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0-5 years of experience
Facilitated train-the-trainer classes, as well as, New Hire Orientation, ADA and Business Ethics Training.
- Manage the daily operation of the following departments: Valet, Bellmen, Doormen and Coordinators.
- Increased employee engagement from 63% to 86 % from 2012 to 2013 while increasing Warm Welcome scores.
- Effectively manage a department of 54 employees, as well as, interview and train new Ladies and Gentlemen.
- 2013 Hotel SWOT Champion, facilitated and led the Hotel’s departments through the SWOT process.
- Perform tasks as Manager-On-Duty for the Hotel to effectively manage guest opportunities in the most satisfactory and cost effective manner.
- Increased Garage parking revenue $472,967 (YTD) from 2012 to 2013 by instituting special event parking increases, cost control and reducing accident claims.
0-5 years of experience
Independently manage all sales, customer service, general accounting, financial reporting, administrative, purchasing, inventory control and staffing functions for three departments which included eighteen employees in a newly established casino and harness racetrack.
- Instrumental in supporting the company’s rapid growth and expansion, including increasing revenues and profitability in the last year.
- Developed and implemented an entire administrative process and structure to professionalize the departments, improve productivity and increase accountability.
- Created various promotional drawings to increase attendance levels on gaming floor and food venues.
- Planned events and parties for high end Casino players
10+ years of experience
Direct leader of 8 different guest services locations. With a 1.2 million budget oversaw 20 commission based team members.
- Leveraged strengths in cost-effective marketing management and vendor negotiations to end each year an average of 15% under-budget (without compromising business growth goals).
- Increased and generated over 1 million dollars in sales exceeding yearly estimated goals.
- Expanded client/vendor base by more than 5 new additional contracts per year.
- Developed new ticket media strategies for area attractions for ongoing market needs.
- Implemented and executed new telemarketing packages and promotions to compliment the up sell of our business.
- Negotiated with local area attractions and vendors ticket media, pricing strategies and upkeep benefiting the company and our partners.
- Used an integrated approach to create balanced programs for clients to build their respective brands and businesses.
- Maintained a positive, professional working relationship both internally and externally.
- Coached and developed my staff to ensure guest service standards and promoted advancement.
- Leveraged creative solutions to provide a high level of guest service recovery and handle operational challenges.
0-5 years of experience
Trained and coached the guest services agents in their performance on a regular basis
- Acted as an interim Duty Manager and assisted duty managers on certain decision making tasks
- Coordinated with other departments with regard to various hotels both by guests and other employees
- Established training modules and materials used during phone interaction with guests and improved the clients phone experience
- Coordinated with Department Heads in resolving different concerns involved in the hotel’s operation
0-5 years of experience
Compiled and analyzed customer experience data to identify ways to improve overall customer experience and develop future marketing strategies.
- Prepared presentations for team meetings that showed changes in sales, and upcoming promotions and initiatives.
- Led team-building meetings, where standout employees were recognized and identified ways to improve employee performance.
- Hired and trained new employees in customer service standards, policies, and procedures.
- Monitored the main floor staff to ensure they were remaining on assigned post, and providing high levels of customer service.
0-5 years of experience
Responded to all hotel issues and problems to make sure the hotel runs smoothly each day.
- Aided the manager in all his decisions, hiring, business agendas and incentive ideas.
- Completed paperwork and details the general manager does not tend to and reported to the general manager with problems or concerns she finds within the hotel.
- Trained new employees.
- Ensured that each new employee learns how to treat each manager, employee and guest with respect and professionalism.
- Handled all employee issues and disputes, deals with accounting issues and invoices and supervises all employee hiring and layoffs.
- Acted as the manager and responds professionally and helpfully to all employee and guest issues.
- Helped with administrative duties including paperwork and outstanding invoices.
- Assisted with check-in, answer phones and solve guest requests or complaints.
0-5 years of experience
Scheduled and conducted interviews, then hired many seasonal employees
- Managed Guest Services employees, as well as other departments within the company
- Resolved issues for customers and employees
- Conducted morning meetings to ensure all employees were prepared for day
- Answered phones and all customers’ questions
6-10 years of experience
Managed guest center staff and identified areas of concern for customer service while implementing new sales strategies.
- Fostered ideas to improve existing programs which enhanced our guests’ experience and our bottom line.
- Launched concierge outreach program with positive results reflected in an increased number of visitors to the winery.
