Guest Services Manager Resume Example Blue Ridge Hotel And Conference Center

GUEST SERVICES MANAGER

Professional Summary

Management professional with 10+ years leading customer service and merchandise planning teams. Dedicated team-player and mentor with strong communication, presentation and interpersonal skills. Certified coach with strategic, analytical and problem-solving abilities.

Summary of Qualifications

Passionate about providing engaging experiences to customers to ensure they walk away with a smile, information to fulfill their needs and the desire to return.
Motivated by a diverse energetic work environment, analyzing data & problem resolution, and exceeding goals.
Highly empathetic leader than can create order out of chaos.

Professional Skills

Strategy and Analysis

Evaluated business needs, identified core tasks and cross-trained team to reduce payroll expense by 20%.
Identified and executed action plan to increase sales by 30%, which had dual impact of aligning payroll.
Analyzed sales and inventory relationship and recommended pricing strategy which grew sales in underperforming product category by 25%.

Training and Development

Wrote Standards of Operation and training material for new Property Management System, in order to improve consistency of execution and support company transition from brand to independent hotel.
Improved employee performance through action plans, education and accountability, resulting in staff recognition and internal promotions.
Implemented mentor program which shortened learning curve from 6 months to 3 months.

Customer Service

Facilitated customer service training, including Active Listening Skills, Wise Pineapple principles and the value of Customer Loyalty.
Engaged customer through responding to social media reviews, timely resolving guest concerns and sending post-stay emails.
Created customer loyalty through follow up calls and thank you cards.

Work History

Blue Ridge Hotel And Conference Center. Roanoke, VAGuest Services Manager | 11/2017 - 12/2019

Hired and trained new employees, demonstrating best methods for serving clients and guests.
Supervised team of 14 front desk agents and helped to resolve issues arising during shifts.
Helped employees with day-to-day work and complex problems by applying motivational and analytical strategies.
Assessed personnel performance and implemented incentives and team-building events to boost morale.
Trained team members on new hotel services and products to support promotional efforts.
Resolved issues through active listening and open-ended questioning, escalating major problems to [Job Title].
Monitored front areas so that any questions could be responded to quickly and effectively.
Provided backup to front desk, stepping in to assist with various tasks whenever employee was absent or at lunch.
Supervised and guided new employees on [Task] and [Task] and responded quickly to questions, which improved understanding of job responsibilities.
Recruited, hired, trained and supervised staff of [Number] and implemented mentoring program that offered positive employee engagement.
Oversaw office inventory activities, including ordering and requisitions, stocking and shipment receiving.
Developed and implemented office management procedures, increasing training efficiency, team productivity and accuracy.

David's Bridal. Roanoke, VARetail Operations Manager | 02/2009 - 11/2017

Promoted from Part-time Bridal Stylist in 2013

Directed day-to-day operations focused on attainment of key business metrics, continuous improvement initiatives and [Number]-member management team with related direct reports.
Implemented policies and standard operating procedures for continuous improvement.
Conducted performance reviews each quarter, offering praise and recommendations for improvement.
Reviewed financial reports each day and investigated variances with accounting staff to keep records accurate.
Planned, directed, coordinated and assigned manpower to efficiently meet daily production requirements and goals.
Scheduled employee tasks, conducted performance reviews and executed daily branch operational goals to maximize team productivity.

Achieve Success, LLC. Daleville, VirginiaOwner/ Professional Coach | 04/2008 - 08/2013

**Collaborated with business leadership to set training objectives.
**Directed and improved program operations by analyzing data and making proactive adjustments.
Taught classes on topics such as [Topic], [Topic] and [Topic].
Designed courses to meet company requirements and help develop new leaders within organizational structure.
Assessed skill gaps for employees in [Type] department and developed training courses to meet identified needs.
Researched and obtained relevant course materials to achieve training objectives.
Led daily, weekly and monthly coaching, counseling and feedback sessions.
Created in-depth training manual for all employees.
Delivered wide variety of courses focused on [Type], [Type] and [Type] topics to enhance communication, team cohesion and group performance.
**Assisted with development and implementation of [Type] strategies for [Type] businesses.
**Equipped executives and senior managers with effective leadership skills through development and deployment of targeted training programs.
Helped organizations refocus vision, mission and brand to improve efficiency and performance.
Strengthened [Type] operations and [Type] organizational structures through detailed evaluations and strategic improvement plans.
Transformed skills and success of individual leaders with one-on-one coaching sessions.
Designed and conducted more than [Number] training and development workshops for all types of [Industry] professionals.
Engaged prospects and customers through various events, including tradeshows, seminars and workshops.
Used [Industry] expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.

Lady Footlocker. New York, NYDirector of Merchandising | 09/1993 - 05/2007

Promoted from Merchandise Manager in 2005
Promoted from Head Merchandiser in 2000
Promoted from Merchandiser in 1999
Worked part-time in stores until graduation in 1996
Reviewed each store location's buying trends to ascertain correct assortment of apparel for maximum sales and profits.
Created hands-on training program for newly hired employees to acclimate each person to company policies and procedures and individual job duties.
Led [Type] team in delivery of [Type] project requiring close cooperation among members to share information and develop solutions to meet broad array of deliverables.
Offered data-driven recommendations aligned with overall company strategies and prioritized process improvement initiatives.

Skills

Communication Skills
Customer Service
Data Analysis
Energetic Self-Starter

Proficient in Microsoft Office
Strategic Planning
Team Building
Training & Development

Education

Marywood CollegeScranton, PABachelor of Science: Retail Fashion Merchandising

Fashion Institute of TechnologyNew York, NYAssociate of Science: Fashion Buying And Merchandising

Resume Overview

Companies Worked For:

Blue Ridge Hotel And Conference Center
David's Bridal
Achieve Success, LLC
Lady Footlocker

School Attended

Marywood College
Fashion Institute of Technology

Job Titles Held:

Guest Services Manager
Retail Operations Manager
Owner/ Professional Coach
Director of Merchandising

Degrees

Bachelor of Science : Retail Fashion Merchandising
Associate of Science : Fashion Buying And Merchandising

Guest Services Manager Resume Example

Resume Score: 80%

DISCLAIMER

Resume Overview

Create a job alert for [job role title] at [location].

Similar Resumes