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guest service manager manager on duty resume example with 6+ years of experience

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

Friendly Guest Service Manager brings extensive hospitality and customer service expertise. Greets guests and dedicates full attention to meeting needs and promoting site amenities. Resolves and improves sources of dissatisfaction to retain happy and loyal patrons.

Skills
  • Cash Transactions
  • Performance Evaluations
  • Employee Coaching and Motivation
  • Staff Training
  • Teamwork and Collaboration
  • Hiring and Training
  • Team Leadership
  • Onboarding and Orientation
  • Documentation and Reporting
  • Problem Resolution
  • Customer Relations
  • Hospitality Services
  • Fluent in English and Spanish
  • Exceptional Customer Support
  • Daily Shift Oversight
  • Complaint Resolution
  • Hotel Management
  • Guest Services
  • Computer Skills
  • Teamwork and Leadership
Experience
Guest Service Manager /Manager on Duty, 05/2022 to Current
Advance Auto PartsHaltom City, TX,
  • Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
  • Responded to and resolved guest issues or complaints.
  • Promoted loyalty by signing customers up for rewards program and encouraged repeat stays through exceptional service.
  • Gave clear directions to local museums, restaurants and places of interest to patrons.
  • Monitored reservations to track incoming parties and special events.
  • Coached staff on strategies to enhance performance and improve customer relations.
  • Managed team of front desk agents, supervising personnel in issue resolution.
  • Assisted guests at check-in, providing information on various services within hotel.
  • Built and maintained productive relationships with employees.
  • Explained how TV remote, heating/cooling, WiFi access and locks worked to hotel guests.
  • Maintained smooth operations by correctly assigning rooms and coordinating guest check-ins and check-outs.
  • Contacted housekeeping services and maintenance personnel regarding problems with guest rooms.
  • Verified customer credit to establish payment method for accommodations.
  • Input and confirmed reservations for guests.
  • Handled high volume of phone calls and routed to proper guest or internal department.
  • Delegated work to staff, setting priorities and goals.
  • Issued room keys to guests upon check-in and answered questions regarding proper use.
  • Maintained important files, running reports and delivering updates on occupancy and revenue.
  • Oversaw recruiting, interviews and new employee hiring.
  • Answered multi-line telephone with polite tone of voice to provide general information and answer inquiries.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Advised housekeeping staff of rooms vacated and ready for cleaning.
Manager on Duty, 02/2022 to 05/2022
Pyramid Hotel GroupBerkeley, CA,
  • Evaluated individual and team business performance and identified opportunities for improvement.
  • Resolved customer inquiries and complaints requiring management-level escalation.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Produced thorough, accurate and timely reports of project activities.
  • Maintained professionalism in customer interactions, answered concerns and resolved problems with friendly and knowledgeable approach.
  • Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
  • Took care of customer problem escalated by other staff members.
  • Recruited and trained new employees to meet job requirements.
  • Collaborated with upper management to improve productivity of operations.
  • Delegated work to staff, setting priorities and goals.
  • Handled employee problems in absence of general manager.
  • Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
Front Office Manager, 07/2020 to 02/2022
Four Seasons Hotels IncParis, TX,
  • Answered phones to respond to customer inquiries and transferred calls to appropriate staff members.
  • Organized resources and staff necessary to handle requirements and maintain strong service levels.
  • Conducted transactions, confirming patient information and processing according to standard protocol.
  • Reviewed safety, health and sanitation processes throughout areas and enforced rules to promote security and safety.
  • Assisted with interviewing job applicants by asking appropriate questions and offering insight and feedback.
  • Monitored office inventory to maintain supply levels.
  • Maintained important files, running reports and delivering updates on occupancy and revenue.
  • Created and optimized employee schedules for shift coverage.
  • Recruited, trained and developed administrative team to support corporate growth and objectives.
  • Distributed memos and updates to apprise departments and divisions of corporate objectives and developments.
  • Orchestrated staff meetings to maintain open communication and quickly address concerns.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Established and created training programs to enhance employee knowledge of best practices, resulting in improved customer satisfaction.
Valet Manager, 08/2016 to 07/2020
Grand Beach Hotel SurfsideCity, STATE,
  • Payroll and scheduling for the staff
  • Removed safety hazards, soiled items and trash from customer areas.
  • Answer customer inquiries or explain cost, availability, policies, and procedures of facilities.
  • Developed team communications and information for meetings
  • Copied, logged and scanned supporting documentation and placed all information in client files
  • Activate emergency action plans and administer first aid, as necessary.
  • Take numbered tags from customers, locate vehicles, and deliver vehicles, or provide customers with instructions for locating vehicles
  • Responded immediately to any guest requests or concerns and made sure that issues were promptly resolved
  • Keep parking areas clean and orderly to ensure that space usage is maximized.
  • Patrol parking areas in order to prevent vehicle damage and vehicle or property thefts.
  • Greet customers and open their car doors.
  • Answered average of calls, emails and faxes per day, addressing customer inquiries, solving problems and providing new product information.
  • Verified vehicles remained secured on lot and with windows marked with last six of VIN, client, key status and driveable status.
  • Took and uploaded photos of vehicles repossessed, won at auction, purchased from private parties and acquired new from manufacturers.
Education and Training
High School Diploma: , Expected in 12/2012 to Hogar Paulo VI - Nicaragua,
GPA:
: Computer Information in Technology, Expected in to Miami Dade College - Miami, FL,
GPA:

Computer information technology (CIT) is the use and study of computers, networks, computer languages, and databases within an organization to solve real problems. The major prepares students for applications programming, networking, systems administration, and internet development.

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Resume Overview

School Attended

  • Hogar Paulo VI
  • Miami Dade College

Job Titles Held:

  • Guest Service Manager /Manager on Duty
  • Manager on Duty
  • Front Office Manager
  • Valet Manager

Degrees

  • High School Diploma
  • Some College (No Degree)

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