- Conducted terrace tastings, private tastings and seminar tastings resulting in numerous new club member sign ups.
- Introduced ideas to improve efficiency in the work place and provide for a safer work environment.
0-5 years of experience
Designed web banners, pamphlets, coupons, and mailers with Adobe Photoshop software and Microsoft Publisher for various campaigns
- Managed the entire CRM system by running reports, developing follow up processes, and overseeing all tasks
- Received phone calls and internet leads in a BDC setting with a common goal of converting appointments into sales
- Trained all new employees on how to effectively use the Customer Relations Management System
- Customized and implemented an internal Customer Satisfaction Survey system
- Retained customers through consistent phone, e-mail, and social media follow-up as well as CRM reports and campaigns
- Maintained and update website using HTML coding and HomeNet backweb tools
0-5 years of experience
Managed hotel front office personnel training, and shift scheduling.
- Coordinated monthly staff meetings that address any outstanding issues.
- Trained front office staff in the delivery of courteous and professional guest service that is in line with hotel standards.
- Recruited, trained and oriented front desk staff and housekeepers to service guest needs.
- Acted as the General Manager in the absence of the acting manager.
0-5 years of experience
Managed a team of approximately 20 employees and 2 supervisors at the front desk, PBX, and all guest services departments to resolve guest issues quickly and efficiently in a manner that preserved goodwill and the overall hotel objectives.
- Created, customized and modified daily scheduling for Guest Service Representative.
- Responsible for training, motivating, evaluating and disciplining all employees.
- Monitor SALT Survey scores and continuously keep in contact with guests and all other departments to resolve guest issues.
- Resolve guest complaints in a timely and satisfactory manner
- Submit purchase orders for all supplies and maintain inventory for department
- Attend weekly staff meetings reviewing forecasts, upcoming groups, and hotel events
0-5 years of experience
- Developed, maintained, and supervised front counter customer service associates
- Ensured customer satisfaction, thereby increasing sales
- Responsible for effective execution of line management and efficient front counter operations
- Ensured efficient and productive use of labor
- Scheduled and coordinated associates’ breaks during assigned shifts; also ensures adequate coverage
6-10 years of experience
Responsible for all guest relations and bidder qualification for 4 marquee events per year. Oversaw Call Center for quality control as well as customer care agents on location.
- Managed day-to-day activities of 4 members in Bidder Department and 3 Guest Relations representatives.
- Oversaw training and management of seasonal and temporary staff of additional 50-75 people during events.
- Increased number of registered bidders by 5% each year and streamlined processes of the department.
- Handled mailings inviting buyers to attend and mailing out of credentials packets to registered bidders prior to each event.
- Selected VIP gifts for high end bidders and supervised hundreds of outreach calls each event.
- Corporate travel arrangements for 45 permanent and 50 seasonal employees for all events as well as other company travel needs.
- Negotiated with hotels, airlines, transportation service companies in multiple states.
- Monitored daily calls for company, increasing standard volume of 150-200 calls per day up to 500-1,000 calls per day during events.
- Handled many operational and logistical details relating to event business including meal service, shipping and receiving, property room supervision, information booth services, staff uniforms, VIP concierge services, ordering supplies, will call booth and staffing and VIP ticketing and credentials.
0-5 years of experience
- Supervised coordinators, Hired, trained, mentored and coached to help improve performance and productivity in customer service
- Served as a liaison between the guest and the company to increase sales and achieve a positive end result
- Analyzed and monitored daily telephone activity to ensure compliance with performance standards
- Planned and organized schedules, work and time off in accordance to work flow and service level
- Established and communicated goals that resulted in excellent customer satisfaction, achieved business objectives and retention of guest
- Conducted department meetings, communicated goals regularly
0-5 years of experience
Promoted from Shift Supervisor to Guest Services Manager after only 5 months of employment
- Responsible for all operating activities including supervision of anywhere from 5 to 20+ staff members, while providing quality service to over 100 customers in any given hour
- Greeted customers, and built positive repertoire with patrons
- Tasked with addressing customer concerns and complaints via McVoice program, as well as following up to ensure customer retention
- Accountable for counting cash drawers and confirming accuracy of money counts and contents of the safe each morning, and at the change of each shift
- Performing and maintaining food safety tests to ensure health regulations are met, and quality food is prepared
- Skilled in promotional and merchandising display- monitored promotional timelines and implemented schematic presentation plans
- Reviewed sale targets, projections, and reports and effectively communicated them on a daily basis to managers and team members- building sales
- Strived for consistency in appearance and action to motivate and lead team members
0-5 years of experience
Manage and adjust the labor and staff requirements for an 800 plus seating capacity restaurant so that all the daily activities are executed in an appropriate manner
- Promote a positive atmosphere to guarantee each customer receives exceptional food and service.
