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Jessica
Claire
resumesample@example.com
(555) 432-1000,
Montgomery Street, San Francisco, CA 94105
:
Professional Summary

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 Preparatory Bear, 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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Resume Overview

School Attended

  • Caravel Academy - College Preparatory

Job Titles Held:

  • Guest Services Manager
  • Front Office Manager
  • Front Office Manager
  • Manager

Degrees

  • High School Diploma

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