Guest Service Manager Resume Sample
Therese Treutel
950 Bridgette Hollow,
New York,
NY
+1 (555) 655 3594
Work Experience
Guest Service Manager
04/2016
-
PRESENT
Philadelphia, PA
- Highly organized, career and result oriented, positive and approachable attitude
- Understand guest’s service needs
- Discounted RTD Eco bus/light rail pass
- Discounted Hotel rooms ( Marriott and Stonebridge Hotels)
- Discount on Dinning Experience at Marriott Properties
- Discount on Dining Experience at our managed restaurants
- Medical, Dental and Vision insurance (Eligibility: 30 days after hire)
Assistant Guest Service Manager
11/2009
-
11/2015
Detroit, MI
- 401(k) retirement plan offered after 6 months, eligible for company match at 1 year
- Free Life Insurance to all associates
- Flexible schedule to include weekends, holidays, mornings and evenings
- Working experience in guest services industry
- To ensure that all issues happening at night relating to guest satisfaction are met and that follow up with the morning shift is done on a timely basis
- Oversee the personal hygiene and grooming standards of the entire hotel’s associates on duty overnight as outlined in the associates’ handbook
- Provide associate coaching, counseling, support and guidance as required
- Achieve budgeted revenues, control labor costs & expenses, and maximize profitability within all areas of the front office
Night Manager / Guest Service Manager
06/2003
-
08/2009
Boston, MA
- Participate in the preparation of the annual departmental operating budget and financial plans which support the overall objectives of the hotel
- 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)
- Actively contributes to exceeding Hotel’s goals for each of our 4 pillars (LQA, CES, VOG, TRIPADVISOR, REVPAR/GOP, etc)
- Responsible for all PBX functions within the hotel, external inbound and internal calls, voicemail, etc
- 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
- Ensures department standards and policies are adhered to, making recommendations where necessary to reach overall performance goals
- Key liaison for communication to each department
Education
University of Central Florida - Cocoa Campus
1998 - 2002
Bachelor's Degree in Nursing
Professional Skills
- Demonstrated strong verbal and written communication skills, including problem-solving and decision-making
- Strong verbal and written communication skills with ability to communicate effectively by telephone, email, radio and reporting
- Proven strong leadership and coaching skills
- Dynamic personality with proven leadership skills, open minded, outgoing and genuine
- Excellent skills in guest relations
- Strong interpersonal skills, outgoing, talkative, guest and quality oriented
- Possess excellent communication and presentation skills
How to write Guest Service Manager Resume
Guest Service Manager role is responsible for reporting, training, customer, english, leadership, travel, finance, credit, security, compensation.
To write great resume for guest service manager job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Guest Service Manager Resume
The section contact information is important in your guest service manager resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:
- First and last name
- Telephone number
Work Experience in Your Guest Service Manager Resume
The section work experience is an essential part of your guest service manager resume. It’s the one thing the recruiter really cares about and pays the most attention to.
This section, however, is not just a list of your previous guest service manager responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular guest service manager position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Guest Service Manager resume experience can include:
- Assist in the daily operation ensuring to always be a leading example, showing excellent customer service skills
- Proven ability on monitoring and effective use of resources to implement daily core operation
- Quality Assurance -Communicates with all staff to delivering accurate Signature Services and mind blowing guest experience
- Business or higher level of English skill both in writing and speaking
- A level Shanghai Health Certificate with at least 6 months of validity is required for this role
- Communicates and works collaboratively with all other hotel departments to ensure well-rounded guest experiences
Education on a Guest Service Manager Resume
Make sure to make education a priority on your guest service manager resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your guest service manager experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.
Additional details to include:
- School you graduated from
- Major/ minor
- Year of graduation
- Location of school
These are the four additional pieces of information you should mention when listing your education on your resume.
Professional Skills in Guest Service Manager Resume
When listing skills on your guest service manager resume, remember always to be honest about your level of ability. Include the Skills section after experience.
