Guest Services Manager Resume Sample
Price Jast
10708 Martina Walks,
San Francisco,
CA
+1 (555) 328 1741
Work Experience
Guest Services Manager
03/2016
-
PRESENT
Chicago, IL
- Answer inbound calls to help resolve customer concerns through analysis to determine the most effective resolution
- Respond to all guests’ requests, problems, complaints and/or accidents presented at the Front Desk or through reservations, letters and/or phone calls, in an attentive, courteous and efficient manner. Follow up to ensure guest satisfaction
- Ensuring proper documentation of incidents, accidents and or other events that take place on property
- Carry a cell phone and radio
- Review and update Front Office communication boards and Manager’s activity log
- Be familiar with all corporate sponsored programs
- Valid Driver’s License
- Help to develop and implement strategies for front office, bell staff, parking, housekeeping, van service, etc. that support achievement of the hotel’s goals as it relates to enhancing our SALT scores ( Guest service scores)
Assistant Guest Services Manager
08/2013
-
02/2016
Boston, MA
- Maintain the proper image and generate positive public relations with Sprint Center guests
- Recruit, interview, select, and train Guest Services staff according to established guidelines
- Conduct planning, staff, and operational meetings as required, ensuring smooth coordination of Guest Services activities
- Counsel and discipline Guest Services personnel as needed
- Meet with Event Managers and clients to assist planning events at Sprint Center. Collaborate with Security department to establish event staffing needs
- Schedule first aid services; Help establish and maintain first aid policies and procedures
- Considerable knowledge of computer systems for registration, reservations, and back up systems
- Understand guest’s service needs
- Ensure staff greet and welcome all guests approaching the front desk in accordance with Wyndham SOP’s
Area Guest Services Manager
12/2009
-
06/2013
Phoenix, AZ
- Respond to guest’s special requests, needs, problems, issues and concerns and accommodate groups to ensure optimal levels of guest satisfaction and repeat business
- Communicate verbally and in writing with staff members and guests when answering the phone lines, giving information, registering guests, and answering questions
- Able to perform and work effectively under pressure with a calm demeanor
- Able to read and understand documents such as registration cards, guest confirmation, computer printouts, memos and vouchers, guest folios
- Able to do math calculations of room charges
- Able to process payments for departing guests
- Able to operate machinery such as computers, printers, photocopy and fax machines, credit card imprinters
- Able to work flexible hours including potential time beyond normal shift hours when necessary
- Possess a positive, service-oriented attitude
Education
American Sports University
2003 - 2008
Bachelor's Degree in Sports Management
Professional Skills
- Recognize and demonstrate good communication and listening skills with clients, customers, and team members
- Excellent communication (verbal and written) and problem solving skills
- Excellent communication skills both verbal and written. Ability to actively listen or the ability to pivot unhelpful conversations to more productive ground
- Is a self-motivated and enthusiastic guest service “rock star” with excellent communication skills
- Excellent communication skills in English and Spanish (read, speak, write)
- Basic Computer Skills – Using basic computer hardware and software (e.g., personal computers, word processing software, Internet browsers, etc.)
- Effectively plan, set priorities, and manage several projects simultaneously while working under pressure to meet deadlines
How to write Guest Services Manager Resume
Guest Services Manager role is responsible for languages, computer, english, training, retail, finance, credit, refining, printing, purchasing.
