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Guest Service Supervisor Resume Example

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GUEST SERVICE SUPERVISOR
Career Overview

Goal driven hospitality enthusiast offering 4 years of experience. Maintaining high guest satisfaction ratings and meeting or exceeding sales/budget goals are my focus. Dependable team leader with strong communication and organizational abilities. Accustomed to fast paced and high volumed atmospheres. Always willing to expand my knowledge in various departments to better assist customers and team members. Motivated individual with an engaging attitude and outgoing personality.

Core Strengths
  • Sympathetic, welcoming and courteous demeanor
  • Results oriented
  • Competent sales performer
  • Seasoned in conflict resolution
  • Critical decision making
  • Guest relations
  • Fluent Spanish / English
  • Productive team member
  • Multi-tasking
  • Professional phone etiquette
Accomplishments

Used customer feedback tracking strategies to increase customer loyalty and revenue. Examples: Medallia, Market Metrix, Revinate, Trip Advisor

Monitored Compset rates / occupancy to benefit our daily sales and business intake.

Generated additional corporate and event contracts for Sales department. Earned Sales Ambassador recognition (2012-2014) The Sunrise Hotel & The Inn at Venice Beach.

Exceeded company expectations for Signature World Wide Shop Calls by maintaining solid 100% Scores. Within a 30 day time frame I improved Signature Scores from 78% to 100%.

Used sales strategies (up-selling, minimum stay requirements, date blocks) to maximize Revenue and ADR.

11/17/14 Received promotion to Guest Service Supervisor-The Redondo Beach Hotel

Lead the The Redondo Beach Hotel Housekeeping Department as (Exec. Housekeeper) from Feb. 2015 - Apr. 2015

Work Experience
Guest Service Supervisor
November 2014 to Current The Redondo Beach Hotel Pacifica Hotel Company － Redondo Beach, CA
  • Opened Hotel with Front Desk Employees new to the Hotel Industry, Ensured to train the staff up to Pacifica Hotel Brand Standards
  • Maintain the highest level of professional and efficient service at all times for a smooth operation
  • Supervise front desk daily tasks to promote efficiency
  • Assist Assistant General Manager with Human Resources tasks and projects
  • Assist Sales department with Sales groups and events
  • Manage inventory and purchasing for hotel's Food and Beverage sales
  • Manage inventory and purchasing for Front Office Essentials
  • Manage guest complaints & discrepancies
  • Drive hotel call conversions
  • Promote a positive culture in all departments
Guest Service Agent
May 2014 to November 2014 The Inn at Venice Beach Pacifica Hotel Company － Venice Beach, CA
  • As Signature Worldwide Ambassador I coached employees with customer service skills to maximize sales & occupancy.
  • Trained staff with sales techniques to enhance customers experience over the phone and in person thus generating more revenue for the company.
  • Worked closely with management to convert Event Planning phone inquiries into Event contracts, and Corporate phone inquiries into Corporate contracts.
  • Track and calculate employee incentives for payroll.
  • Input ideas for team and property improvement.
  • Perform Guest Service general duties.
  • Communicate with Guests Via E-mail & Phone regarding reservations, inquiries, general information, or requests.
  • I set expectations for over the phone sales conversions.
  • Promptly meet daily guest requests.
Guest Service Agent
August 2012 to December 2013 Sunrise Hotel Pacifica Hotel Company － Redondo Beach, CA
  • Performed general guest services and clerical tasks.
  • Trained new employees as needed.
  • Organized daily reservation reports and updated source coding for Sales Department to track hotel success.
  • Earned recognition for top customer service and top sales performer (2012-2013).
  • Developed excellent customer relations.
  • Managed adjustments, resolved guest issues, and communicated information with management in a timely manner.
  • Ensured front desk operation ran smoothly.
  • Promptly responded to inquiries via mail, e-mail and fax.
Sales Associate
March 2012 to January 2013 Bakers Shoes South Bay Galleria － Redondo Beach, CA
  • Met daily sales quotas.
  • Ensured all customers received efficient fast paced service.
  • Worked closely with Floor Manager to meet daily sales goals.
  • Worked as a team to convert every walk-in into a sale.
Guest Service Agent
July 2011 to October 2012 BW Galleria Inn － Redondo Beach, CA
  • Worked as MOD.
  • Performed Hotel Clerical tasks.
  • Rooms Control Conducted room inspections everyday.
  • Provided excellent customer service Balanced two PMS systems every end of shift Trained new employees as needed BW care certified Designated employee for corporate audits / inspection dates Reviewed and prepared reservations for the next day Responded to guest feedback accordingly.
Educational Background
High School Diploma : General Education, 2010 Fernando R Ledesma － El Monte, CA, USA

General Education General Education Fernando R Ledesma - El Monte, CA, Unites States
Skills

Problem Resolution & Guest recovery

Driving Sales

Excellent Customer Service Standards

Cash Handling

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Resume Overview

Companies Worked For:

  • The Redondo Beach Hotel Pacifica Hotel Company
  • The Inn at Venice Beach Pacifica Hotel Company
  • Sunrise Hotel Pacifica Hotel Company
  • Bakers Shoes South Bay Galleria
  • BW Galleria Inn

School Attended

  • Fernando R Ledesma

Job Titles Held:

  • Guest Service Supervisor
  • Guest Service Agent
  • Sales Associate

Degrees

  • High School Diploma : General Education , 2010

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