manager of guest services resume example with 20+ years of experience

Jessica Claire
  • , , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
  • H: (555) 432-1000
  • C:
  • Date of Birth:
  • India:
  • :
  • single:
Professional Summary

Highly-driven retail management professional with more than 21+ years of experience in various industries and proven strong leadership abilities. Expertise in increasing productivity and customer satisfaction. Committed to streamlining procedures while optimizing employee talent. Enthusiastic to contribute to team success through hard work, attention to detail, and excellent organizational skills. Recognized consistently for performance excellence and contributions to success in retail industries. Continuously motivated to learn, grow, and excel.

  • Strong leadership
  • Hard working
  • Highly-driven
  • Team player and building
  • Customer service
  • Problem analysis and resolution
  • Loss prevention expertise
  • Computer proficiency
  • Personable and friendly
  • Time management
  • Flexible & Adaptable
  • Detail-oriented
  • Training & Development
  • Self-motivated professional
  • Compassion
  • Excellent work ethic
Work History
Manager of Guest Services, 04/2017 - 05/2021
Holiday Inn Club Vacations Stateline, NV,
  • Completed multiple yearly managerial training conferences.
  • Maintained high-level service desk standards by assisting customers with all their needs.
  • Created and delivered effective training materials and courses.
  • Developed and implemented strategies to improve guest experiences and build loyalty.
  • Monitored, approved and signed off on payroll for employees.
  • Maintained high employee satisfaction and performance with hands-on and collaborative style.
  • Handled service desk and guest services budget and outlined adherence plans for specific positions.
  • Set and managed policies for guest services and guest relations.
  • Led weekly team meetings to communicate upcoming promotions and current metrics.
  • Reviewed upcoming events and planned for expected challenges.
  • Supervised a team of associates and helped to resolve issues arising during shifts.
  • Established and optimized schedules to keep coverage and service in line with forecasted demands.
  • Assigned jobs to individual employees by considering factors such as previous training, current abilities and general knowledge.
  • Educated staff on strategies for handling difficult customers and challenging situations.
  • Decreased inventory shrinkage, and daily cash discrepancies by closely monitoring daily operations.
  • Mentored employees in applying effective sales techniques and delivering top-notch customer service.
  • Recruited, hired, trained,and retained top talent, with focus on completing timely performance evaluations, providing positive feedback and rewarding superior performance.
  • Oversaw employee performance, corrected problems and increased efficiency to maintain productivity targets.
  • Returned change and currency and processed debit and credit card payments with 100% accuracy rate.
  • Assisted customers by answering questions and fulfilling requests.
  • Walked through department multiple times each shift to evaluate and correct issues such as cleaning and stock replenishment needs.
  • Researched issues to obtain appropriate answers to customer inquiries.
  • Kept close eye on department employees and customers to assess theft risks and maintain loss prevention goals.
  • Assisted customers with locating and choosing merchandise in any store department.
  • Maintained focus during busy times and delegated tasks to employees to keep business running smoothly.
  • Kept orderly and accurate accounting records by monitoring sales documentation.
  • Set and updated weekly work schedules to meet coverage demands by considering factors like expected customer levels, planned promotions and individual employee strengths.
Manager of Loss Prevention , 05/2014 - 03/2017
Dairy Queen Nequsset Historical, ME,
  • Apprehend shoplifters in accordance with guidelines.
  • Collaborate with law enforcement agencies to report or investigate crimes.
  • Conduct employee background investigations and review reports with operational or human resources managers.
  • Conduct store audits to identify problem areas or procedural deficiencies.
  • Coordinate with risk management, human resources, or other departments to assist in company programs, investigations, or training.
  • Direct work of contract security officers or other loss prevention agents.
  • Identify and report merchandise or stock shortages.
  • Identify and report safety concerns to maintain a safe shopping and working environment.
  • Implement or monitor processes to reduce property or financial losses.
  • Inspect buildings, equipment, or access points to determine security risks.
  • Investigate known or suspected internal theft, external theft, or vendor fraud.
  • Maintain documentation or reports on security-related incidents or investigations.
  • Monitor compliance with standard operating procedures for loss prevention, physical security, or risk management.
  • Perform covert surveillance of areas susceptible to loss, such loading docks, distribution centers, or warehouses.
  • Prepare written reports on investigations.
