Guest Service Manager Resume Samples
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Guest Service Manager Resume Samples
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AK
A Kutch
Anais
Kutch
748 Howell Harbor
Los Angeles
CA
+1 (555) 484 5342
748 Howell Harbor
Los Angeles
CA
Phone
p
+1 (555) 484 5342
Experience
Experience
Chicago, IL
Assistant Guest Service Manager
Chicago, IL
Doyle-Vandervort
Chicago, IL
Assistant Guest Service Manager
- Ensures that the PM Guest Services Team meets or exceeds the responsibilities of the Statement of Work
- Works directly with the C.O.R. in the absence of the GSM
- Plans and oversees the scheduling of work, shifts and vacations for all PM Guest Services Staff
- Completes evening Quality Assurance inspections as well as nightly MOD report
- Recruits, hires, and trains PM Guest Services Staff
- Oversees and performs PM Front Desk Tasks
- Works with the GSM to establish and implement PM Shift Checklists for all PM Guest Services employees
Chicago, IL
Guest Service Manager
Chicago, IL
Wehner-Quitzon
Chicago, IL
Guest Service Manager
- Provides leadership, supervision, coaching and training to Swiss Service colleagues; including scheduling and performance management
- Develop, implement & execute problem resolution strategies
- Develop strong working relationships with all departments
- Works with the corporate training department to develop action plans as necessary to achieve expected guest satisfaction scores
- Prioritizing, planning assessment and quality improvement implementation for services to be provided by the team
- Provide feedback and input on team member reviews and performance ratings
- Deputise in the absence of Senior Management and make necessary decisions within given guidelines
present
New York, NY
Guest Service Manager, Duty Manager
New York, NY
Wunsch-Hilll
present
New York, NY
Guest Service Manager, Duty Manager
present
- Perform any duties assigned by the Management deemed necessary
- Provide a management presence in the lobby and hotel back and front of house areas for cast members
- Provide guidance for all duty cast members in case of any service shortfalls
- Administrative and correspondence work including responding to guests complaints or requests within 24 hours
- Liaise and work closely with other LOB to resolve any operational issues
- Process manual wake-up calls that have had no response
- Handle dissatisfied guests to resolve complaints, take remedial actions immediately and follow up as necessary. Ensure all guest concerns are promptly logged and report to the management in the Duty Manager log
Education
Education
Bachelor’s Degree in Hotel Management
Bachelor’s Degree in Hotel Management
Central Michigan University
Bachelor’s Degree in Hotel Management
Skills
Skills
- Improving quality and service standards by paying attention to detail
- Strong leadership skills with ability to coach, mentor, train and develop staff
- Ability to communicate in a second language
- Ability to work shifts during peak times (such as 10-7) at least 3-4 days per week
- Knowledge of Front Porch operations
- Ability to work well with computers
- Ability to stand for extended periods of time
- Advanced knowledge of building management/engineering
- Ability to lift 25 lbs. occasionally and 15 lbs. constantly
- Good communication skills
7 Guest Service Manager resume templates
Read our complete resume writing guides
1
Guest Service Manager Entertainment Resume Examples & Samples
- In this role, you will be responsible for oversight of daily show operations with focus on Characters, Parades, Stages Shows, Atmosphere, Conventions, and Special Events
- Responsible for the coordination and presentation of shows, and integrating and supervising all show elements including performers, technicians, costuming, cosmetology, maintenance and Park Operations
- Accountable for show maintenance including coordinating and conducting brush-up rehearsals, lighting and audio calls, scenic touch-ups, and communication with costuming teams
- Manage and utilize all forms, tools, processes and resources as appropriate to facilitate scheduling, payment, labor tracking and reporting tools as well as provide oversight of day-to-day schedules, and time sheets
- Minimum 3 years Stage Management and/or Event Management experience
- Ability to be flexible with work schedule, including weekends and holidays
- Willingess to learn and utilize new software applications as required
- Proven familiarity with Walt Disney World® World collective bargaining agreements
2
Guest Service Manager Resume Examples & Samples
- The Costuming Manager manages the daily operations of Operational, Entertainment or Character Costuming locations including leadership and coaching of front line Cast as well as building strong relationships with business partners and supporting business requests in a fast paced environment
- They monitor, analyze and take action on costume inventory quantity, costume show quality and expenses affecting annual financial targets using SAP and GUS (Garment Utilization System)
- They raise the bar on Guest service in a Cast-serving-Cast environment by presenting new and innovative idea to help drive the Costuming organization to new heights
- Minimum 1 year proven experience in a role of higher responsibility such as Coordinator, Crew Chief, Lead or the like
- Proven knowledge of/willingness and ability to learn EISS, GUS, Workbrain, RFID and SAP
- Demonstrated proficiency within a Windows environment
- Proven knowledge of STCU contract
- Previous successful management experience
- Demonstrated project management skills, including budget management
- Proven experience in the field of Costuming, Textiles, Fashion or other related experience
3
Guest Service Manager Resume Examples & Samples
- Ensure that DoubleTree guest service standards are being applied consistently and all hotel and departmental policies and procedures are followed
- Must remedy all guest complaints or issues
- Must review all site tours, resumes, arrivals, and departures daily
- Responsible for payroll. Must create and cost out weekly schedules for bellman and concierge within budgeted and forecasted CPOR. Must approve/monitor all payroll. Must sit down and review with General Manager and must explain any discrepancies. Must keep checkbook for expenses
- Review the current day's expected arrivals and checks all VIP and owners' special request reservations to ensure that they are pre-registered
- Ensure all checklists are updated and are completed
- Attend hotel and financial meetings and represent Guest Services in pre-con meetings
- Conduct daily pre-shift meeting to include Hilton and Vail Resorts standards of the day and safety topic of the day