Present the most important skills in your resume, there's a list of typical guest service manager skills:
- Demonstrated operational guest service experience and skills
- Excellent business communication skills - written and oral
- Strong project management, professional written and verbal communications and interpersonal skills
- Strong relationship management skills with both internal and external Guests
- Proven leadership experience over 1 year and perform excellent leadership
- Demonstrate excellent teamwork and people skill
List of Typical Experience For a Guest Service Manager Resume
1
Experience For Assistant Guest Service Manager Resume
- Handle guest complaints professionally and effectively
- Maintains open line of communication and co-ordination with related departments to ensure guest requests and complaints are handled effectively and efficiently
- Extensive Hotel or Hospitality operations experience required
- Recognize Cast Members for their excellent guest service and give them positive and constructive feedback. Serve as the role model of the store
- Use Disney Four Keys Basics to provide excellent guest service; concern Safety, Courtesy, Show and Efficiency
- Support and localize innovation, supervise the effect on Cast Members and guest experience and procedure improvement
- Assist Management to operate a highly proficient and productive hotel
- Take full ownership of the Arabic arrival experience within Front Office
2
Experience For Guest Service Manager, Duty Manager Resume
- Increasing and optimizing room sales in line with the brands and hotels’ sales policy (SOP)
- Applying the brand’s quality standards (SOP)
- Ensures smooth check-in of all arriving guests as per policy and ensures all arriving guests are escorted to their respective room or suite
- Reports directly into and communicates with the Front Office Manager on all matters pertaining to the reception operations
- Serves as a central communications point during emergency/crisis situations
- To handle queries on charges and cashiering
3
Experience For Night Manager / Guest Service Manager Resume
- To answer inquiries concerning hotel services and facilities
- To provide professional service to Hilton Hhonors members and coordinate with Hhonors Service Centre regarding guest special requirement
- Release ‘locked’ in-room safes
- Ensure Shanghai Disney Resort’s business policies and process are well followed
- Supervises all front desk services and personnel to ensure guests receive prompt, cordial, efficient and personalized service
- Authorizes rate and room changes, paid outs, rebates, cash advances, acceptance of cheques, on basis of established procedures
- Coordinates with security in the investigations of irregularities and undesirable guests, assists with filling out loss and incident report according to company policy
4
Experience For Guest Service Manager F&B Resume
- Oversees the operations at the hotel reception desk and manages the tasks and responsibilities of the reception team
- Ensures reception staff provides guests with prompt service, professional attention and personal recognition
- Ensures guests are greeted upon arrival and makes time to interact effectively with guests. Responds appropriately to guest complaints, solicits feedback and builds relationships to drive continuous improvement in guest satisfaction
- Ensures staff are trained on upselling techniques both for Rooms and all other hotel facilities in order to contribute to the maximisation of the hotel's revenue
- Work under the Area Manager, Custodial Operations, conduct all assigned tasks and jobs by the Area Manager, Custodial Operations
5
Experience For Guest Service Manager, VIP Reservation Center Resume
- Fully understand the hotel PMS, FCS, VisiOnline and other related systems
- Manage and resolve complex and sensitive issues on behalf of Senior Officers, through to compensation directly by liaising with Hotels, General Managers and Regional Vice Presidents
- Apply a highly experienced level of skills and knowledge of operations to support the North and Central Americas Operations team and Hotels (as well as Functions and Brands at times) to achieve their Guest Satisfaction targets through establishment of a culture of continuous improvement
- Monitor, analyze and interpret operational performances and trends, related to, and not limited to, Guest Satisfaction, Problem Resolution, Guest Feedback, Missed Standards, compliance to Policies & Procedures, Service Essentials and Service Promise, highlighting improvements as well as regressions and areas of opportunities
- Based on strong operational experience, compile and present clear and concise recommendations and service improvement plans regarding underlying Guest Satisfaction trends and Problem Resolution root causes to support Hotels and Americas Operations key priorities and Strategic Plan
- Identify key performance indicators and generate monitoring systems that identify hotels achieving results and objectives and provide recommendations regarding Hotels’ Guest Satisfaction Property Improvement Plans and Americas Guest Satisfaction
- Foster a culture of Operational Excellence and participate in Quarterly Operations Calls, in onboarding newly appointed Leaders and in facilitating Guest Satisfaction presentations and general service quality training to Hotels
- Manage and update internal online toolbox, including Best Practices platform with pertinent content