  • Recommend methods to reduce potential financial fraud losses.
  • Recommend new or improved processes or equipment to reduce risk exposure.
  • Recommend methods to reduce potential financial fraud losses.
  • Respond to critical incidents, such as catastrophic events, violent weather, or civil disorders.
  • Testify in civil or criminal court proceedings.
  • Train establishment personnel in loss prevention activities.
  • Verify proper functioning of physical security systems, such as closed-circuit televisions, alarms, sensor tag systems, or locks.
Assistant Store Manager, 09/2009 - 05/2014
Shopko City, STATE,
  • Coached sales associates in product specifications, sales incentives and selling techniques, significantly increasing customer satisfaction ratings.
  • Worked alongside with retail manager to cultivate and maintain positive and uplifting work environment and family-centric culture.
  • Oversaw employee performance, corrected problems and increased efficiency to maintain productivity targets.
  • Recruited, interviewed, hired, educated, and motivated retail team to maintain optimal staffing levels.
  • Modeled effective leadership to gain commitment to store goals and training to exceed industry standards.
  • Managed expenses and developed strategies that positioned store to perform in accordance with budget.
  • Maintained exceptionally clean, customer-friendly and well-run store.
  • Acted as in-store sales leader and maintained strong presence on floor to build relationships with customers, support and develop team and increase revenue.
  • Monitored and identified store losses or inconsistencies and implemented solutions to successfully achieve company goals.
  • Upheld company customer service standards to provide customers with outstanding service and friendly environment while also dealing with customer complaints and questions.
  • Controlled operational compliance, safety and business standards to maximize efficiency and comply with corporate policy.
  • Enforced policies and procedures and administered disciplinary action to encourage quality performance of retail staff.
  • Coached employees and trained on methods for handling various aspects of sales, complicated issues and difficult customers.
  • Helped customers manage large purchases by collecting items from shelves and storage locations.
  • Exhibited excellent people skills during interaction with employees and customers.
  • Managed controllable P&L line items, including inventory, cash and payroll.
  • Completed daily paperwork, entered computer sales data as established by management, and read and responded to sales and productivity reports.
  • Answered questions about store policies and concerns to support positive customer experiences.
  • Maintained customer satisfaction while handling product returns quickly and professionally.
  • Established and optimized schedules to keep coverage and service in line with forecasted demands.
  • Inspected merchandise for quality and arranged proper display location on floor.
Customer Service and Front-End Manager, 02/2000 - 09/2009
Kroger City, STATE,
  • Check to ensure that appropriate changes were made to resolve customers' problems.
  • Assign employees to specific duties.
  • Confer with company officials to develop methods and procedures to increase sales, expand markets, and promote business.
  • Direct and supervise employees engaged in sales, inventory-taking, reconciling cash receipts, or in performing services for customers.
  • Enforce safety, health, and security rules.
  • Establish and implement policies, goals, objectives, and procedures for their department.
  • Establish credit policies and operating procedures.
  • Examine merchandise to ensure that it is correctly priced and displayed and that it functions as advertised.
  • Hire, train, and evaluate personnel in sales or marketing establishments, promoting or firing workers when appropriate.
  • Instruct staff on how to handle difficult and complicated sales.
  • Inventory stock and reorder when inventory drops to a specified level.
  • Keep records of purchases, sales, and requisitions.
  • Monitor sales activities to ensure that customers receive satisfactory service and quality goods.
  • Perform work activities of subordinates, such as cleaning and organizing shelves and displays and selling merchandise.
  • Plan and coordinate advertising campaigns and sales promotions, and prepare merchandise displays and advertising copy.
  • Plan and prepare work schedules and keep records of employees' work schedules and time cards.
  • Plan budgets and authorize payments and merchandise returns.
  • Provide customer service by greeting and assisting customers, and responding to customer inquiries and complaints.
  • Review inventory and sales records to prepare reports for management and budget departments.
Associate : Psychology, Expected in 08/1992
Sauk Valley Community College - Dixon, Illinois,
Status -
  • Loss Prevention Certificate

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Resume Overview

School Attended

  • Sauk Valley Community College

Job Titles Held:

  • Manager of Guest Services
  • Manager of Loss Prevention
  • Assistant Store Manager
  • Customer Service and Front-End Manager


  • Associate

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