Manager of Field Training Resume Example

• Gathered information on field performance, reportable events and material usage in order to analyze changes and produce informative reports.
• Worked with customers to manage complaints and offer technique guidance.
• Managed daily records, handled reporting requirements and kept detailed logs of field operations.
• Maintained excellent attendance record, consistently arriving to work on time.
• Resolved conflicts and negotiated mutually beneficial agreements between parties.
• Managed quality assurance program, including on-site evaluations, internal audits and customer surveys.
• Wrote training manuals for Property Management Systems and individualized employee positional guides according to strict company guidelines and protocols.
• Appropriately allocated resourced, budgets, inventories, training support and team building materials to increase overall productivity.
• Analyzed company training methods and made adjustments to rectify issues, increase efficiency and exceed training goals, resulting in the development and implementation of a Continuing Education program for all levels throughout the organization..
• Created curricula, instructions, documents and written tests for various types of training courses.

Oversaw the training for all employees at 36 hotels by developing a Bronze, Silver, and Gold standard of excellence.

Analyzed performance metrics and assisted in improving overall scores in each district.

My districts went from ranking in the middle of the company to #1 and #2 in the company.

Provided motivation, incentives, and coaching to exceed the company goals.

Won District Coach of the year, each year, for the 2 years the program was in place.

• Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
• Booked large groups for weddings, seminars, conferences and other events, providing best available room rates.
• Greeted and assisted guests by gathering information pertaining to reservations or requests.
• Hired and trained new employees, demonstrating best methods for serving clients and guests.
• Oversaw day-to-day operations of 119-room hotel with staff of 12 employees.
• Oversaw day-to-day operations of multiple properties simultaneously.
• Established internal databases and record management systems to enhance accuracy and integrity of all documentation and data.
• Provided services efficiently and with high level of accuracy.
• Provided exceptional service and assistance to guests upon check-in.
• Increased customer service ratings through personable service.
• Managed quality assurance program, including on-site evaluations, internal audits and customer surveys.
• Maintained excellent attendance record, consistently arriving to work on time.
• Increased customer satisfaction by improving our product and service through thorough training and consistent follow-up.