Guest Services Manager Resume Example
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123 Fake Street, City, State, Zip Code | Cell: 000-000-0000 | Email: email@example.com
Guest-oriented, driven hospitality professional with over six years’ experience in hospitality management and guest services combined with deep operational expertise of hotel operations. Bilingual in English and Spanish with the ability to clearly communicate with staff and guests. Expertise in directing cross-functional teams towards success in achieving guest satisfaction. Demonstrated management skills that align goals and drive organizational objectives to streamline and sustain business operations.
Operations Management Guest Services Team Leadership Hospitality Staff Development Process Improvement
August 2008 to Current Starwood Hotels Vieques, PR | City, State Style Supervisor, Vieques, PR (8/2013 Current) Oversee and ensure standards of cleanliness, hygiene, and tidiness are maintained in bedrooms, corridors, and public areas; inspect areas and report malfunctioning/deficient items. Direct daily cleaning of assigned rooms, bathrooms, and corridors; ensure upkeep of vacant rooms. Schedule and train style attendants; define expectations and hotel policies and procedures. Prepare and distribute reports/requests for turn down service. Action and follow-up with maintenance requests to maintain brand quality standards and drive guest satisfaction goals; document and report safety hazards, conditions, and unsafe practices and procedures. Maintain and stock style closets; manage inventories to prevent under/excess stock. Address and resolve guest problems/complaints and liaise with management to correct issues. Identify and pursue guest opportunities to improve processes, service, and goals. Welcome Office Supervisor, Vieques, PR (6/2010 8/2013) Drove day-to-day operations of welcome desk to provide quality service to guests; courteously greeted VIP guests and provided exceptional service to meet guest satisfaction. Directed welcome desk activities, including registering guests, verifying contact and billing information, and promoting loyalty programs, including SPG enrollment; supervised night auditors, bell staff, and welcome desk agents. Provided ongoing training and support.