guest services manager resume example with 18+ years of experience

Jessica Claire
  • Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
  • Home: (555) 432-1000
  • Cell:
Professional Summary

Enhance team performance and maximize customer satisfaction by strategically managing calls and implementing process improvements. Talented leader offering top-notch abilities in program management, interpersonal communication and administrative oversight. Successful at training and mentoring employees to promote culture of collaboration and continuous improvement. Focused [Job Title] with [Number] years of success in designing customer-oriented programs and developing high performing service-oriented teams. Accomplished in working with organizational leaders to establish business goals and devise strategies driving revenue generation and business growth. Proven track record in creating scalable customer service operations infrastructures and leveraging social media to nurture relationships with customers. Goal-oriented Customer Service Manager with [Number] years of experience in leadership roles. Detail-focused and driven to help employees succeed in meeting and exceeding sales goals. Charming salesperson skilled in communication and collaboration for best-in-class service. Effective leader and problem-solver which excels at streamlining operations to decrease costs and promote organizational efficiency. Offering hardworking mentality and history of success coordinating and monitoring operations across various departments. Highly committed to ensuring quality of services and products. Astute hospitality professional well-versed in guest relations, concierge services and conflict resolution. Offering [Number]+ years of experience in the industry and a passion for service excellence. Talented Guest Services Supervisor knowledgeable about the needs and preferences of [Number]-star guests. Looking to apply multitasking skills, industry expertise and a polished style to a dynamic position with [Company]. 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 [Software]. Experienced in working at [Type] and [Type] 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. Self-confident Guest Services Supervisor with [Number] 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. Organized Office Manager with over [Number] years of experience in [Industry] field. Prioritize projects and multitask effectively to achieve project goals. Methodical and detail-oriented team player with expertise in [Area of expertise]. Offering these skills and strong work ethic. Organized Guest Services Supervisor with [Number] years of experience and training in [Specialization]. 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 [Specialization] company. Goal-oriented Guest Services Supervisor with [Number] years of experience. Exceptionally fast learning with aptitude for maintaining big picture values through efficient day-to-day systems. 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 [Type of office] office. Guest-oriented Concierge offering over [Number] years of experience in hospitality and tourism. Self-starter with strong record of providing valuable service to clients and tourists. Highly communicative professional with more than [Number] years of expertise as Concierge for high-end hotel chains. Team player with ability to provide exceptional guest service. Background in industry positions at luxury resorts where client satisfaction is of utmost importance. Intelligent hospitality industry professional with exceptional knowledge of venues, tourist attractions, dining and entertainment offerings. Looking to help top-level hotel reach even further success through Concierge position. Multi-talented [Job Title] consistently rewarded for success in planning and operational improvements. Experience in policy development and staff management procedures positively impacting overall morale and productivity. [Job Title] with over [Number] years of successful experience in [Skill] and [Skill]. Recognized consistently for performance excellence and contributions to success in [Industry] industry. Strengths in [Skill] and [Skill] backed by training in [Area of study].

  • Benefits
  • Materials
  • Meetings
  • Access
  • Money
  • Office
  • Public Relations
  • Sales
  • Supervisor
  • Transportation
  • Website
  • Customer Relationship Management Software (CRM)
  • Inter-department collaboration
  • Team Leadership
  • Schedule Coordination
  • Microsoft Outlook, Word and Excel
  • Complaint resolution
  • Adherence to high customer service standards
  • Project manager supervision
  • Understanding of payroll services
  • Maintaining guest records
  • Effective managerial techniques
  • Managerial Accounting
  • Guest flow management
  • Supervision
  • Safety policies and procedures
  • Business operations
  • Relationship development
  • Project organization
  • Budgeting and reporting
  • Skilled trainer
  • Sales proficiency
  • Training and development
  • SAP and ERP system knowledge
  • Customer-focused
  • Marketing
  • Business owner
  • Client
  • Customer Service
  • Dba
  • Special events
  • Features
  • Inspecting
  • Inventory
  • Investments
  • Director
  • Personnel training and development
  • Talent Development
  • Training and Development
  • Customer Relations
  • Excellent time management skills
  • Exceptional interpersonal communication
  • Scheduled services
  • Guest complaint resolution
  • Organized managerial style
  • Services optimization
  • Guest engagement and assistance
  • Guest satisfaction
  • Hotel procedures
  • Travel accommodations
  • Guest flow
  • Communications
  • MS Office
  • Problem resolution
  • Schedule Management
  • Effective problem solver
  • Effective workflow management
  • Purchasing and procurement
  • Staff education and training
Work History
Guest Services Manager , 04/2017 to Current
First Hospitality Group IncLake Geneva, WI,
  • Plan, coordinate and carry out daily VIP transportation, airline status, security needs, and all other VIP requests.
  • Daily meetings with hotel owners, executives, and department managers to review all information and ensuring seamless guest experiences for the day.
  • Act as liaison between guests and management for all special requests, concerns, and questions.
  • Provide group tours of all special villas and theme suites and information of events and parties scheduled for the weekend.
  • Train staff to safely operate all department vehicles and can access special features.
  • Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
  • Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
  • Exceeded team goals and collaborated with staff members

