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0-5 years of experience
Responsible for developing and maintaining the acknowledgement of all VIP, repeat and special occasion guests visiting the property.
- Increased Employee Engagement by three points from exceeding the goal of a two point increase.
- Managed the Guest Relations’ Mystique (database) operations, Leisure Reservations,
- Effectively managed the allocated funds for amenities and supplies under budget by 21.8% as of August for 2012.
- Controlled department salaries and wages to be under budget by 27.5% as of August 31 for 2012.
- Awarded Five Star Employee Award of the third quarter 2011.
0-5 years of experience
Coordinated with all departments to handle customer requests and feedback including response to online reviews; made appropriate service recovery gestures to ensure 100% customer satisfaction
- Hosted monthly meeting with senior management to present customer satisfaction result
- Program management: designed and implemented action plans, incentive and recognition programs to improve employee performance and “Priority Club” guest loyalty program
- Organized and coordinated special arrangements for customers including VIPs.
- Acted as “Manager on Duty” and ran the Front Office with a team of 22 people to achieve customer service KPI on quarterly basis
0-5 years of experience
Managed PBX and Guest Services for 302 room hotel with conference center and 2 restaurants.
- Managed Guest Response Program, including training for associates and department managers.
- Responsible for monthly Housekeeping, Front Desk, PBX, Guest Services and Concierge employee reports.
- Led telephone training for PBX, Front Desk and Concierge on 10/20 Rules and Class of Service.
- Attended weekly general staff meetings, assisted in all departmental room meetings, and documented meeting minutes to ensure proper follow through and to address recurrent issues.
- Motivated hourly employees to exceed Guest Satisfaction through incentives and training.
- Assisted Director of Rooms with budget completion for Housekeeping, Laundry, Concierge, Front Desk, Reservations, Van Driver and PBX.
6-10 years of experience
Performed reconciliation of front office accounts with printouts from other departments
- Prepared accurate billing of clients using Fidelio software application
- Received payments on invoices and ensured they were correctly applied
- Analyzed and updated billing profile of corporate clients to ensure discounts were correctly reflected on invoices
- Supervised Front Office Staff
- Managed VIP clients and other senior delegations
0-5 years of experience
Achieved 100% Quality Assurance Audit score for At Your Service in 2006.
- Achieved 100% Quality Assurance Audit score in all Front Office areas including Business Center and Retail Services in 2005.
- Designated Labor Management Systems coach facilitating departments’ ability to increase productivity.
- Increased Associate Opinion At Your Service score by 22%.
- Developed two associates resulting in promotions to supervisor, and one supervisor promoted into management.
- Attained lower than budgeted labor costs by $17,334 for At Your Service Department and by $39,000 for telephone department.
- Named Manager of the Quarter for taking on additional responsibilities for Front Office Manager, during her leave of absence, while also optimizing department sales.
0-5 years of experience
Supported front office management with focus on enhancing customer satisfaction
- Spearheaded “glitch recovery” system: led complaint handling, response, and service improvement efforts
- Implemented Guest Recognition system, identifying most frequent customers company-wide, enabling sharing of customer preferences across Four Seasons properties
- Hosted hotel-wide training course, “The Guest Experience”
- Expanded leadership role as hotel’s manager on duty
- Supervised front office, concierge, guest services teams
- Coordinated welcome amenity and milestone stay programs
6-10 years of experience
Assisted in the planning and execution of several direct mail campaigns that increased membership revenue by over $2.5 million.
- Developed and implemented new membership fulfillment process that increased fulfillment efficiency and provided higher level of customer service.
- Trained and managed Membership & Guest Relations staff on all membership and customer service processes in an effort to enhance zoo experience for all guests.
- Assisted in data management through precise data entry and collection.
- Member of several special project groups with goals of increasing customer service and overall zoo experience.
0-5 years of experience
- Developed annual retention plan for 2,000 season ticket holders based on various touch points. Renewal incentives included; early bird prizes, parties, attendance awards, in-game fan recognition, private practices, player appearances and an all-inclusive Mexican resort voucher.
- Increased season ticket renewal percentage from 57% in 2008 to 76% in 2009.
- Assisted the Sales Director with a $900,000 sales budget and analyzed new pricing strategies.
- Delivered all season ticket holder communication through weekly e-newsletters, call campaigns, direct mailers, web page, scoreboard announcements and in-seat visits.
- Responded to guest conflicts during 36 soccer matches with an average attendance of 15,341.
0-5 years of experience
Managed a team of eight guest service representatives.
- Trained new employees and monitored their progress throughout probation period.
- Coordinated special events and banquet services for large groups.
- Operated POS system and conducted financial transactions.
- Communicated effectively with staff members to ensure positive guest experiences.
- Provided personable service to 100 guests each day in a fast-paced, customer service-oriented
0-5 years of experience
Managed all departments and ensured a polished look was maintained throughout the hotel
- Implemented training course for new hires
- Created weekly profit/loss statements and projections and oversaw product orders for each department
- Scheduled all employees according to hotel occupancy
- Earned award for Team of the Year in 2006
0-5 years of experience
Responsible for developing and maintaining the acknowledgement of all VIP, repeat and special occasion guests visiting the property.