- Keeping current on Hilton Honors program
- Keeping the department well organized, stocked, clean, and functional
- Ensuring all policies and procedures are met and executed on a consistent basis
- Develop and train employees for career advancement
- Work with Director of Rooms to achieve budgeted and forecasted rooms profit
- Ensure bell carts are polished and bell closet is neat and clean
- 2+ years front office agent experience, including handling large group arrivals
- Excellent command of the English language is essential, both written and verbal
- Proven effective supervisory skills including cultivating a positive, high performance team
- Able to work under pressure and stressful situations while handling multiple tasks
- Attentive to details and have excellent organizational skills
- Work flexible shifts - days, evenings, weekends and holidays
- Solid knowledge of Microsoft Office and general computer applications
- Previous experience in a high end hotel - Preferred
- Must be able to lift 10-50lbs
4
Guest Service Manager Resume Examples & Samples
- Lead food and beverage operations, including catering/banquet events, with an emphasis on orchestrating the operation while Guests are present and ensuring exceptional food quality and presentation
- Work with partners to ensure success of global initiatives
- Be a role model of exceptional Service and Beverage skills, professional behavior and a role model in Food and Cast Safety
- Actively observe working conditions ensuring Cast Members are adhering to safety standards, and seeking opportunities to continuously improve
- Ensure operational compliance to WDP&R food preparation, food safety, and loss prevention standards as well as adherence to applicable government health regulations
- Minimum 2 years of leadership experience in the F&B/Restaurant industry
- Demonstrated operational Guest service experience and Guest service skills
- Demonstrated strong organization, multi-tasking and time management skills with attention to detail
- Demonstrated focus on continuous improvement
- Proficient in basic computer functions necessary to operate in a Windows environment
- 2 or more years of front of the house leadership experience in F&B/Restaurants or related industry
- Demonstrated experience of food preparation, food safety, and loss prevention standards and government health regulations
5
Guest Service Manager Resume Examples & Samples
- Develop and prepare Guidemaps, Times Guide and print collaterals for Shanghai Disney Resort
- Organize projects and establish systems for Park Operations
- Communicate and partner within and across lines of business (other area leaders, peers and vendors) to ensure smooth day-to-day operations
- Able to work independently and able to make sound decision
- Willing to work outdoor and maintain flexible towards different working hours
6
Seasonal Entertainment Guest Service Manager Entertainment Resume Examples & Samples
- The seasonal Guest Service Manager with Entertainment is responsible for the coordination and presentation of live show entertainment offerings, including integrating and supervising all show elements such as talent, character performers, technicians, costuming, cosmetology, maintenance and Park Operations
- The GSM-Entertainment may also be accountable for daily show operations, managing and utilizing forms, tools, processes and resources to facilitate scheduling, payment, labor tracking and reporting as well as for oversight of day-to-day schedules
- As a leader, the GSM with Entertainment fosters excellence by delivering a high quality entertainment experience for cast, guests and partners, coaches and mentors cast, demonstrates a clear passion for Disney Excellence, Diversity, Disney Heritage and Character Brand Integrity as representative of The Walt Disney Company
- Proven familiarity with Walt Disney World® collective bargaining agreements
- Proven proficiency with various software/computer programs including Excel, word processing, Outlook
- Willingness to learn and utilize new software applications as required
- Demonstrated problem solving skills, influencing abilities, negotiating skills and ability to provide effective feedback
- Demonstrated ability share creative and new ideas
- Demonstrated aptitude for budgeting and scheduling
- High School degree
7
Assistant Guest Service Manager Resume Examples & Samples
- Ensures that the PM Guest Services Team meets or exceeds the responsibilities of the Statement of Work
- Works directly with the C.O.R. in the absence of the GSM
- Plans and oversees the scheduling of work, shifts and vacations for all PM Guest Services Staff
- Completes evening Quality Assurance inspections as well as nightly MOD report
- Recruits, hires, and trains PM Guest Services Staff
- Oversees and performs PM Front Desk Tasks
- Works with the GSM to establish and implement PM Shift Checklists for all PM Guest Services employees
- Assists the GSM in managing the PM Guest Services departments within established budgets
- Provide a monthly written Department Status Report to be reviewed with the GSM and submitted to the General Manager
- Ensure that all PM Guest Services employees are trained on their job duties, safety awareness, and ARAMARK policies and procedures
- Maintain all MSDS information as per OSHA requirements for PM Janitorial and PM Conference Services
- Reports Incident / Accidents per ARAMARK policy and procedures
- Generate maintenance and repair work orders for deficiencies noted during evening inspections
- Works with GSM in ordering, storage, inventory and control for all purchases for the PM Guest Services department
- Acts as the GSM during their absence
- The Manager-On-Duty shall possess at least three (3) years of recent responsible experience in the management and supervision of commercial housekeeping, conference setup, and hospitality services comparable in size and characteristics of the NCTC
- The MOD shall maintain all services during evenings and weekends or at times whereas the Guest Services Manager is not on the NCTC
- Specific experience in setting up and managing a variety of guest services including, but not limited to, transportation, reservations, billing, front desk, laundry, housekeeping, and classroom and meeting room setup is highly desirable
8
Guest Service Manager Resume Examples & Samples
- Intercept all guest issues and respond directly with guest on behalf of the property
- Responsible for payroll. Must create and cost out weekly schedules for bellman and concierge within budgeted and forecasted CPOR. Must approve/monitor all payroll. Must sit down and review with Front Office Manager and must explain any discrepancies
- Must keep checkbook for expenses
