Customer-focused Guest Relations Manager with 30 years in hospitality industry. Oversee front desk and housekeeping operations alongside monthly reporting to maintain functionality. Welcoming and personable with fantastic eye for detail. Driven to keep team members engaged, focused and dedicated to customer happiness. Well-versed in collecting and reviewing customer data, and multitasking abilities. Intelligent management professional with exceptional knowledge of venues, tourist attractions, dining, and entertainment offerings. Extensive background in hotel management positions for high-end resorts.
Skills
Scheduling
Guest Services
Employee Training
Point of Sale Systems
New Product Information
Product Knowledge
Employee rewards and motivation
New hire training
Customer service expert
Proficiency in hospitality systems
Detail-driven
Brand Management
Guest experiences
Guest accommodations
Project organization
Business operations
Relationship development
Process improvement
Supervision
Invoicing
Staff Management
Cash Handling
Customer Complaint Resolution
Quality Management
Telecommunications
Quality improvement leadership
Satisfaction scoring systems
Superior organizational skills
Data Collection
Office and staff streamlining
Reservations management
Vendor interaction
Policy and procedure adherence
Team management
Operational improvement
MS Office
Problem resolution
Education
Caravel Academy - College PreparatoryBear, Delaware, Expected in 06/1989 – –High School Diploma: - GPA:
Work History
First Hospitality Group Inc - Guest Services Manager Springfield, OH, 03/2020 - Current
Oversaw regulated greeting and internal processing of guests upon arrival.
Collaborated with outside departments to coordinate solutions and retain guest satisfaction.
Consistently offered personalized recommendations for guest activities based on detailed conversations with clients upon arrival.
Motivated and rewarded employees to improve engagement.
Restructured lines of communication with housekeeping to make sure guests were satisfied with timeliness and quality of housekeeping services.
Remained available 12 hours daily to respond to guest needs, complaints or inquiries.
Surveyed guests to check for areas in need of improvement.
Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
Greeted and assisted guests by gathering information pertaining to reservations or requests.
Booked large groups for weddings, seminars, conferences and other events, providing best available room rates.
Oversaw day-to-day operations of brand new, 10-room hotel with staff of 1 employees.
Inn At Perry Cabin - Front Office Manager Saint Michaels, MD, 01/2000 - 03/2020
Established and developed highly efficient and dependable administrative team by delivering ongoing coaching and motivation and fostering career advancement.
Established efficient workflow processes, monitored daily productivity and implemented modifications to improve overall effectiveness of personnel and activities.
Established and updated work schedules to account for changing staff levels and expected workloads.
Helped employees with day-to-day work and complex problems by applying motivational and analytical strategies.
Provided backup to front desk, stepping in to assist with various tasks whenever employee was absent or at lunch.
Oversaw office inventory activities, including ordering and requisitions, stocking and shipment receiving.
Codified office structures and processes to promote teamwork and performance.
Supervised and guided new employees on greeting and customer service and responded quickly to questions, which improved understanding of job responsibilities.
Assisted General Manager with interviewing potential employees, asking appropriate questions and providing feedback after interviews.
Resolved issues through active listening and open-ended questioning, escalating major problems to Head of Maintenance.
Interceded between Housekeeping during arguments and diffused tense situations by employing confidence and empathy.
Inn At Perry Cabin - Front Office Manager Saint Michael's, MD, 01/1997 - 08/2000
Established and developed highly efficient and dependable administrative team by delivering ongoing coaching and motivation and fostering career advancement.
Communicated corporate objectives across all divisions through regular correspondence and scheduled status updates.
Interpreted management directives to define and document administrative staff processes.
Established and updated work schedules to account for changing staff levels and expected workloads.
Assessed personnel performance and implemented incentives and team-building events to boost morale.
Helped employees with day-to-day work and complex problems by applying motivational and analytical strategies.
Monitored and evaluated personnel performance to complete 90 day reviews, recommend advancement or address productivity concerns.
Monitored and evaluated personnel performance to complete 90 days reviews, recommend advancement or address productivity concerns.
Developed and implemented office management procedures, increasing training efficiency, team productivity and accuracy.
Provided backup to front desk, stepping in to assist with various tasks whenever employee was absent or at lunch.
Oversaw office inventory activities, including ordering and requisitions, stocking and shipment receiving.
Managed CRM database, including troubleshooting, maintenance, updates and report generation.
Monitored front areas so that any questions could be responded to quickly and effectively.
Trained team members on new hotel services and products to support promotional efforts.
Abm - Manager Monroe, OH, 01/1990 - 10/1997
Adjusted job assignments and schedules to keep pace with dynamic business needs, factoring in processes, employee knowledge and customer demands.
Cross-trained existing employees to maximize team agility and performance.
Reduced workflow inconsistencies by recruiting and hiring capable staff members.
Developed and implemented productivity initiatives, in addition to coordinating itinerary and scheduling appointments.
Reviewed performance data to monitor and measure productivity, goal progress and activity levels.
Interviewed and hired strong candidates for team openings, using newspapers, job boards and social media to find applicants.
Communicated best practices among on-site and external personnel to align efforts and goals.
Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows to meet any daily demand.
Identified and qualified customer needs and negotiated and closed profitable projects with high success rate.
Developed and maintained relationships with High Progile customers and suppliers through continual communication and discretion.
Set and managed schedules to give proper coverage to required areas and meet customer service demands.
Applied performance data to evaluate and improve operations, target current business conditions and forecast needs.
Increased operational efficiency by developing improved filing systems for confidential client records and reports.
Evaluated employees' strengths and assigned tasks based upon experience and training.
Trained new employees in specific job requirements.
Hired, trained and mentored staff to maximize effectiveness.
Maintained team efficiency by strategically delegating daily activities, monitoring output and rewarding positive contributions.
Delivered feedback to decision-makers regarding employee performance and training needs.
Expanded cross-functional organizational capacity by collaborating across departments on priorities, functions and common goals.
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