- Increased Employee Engagement by three points from exceeding the goal of a two point increase.
- Managed the Guest Relations’ Mystique (database) operations, Leisure Reservations, Business Center, and Lobby Ambassador program.
- Effectively managed the Guest Relations budget for amenities and supplies under budget by 21.8% as of August for 2012.
- Controlled department salaries and wages to be under budget by 27.5% as of August 31 for 2012.
- Awarded Five Star Employee Award of the third quarter 2011.
0-5 years of experience
Implemented all applicable financial reports including annual and periodic short term forecast.
- Assisted in determining the credit worthiness of accounts/prospective accounts to ensure timely payments.
- Reduced marketing costs while maintaining the quality of the standards.
- Set goals and directed the sales team to achieve and surpass monthly revenue budget sales plan.
- Performed all sales management functions, including touring prospective clients, preparing sales reports and making sales calls.
- Prepared and conducted weekly yield management meetings.
- Prepared and coordinated monthly sales report.
0-5 years of experience
Responsible for maintaining the Guest History database and guest recognition programs.
- Accountable for results of Guest Satisfaction Surveys. Collaborated with Department Heads to develop and implement programs to increase guest retention and satisfaction.
- Acted as a liaison with all hotel guests requiring special attention.
- Managed Front Office operations of a 155 room luxury hotel in the absence of Front Office Manager.
0-5 years of experience
- Transferred to dealership from Lexus to accept a managerial promotion; worked primarily to develop the dealer’s Business Development Center (BDC)
- Hired and trained a skilled and competent staff of eight, including administrative support personnel and Showroom Floor Coordinators
- Managed all facets of regulatory compliance and risk assessment; worked to certify that all personnel were compliant with applicable rules and regulations
- Tended to and solved pertinent customer concerns related to sales and service operations in order to increase likelihood of repeat business and referral generation
- Served in an Ambassador role within the South Metro Denver Chamber
- Upheld dealership reputation by responding to dealership-specific social media postings and BBB replies in a timely fashion Authored procedures, process improvements and word tracks for dealership use
- Efficaciously scheduled and coordinated the logistics for all [company name] special events
0-5 years of experience
- Lead staff team to eliminate guest problems before they occurred, overall dissatisfied reviews brought down 20% within 1 month
- Responded to online guest inquiries, reviews, compliments, and complaints within 2 days
- Researched, reviewed and implemented guest service strategies and methods used for improving guest satisfaction
- Improved hotel reputation through personalized attention for each guest, a prompt response to all problems and concerns, and responding and addressing complaints and issues from travel and hotel websites
0-5 years of experience
Assisted Human Resource Manager in areas providing pre-placement assessment of job skills and interests, assisted with job development, on site job analysis, job training, follow-up monitoring and consultation, and recruitment and placement. Trained scheduled and supervised employees used to help operate several Wayne County parks facilities. Utilized a variety of personnel actions; selected and applied the most applicable regulations, policies and operating procedures. Arranged and attended meetings with county officials and corporate team members regarding facility issues.
- Administered and evaluated internal management plans. Provided guidance in the application of new guidelines and ensured procedures were completely understood and followed by staff.
- Served as the point of contact for information on administrative policies, procedures and requirements of Wayne County and the corporation’s President.
- Responsible for accepting proposals from, selecting, and procuring merchandise for distribution from vendors based on quality, pricing and availability.
- Ensured satisfaction of facilities by monitoring rate of return of visitors and implementing suggestions agreed upon by management team.
6-10 years of experience
- Coordinated and managed communication between guests and staff and followed up to ensure complete service
- Examined activity log books assigned tasks appropriately and implemented controlled schedule daily
- Actively listened and resolved guest complaints
- Responded to guests needs and anticipated their unstated ones
- Analyzed customer feedback and provided strategic direction to continuously improve company’s overall rating
- Ensure and provide flawless upscale and high class guest services experience
0-5 years of experience
Manage the hotel’s daily VIP arrivals by providing outstanding service and guest satisfaction.
- Respond and follow up on all guest surveys, TripAdvisor Reviews and all guest complaints.
- Evaluate and assess service satisfaction trends and make improvements accordingly.
- Instituted and Founded the Guest Experience Committee where members from each department meet weekly to strategize new ways to improve the Guest Experience based on the feedback provided by previous guests.
- Train all new Front-of-House employees in delivering exceptional, five diamond service via one-on-one and classroom training.
- Oversee the daily operations of the Executive Club Level Lounge
0-5 years of experience
Responsible for executing the pre-opening duties of this hotel located in the heart of downtown Dallas.
- Active involvement in problem resolution strategies that resulted in improved customer service scores.
- Maintained a strong, positive and closed interaction with guests by following up on guest issues until successfully resolved.
- Organized hotel activities for “reward” guests during manager on duty shifts while overseeing the entire hotel operation.