- Review the current day's expected arrivals and check all VIP and special request reservations to ensure that all needs are met
- Conduct interviews and reference checks as well as organize and administer on-the-job training for new employees within the bell and concierge department
- Conduct a nightly pre-shift meeting to include Hilton standards, Vail Resorts standards, recent guest feedback, SALT scores, employee recognition, and any areas of opportunity
- Act as property Guest Service champion
- Monitor all departments guest service practices to ensure we are compliant with quality assurance standards
- Respond to all guest feedback through SALT and other reporting sites
- Act as MOD while on shift
- Work with Front Office Manager to help achieve budgeted and forecasted rooms profit
- 2+ years of front office supervisory experience preferably in a 4 or 5 diamond hotel property. Previous Hilton experience preferred but not required
9
Guest Service Manager Resume Examples & Samples
- Serves as the front-line leadership point of contact, representing the Costume Operations area to other operations, senior leaders and operational integration teams
- Monitoring, analyzing and taking appropriate action on costume inventory quantity, costume show quality, and related expenses affecting annual financial targets using computer software to include SAP (Systems, Applications, and Products) and GUS (Garment Utilization System)
- Raises the bar on Guest Service in this Cast-serving-Cast environment by learning, understanding and teaching others operational business drivers, engaging Cast Members and peers to achieve higher levels of service, and presenting new and innovative ideas to help drive the Costuming organization to new heights
- Minimum 3 years theatrical, entertainment, costuming and/or related management experience
- Willingness to learn and utilize new software applications
- Demonstrated ability to share creative and new ideas
- Experience with Walt Disney World collective bargaining agreements
10
Guest Service Manager Resume Examples & Samples
- Carry out Duty Management shifts, ensuring the smooth operation of the business and the safety of staff and guests
- Provide required daily & monthly reports to Central Office
- Manage and drive quality of hotel and service
- Ensure customer care and guest satisfaction at all times
- Complete banking on a daily and weekly basis
- Liaising with contractors
- Assisting with food preparation, bar, clean tables
- Conduct monthly stock takes
- Display a pro-active and leading role in terms of service, culture, development, team image, systems, procedures and skill development
- Take reservations using the hotel reservation system, ensuring maximum occupancy and rates are obtained
- Responsible for cash handling including float and banking
- Prevent abuse and/or destruction of hotel property
11
National Guest Service Manager Resume Examples & Samples
- Lead the development and continuous improvement of all guest service processes and tools, including but not limited to, renewal process, parent care, complaint management processes, parent care APP etc
- Manage the compliance process to ensure effective and quality execution of all guest service processes
- Own the development and management of Guest Service team roles and associated job descriptions (JDs) and RASCI (Responsibility, Accountability, Support Consult and Inform) job matrix
- Determine the content and delivery of training for all guest service roles (such as Assistant Center Manager, Guest Relations Consultant, and Learning Partner etc.)
- Be responsible for the development and enhancement of guest service training for all regional and center cast members
- Constantly seeking and sharing guest service best practices from internal (i.e. Disney Resort, Disney Store) and external (i.e. service and education industries)
- Manage and arrange regular guest service team meetings and trainings
- Coordinate and manage the Parent Satisfaction survey and action planning implementation
- Analyze key performance metrics and other data for reporting and problem solving through root cause analysis
- Arrange, host and share feedback from guest and cast member forums, round tables etc
- Support line manager in other relevant tasks and duties
- 6 years minimum customer service or related work experience and prefer individuals with at least 2 years managerial level background
- Excellent communication, problem-solving and organizational skills
- Strong understanding of parents’ expectations and needs for their child(ren) in education, related early education or English Language Learning knowledge a plus
- Strong computer skills including Word, Excel, and PowerPoint
- Demonstrated ability in data and root cause analysis
- Excellent spoken and written Mandarin and English
- Bachelor degree required, Masters or equivalent a plus
- Good at relationship building
- Ability to effectively work under pressure
- Can lead and participate effectively in meetings and group discussions
- Being responsible and accountable for execution
- Passion for learning, education and service
12
Guest Service Manager Resume Examples & Samples
- Manage and assist in all Front Desk operations to include, but not limited to, guest service and registration (check-in/check-out), room inventory and availability, guest service standards and initiatives, product quality, cost controls and overall profitability, marketing initiatives, systems use and management, budgeting and forecasting, department management, policy and procedure implementation and enforcement and meeting participation and facilitation
- Conduct staff meetings to include, but not limited to, reviews of hotel standards, departmental procedures and operating issues
- Ensure compliance with Hilton standards
- Meet and greet guests and respond to guest inquiries, requests and resolves guest issues and concerns in a timely, friendly and efficient
13
Guest Service Manager Resume Examples & Samples
- Responsible for maintenance issues within the hotel
- Perform daily checks around the hotel
- Conduct lift emergency release procedures as required
- Diagnose, maintain, and repair mechanical equipment within the hotel
- Ensure good relationships are built with internal and external customers
- Maintenance of all hotel fixtures and fittings to ensure they are in safe condition and take action when any unsafe situations arise
- Develop, implement, and direct all emergency programs
- Develop, implement and manage energy conservation programs for the property to minimize expenses
- Coordinate renovation bidding, define the cost and scope of the project, and oversee the general contractor and subcontractors to ensure quality work is performed cost effectively
- Perform special projects and other responsibilities as assigned