To write great resume for guest services manager job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Guest Services Manager Resume
The section contact information is important in your guest services 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 Services Manager Resume
The section work experience is an essential part of your guest services 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 services 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 services manager position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Guest Services Manager resume experience can include:
- Strong computer skills with working knowledge of Microsoft Office, as well as Opera, Royal Service Manager, IConcierge (or equivalent)
- Good customer service and communication skills required
- Remain calm and alert especially during heavy hotel activity involving working rapidly and effectively under time pressure for 8 consecutive hours
- Contribute to and support the hospitality programs and training seminars to ensure their success. Continue to practice skills taught
- Experience driving vehicles, valid driver’s license, ability to drive a manual transmission
- Exceptional interpersonal and guest relation skills
Education on a Guest Services Manager Resume
Make sure to make education a priority on your guest services 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 services 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 Services Manager Resume
When listing skills on your guest services 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 services manager skills:
- Associate demonstrates effective FINANCIAL MANAGEMENT skills
- Strong computer literacy and excellent writing and grammar skills with a high attention to detail and quality
- Excellent problem-solving and multitasking skills and the ability to work flexible hours
- Good written, verbal, and computer skills. Comprehensive knowledge of ticketing system
- Strong computer skills (MS Office, Excel, Access)
- Excellent communication skills in English & other languages (verbal and written)
List of Typical Experience For a Guest Services Manager Resume
1
Experience For Assistant Guest Services Manager Resume
- Communicate all significant incidents/injuries in clear English language, utilizing excellent business writing skills
- Basic computer skills, business operations, Snowsports and recreation business operations
- Associate effectively MANAGES PEOPLE
- Planning and organizing staffing, equipment’s and other needs prior to events
- Developing close and effective working relationships with all supporting departments
- Liaise with Housekeeping and Engineering to provide an overall comfortable guest experience
- Have a Washington State driver’s license with a driving record in good standing
- Operate company vehicles for running necessary errands or transporting owners and guests
- Experience in an arena environment working sporting events, concerts, game management and production
2
Experience For Franchised Guest Services Manager Resume
- Conduct pre-shift meetings, reviewing prior and current day events
- Effective communications with all hotels departments, with a specific focus on relationships with the Front Office, Housekeeping and Grounds teams
- Experience in Hospitality Industry or Sales and Marketing
- Grasp, carry, and operate hand held communications device weighing 5 lbs. for up to 8 consecutive hours
- Recognize the importance of effective leadership in meeting targets
- Previous Leadership experience within Front Office or Guest Services areas required
- Valid Canadian driver's license is required
3
Experience For Area Guest Services Manager Resume
- Previous experience with Windows, Office, and property management systems
- Preview daily business levels, anticipate critical situation and plan effective solutions to best expedite these solutions
- Experience in Guest Services and/or Concierge an asset
- Excellent problem solver and decision maker
- Strong leader who is able to direct colleagues to ensure objectives are achieved
- Provide upscale guest service experiences for clients throughout their stay and establish friendly relationships with regular hotel clients
- Monitor daily bookings and ensure assigned rooms are prepared prior to check-in
- Three to five years of experience as a Guest Service or Front Desk Supervisor or Assistant Manager, preferably in a 4-5 diamond/star style hotel
4
Experience For Lifespa Guest Services Manager Resume
- Maintain positive relationship with F&B partners and ensure guest experience is flawless in outlets
- Has 2-3 experience with the same role in a 5 International Hotel
- Duty Manager experience is an advantage
- Lead the team to excellent results on targeted KPI’s including Parking/Valet Revenue, Labor management, EES, TrustYou, LQA, Forbes
- Ensure all materials used are relevant, highest quality and deliver on bespoke experiences
- Reporting to the Director of Rooms, responsibilities and essential job functions include (but not limited to) the following
- Scheduling and payroll supervision for all Guest Services staff
- Working knowledge of relevant software (Property Manager, Outlook, Word, Excel)
5
Experience For AC Hotel Guest Services Manager Resume
- Responding to all guests’ requests and needs in a courteous and efficient manner
- Ensuring Concierge and Bell staff supports our guests in an attentive, friendly, efficient and courteous manner
- Working knowledge of CVPS, HotSos, Opera
- Working extended hours, including evenings and weekends are required
- Remaining current on attractions, activities, cultural events, dining options in the lower mainland
6
Experience For Night Guest Services Manager Resume
- Ensuring that all Health & Safety standards are met, procedures followed, and that employees have the correct knowledge and tools to work safely
- Activities involve lifting and or moving heavy objects, walking/standing for long periods and working in undesirable conditions. (See abilities)
- Inspections required, but not limited to, bending, stooping, reaching, climbing and kneeling
- Provides backup services to employees in all areas of responsibility including bookkeeping, Guest Services, Cashiering, bagging, and pushing carts
- Travel (e.g. walking, taking a shuttle, etc.) from building to building regularly
