impacting overall morale and productivity.

  • Scheduling
  • Invoicing
  • Budgeting
  • Guest Services
  • Staff Management
  • Employee Training
  • Cash Handling
  • Point of Sale Systems
  • New Product Information
  • Quality Management
  • Product Knowledge
  • Telecommunications
  • Check-in procedures
  • Customer service abilities
  • Concierge services
  • Quality controls
  • RFID keycard administration
  • Guest relations
  • Adjusting schedules
  • Team Leadership
  • Loss prevention
  • Improving processes
  • Implementing policies
  • Team Training
  • Customer service standards
  • Strategic Planning
  • Conflict management
Work History
Guest Service Manager, 11/2006 - 06/2020
Omni Hotels Asheville, NC,
  • Trained junior team members in customer service strategies and property policies.
  • Suggested room and package upgrades to customers to boost revenue by 100%.
  • Checked guests into and out of hotel.
  • Reviewed upcoming events and planned for expected challenges.
  • Kept up to date on hotel and local happenings, including events, restaurant menu, occupancies, staff updates and VIP guests.
  • Developed and implemented strategies to improve guest experiences and build loyalty.
  • Set and managed policies for concierge services and guest relations.
  • Coordinated arrivals and departures of VIPs.
  • Took notes on long-term and return customers in order to deliver personalized customer treatment and service.
  • Maintained high employee satisfaction and performance with hands-on and collaborative style.
  • Maintained front desk schedule and ensured employee standards.
  • Hired and trained new employees, demonstrating best methods for serving clients and guests.
  • Supervised team of 18 front desk agents and helped to resolve issues arising during shifts.
  • Oversaw day-to-day operations of brand new, 369-room hotel with staff of 18 employees.
  • Greeted and assisted guests by gathering information pertaining to reservations or requests.
Guest Service Representative, 02/1996 - 10/2006
Columbus Hospitality Bonita Springs, FL,
  • Provided guests with above-and-beyond service, including making outside venue reservations and setting up tours.
  • Assisted guests by furnishing information and directions to various areas of property including casino, gift shop and dining areas.
  • Collaborated with Management and Front Office team members to handle guest requirements from check-in through check-out.
  • Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
  • Planned coverage needs and organized services to support incoming special events.
  • Updated customer accounts with add-on room charges, including minibar use and room service bills.
  • Explained details regarding property, including restaurants, pool area, spa and fitness center to acclimate patrons to resort environment.
  • Protected guest valuables with main safe or in individual boxes to maximize security.
  • Entered customer data using ONQ software and updated information whenever patrons changed rooms.
  • Immediately contacted housekeeping staff and maintenance department regarding guest room issues, including toilet clogged and room wasn't cleaned properly to promote quick remediation.
  • Used quick response and dynamic service skills to build relationships with patrons, improving customer retention rate.
  • Answered multi-line phone system, responded to inquiries and transferred calls to correct departments and personnel.
  • Ran reports detailing daily actions, including guest numbers, accounting expenses and income and room service usage.
  • Sorted mail and other important data upon Manager on Duty's absence, promoting quick delivery of all messages to recipients.
  • Educated guests on hotel security features and instructed on important information regarding safety processes and procedures.
  • Greeted 160 daily visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
  • Kept accounts in balance and ran daily reports to verify totals.
  • Communicated problems regarding guest rooms to housekeeping services and maintenance personnel.
  • Oversaw fast-paced front desk operations at busy Embassy Suites Waikiki facility with as many as 160 nightly guests.
  • Arranged accommodations and travel plans for visitors and presented updated itineraries.
  • Maintained transaction security by verifying payment cards against identification.
  • Maintained financial accuracy by collecting deposits, fees and payments.
Food Clerk, 02/1995 - 02/1996
Kroger Floyds Knobs, IN,
  • Restocked, arranged and organized merchandise in front lanes to drive product sales.
  • Counted cash in register drawer at beginning and end of shift.
  • Processed POS transactions, including checks, cash and credit purchases or refunds.
  • Used POS system to enter orders, process payments, and issue receipts.
  • Assisted customers by answering questions and fulfilling requests.
  • Prepared and submitted end-of-shift reports using Stellex.
  • Prepared beverages and filled food orders for customers.
  • Reconciled cash drawer at start and end of each shift, accounting for errors and resolving discrepancies.
  • Served needs of more than 100 customers in busy Hotel environment.
: Liberal Arts, Expected in
Leeward Community College - Pearl City, HI,
Status -
High School Diploma: , Expected in 06/1989
Pearl City High School - Pearl City, HI,
Status -

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Resume Overview

School Attended

  • Leeward Community College
  • Pearl City High School

Job Titles Held:

  • Guest Service Manager
  • Guest Service Representative
  • Food Clerk


  • High School Diploma

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