- Responsible for the health and safety of the hotel
- Ensure monthly safety inspections take place and employees are trained accordingly
- Advanced knowledge of building management/engineering
- Ability to work on their own
- Previous experience of facilities management
- First Aid
- Qualification in engineering field
14
Guest Service Manager Resume Examples & Samples
- Meet, greet and direct Guests who enter the lobby area
- Serve as the ENGn point of contact for VIP Guests and ensure hotel departments are fully briefed on their requirements
- Seek verbal feedback from customers on a regular basis and respond to all Guest queries in a timely and efficient manner
- Serve as a point of contact for long-stay Guests of 14 days or longer ﾖ ensuring they feel comfortable and can ask advice or information from Guest Service
- Manage, record and resolve promptly Guest or customer complaints
- Ensure a very high level of customer service is constantly maintained for Reception, Lobby area and Executive Lounge
- Demonstrate a thorough understanding of all facilities and services provided within the hotel and identify opportunities for up-selling and promoting when appropriate
- Show creativity with ideas regarding lobby/reception decoration at suitable seasonal time periods in order to enhance the overall image and warmth of this area for the Guest
- Communicate with the Executive Lounge Manager and track and reward regular Guests for their loyalty and creativity; choose rewards that meet Guest preferences while reENGning within the allocated budget
- Maintain good communication and work relationships in all hotel areas
- Maintain staffing levels to meet business demands
- Attend all Reception meetings and Executive Lounge Meetings
- Previous managerial experience in a customer service function
- Commitment to delivering a high level of customer service
- Flexibility to respond to a variety of different work situations
- Previous experience in a customer service function or a similar role
- A passion for delivering an exceptional level of Guest service
- High level of IT proficiency
15
Guest Service Manager Resume Examples & Samples
- Oversee the entire Guest Service/Front Office operation to maintain high standards
- Recruit, manage, train and develop the Guest Service team
- High level of commercial awareness and sales capabilities
- Flexibility to respond to a variety of work situations
16
Duty Manager / Guest Service Manager Resume Examples & Samples
- Engage Guests in conversation and provide general assistance, as requested
- Offer current knowledge on all hotel products, services, policies, and emergency procedures
- Monitor Guest satisfaction reports and implement actions to improve results
17
Assistant Guest Service Manager Resume Examples & Samples
- Demonstrated ability to effectively interact with people of diverse socioeconomic, cultural, disability, and ethnic backgrounds
- 3 - 4 years or more of progressive hotel Rooms Management experience (typically with Hyatt)
- With opening hotels, previous hotel pre-opening experience preferred
- Hotel/Hospitality degree an asset
- Must possess the following strengths: high energy, entrepreneurial spirit, motivational leader, effective communicator, effective in providing exceptional customer service
18
Guest Service Manager Resume Examples & Samples
- Responsible for overseeing the daily operation of the Guest Service Department: Foster and maintain positive relations with owners, guests, HOA and all operational departments; Provide superior guest service, assistance, and resolution via written, phone and direct face-to-face communication in response to guest related situations; Evaluate guest and associate survey data and develop processes to increase guest experience and associate satisfaction (30% time)
- Strong leadership skills with ability to coach, mentor, train and develop staff
- Working knowledge of various computer software programs
- Two to three years of management experience 3+ at Resort II III
- Three to five years hospitality customer service experience
19
Guest Service Manager Resume Examples & Samples
- Ability to satisfactorily communicate in English with guests, management, co-workers and vendors
- Ability to accurately compute and manipulate mathematical calculations
- Computer knowledge in Windows environment as well as proficiency in property management system
- Ability to work a variety of varying schedules to include AM, PM, Overnight, Weekends & Holidays
- Punctuality and regular and reliable attendance
- Interpersonal skills and the ability to work well with co-workers and the public
- Ability to communicate in a second language
- Endure various physical movements throughout the work areas
- Ability to grasp, bend, and stoop; push or pull heavy loads weighing up to 75 lbs.; and lift and/or carry or otherwise move packages, boxes, and luggage
20
Guest Service Manager Resume Examples & Samples
- Leading, training and developing Guest Service team (including Welcomers, Drivers, Bellmen and Kid Club Attendants)
- Monitoring Guest Services staff constantly, ensuring that at all times, maximum guest satisfaction is achieved through guest recognition and prompt cordial attention
- Establishing good public relations with all guests
- Providing guests with the most accurate and up-to-date information at all times
- Advising the Management on alternatives of guest services/ products to maximise guest experience at the Resort.Strong management skills
21
Guest Service Manager Resume Examples & Samples
- Exercise leadership - Lead a team of hourly Front Office Cast Members while consistently demonstrating The Disney Leader Basics, serving as a model of The Four Keys Basics (safety, courtesy, show and efficiency) and delivering service from the heart. Conduct regular meetings with Cast Members to communicate relevant information. Recognize, coach, develop and mentor a diverse team of Cast Members
- Ensure safety – Ensure an environment where Guest and Cast Safety are the first priority
- Support training - Maintain current training proficiencies and sign-off on training and recertification completed by Cast Members
- Partner with key players - Communicate and partner with other leaders, peers and partners to ensure smooth day-to-day operations
22
Assistant Guest Service Manager Resume Examples & Samples
- Ensure all guests/owners are being treated in an efficient and courteous manner and that all HGV standards are being applied
- Responsible for assisting with training and direct new department employees
- Ensures all Front office quality standards are complied with and that all policies and procedures are consistently applied
