Montgomery Street, San Francisco, CA94105(555) 432-1000, resumesample@example.com
Summary
Customer-oriented and strategic planning hospitality specialist with 6 years of experience in guest services, cost control, confidential documentation, human resources, process improvements, sales, marketing and growth initiatives. Focused on developing and implementing process and quality improvements that reduce costs and increase company revenue. Detail-oriented and analytical customer relationship manager seeking to leverage background to fill hospitality role with respected organization.
Skills
Exceptional customer service: A kind greeting matched with a smile will always be the first impression of any company.
Oral and written communication: I think the key to bring the company to the next level is keeping a smooth and well-oriented communication.
Logistics coordination: I believe that organization is the right way to achieve the business mission through details.
Teamwork: Structure + vision. I like to work motivated by the company’s objectives based on a strong coordination.
Leadership
Sales experience
Cash handling expertise
Conflict resolution
Emergency situations management
Travel agency experience
Hospitality
Fluent in Spanish/English
Experience
10/2016 to 08/2019Hotel ManagerWestgate Resorts | Knoxville, TN,
Managed day-to-day operations, 9 room hotel including supervision and assignment delegation for 8 member team.
Established, enforced and updated policies keeping business agile and responsive to changing market conditions.
Developed and implemented promotional strategies to drive business success and maintain budgetary guidelines.
Ensured that guest complaints were handled in the most effective manner possible and that complimentary services were offered for hardship cases.
Assisted guests at check-in, providing information on various services within the hotel.
Recruited and hired qualified candidates to fill team vacancies by posting openings using job boards and sharing details via social media platforms.
Trained newly hired room attendants on company policies, cleaning procedures and customer service techniques.
Coached new team members on job tasks and performance strategies.
Maintained open and professional team relationships to quickly identify and resolve issues.
Directed all day-to-day operations of hotel facility to provide safe and enjoyable guest experience.
Decreased costs by negotiating with vendors and suppliers for better prices.
Cultivated long-lasting relationships with outside vendors including tour operators, transfer services and restaurants so that guests could secure valuable deals on services and meals.
Maximized occupancy rates through airbnb/booking.com/Expedia/Hostel Wold/others.
Implemented high-impact sales and marketing initiatives, resulting in increased occupancy and profitability.
Provided end-of-month audits of the resort to upper management as required.
09/2015 to 09/2016Hospitality CoordinatorDeluxe Entertainment | Moosic, PA,
Planned and managed updates that better-aligned services with current objectives and guest preferences.
Interacted with hotel representatives, carriers, suppliers and vendors to resolve problems quickly for continued smooth operations.
Managed and scheduled over 10 employees ensuring optimal productivity in beverages and food sales.
Collaborated with hotels and transportation service providers to foster seamless operations.
Developed and oversaw over 3 events every year with as many as 100 attendees.
Directed all beverage and minor food purchasing processes to ensure effective inventory control.
Watched and documented every expense, including inventory orders, employee overtime and facility maintenance charges.
Improved client retention by delivering speedy conflict resolution.
04/2014 to 07/2015Receptionist Administrative AssistantCaddell | Tamuning, GU,
Delivered exceptional clerical support every day, including scheduling appointments, transcribing notes and mailing packages.
Produced and distributed team newsletters, email updates and other forms of communication.
Conducted thorough research using various media sources to obtain relevant data for staff requirements.
Coordinated troubleshooting, maintenance and updates for office systems.
Greeted visitors and answered telephone calls as public face of the company.
Tracked expenses and documented records using Microsoft Excel.
Processed customer payments using cash, checks, credit and debit cards and returned proper bills and coin.
02/2013 to 10/2013Front Desk ReceptionistFamilia Dental | Racine, WI,
Welcomed guests to front desk and engaged in friendly conversations while conducting check-in process.
Arranged special accommodations for guests to maintain optimal satisfaction
Monitored reservations to track incoming parties and special events.
Received all incoming calls and coordinated with hotel staff to fulfill requests and resolve issues.
Performed administrative support tasks, including elaboration of nomina staff payment and monthly work schedule , completing all duties within required timeframes.
Collaborated with housekeeping and maintenance staff to address and mitigate facility issues.
Responded to inquiries and room requests made online, by phone or email.
Prepared daily shift close reports and balanced cash register to accurately reflect all transactions.
Solved minor customer issues and escalated major problems immediately to Front Desk Manager.
Handled payment processing duties and provided customers with receipts and proper bills and change.
Initiated cleaning and upkeep of rooms, informing housekeeping when rooms had been vacated.
Managed all front desk operations for busy high-volume hotel.
Education and Training
Expected in 11/2006High School Diploma | La Asunción School, León. Nicaragua , Nicaragua , GPA:
Expected in 06/2018Bachelor of Science | Hospitality Administration And ManagementNational Autonomous University of Nicaragua , Nicaragua , GPA:
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