- Liaise with the Operations Team to ensure the implementation of assessed findings and refinements as well as Best Practices
6
Experience For Lifespa Guest Service Manager Resume
- Follow Brands’ Policies, Procedures and Service Standards
- Additional projects and tasks assigned as required by Americas Operations Support, Vice President to contribute to North and Central Americas Strategic Plan and to the Brand’s competitive advantages, for example assisting with New Openings, Transitions and Service Improvement Plans
- Previous experience in a leadership role within Hotels or Hospitality industry
- Result oriented to identify and recommend solutions and implementation
- Computer literate in Microsoft Windows applications required, especially Excel
7
Experience For Reservations & Guest Service Manager Resume
- Work cohesively with cross-functional team groups and taskforces
- Ensure that One Ski Hill Place RockResort guest service standards are being applied consistently and all hotel and departmental policies and procedures are followed
- Conduct daily pre-shift meeting to include RockResort and Vail Resorts standards of the day and safety topic of the day
- Respond to all Medallia alerts
- Respond to Social Media reviews
- Follow up on guests issues from Bounce Back Log
- Prepare Medallia reports for team weekly
- Update Medallia scores board weekly
8
Experience For Guest Service / Manager Resume
- Direct and coordinate the activities of the front desk, reservations, guest services, and telephone areas
- Ensure the proper appearance of the lobby and all public areas
- Pursue the hotel’s revenue goals and effectively utilize yield management and revenue maximization tools. Constantly seek new ways to increase room revenue and occupancy
- Conduct staff Training as needed
- Be proficient on the use of the property management system, and train front desk personnel on the system
- Coordination of the front drive and transportation on the front drive
- Manage bell, door and concierge staff
9
Experience For Guest Service Manager Entertainment Resume
- Ensure all checklists are updated and are completed by his/her team
- Work with Front of Manager to achieve budgeted and forecasted labor spend
- Operations -Manages operational excellence with respect to the SOP
- Education Management - Works with vendors on scheduling and implementation of education and other classes and maintains educational calendars. Works with LTU in the development of LifeSpa | Salon training and materials
- Technology - Maintains employee records in POS system. Supports the field with technical issues relating to POS, Inventory, Payroll, etc. Assists with other software applications as required
- Service Management - Responsible for financial performance of program(s) against established goals. Monitors and communicates financial performance of assigned offerings; Seeks to continually improve service performance
10
Experience For Duty Manager / Guest Service Manager Resume
- Maintain an effective flow of communication within the Bell & Valet Department and co-ordinate with other Front Office and Hotel departments as necessary
- New Service Introduction - Work with appropriate parties to establish nation-wide rollout plans for all product and program updates
- Evangelist - Promotes and evangelizes their program and the Life Spa | Salon philosophy to members, employees, prospects, and partners
- Co-ordinate the activities of both Service Leaders (Bell Captains and Valet Supervisor) and Service Associates (Commissionaires & Bell Valet Attendants) and assign tasks as necessary
- Ensure that all guest luggage is expediently handled and delivered
- To ensure that all assigned tasks are performed in accordance to established standards and procedures
- Prepare work schedules and administer E-tivity as required; be familiar with labour guidelines and restrictions
List of Typical Skills For a Guest Service Manager Resume
1
Skills For Assistant Guest Service Manager Resume
- Demonstrated excellent understanding of P&L's and financial acumen
- Excellent effectiveness developing business relationships with partners or vendors
- Excellent effectiveness in presenting information to a large audience
- Demonstrated effectiveness developing business relationships with partners or vendors
- Proven working experience on guest service related industry (Food and Beverage or Retail) over 3 years
2
Skills For Guest Service Manager, Duty Manager Resume
- Experience of supervising people and developing people
- Previous experience working in a Housekeeping role, preferably in a luxury hotel
- Demonstrated proficiency in Microsoft Office including Outlook, Excel, PowerPoint and Word
- Demonstrated thorough understanding of the health laws and sanitation codes
- Demonstrated ability to lead a multicultural team and passion for developing others
- Previous experience working in a Disney Resort Hotel
- Ensure all Night Associates sign up and report to the Night Manager prior starting their shift and receive a PCT phone
- Manage and supervise the in house cast members to ensure all assigned environments and locations are in safety, clean and good working condition
- Previous experience in Front Office within the hotel/leisure/retail sector
3
Skills For Night Manager / Guest Service Manager Resume
- Experienced in Smile/Fidelio/Opera system
- Upervisory experience in a 5 star Hotel in a similar position
- Good knowledge of reception daily operation
- Good knowledge of FO operation, guest-oriented