- Coordinate activities with other hotel departments in order to facilitate increased levels of communication and guest satisfaction
- Supervise the activities of the Front office
- Acts as a liaison between the resorts and time-share guests/owners to ensure spectacular level of customer service
- Facilitates the resolution of any concerns for the guest and/or refers and follow-ups with appropriate personnel
- Resolves guest service issues and concerns as need
- Educates timeshare rules to owners
- Carries out any reasonable request by management of which the employee is capable of performing
- High School/GED required
- At least 2 years of related experience required
- 2+ years of management or supervisory experience required
23
Lifespa Guest Service Manager Resume Examples & Samples
- Put your best face forward in this high energy position and ensure that every guest has a friendly, inviting and memorable experience
- Assist the Manager in managing all aspects of the LifeSpa
- Assist with monitoring LifeSpa profit and loss statements and make suggestions on necessary adjustments based on budgetary guidelines
- Answer all incoming calls, schedule appointments and collecting payment for services
- Drive service and retail awareness and understanding through individual and LifeSpa designed promotions
- Assist technicians to consistently increase guest retention and service sales and maintain minimum retail sales goals
- Goals for this position are based on retail sales, retention and rebooking goals
- Intermediate computer skills and proficiency with Microsoft Office Suite
- 1 - 2 years of customer service/receptionist experience in the salon and spa or retail industry
- 1 - 2 years of experience as a LifeSpa Coordinator preferred
- Passion and commitment to living a healthy way of life
24
Night Manager / Guest Service Manager Resume Examples & Samples
- The primary function of the Night Manager is to represent the management overnight, being the most senior person to carry all duties and decision
- The secondary function is to supervise the Front Office & Loss Prevention operation
- Ensure yourself and associates are up to date with current facts of the hotel product, including room types, rates, relative features and facilities, food and beverage outlets, spa and health club
- Patrol at least 3 times per night throughout the hotel to ensure associates are in duty in their working place and no guests are loitering on floors
- While conducting floor inspections ensure necessary engineering work requests are filled in for the morning shift to follow up
- Report any disorder or non compliance by e-mail to DOR and FOM for necessary action
- Co ordinate with Loss Prevention and local enforcement to achieve full security and protection for guests, associates and hotel property
- Co ordinate with Loss Prevention in report of persons injured on property and submit the report to the management the following morning
- Assist Loss Prevention department in investigating all incidents or thefts happening overnight within the hotel
- Monitor remaining arrivals
- Greet personally VIPs late arrivals
- Ensure all late check-ins and early check outs are efficient
- E-mail any situation that needs a follow up by DOR and FOM
- Inspects VIP Rooms on late arrival and ensure amenities set up
- Follow up on the guests who need special attention overnight
- Check folios on early departing groups
- Offer support at the desk in case of heavy early check out
- Supervise the lobby area and ensure a proper manning to service the guests accordingly with bellman and doorman
25
Reservations & Guest Service Manager Resume Examples & Samples
- Minimum of 7 years of relevant experience in a customer service or telephone contact position in the hotel industry
- Knowledge of computer, reservation and distribution tools
- Knowledge of the hospitality sector
- Fluent in the national language, good working knowledge of English
- A third language would be a plus
- Ensuring that all reservations and customer requests over the phone, by fax or internet, etc. are handled smoothly in accordance with the specifications validated by the customers
- Increasing and optimizing room sales in line with the brands and hotels’ sales policy (SOP)
- Applying the brand’s quality standards (SOP)
26
Assistant Guest Service Manager Resume Examples & Samples
- At least 3 years of progressive hotel Guest Services experience or a 2- or 4-year college degree and at least 2 year of related experience required
- Must be proficient in Microsoft Office applications. Experience with Opera helpful
- Must have a valid driver's license from the applicable state
27
Guest Service Manager Resume Examples & Samples
- Hilton experience and knowledge of onQ PMS is preferred
- Exceptional customer service skills required
- Excellent communication and presentations skills required
- Must be highly motivated, committed and people oriented
- Ability to supervise and motivate employees
- Must be flexible to work evenings, nights & weekends
- 2 years of hospitality experience required, preferably in a full service high volume property
28
Guest Service / Manager Resume Examples & Samples
- Interviews, selects, trains, supervises, counsels and disciplines guest services staff to ensure maximum guest satisfaction
- Organizes and conducts meetings and communicates pertinent information to the staff
- Investigates and resolves all guest complaints. Interacts positively with guest to maintain guest loyalty
- Keep record of guest service interactions or transaction, recording details of inquiries, complaints, or comments, as well as actions taken for resolution
- Other tasks as assigned by the Operations Manager
- Answer inbound calls to help resolve guest concerns through analysis to determine the most effective
- At least 2 years in Guest Service and communications
29
Guest Service Manager Resume Examples & Samples
- Monitor front office staff to ensure guests receive prompt, professional attention and personal recognition. Ensure guests are greeted upon arrival. Respond appropriately to guest complaints. Implement appropriate service recovery guidelines in order to ensure total guest satisfaction
- Schedule and regularly conduct routine inspections of the front office and public areas to ensure the appearance of such areas reflects highly on the hotel, brand, and Company. Develop actions plans to correct any deficiencies
- Analyze guest satisfaction data and develop and implement plans to achieve established goals related to guest satisfaction scores, front desk activities, Priority Club enrollments, etc
- Handling various objects
30
Guest Service Manager Resume Examples & Samples
- Day to day leadership, motivation, and coaching for a team of nurses
