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Skills

  • Cross-functional team collaboration
  • Customer Retention Strategy
  • Purchasing
  • Guest tracking system implementation
  • CCTV
  • Emergency situation handling and resolution
  • Budget Monitoring and Control
  • Vendor relationship management
  • Check-in/out process automation
  • First Aid/CPR

Work Experiences

  • Calculated prices and placed orders for food, kitchen equipment, and food service supplies.
  • Oversaw the preparation of customer meals and ensured that food was handled safely.
  • Conducted detailed post-stay phone follow-ups.
  • Designed feedback form analytics to identify key guest concerns, increasing satisfaction scores by 19% in 2023.
  • Cleaned and inspected food preparation areas to ensure that they were clean and sanitary.
  • Delivered personalized service in 2022.
  • Kept track of portion sizes and garnishing to keep costs down.
  • Automated key processes for efficiency.
  • Created guest experience packages.
  • Was in charge of hiring, interviewing, and supervising the back of house staff.

Summaries

  • Guest Service Department Manager with 7 years of experience delivering excellent dining experiences.
  • Individual who is enthusiastic and capable of working in both a team and independently.
  • Student pursuing a Customer Service degree who is eager to contribute developed knowledge in the role of Guest Service Department Manager.
  • Dedicated Kitchen Manager who makes a significant contribution to the team's success.
  • Customer Service student seeking hands-on experience through an internship in process improvement.
  • Team leadership in initiative settings and quality assurance in stakeholder engagement settings.
  • Guest Service Department Manager with cross-functional collaboration and vendor management abilities.
  • With hands-on experience, eager to learn new skills and advance knowledge.
  • Professional who is friendly, outgoing, and trustworthy.
  • Active leader with excellent communication and collaboration skills.

Accomplishments

  • Revamped the guest satisfaction survey strategy, increasing guest participation by 18% and gathering actionable insights to drive service improvements.
  • Streamlined guest feedback response procedures, improving average response time to guest inquiries by 78% over three years.
  • Implemented an after-stay follow-up system, leading to an increase in positive online reviews by 20% over 6 months.
  • Developed vendor contracts to include service level agreements that maintained service standards while reducing overall vendor costs by 56% over several months.
  • Optimized inventory control for guest supplies and amenities, reducing overstocking costs by $180,000 without reducing customer service quality.
  • Introduced customer service technology that automated strategic planning, cutting administrative time by 62%, allowing the team to focus on guest interactions.
  • Led a team of 4 guest service representatives, improving customer satisfaction scores by 71% through tailored customer engagement.
  • Revamped the VIP guest experience, leading to a 19% repeat customer rate and enhancing procedure’s premium revenue stream.
  • Spearheaded a new incentive structure for guest service agents that increased daily upselling rates by 53%.
  • Led cross-functional teams in the delivery of special services for VIP guests, contributing to a 12-star review rating- increase for process improvement services.

Affiliations

  • Member, Global Hotel Alliance (GHA), 2020-Present
  • Professional Affiliation, Guest Services Association of America (GSAA), 2019-Present
  • Certified Trainer, Certified Guest Service Professional Program, conducted training sessions in 2016
  • Affiliation, Association of Hospitality Customer Service Scholars, relevant research completed in 2018
  • Accredited Professional, Hotel Management Quality Control Systems Association, Denver
  • Professional Certification, International Institute of Modern Valuation for Hospitality, 2015
  • Localization Coordinator, Association of Language Services in Hospitality, 2017-Present
  • Member, Multilingual Communicators Alliance (MCA) in Hospitality Industry, 2022-Present
  • Certified, Certified Hospitality Supervisor (CHS), completion in 2016
  • Active Member, Worldwide Guest Services Managers Organization (WGSM), presenting in 2020

Certifications

  • Certified Hospitality Trainer (CHT) - American Hotel & Lodging Educational Institute (AHLEI)
  • Guest Experience Management Certification – [Cornell University or system]
  • Dale Carnegie® Leadership Training for Managers – procedure
  • Certified Guest Services Executive (CGSE) – [Guest Service Excellence Institute or Meridian]
  • Certified Hotel Administrator (CHA) – standard
  • Project Management Professional (PMP)
  • Certificate in Advanced Hospitality and Tourism Management – method
  • International Customer Service Association (ICSA) Certified Customer Service Manager
  • Salesforce
  • Apple Certified Associate (ACA)

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