- Oversee and assist the staff members in providing better customer service and to resolve the customer complaints as well as attend to their special requests
- Actively promote a cooperative and harmonious working climate to boost morale, productivity and efficiency.
- Consistently exhibited a calm demeanor during periods of high volume or unusual events to keep restaurant operating smoothly and set a positive example for the shift team.
- Met, greeted and encouraged feedback from customers and used feedback to implement positive changes within the restaurant.
- Created fun team building activities to engage staff in up-selling to meet revenue targets.
0-5 years of experience
Managed guest services and monitored operational departments for hotel.
- Assisted Front Desk department in managing all guest complaints and requests, billing
- Monitored all quality issue complaints, investigated issues and implemented training programs.
- Hired and trained front desk and food and beverage employees in performing efficient work.
0-5 years of experience
Recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees in the areas of front desk, events and a 80 seat restaurant
- Communicating job expectations; planning, monitoring, appraising, and reviewing job contributions as well as planning and reviewing compensation actions
- Enforcing policies and procedures and updating these policies as needs and expectations change
- Marketing through publications, online presence, social media and local events
- Directed all food and beverage operations including pricing, personnel, menus, purchasing, food production, vendors and inventory management
- Event coordinator for exclusive use weddings ranging in revue between $18,000-$38,000
- Lowered restaurant expenses by $80,000 in a 12-month period
6-10 years of experience
Managed hotel to ensure efficient and profitable operation.
- Inspected guest rooms, public access areas and outside grounds for cleanliness and appearance.
- Participated in financial activities such as the setting of room rates, hotel shift reconciliation, ordering of supplies, bill paying, and payroll reconciliation.
- Answered inquiries pertaining to hotel policies and services, and resolved occupants’ complaints.
0-5 years of experience
Developed dynamic leadership skills with full accountability for the effective management of the Guest Services Department
- Handled all guest issues with tact and care in accordance with policies and procedures of the organization to ensure guest satisfaction was met (i.e. coordinated delivery of medical supplies, dietary needs, special entertainment requests, various resort issues)
- Diligently maintained, reviewed, and updated all necessary safety records for the guests pursuant to local and state regulations
- Performed new arrival orientations for guests delivering key information about their stay at the Village.
0-5 years of experience
Developed and implemented all SOP’s and training materials for Guest Service Agents, Hostesses, Reservations,
Housekeeping, and Spa.
- Create weekly schedule for all Guest Service, Reservations and Spa staff. Maintain payroll records for the entire Guest
- Created new packages, promotions, and pricing structure to raise group and transient occupancy.
- Maximize hotel revenue by supervising and controlling daily rate and inventory systems in all distribution channels (GDS,
- Drove sales in restaurant and spa through employee incentive programs, promotions and social media marketing.
0-5 years of experience
Managed team of 30+ student workers in different departments.
- Selected and interviewed candidates for all available positions.
- Created strategy and business plan for implementation of security team.
- Maintained regularly-scheduled office hours to advise and assist student employees.
0-5 years of experience
Provided optimal levels of customer services for various departments
- Greeted clients/customers in a professional and courteous manner
- Maintained knowledge on various products and services provided
- Purchased equipment and monitored inventory of supplies and maintained records of product counts
- Manage cleaning activities inside and outside of building
- Motivate employees constantly and trained new hires on proper procedures
- Managed and assigned schedules and processed payroll for employees
- Hired, evaluated and terminated subordinate employees
- Organized and implemented employee appraisal guidelines
- Implemented processes to ensure work was completed correctly and on-time
0-5 years of experience
- Report to the Director of Rooms and act as manager on duty in absence of senior management
- Responsible for the training, managing and scheduling of approximately 20 FOH staff members
- Oversee guest services staff to ensure all standards are upheld and established procedures are completed in accordance with policy and procedure and take necessary action to correct any incompliancy
- Address and seek immediate resolution for guest issues in effort to prevent potential complaints while maximizing guest satisfaction
- Helped drive a 10% increase in guest satisfaction
0-5 years of experience
Provides exceptional customer service through relationship development, proper handling of customer accounts, and establishing plans that fully exhibit the commitment to fulfilling customer expectations
- Ensures training and development of hotel staff to enable effective job performance, teamwork attitude, and clear communications
- Accurately prepares, maintains, and distributes hotel staff payroll/prepares and submits required reports and documentation for staff payroll
- Manages daily operating report, accounts payable and accounts receivable, cash drawers, daily deposits, and all other accounting records as required
- Ensures hotel supplies/breakfast supplies are ordered and stocked in advance of need/ performs monthly inventories
- Cultivates strong working relationships and communications with hotel staff to ensure maximum operating effectiveness
- Ensures that Satisfaction And Loyalty Tracking (SALT) scores maintain an 83% average or above
0-5 years of experience
Responsible for the hiring, training and scheduling of the office staff.