- Approximately 30% of this role will be administrative tasks; the remainder of the duties will be people and operationally-focused
- Daily oversight and adjustment of staff to meet business needs
- Provide feedback and input on team member reviews and performance ratings
- This leadership position will provide support with training, communication and scheduling support as necessary
- Additional responsibilities include responding to guest and customer service issues
- Prioritizing, planning assessment and quality improvement implementation for services to be provided by the team
- The Guest Service Manager will partner with internal and local Operations partners to ensure the team has the tools and resources to provide exceptional guest service and follow up service recovery procedures when appropriate
- Demonstrated ability to Lead, motivate, and inspire others to achieve business goals
- Demonstrated strong guest service oriented skills in an operational environment
- Demonstrated ability to manage multiple priorities in a fast-paced environment
- Demonstrated strong partnering and relationship building skills
- Proven strong organizational and decision making skills
- Demonstrated listening skills, solution oriented, change champion
- Independent and self-motivated to work in a team environment
- Ability to work within a Microsoft Office suite of programs
- Full availability with work schedule, including nights, weekends, holidays and rotating shifts
- Bachelor’s degree in Nursing or equivalent
- Current and clear Florida nursing license
31
Guest Service Manager Resume Examples & Samples
- Leading the team - Lead, develop and set the direction for our team while establishing the accountabilities to deliver Guest Excellence, Cast Excellence, and optimal financial results. Model Disney Leadership behaviors and promote an emphasis on the Four Keys business standards
- Managing the operation - Ensure Food and Beverage operations are led through active, on-stage management ensuring exceptional products and services as well as a safe and efficient operation. Partner with restaurant management peers to operate the entire portfolio of locations. Daily labor processing
- Engaging Guests – Engage Guests for feedback including issue resolution and managing guest metrics
32
Guest Service Manager Resume Examples & Samples
- Demonstrate commitment to excellence and working in the operation daily, which includes interacting with guests and cast members and resolving any guest issues
- Maintain a positive attitude and strong cast focus to inspire, engage, coach and develop a highly diverse, multi-lingual team
- Coordinate, develop and inspect daily cleaning assignments; providing feedback to ensure cleanliness and service and product quality standards are met in a timely and efficient manner
- Make day-to-day operational decisions that benefit guests, cast members and the demands of the business
33
Guest Service Manager Resume Examples & Samples
- Ensure 100% guest satisfaction
- Ensure 100% problem resolution
- Develop, implement & execute problem resolution strategies
- Develop, implement & execute surprise & delight initiatives to elevate our guest’s experience to a whole new level
- Develop, implement & execute action plans to exceed property’s goals in terms of Guest Satisfaction (VOG) and Brand Standards compliance (LQA)
- Improve processes to minimize defects
- Be a role model for the team by offering outstanding and professional service at all times
- Actively contributes to exceeding Hotel’s goals for each of our 4 pillars (LQA, CES, VOG, TRIPADVISOR, REVPAR/GOP, etc)
- Champion Swiss Service Application
- Attend Pre Convention Meetings
- Champion the “Problem Free Stay” focus of the Amazing Race
- Responsible for in-house reservations (3rd parties, commissions, communication with GRC, etc.)
- Acts as Manager on Duty
- Provides full support to the operation of all Front Office departments and is fully capable to execute Manager and Colleague’s responsibilities and tasks at the Front Desk and Concierge Desk
- Coordinates all guest and interdepartmental requests. i.e. Guest and Colleague calls, Engineering dispatch, Housekeeping dispatch, In-Room Dining Orders, Wake up calls; etc
- Produce Daily/Weekly/Monthly/Quarterly/Annual Reports with Swiss Service Manager diagnostics
- Ensure Guest Service Team is entering 100% of all guest requests maintenance requests via Swiss Service Manager Application
- Builds strong and professional relationships with all departments with special emphasis on Housekeeping, Engineering, Sales & F&B
- Provides leadership, supervision, coaching and training to Swiss Service colleagues; including scheduling and performance management
- Ensures Guest Service/FO Team has a solid understanding and knowledge of all hotel departments
- Coaches Guest Service/FO Team in areas of upgrading, cross-selling, ongoing skill set knowledge and call management in a professional, helpful manner
- Leads by example in fostering positive colleague relations and demonstrating Respect, Integrity, Teamwork, Excellence & Accountability
- Ensures information provided to guests is accurate and individualized
- Monitors day-to-day operation to insure call volumes are managed efficiently and administrative duties are completed
- Ensures procedures are in place to ensure Swiss Service Manager tickets are closed/followed up on in a timely manner
- Completes daily audits of reservations to ensure correct, billing, routing and notifications are in place
- Process confirmation Letters, Keep In Touch requests,
- Process advanced deposits and cancellations
- Ability to enter STAR data and handle Business travel reservation requests
- Review No Show Billing
- Ensures smooth shift change with proper pass on communication between colleagues
- Develops and maintains training manual for Guest Service colleagues
- Embodies Vitality, Sustainability and Swissness
- Ensures a safe environment for our guests and colleagues
- Previous experience is an asset
- Minimum 2 years previous management experience in Front Office operations
- Proven ability to guide, coach and develop team members
- Excellent leadership, written/verbal communication, coaching and interpersonal skills
- Second language is an asset
- Must possess an outstanding level of emotional intelligence
- Must be 100% oriented and committed to building satisfaction and loyalty in both Colleagues and Guests
- Able to balance a large variety of conflicting priorities while providing outstanding guest service
- Strong working knowledge of Opera CRS; Opera PM; Opera Sales & Catering; MS Outlook; Word; Excel; Power Point; Meeting Matrix
- Must enjoy working well under pressure in a fast paced and constantly changing environment
- Post Secondary Education in either Hospitality or Business program an asset