- Handle lost and found by taking relevant messages and completing Lost and Found form and directing to proper department
- Answer inquires pertaining to hotel services, shopping, dining, entertainment, and travel directions
7
Experience For Franchised Assistant Guest Services Manager Resume
- Maintain proper staffing levels by hiring staff and training all new associates
- Responsible for training and development Review and implement training plans to assist with enhancing service levels
- Communicate with incoming shift by logging pertinent information in the front office log
- Oversee all day to day operations for resort transportation needs including valet, detailing, and driver commitments
- Maintain all department vehicles including maintenance, licensing, and cleanliness
- Responsible for researching and understanding specific logistical information for all transportation runs
- Engage with customers regarding their feedback; establishing monthly reports and review patterns to identify areas of future focus and strategies
- Make daily decisions regarding operations, payroll and budgeting issues
- Resolve guest issues, including but not limited to theft, injuries, ticketing, etc
8
Experience For Guest Services Manager OE Resume
- Work closely with the Finance department to ensure all necessary requirements for rolling date and reporting are satisfied
- Be very familiar with all hotel computer systems for training maintenance and troubleshooting as needed
- Responsible for ensuring that supplies are ordered, point of sale system/machines are maintained, tills are balanced, safety and cleaning of front end area
- Promote high morale and productivity levels through staff planning, training and development, and performance management
- Handle any guests’ complaints according to Jumeirah complaint handling standards and take necessary measures to prevent guest dissatisfaction
- Involvement in hotel task forces and committees, including leading the Concierge Taskforce
- Stand and walk for long periods of time including maneuvering up and down stairs
- Keep housekeeping informed of any special requests (per Hot Sheet), late checkouts, and special need areas in the hotel
9
Experience For Senior Guest Services Manager Resume
- Answers transfers, recalls, and all incoming calls in a timely and friendly manner
- Assist guests in obtaining information. Call airlines, rent-a-car, companies, etc
- Scheduled daily group activities, names and location of meeting/banquet rooms
- Monitor hotel staff in all departments to ensure that all procedures are being adhered to as established by management
- Color vision is critical in determining nature of alarm(s)
10
Experience For Guest Services Manager Resume
- Responsible for training and development
- Manage and/or assist with managing “Keiki Program”
- Assist the Front Office leadership team in the managing of the day to day functions and the supervision of our Associates
- Organize pricing structure and reservation process for members, resort, and hotel guests
- Oversee check-in and check-out procedures, including reservations and financial transactions
- Manage guest relations team to ensure we comply with all standards and operating procedures
- Contacts upcoming VIP guests to ensure requests are recorded and prepared for. Personally greets and escorts all VIP guests to their rooms
List of Typical Skills For a Guest Services Manager Resume
1
Skills For Assistant Guest Services Manager Resume
- Exceptional people management skills, maintaining a positive approach, able to handle conflict and confrontation
- Prior hospitality and guest service experience
- Language Skills such as Arabic, German or Russian would be of advantage
- Demonstrated successful leadership experience within a customer service industry required
- Providing all guests with quality service prior to and throughout their stay, while maximizing room revenue and occupancy
- Lead and ensure effective running of the Front Office operations, including managing the operational team whilst overseeing third party vendors
- One to three years of experience working in a performing arts venue in a customer service capacity
- Able to successfully operate in a Union environment by complying to the Union Contract
- Experience working in luxury hotels is advantageous
2
Skills For Franchised Guest Services Manager Resume
- Experience and thorough understanding of guest services and how it integrates with other areas of resort
- Experience managing a large department as well as other manager level talent
- Public Services and/or Customers Service experience. People centric focus with the ability to adapt to changing situations
- One to two years related experience and/or training in the hospitality field
- Lead the Guest Services/Valet team to excellent results on targeted KPI’s (Parking revenue, Valet Revenue, Labour Management, CES, JDP, LQA)
3
Skills For Area Guest Services Manager Resume
- Identify patterns and opportunities in refining service/process’ and implement those strategies for enhanced experiences
- Demonstrate BrandHearted behaviors by maintaining compliance with all brand standards, behaviors, hallmarks and license agreement mandates
- Two to three years of hospitality management experience
- Oversee and implement Hotel Guest Experience initiatives and ideas
- Ensures proper communication with the guest prior to their arrival and after their departure
4
Skills For Lifespa Guest Services Manager Resume
- Communicates with other operational departments to ensure unique experiences for our guests
- Experience in the Hospitality industries
- Demonstrate an active commitment to diversity and inclusion
- Inspects all VIP suite and villa prior to arrival
- To check the rooms of top VIP guests prior to their arrival at the hotel
- To ensure preparation of welcome letters for all VIP arrivals and placed in the rooms together with the amenities prior to their arrival
- To ensure that allocated rooms/suites, room keys and registration documents are ready for VIP guests prior to their arrival at the hotel
- Experience in the guest services, front desk, or related professional area
5
Skills For AC Hotel Guest Services Manager Resume
- Hospitality experience required
- Interviewing and hiring, disciplinary action, coaching, counselling
- Motivating, coaching, and training all Guest Services personnel
- Lifting and carrying up to 40 lbs
