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Guest Services Manager / Rooms Division Manager / Assistant General Manager Resume Example

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GUEST SERVICES MANAGER / ROOMS DIVISION MANAGER / ASSISTANT GENERAL MANAGER
Executive Profile
Convention Sales Event Planning Trade Shows Hospitality professional with over 15 years in Lodging, Dining, Event and Conference planning. Familiar with lodging reservation systems including Epitome, as well as MS office, Adobe Suite and Social marketing. Trained in European hospitality standards with fluency in three languages. Core Competencies Sales Development / Implementation Guest Services Programs Exceeding Sales / Revenue Targets Communication & Collaboration Key Alliance & Partnership Building Guest Retention / Recruitment Multilingual French English Arabic Guest Occupancy / Guest Yields
Professional Experience
Guest Services Manager / Rooms Division Manager / Assistant General Manager 01/2007 to 01/2012 The Opal Hotel San Francisco, CA
  • Accommodated guests throughout their stay, and resolved guest issues in an efficient and courteous manner.
  • Created dynamic guest service programs, such as Service Champion, which rewards agents for superior guest service.
  • Established certification program for new agents and shift leaders to ensure knowledgeable and helpful staff.
  • Key Achievement: Generated pricing and promotional strategies that increased revenue and implemented effective corporate branding.
  • Results were an increase in occupancy was by 9.2%, and in ADR by 12.8%, and the revenue per available room by 11.7%.
  • Developed strategic relationships with guests, travel agents, and merchants.
  • Maintained the quality and condition of the facility, and managed supply inventory.
  • Sustained profit revenue and guest retention and actively generated over $1 million in revenue in the Tour and Travel division, bringing additional $300,00 annually.
  • Advocated for and implemented environmentally responsible upgrades, such as using natural cleaning supplies, biodegradable plastic ware, and green-friendly amenities.
Restaurant General Manager 01/2003 to 01/2007 Crepevine Restaurant San Francisco, CA
  • Created a new accounting system database based on MS-Excel.
  • Designed menus, business cards, labels, panels and forms for the restaurant using Adobe In-Design and Adobe Photoshop programs.
  • Key Achievement: Increased monthly revenue for three separate locations to over $300,000 each.
  • Spearheaded management strategies that streamlined internal processes for multiple locations simultaneously, and improved the performance of a staff of approximately 70 people.
  • Executed large catering events in excess of 200 guests, such as the banquet held to welcome the Jordanian Prime Minister to San Francisco in 2006.
  • International Traders - Amman, Jordan Incentive, Event & Conferences Sales & Marketing Manager,.
01/1996 to 01/2003
  • Handcrafted personalized tours designed to meet the specific needs of multi-cultural clients.
  • Oversaw all levels of planning and execution to ensure that clients received the highest quality experience.
  • Designed and implemented incentive conference programs within clients' budget and requirements.
  • Created marketing budget plan for the company including incentives and tourism expos both in Europe and the US.
  • Prepared accurate, timely final invoices and follow-ups for payments.
  • Collaborated with the Director of Sales & Marketing in preparing creative marketing brochures and in-house booklets.
  • Key Achievement: Captured $800,000 in revenue in the first 12 months' tenure, and in the second year more then $2 million dollars through innovative marketing, budgeting, hiring and training.
  • Cemented top 3 spot in generating tourism business and room nights throughout the country of Jordan.
  • Pioneered Red Carpet Service, an original guest services program designed to make each guest have the most pleasurable experience possible, ensuring client retention.
Education
Masters: Business Administration 1 2012 University of Phoenix Phoenix, AZ Business Administration
BA: Business Administrations French Literature 1 1995 University of Jordan Amman, Jordan Business Administrations French Literature
Certificate in Event Marketing, 2001 The George Washington University - Amman, Jordan Certificate in Dealing with customers & Building customers' service systems, 1997 Global Management Development Center - Amman, Jordan Certificate in Customer Focus, 1997 American Express - Amman, Jordan Certificate in Computer Literacy and Information Technology Stage 1, 1995
Skills
accounting, Adobe, Adobe Photoshop, ADR, branding, brochures, budgeting, budget, business cards, Computer Literacy, Conferences, client, clients, database, Focus, forms, hiring, In-Design, Information Technology, inventory, Director, Management Development, marketing, MS-Excel, natural, pricing, Prime Minister, processes, profit, quality, Express, Sales, San, strategic, upgrades
Additional Information
  • RSA Examinations Board - Amman, Jordan Crescent Hotels and Resorts Hotel of the year Award, 2008 The Opal Hotel - San Francisco, CA Crescent Hotels and Resorts Most Improved Internal Audit Excellence Award, 2008 The Opal Hotel - San Francisco, CA Crescent Hotels and Resorts Hotel of the year Award, 2008 The Opal Hotel - San Francisco, CA continued. continued.
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Resume Overview

Companies Worked For:

  • The Opal Hotel
  • Crepevine Restaurant

School Attended

  • University of Phoenix
  • University of Jordan

Job Titles Held:

  • Guest Services Manager / Rooms Division Manager / Assistant General Manager
  • Restaurant General Manager

Degrees

  • Masters : Business Administration 1 2012
    BA : Business Administrations French Literature 1 1995
    Certificate in Event Marketing, 2001 The George Washington University - Amman, Jordan Certificate in Dealing with customers & Building customers' service systems, 1997 Global Management Development Center - Amman, Jordan Certificate in Customer Focus, 1997 American Express - Amman, Jordan Certificate in Computer Literacy and Information Technology Stage 1, 1995

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