- Effectively handled and resolved all guest relations matters in a professional manner.
- Prepared monthly reports including hotel scores, revenue and occupancy for all department heads and ownership on a weekly and monthly basis.
- Responsible for accounts receivable, direct billing and credit card discrepancies.
- Resolve all guest complaints, reservation issues, credit card disputes and general customer complaints
0-5 years of experience
Responsible for distribution of daily room assignments to AM housekeeping staff.
- Monitoring and inspection the PM housekeeping staff for the cleaning of public lobby space as well as conference and meeting rooms.
- Managed laundry team for the cleaning of bed linens and kitchen linen completed in house.
- Responsibilities included coverage as front office manager in their absence.
- Experience in managing union employees.
0-5 years of experience
Managing Guest Services daily operations including basic business services, package shipping and handling, and show & restaurant reservations.
- Responsible for weekly schedules and monthly revenue reporting.
- Responds to all guests email inquiries of the hotel’s front services.
- Markets the hotel’s various amenities and implements strategic plans for increased revenue.
0-5 years of experience
Plan, develop & execute the guest services functions and created all policies and procedures.
- Responsible for the daily operations of guest services including membership sales, front desk operations, child watch area, merchandise, program sales and tours.
- Budget development and ongoing fiscal management of all 3 departments.
- Financial / Cash management and payroll responsibilities.
- Recruit, train and supervise over 20 guest service and child watch staff and conducted annual evaluations.
- Scholarship Committee and manager on duty responsibilities.
6-10 years of experience
Achieve and maximize quarterly revenue goals for Meeting Room, F&B and A/V through up selling products and services.
- Execute & coordinate written sales agreement by communicating verbally & in writing with customers (internal & external) regarding event details & post-event follow up.
- Manage and coordinate group room blocks & meeting space details for groups.
- Provide prospective clients with site tours and meeting/catering packages.
- Oversees Food and Beverage Department, managing a team of nine F/B Staff.
- Managing day-to-day F/B operations, including and not limited to food & supplies ordering, daily inventory, processing Accounts Payable, & creating weekly schedule.
- Recipient of “The Spirit to Serve” Award for exemplary commitment to quality service and customer satisfaction
0-5 years of experience
- Took proactive approaches when dealing with guests’ concerns. Followed property and corporate specific service recovery plans.
- Monitored and responded to SALT surveys in order to address guests’ concerns.
- Responded in a timely manner to guest complaints in order to maintain excellent customer service.
- Motivated and encouraged staff to solve guest and associate concerns.
- Ensured effective departmental communication and information systems through logs, departmental meetings, and management meetings.
0-5 years of experience
Oversee the work load and responsibilities of the Front Desk
- Manage and oversee a staff of 15 Guest Services staff
- Oversee the process of handling customer complaints
- Oversee Accounts Receivable collections for 33 Wholesale accounts
- Oversee and facilitate credit card deposits for all arriving guest daily
- Allocate room assignments daily for arriving guests based on their needs
- Developed and implemented innovative customer service programs to improve guest satisfaction
0-5 years of experience
[company name] is a world-renowned resort/workshop retreat center hosting over 600
workshops annually, massage services, hot springs and personal retreat
- manage the guest services department with a staff of 30 employees
- responsible for all reservations: workshops, conferences, massage, hot springs, personal retreat
- responsible for customer service, hospitality, safety, emergency services
- coordinate closely with programs, house-keeping, kitchen and operations department
0-5 years of experience
Welcoming and assisting with guest check in and requests.
- Oversee concierge desk and other guest services staff.
- Assisted with guest service requests in person and by phone.
- Directed maintenance personnel and managed all maintenance requests.