6-10 years of experience
- Monitored banquet setup, scheduling, training, sanitation, and guest satisfaction. Provided leadership that was vital to event success while maintaining the budget and achieving high scores in guest satisfaction.
- Managed PM setup crew for all meeting and catering events for 25,000 square feet of function space.
- Creatively implemented the latest and most innovative marketing plans to execute projects for catering.
- Customized and coordinated group conferences, events, and meetings – arranging logistics for off-site events, transportation, meals, signage, displays, printing, security, staging, and a/v equipment needs.
- Handled the resolution of problems by immediate reaction to the situation and follow-up with the staff.
0-5 years of experience
Responsible for providing excellent customer service, directly respond to all guest relations issues, concierge service, ensured all the front desk operations are carried out in the most efficient and courteous manner, assisted guests in all inquiries in connection with local restaurants and attractions, handled credit card machines and cashier audit reports, made reservations in the most courteous and efficient manner, performed any other hotel duties as assigned by GM.
- Served as Manager on Duty in the absence of the GM and AGM.
- Lead and trained a team of six Front Desk Agents.
- Developed and implemented Front Desk Operations Training
- Served as Night Auditor.
0-5 years of experience
Hired and Lead a team of 60 Team Members and 2 Supervisors.
- Trained and coached team to reach all sales goals set by self and company.
- Motivate team to reach Superb Customer Service standards.
- Responsible for cash handling amounts exceeding 1 million dollars.
- Managed payroll.
- Work directly with Assistant General Manager for marketing and placement of Season Pass upgrades and sales, along with other additional items.
- Created new three hour training program for new and returning Admissions Team members.
0-5 years of experience
Greeted and registered guests-check-in/check-out
- Maintained excellent client relations and services based on outstanding communication, technical efficiency and problem-solving skills
- Supervised and trained employees in daily job responsibilities, standards and operating procedures
- Actively listened and resolved guests’ complaints
- Answered inquiries pertaining to hotel policies and services, shopping, dining, entertainment, and directions
- Made and confirmed reservations
- Posted charges, such as room, food, liquor, and telephone, to ledger, manually and using computer
0-5 years of experience
- Coordinated sales of guest rooms, meeting rooms, and contracted group rates for events.
- Helped to raise customer satisfaction index rating from 5.95 at time of hire to 7.85 as of May 2015.
- Resolved guest complaints and concerns with professionalism and diplomacy.
- Responsible for payroll site-wide, scheduling of multiple departments, and other duties as assigned.
0-5 years of experience
- Worked with all department managers/associates to meet/surpass guest service expectations
- Resolution of concerns, troubleshooting complaints and follow through on comments of guests
- Promoted and marketing business; displayed leadership in guest hospitality and operations
- Participated in hiring, training and retention of diverse labor force
- Planned and organized accommodations, catering and other hotel service
0-5 years of experience
- Supervised the malls Guest Relations Staff (40+ associates)
- Assisted in mall gift card marketing campaign ($5 million annual business)
- Facilitated and resolved mall customer and tenant concerns
0-5 years of experience
- Responsible for dealing with all customer questions, concerns, and complaints.
- Directed and managed staff of twenty full and part time employees.
- Expedited communication between upper level management and general personnel.
- Purchased facility items and maintained effective inventory control.
0-5 years of experience
Head of Guest Relations and VIP Services for Sea Island Resort, including two Forbes 5 Star properties; the Cloister Hotel, the Lodge at Sea Island, and a vacation rental program, the Cottages at Sea Island.
- Manage the Concierge team for Sea Island.
- Lead project manager implementing Kipsu, a mobile guest engagement platform, and Reservation Assistant, a full service membership and activity management software.
- Built a VIP guest recognition program for Travel & Leisure’s #1 and #2 resort in the United States.
- Responsible for maximizing cooperation between reservations, activity departments, F&B, and operational departments to increase bookings and capture additional revenue.
- Reduced Comp, Gifts and Services to guests from $6.90 per occupied room to $4.80 YTD.
- Participate in the Revenue Generation Committee.
0-5 years of experience
- Guest Relations Manager at multi-property, 1,700-employee enterprise
- Managed guest feedback; intake, analysis, response, service recovery
- Oriented and trained new employees on company brand/guest relations standards
- Led, design, creation and implementation of guest service training, internal marketing and communication plans, and guest satisfaction survey/CRM platform
- Organized company events; Chaired Employee Engagement and Guest Service committees.
0-5 years of experience
Managing the in-house guest service experience within a 88 bedroom property
- Executed a high level of customer service, going the extra mile for guests
- Ensuring that special amenities were catered for down to the smallest of details
- Assisted the Front Office Manager with VIP meet and greets
- Performed Manager on Duty shifts
- Helped manage day – day operations within Front Office
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Guest Relations Manager
Last edited by: Gabriela Barcenas, CONTENT STRATEGIST -
Gabriela Barcenas
CONTENT STRATEGISTGabriela is a Certified Professional Resume Writer (CPRW) and career adviser. With 10 years of digital media experience and five years of resume writing expertise, her publication history includes fashion, education, travel, social justice, equitable design and career advice.