- Experience in Bell, Valet, or Front Office, preferably in a luxury resort environment
- Demonstrated in-depth beverage knowledge
- Experience in a table service restaurant
- Experience as a Front Office Management position
- Front office supervisory experience preferably in a 4 or 5 diamond hotel property
4
Skills For Guest Service Manager F&B Resume
- Keeping current on Honors program, OnQ updates and service standards
- Occasional kneeling, pushing, pulling and lifting
- Be curious by being aware of our hotel and neighborhood and going out of our way to help guests learn and discover what's going on
- Operations - Assists with creating and maintaining program standard operating procedures (SOP)
- Encourage and support the development of store lead, trainer and Host/Hostess, support new Cast Members onboarding training and on job training
- Manages incoming and outgoing packages on property
- Follow proper cash handling procedures, regarding tipped team and contracted gratuities
- Conduct Spatial Awareness training to provide tools for the teams to be safe on the job and in handling guest and property vehicles
- Follow Disney basic quality standards, create positive working environment for all Cast Members using Disney leadership
5
Skills For Guest Service Manager, VIP Reservation Center Resume
- Concern data analyzing, inventory managing and loss prevention with the team
- Manage shifts arrangement and working hours, ensure staffing level within the budget
- Assists department in exceeding productivity standards
- Co ordinate with Loss Prevention in sending away undesirable guests from the hotel
- Be vibrant by carrying ourselves in a way that says to our guests we are energetic, motivated, confident
- Available to work all shifts and all days on a rotating roster
6
Skills For Lifespa Guest Service Manager Resume
- Full Australian driving license
- Frequent standing throughout shift
- Frequent walking throughout the shift
- Varied shifts including graveyard shifts
- Assist with staff training and development
- Lead the nightly fire evacuation training with all Associates and establish a report for DOR and FOM review
- Decision leader in case of an emergency pending the arrival of a more senior person
- Ensures staff is properly trained on systems, security and cash handling procedures, and service and quality standards
7
Skills For Reservations & Guest Service Manager Resume
- Takes appropriate decisions to tact emergencies, be they as a result of power outage, sudden breakdown of working equipment, delayed supplies etc.
- Use eyes, hands, and fingers accurately while operating a switchboard or computer keyboard
- Act as Guest Service Expert regarding Voice of the Guest, Guest feedback, LQA reports, Customer Advisory Boards for Hotels and for the Region
- Service Management - Assists in conducting monthly business review on managed program(s) with the field and with corporate management
- Ensure safe environment for all Cast Members and guests, following Shanghai Disney Resort safety procedures
- In charge of Cast Members’ performance managing with Disney standard
- Ensure Disney Visual Merchandising display standard
8
Skills For Guest Service / Manager Resume
- Proficiency with Microsoft Word, Excel, and Outlook computer programs
- Fluent in spoken and written Vietnamese and English
- Ensures new hires complete new hire orientation
- Handle all guest and internal customer complaints and inquiries in a courteous and efficient manner
- A warm personality with the natural ability to smile
9
Skills For Guest Service Manager Entertainment Resume
- Able to work under pressure with proactive attitude
- Passion for service and commitment to safety awareness
- Proven ability to lead effectively in a team environment, hold self and others accountable, as well as the ability to deal effectively with conflict with strong partnering and networking skills
- Previous experience working in a Housekeeping role or knowledge of chemicals, materials, cleaning technique and equipment
- Previous experience with HotSOS/REX
10
Skills For Duty Manager / Guest Service Manager Resume
- Previous experience in Health & Safety
- Experience with Opera or other front office software is an asset
- Expertise in the field of tourism and particularly in the sector of Front Office
- Desire to work hard for high quality hospitality environment
- Be quick, effective and responsible, to achieve results accordingly to business structures, as well as train and drive teams towards shared goals and achievements
- Experience in hotel operations with a strong interest in other departments
- Previous experience as Guest Service Manager
List of Typical Responsibilities For a Guest Service Manager Resume
1
Responsibilities For Assistant Guest Service Manager Resume
- Responsible for optimizing hotel occupancy and room rate
- Have thorough knowledge of all guest rooms and suites and their location and amenities
- Produce fortnightly rosters for Service Leaders and all Service Associates
- Participate in departmental meetings and ensure that all assigned colleagues are advised of any and all changes in standards and procedures
- Serve as the leader of a store or a branch of a big store
2
Responsibilities For Guest Service Manager, Duty Manager Resume
- Monitor stock inventory, ensure sufficient products on the floor
- Make sure all team members follow related standards and procedures