- Attend to guests inquiries and provide timely solutions to requests and inconveniences.
- Managed all purchasing and supplies inventory management.
0-5 years of experience
- Responsible for Guest Services staffing, training, planning, operating, and evaluating at all 6 guest services areas located throughout the zoo.
- Managed and scheduled a staff of over 25 employees.
- Effectively handled and resolved all customer complaints and issues
- Helped reduce Guest Services 2011 seasonal staffing hours by approximately 3500 hours.
- Served as gift shop buyer, meeting with vendors and product representatives to select marketable goods and gifts appropriate to the potential buying audience, season of the year and recognized customer demand. Maintained inventory and placed purchase orders, as well as inputting merchandise into system, tagging and restocking.
- Controlled appropriate food cost for the concessions area of the zoo by reducing product waste and implemented a new menu to increase efficiency and productivity.
- Prepared inventory, attendance, and per cap reports for the VP of Operations.
- Served as a member of the zoo’s safety committee. Ensured all staff adhered to proper safety standards and codes.
- Helped coordinate special events at the zoo such as Zippity Zoo Day, Zoo Boo, Critter De Mayo etc.
6-10 years of experience
- Responsible for daily operations and management of the Service Response Center to ensure patient safety and high client satisfaction
- Hire and manage Service Response Center employees; provide and document performance feedback through side-by-side coaching, performance reviews and goal setting and quality monitoring
- Assist in daily management and quality control in the kitchen, cafeteria and café, serving an average of 120 patients per day
- Built the Service Response Center from the ground up to implementation of the department in August 2007
- Patient menu revision project: work with a group of clinical nutritionists and our executive chef to re-write a nutritionally approved cycle menu
- Implemented the Guide to Guest Services; a multi-year project designed to improve patient satisfaction
- Coordinated and led educational and training classes for the Guest Services Department
0-5 years of experience
As a Manager of customer service team, develop protocol and policies, provide trend analyses, work in close collaboration with operations, business and medical teams, and deliver impeccable patient-centered service in a concierge health care environment.
- Develop, implement and participate in customer service and patient relations operations with goal of engaging loyal customer base and enhancing sales.
- Facilitate resolution of complaints/grievances/requests for patients and visitors, including full documentation of all reports.
- Conduct monthly accountability and variance analyses of balanced scorecard customer service outcomes.
- Prepare and present reports that analyze trends in guest reservations, call center responses, staff performance, and overall guest satisfaction.
- Identify systems related problems, via patient/visitor data, and work collaboratively with physicians, administrators and staff for resolution.
- Manage guest services team. Responsibilities include interviewing, hiring, performing evaluations, training employees, and creating cohesive, motivated and engaged team.
0-5 years of experience
Managed and reviewed employees/team members.
- Processed payroll reports
- Participated in recruiting and training new employees
- Manage inventory including physical count reporting, ordering and preparing retail sales
- Created in-house promotions and activities to increase sales and incentivize staff to promote increased customer
0-5 years of experience
Facilitate hotel meetings in General Manager absence and also serves as General
Manager in GM’s absence from property.
- Oversee hotel departments to ensure an optimal level of service and hospitality are
- Assist the GM in preparation of forecast and reports and assist in the development,
- Aware of guest satisfaction scores and brand standards; work toward increasing
- Resolve customer complaints, and anticipate potential problems by reviewing and monitoring operational issues, business flow and associate performance.
- Perform other duties as requested by management.
0-5 years of experience
Direct the day to day operations of the Front Desk, Bell, Valet, Telecom, Parking and Reservations departments.
- Increase room revenue by implementing up-sell incentives for the front desk staff.
- Improve customer relations and employee satisfaction.
- Assist all departments and perform duties as necessary.
- Forecast monthly expenses and labor.
- Order supplies and maintain inventories.
- Review monthly P&L and provide critique for revenue and expenses.
0-5 years of experience
Mentor/mom to female interns. Including helping all female interns adjust to living and working with the same people 24 hours a day, spiritually guiding, discipling, and mentoring the female interns,
- S.A.L.T director Manage the process of selecting 30
- Operations and Logistics- manage all of the housekeeping and assist with the planning and managing of the work crews and manage or complete the daily necessary cleaning.
- Assistant to the operations Director
- Guest services- Ministering to retreat guests and volunteer groups (meals, Trading post (snack, coffee & gift shop), climbing tower, zip line, paintball etc.