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Assistant Guest Service Manager Resume Examples & Samples
- Experience that demonstrates well established technical know-how
- Sensibility of customer service,
- A thorough and organised approach,
- Leadership,
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Guest Service Manager, Duty Manager Resume Examples & Samples
- Provide a front line management contact for guests with escalated service requirements or items to be addressed
- Monitor the hotel front-of-house operations including hotel operations, restaurants, bars, banqueting, fitness center, children activity center, water play area, merchandise area, lake area etc
- Provide guidance for all duty cast members in case of any service shortfalls
- Ensure appropriate cast members at all service areas; liaise with concerned departments if required
- Coordinate with VIP Coordinator in order to greet all VIPs
- Handle dissatisfied guests to resolve complaints, take remedial actions immediately and follow up as necessary. Ensure all guest concerns are promptly logged and report to the management in the Duty Manager log
- Respond to all emergency situations such as medical issues, fire alarms, theft case, guest accidents etc. Every effort must be made to minimize the disturbance or cause inconvenience to the hotel guests. Ensure all incidents are properly logged in the Duty Manager log for future reference
- Release ‘locked’ in-room safes
- Process manual wake-up calls that have had no response
- Provide a management presence in the lobby and hotel back and front of house areas for cast members
- Ensure front office service levels are maintained using coaching and training techniques aligned with the department standards and procedures
- Ensure a smooth co-ordination between the individual sections of hotel operations
- Liaise and work closely with other LOB to resolve any operational issues
- Administrative and correspondence work including responding to guests complaints or requests within 24 hours
- Conduct floor patrols together with the Security Officer to all back-of-house areas. Any irregularities are to be reported
- Authorize appropriate rebates, paid-outs, charges to house account and house use/complimentary rooms in the absence of a more senior manager
- Handle undesirable patrons with the support of the Security Department
- Fully understand the hotel PMS, FCS,VisiOnline and other related systems
- The Duty Manager must be fully aware of all hotel emergency procedures e.g. typhoon, fire alarm, power outage etc. All incidents must be properly logged in the Duty Managers log for future reference
- Take charge during emergency situations and act as the commander of the Emergency Response Team
- Perform any duties assigned by the Management deemed necessary
- Proven operational experience
- Demonstrated ability to deal effectively with conflict
- Demonstrated passion for developing others
- Demonstrated strong inter-personal skills
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Guest Service Manager, VIP Reservation Center Resume Examples & Samples
- Monitor the daily Sales and Operational matters as well as the daily service performance, and provide constructive suggestions to line manager on the enhancement and improvement in order to improve the revenue
- Provide the status updates and periodic reservation sales reports to line manager on a weekly, monthly quarterly basis
- Focus on the high-quality service delivery to the VIP guest and can handle the guest complaint independently and efficiently and improve the guest satisfaction
- Ensure efficient internal and external communication with all key stakeholders
- Ensure Shanghai Disney Resort’s business policies and process are well followed
- Deliver training to new and existing Cast Members, including products, systems, soft skill and etc
- Collect and analyze the relevant data as required
- Provide timely and consistent discipline when applicable
- Provide feedback to improve performance and professional growth
- Reward and recognize Cast through creative sales promotions
- Working experience in travel industry for at least 3+ years, travel agents operation or Hospitality Industry experience is preferred
- Minimum of 3+ years of Operations leadership experience, and experience in call center operation/sales/client management/hotel reservations is preferred
- Computer literacy (Word, Excel, Power point, Outlook)
- Demonstrated effective verbal and written communication skills in both English and Chinese; CET-6 preferred
- Proven ability to act according to business plan in provided time
- Any certificate of call center management or familiar with Hotel PMS is highly preferred
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Guest Service Manager F&B Resume Examples & Samples
- TARS
- FOLS
- To supervise the restaurant and bar operations
- To offer an excellent quality of service to our guests
- To manage and motivate the team to develop sales
- To ensure a fun and professional working atmosphere
- To support the Manager in creating financial gains
- To bring innovative ideas to always improve the restaurant offers
- Personally and frequently verifies that guests in his operation are receiving the best possible service available
- Schedules himself to be on the front during peak operation hours, checking on standards of services, and cleanliness, is greeting and assist in the check in of guests and escorts VIP guest to the room
- To constantly strive to please all guests that he may come into contact with
- Is responsible that employees project professionalism and are well trained and provide friendly and efficient service
- Ensure that corporate, divisional and departmental policies and procedures are adhered to at all levels
- Liaise closely with other departments and emphasizes on excellent inter-departmental relations considering other departmental procedures and policies
- Delegate authority and responsibilities to direct subordinates without relinquish ultimate responsibility for the operation
- To maintain all hotel records and forms as prescribed by established policies and procedures
- Takes appropriate decisions to tact emergencies, be they as a result of power outage, sudden breakdown of working equipment, delayed supplies etc
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Assistant Guest Service Manager Resume Examples & Samples
- Works with the hotel Guest Service Manager, Assistant General Manager and General Manager to achieve and exceed guest satisfaction scores in all areas of the hotel
- May prepare weekly schedules for front office staff
- Required reports are timely and of a quality that can be shared with corporate