- Communicate and partner within and across lines of business including other area leaders, peers, Location Planning, vendors and related supervision departments to ensure smooth day-to-day operations
- Capable of organizing events or activities within the store
- Maintain high quality of guest services primarily in the areas of arrivals, departures, rooming, special needs and guest enquiries
- Be able to find new business opportunities, analyze sales data to improve sales and guest service
- Adaptability and willingness to develop themselves and others
- Full availability for any dates in a week and any shifts, including nights, weekends and holidays and work location (indoor, outdoor and specialty stores throughout park and town)
3
Responsibilities For Night Manager / Guest Service Manager Resume
- Able to work independently and to make decision in different situations
- Direct team to ensure exceptional customer service is delivered at all times
- Coordinate the services and special facilities provided to extended-stay Guests
- Monitor the appearance & standards of Front Desk
- Help recruit, manage, train and develop the Guest Service team
- To exemplify in the primary role as “Hotel Host”
4
Responsibilities For Guest Service Manager F&B Resume
- To personally block VIP rooms and ensure rooms were arranged properly and do the in room check in for the VIP guests
- To welcome all guests and VIP guests as many as and ensure that special attention is paid to families, handicapped etc
- To investigate any guest complain/comments and coordinate with all other departments to ensure complaints/comments are well look after
- To maintain a log book recording any unusual incidents, copy the log book to department heads concerned regarding guest service conditions or recommend changes in existing practices
- To ensure guest information is checked and uploaded to PSB system efficiently and correctly
- To monitor customer feedback and advise management where necessary
- Familiar with room door lock-link procedure & open safe-box procedure
- Greet and welcome all UAEN guests who complete their registration procedures in Mina A’Salam and to attend to all their needs throughout their stay at the hotel
5
Responsibilities For Guest Service Manager, VIP Reservation Center Resume
- Oversee the duty schedule of Front Office to ensure that there is sufficient support for all guests, specifically focussing on UAEN arrival and departure experience
- Assist in handling and resolving any guest complaints received from UAEN and Arabic guests and ensures courtesy calls are made & tracked as per procedures
- Assists in following up on credit balance with UAEN and Arabic guests as per and to adhere to MJ & JI cashiering policies and procedure
- Assist in ensuring feedback ins passed to relevant managers about colleague performance in line with Jumeirah and MJ policies
- To be an inspirational leader and ambassador representing UAE culture, beliefs, local customs and traditions
- Ensures check-out preparation has been done and ensures smooth check-out of all departing guests as per policy & Standards
- Identifies and anticipates guest’s needs and requirements and be a continual source of information, help and assistance
6
Responsibilities For Lifespa Guest Service Manager Resume
- Abides by all policies and procedures as stated in the Guest Services, Front Office and Concierge SOP Manual
- Attends and conducts pre-shift briefings
- Respond to internal and external emails in a timely manner
- To work closely with local suppliers and businesses to ensure strong professional relationships are built and maintained with the vision to ensuring Mina A’Salam remains in the top three properties within CSI ranking
- Responsible for looking after the guest needs in a professional manner. Able to resolve complain professionally and ensure no one leave the hotel unsatisfied
7
Responsibilities For Reservations & Guest Service Manager Resume
- Achieve positive guest relations and maximize guest satisfaction
- Enforce all company policies and SOPs
- Possess the following strengths: high energy, passion for service, entrepreneurial skills, motivational leader, initiative, ability to manage people, effective communicator, effective in providing exceptional customer service, ability to improve the bottom line and excellent time management skills
- Assistant Manager experience or similar in guest service experience a 5 star Hotel
- Knowledge of Opera, HotSOS, Rex, Checkmate and Alice
8
Responsibilities For Guest Service / Manager Resume
- Familiar with Front Office Standards and Procedures
- Responds immediately on medical requests and emergencies
- Knowledge of consumer needs and the operations of a salon/spa
- Knowledge of standard office procedures and computer software (Microsoft Office applications, Microsoft Outlook, Microsoft Project and Internet Explorer)
- Knowledge of front office application
9
Responsibilities For Guest Service Manager Entertainment Resume
- Have the spirit of openness and the ability to deal with and lead a multi-cultural workforce
- Ensure all fire & safety procedures and met at all times
- Carry random inspections around and outside the hotel
- Ensure all MI Threat Conditions standards are met and inspected on nightly basis. Any non compliance to be reported by e-mail to DOR and FOM for follow up
- In case of fire or a need of an evacuation, Night Mgr to call on respective Executive on site (F&B Director / Director of Sales) and call GM/RM for further instructions
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