0-5 years of experience
- Manages and coordinates the activities of workers in guest registration, telephone services and night audit to ensure guest satisfaction and maximizing hotel profitability.
- Assist director of sales with creating reservations for groups, writing contracts, and keeping track of group revenue.
- Administrative work, to support the General Manager with typing documents, making copies and creating folders for vendor support on a monthly basis.
- Monitor all accounting on the negotiated government contract – daily matching the reservations and invoicing for 100% accuracy on number of rooms
- Generate rate matrixes as needed on the com sets for revenue management for the Director of Sales, to establish yield on revenue for various sub-markets in the hotel.
0-5 years of experience
Continues all Guest Services Agent and Supervisor duties
- Work closely with department head as well as Hotel Manager to maintain monthly and yearly budgets or to exceed the goals
- Complete all necessary ordering for department and track spending costs appropriately
- Handle scheduling a team of roughly 20 members by monitoring occupancy forecasts
- Focus on occupancy levels to strive to perfect fill the hotel as frequently as possible
- Responsible for all guests requesting to speak to a manager at the front desk and proactively resolving issues as they become known
- Representative of the Director of Guest Services in her absence
- Work with the revenue, reservations, and sales teams to insure occupancy and rate are maintained or exceed budgeted level by attending weekly Yield call and Group Resume meetings
0-5 years of experience
Ensure that all customer service objectives are met and handle escalated situations
- Manage and train Guest Service staff, Assistant Manager to Salon Leader, acting Manager when Salon Leader is not present
- Maintain employee schedules and ensure appropriate staffing levels
- Ensure that opening, closing and front desk procedures are followed accurately
- Maintain and monitor salon product inventory and ensure that sales goals for inventory are met
- Assist in the proper marketing of appropriate services and products to clients
- Handle hundreds of phone calls daily and schedule appointments in a timely manner
0-5 years of experience
Oversee general operation of the hotel when the General Manager or Front Desk Manager is not present
- Set the tone and example of guest service and guest satisfaction for all colleagues.
- Prepare Pantry Inventory Reports for submission to controller as part of hotel End of the Month Report
- Participates in the hiring, managing, overseeing and training of Front Desk personnel.
- Does daily check of previous day’s work, i.e. posting, deposits, cash reports and petty cash reports.
- Handles guest incidents in reporting via Home Office and contacting the Risk Manager for guidance on claims reporting to carrier. Ensures that processing of all incidents is done timely.
6-10 years of experience
- Provides payroll information through time and attendance records
- Submits employee Information to human resources during hiring, exiting, disciplinary action, updating employment and status-change
- Manage the department budget of $84,000 annually for employees and reconcile a daily till of $1,600
- Coordinate special events for the Marketing Department for 100 – 300 patrons
- Address patron emergencies, injuries, lost items, complaints and related concerns – via phone and in person
- Hire, train and conduct quarterly and annual employee evaluations
- Redirected and saved company more than $3000 annually for opening night receptions
0-5 years of experience
Establish standards for personnel performance and customer service
- Monitor compliance with health department regulations regarding food preparation and service
- Monitor food preparation methods, portions, and presentation of food to ensure that food is prepared and presented in an acceptable manner
- Maintain food inventories and keep inventory records
- Observe and evaluate workers and work procedures to ensure quality standards and service and complete disciplinary write-ups
- Perform various financial activities such as cash handling and preparing bank deposits
- Resolve customer complaints
0-5 years of experience
Supervise Front Desk Staff: hiring, firing, evaluations, and training development
- Schedule staff according to labor standards and forecasted occupancy.
- Maintain standards of guest services quality and satisfactory results with guest issues
- Manage reservations functions to maintain high room occupancy and average daily rate through selling techniques
- Receive and handle departmental guest complaints and take corrective action
- Take responsibility for assigned employees in the absence of Department Manager
- Reward employees that meet guest satisfaction requirements
- Manage the front operations of the only full-service hotel with 218 rooms
0-5 years of experience
Overseeing and supervising all front desk and guest services operations
- Serving as Manager on Duty, four to five shifts per week
- Training new associates in all front office operations
- Coaching, counseling, and disciplining associates when necessary, using proper documentation and techniques
- Creating weekly schedules for guest service representatives and bell staff
- Leading monthly meeting for the guest services team
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[Guest Services Manager]
Last edited by: Gabriela Barcenas, CPRW, Content Writer II -
Gabriela Barcenas
CPRW, Content Writer IIGabriela 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.
