Guest Service Supervisor Resume Example
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.
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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
November 2014 to CurrentDrury Hotels － Dallas , TX
- 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
May 2014 to November 2014Desert Diamond Casino － Ajo , AZ
- 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.
August 2012 to December 2013Desert Diamond Casino － Glendale , AZ
- Performed general guest services and clerical tasks.
- Trained new employees as needed.
- Organized daily reservation reports and updated source coding for SalesDepartment 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.
March 2012 to January 2013Belle Tire － Garden City , MI
- 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.
July 2011 to October 2012Desert Diamond Casino － Tucson , AZ
- 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.
General Education General Education Fernando R Ledesma - El Monte, CA, Unites States
Problem Resolution & Guest recovery
Driving Sales
Excellent Customer Service Standards
Cash Handling
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Resume Overview
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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