- Work directly with the Guest Service Manager and Assistant General Manager to ensure rates are accurate and monitored daily
- Frequently reviews work generated by the night auditor
- Stand more than 2/3 of the time
- Walk less than 1/3 of the time
- Sit less than 1/3 of the time
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Guest Service Manager Resume Examples & Samples
- Observe, evaluate, and coach hosts to deliver friendly, superior guest service which focuses on show
- Maintain measurement plans and reports to evaluate host, financial and operational effectiveness
- Conduct training needs assessments to identify performance gaps and provide necessary coaching and feedback
- Deliver on-the-job training (OJT) programs and materials
- Drive measurement based continuous improvement of OJT
- Select, train and develop Guest Service Leaders
- Assess the Friendliness and Show aspects of each department, identifying performance gaps and other training needs. Provide feedback and partner with the store management team to deliver solutions
- Manage training activities (OJT, online, etc.) and assess the support needed to drive organizational effectiveness. Provide feedback and partner with the store management team to deliver solutions
- Manage the hiring processes including sourcing and candidate management. Work with the store management team to ensure interviewing, onboarding and training processes follow established guidelines
- Complete, review, and maintain all training documentation including OJT, new hire and performance documentation
- Works with Store Manager/Director to ensure that a schedule is written to provide the desired level of guest service within established labor guides
- Process guest orders, including performing functions of cashiers or guest service clerks
- Perform guest service desk functions as needed
- Ensure that an accurate daily cash count is completed
- Ensure bank deposits are completed daily according to policy
- Monitor and analyze audits according to company guidelines
- Monitor and enforce all Front Porch policies related to Asset Protection and Shrink Control
- Ensure the security of the office and store funds
- Maintain supplies needed for Front Porch according to budget
- Knowledge and application of operations within a retail environment
- Knowledge and application of the principles of differentiated learning
- Leadership experience with direct reports
- Ability to work well with others
- Ability to lift 25 lbs. occasionally and 15 lbs. constantly
- Ability to stand for extended periods of time
- Demonstrate successful use of math skills
- Knowledge of Front Porch operations
- Ability to work shifts during peak times (such as 10-7) at least 3-4 days per week
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Guest Service Manager Resume Examples & Samples
- Providing leadership which utilises the full potential of the team
- Promoting effective relationships with individuals and other departments
- Setting measurable performance standards, objectives and goals to be achieved
- Improving quality and service standards by paying attention to detail
- Anticipating potential problems and business opportunities within the planning process
- Demonstrating a systematic approach to organisation and administration
- Focusing on producing results through encouraging high achievement
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Assistant Guest Service Manager Resume Examples & Samples
- Previous supervisory experience necessary, hotel environment preferred
- The ability to perform all tasks in the guest services department
- The ability to motivate, coordinate, discipline and supervise the activities of bell, door, page and valet parking staffs
- The ability to coordinate scheduling of entire staff in direct relation to business levels
- The ability to attend and participate in all required meetings
- The ability to arrange for the handling of group luggage both on arrival and departure
- The ability to complete all staff attendance sheets on a timely basis
- The ability to serve as a direct liaison between hotel departments and guest services staff
- The ability to set up special amenity deliveries
- The ability to ensure successful completion and accurate billing for services provided
- The ability to conduct oneself in a professional manner at all times to reflect the high standards of Four Seasons Hotels and encourage staff to do the same
- The ability to ensure a clean, neat and organized work area
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Guest Service Manager Resume Examples & Samples
- Works with the hotel General Manager to achieve and exceed guest satisfaction scores in all areas of the hotel
- Responsible for satisfaction scores for the front desk operations. Addresses any deficiencies in the area immediately
- May be responsible for posting weekly guest satisfaction scores for hotel associates to see and review
- Performs any other duties as requested by supervisor
- Bachelor's degree (B. A.) from four-year college or university; or one to two years related experience and/or training; or equivalent combination of education and experience
- Position has supervisory responsibilities of front office staff
- Lift up to 15 lbs less than 1/3 of the time
- Push / pull up to 15 pounds
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Guest Service Manager Resume Examples & Samples
- Answer all incoming phone calls according to a proven, pre-set script, and schedule a sales or service appointment
- Lead and participate in all dealership community outreach efforts
- Log all customer comments into Dealership Management System
- Schedule follow-up contact if no appointment is made in Dealership Management System
- Confirm scheduled appointments with future customers
- Post scheduled appointments on appointment board in the Business Development Center
- Re-schedule “no-show” customer appointments
- Follow-up with sales or service department to determine if the appointment was kept and what the outcome was. Schedule future contact as needed
- Maintain and update customer changes in database
- Contact current customer base on current marketing incentives
- Respond to customer website request (internet inquiries)
- Contact internet clients via e-mail and phone to schedule a sales or service appointment
- Notify necessary departments to inform of appointments set
- Forward any customer concerns to the correct department Manager and follow-up
- Demonstrates the Company’s Core Values
- Maintains accurate timekeeping record in timekeeping system
- Complies with Company policies and procedures
- Observes all Federal, State, Local and Company safety rules and regulations in the performance of duties
- Community relations
- Automotive