    to implement customer service initiatives.
  • Aided senior leadership during executive decision-making processes and generated daily reports to recommend corrective actions and improvements.
  • Followed through with client requests to resolve problems.
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
Sales Manager, 03/2015 to 02/2017
Citrix Systems Inc.Coral Gables, FL,
  • Developed, designed, and implemented an interactive website that resulted in a 16% increase in growth.
  • Oversee all city, state, and federal permits, fees, inspections, and certificates required and approved before project begins.
  • Responsible for Elements Developments to be the exclusive building contractor for Black Knight Sports and Entertainment LLC dba Vegas Golden Knights.
  • Projects include remodel of main offices for Fidelity investments/Vegas Golden Knights offices in Summerlin, office construction in Foley's hanger in the Henderson airport, and minor league hockey facilities in Henderson.
  • Reduced costs by streamlining marketing roles, leveraging communication materials, monitoring budgets, and developing protocol.
  • Company official designated to address and solve any customer questions, concerns, or complaints.
  • Improved sales processes to streamline customer acquisition and onboarding strategies.
  • Coached employees in successful selling methods and encouraged cross-selling to drive revenue.
  • Identified, hired and trained highly-qualified staff by teaching best practices, procedures and sales strategies.
  • Developed innovative marketing campaigns to increase engagement with target demographic and drive brand exposure.
  • Collaborated with internal teams and suppliers to evaluate costs against expected market price points and set structures to achieve profit targets.
  • Delivered engaging sales presentations to new clients, explaining technical information in simplified language to promote features and increase client base.
  • Accomplished sales goals and boosted revenue by $[Number] through product knowledge and customer relationship management.
Event Supervisor, 11/2001 to 10/2014
Laz ParkingBaltimore, MD,
  • Organized corporate meetings, special events and social occasions to satisfy client requirements and increase facility revenues.
  • Exceeded both quarterly and annual sales goals.
  • Participated in planning meetings, site visits and vendor evaluations to enhance quality of client services.
  • Determined facility, services and staffing needs to establish framework for successful event execution.
  • Performed service and menu upgrades and upselling activities to meet predetermined revenue objectives.
  • Collaborated with clients to confirm event details such as setup logistics, decorations and food and beverage selections to fulfill client requests.
  • Held weekly meetings with DOS to identify techniques to overcome sales obstacles.
  • Forged and nurtured impactful relationships with customers to cultivate loyalty, boosting customer satisfaction ratings 12%. per year
Bachelor of Arts: Marketing/Criminology, Expected in
University of Nevada - Las Vegas, NV
Willing to relocate: Anywhere
Additional Information
  • Willing to relocate: Anywhere
  • Experienced leader and small business owner with a strong emphasis on outstanding customer service, communication, and lead by example. I can communicate on every level, and find satisfaction resolving difficult situations that the result benefits both management and client. I have proficient computer skills, thrive under pressure, easily adapt to change, and can think on the fly. I am looking for a management position with AGM Global to perfect Skills in Sales, Customer Service, or Public Relations.

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Resume Overview

School Attended

  • University of Nevada

Job Titles Held:

  • Guest Services Manager
  • Sales Manager
  • Event Supervisor


  • Bachelor of Arts

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