- Managing team rota’s, holiday, sickness and training
- Having a comprehensive knowledge of the property, including all departments, services and outlets
6
Skills For Night Guest Services Manager Resume
- Meeting and greeting VIP guests on arrival
- Understanding of Cost Controlling
- Discounting parking options
- Outstanding concern for quality, hospitality and guest satisfaction
- Liaising with other service line manager’s and the wider facilities management team
- Actively participates in all facets of employee development including: recruitment, interviewing, training, developing & promoting outstanding people
- Frequent walking, including walking stairs
7
Skills For Franchised Assistant Guest Services Manager Resume
- Handle guest concerns in relations to the areas and react quickly, logging, following up and bringing to full resolution
- Responsible for forecasting, scheduling, payroll, purchasing and recruitment for department
- Provide mentoring, coaching and regular feedback to help manage conflicts and improve Guest Services Team performance and engagement
- Establish performance and development goals for team members and provide mentoring, coaching and regular feedback to enhance performance
- Responsible for Guest Services Team training and rostering
- 70-80% Resident/Family Engaging and Facing
- Ensure the smooth running of the Front Office department during a shift
- Assist the Executive Assistant Manager - Rooms in training staff according to the Sheraton standards
- Schedule employees using staffing parameters that account for guest volumes and demand patterns
8
Skills For Guest Services Manager OE Resume
- Manage the budget for Guest Services Team including staff training/professional development and payroll, supplies, guest giveaways, hospitality, etc
- Coordinate work schedules and conduct routine meetings for evaluation and on-going training
- To attend the weekly banqueting meeting
- The ability to maintain Motor Lobby and Lobby in clean and tidy condition with coordination with Engineering and Housekeeping
- Assist the FOM in maintaining the operational costs and achieving maximum sales and profitability in Front Office
- Assist in preparation of the annual departmental operating budget
- Monitor budgeted expenses with a focus on increasing productivity
- Responsible for Front Office inventory, managing cost and usage
9
Skills For Senior Guest Services Manager Resume
- Assist in the hotel's revenue growth by leveraging on the company's systems & procedures
- Assist with third party vendor induction and support in managing the performance of third party vendors
- Develop, implement and monitor team member succession planning to ensure future bench strength for Holiday Inn Express brand
- Oversee any disciplinary or staffing related actions in accordance with company rules and policies
- Influence others in the decision making process
- Maintain stability, dependability and professionalism when faced with changing and difficult situations
- Able to work a flexible schedule, including rotative shifts, holidays, weekends and overnight shift
- Attend all hotel required meetings and training
- Assists in Administering Resident & Family Satisfaction surveys
10
Skills For Guest Services Manager Resume
- To research and create a framework to enhance the guest communication for the Chinese market in collaboration with the Marketing and PR Cluster
- Observes service behaviors of employees and providing feedback to individuals
- Understands and, if necessary, implements all emergency plans including accident, death, elevator, thefts, vicious crimes, bombs, fire, etc
- A go-getter and enjoys being with people from all walks of life
- Recruit, select, train, supervise and evaluate 30-40 staff including the summer Guest Services Team and year-round Durrell Info desk staff
List of Typical Responsibilities For a Guest Services Manager Resume
1
Responsibilities For Assistant Guest Services Manager Resume
- Establishes and maintains Target Center’s reputation for exceptional guest services and reduces liabilities by hiring, onboarding, training, evaluating, and managing the performance of all guest services representatives/ushers and usher supervisors
- Establish and achieve financial goals by effectively qualifying prospective residents and verifying applications
- 3years’ experience in Marketing, Advertising or Communication business
- Responsible for effective scheduling processes and accurate payroll submissions
- Lead the Guest Services/Valet team to excellent results on targeted KPI’s including Parking/Valet Revenue, Labor management, EES, TrustYou, LQA, Forbes
- Putting initiatives in place to improve service by streamlining procedures and removing obstacles that hinder service delivery
2
Responsibilities For Franchised Guest Services Manager Resume
- Working knowledge of Front Office & Reservations helpful
- Actively seeking feedback from employees and guests, following-up and taking action to outcomes
- Meet with other arena staff, building users, and tenants to communicate needs and plan according to event needs
- Analyze space utilization patterns, produce statistical reports as required for tracking meeting space needs amongst internal and external clients
- Comprehensive knowledge of ticketing system
- Assist the Guest Services Manager in leading the Guest Services department and ensure all service standards are followed
- Handle guest concerns and react quickly, logging and notify proper departments as required
3
Responsibilities For Area Guest Services Manager Resume
- To maintain a friendly, smiling, neat and pleasant image to all in-house guests
- To be totally familiar with room type, lay out, amenities, rate structure, outlets (Operating hours, menu, prices) facilities and services offered in the hotel
- Coordinates arrivals, departures, and group activities with Sales and Catering Department
- Provide backup to Employee Service Representative (if applicable) in iCIMS, GOT training, Orientation, etc
- Achieve budgeted revenues and efficient cost controls related to supplies and operating expenses
- Enhance and monitor environmental initiatives and recycling programs within the department, and adhere to hotel environmental policies
- Comply with all safety regulations, ensuring a clean and safe work environment with active participation in the hotel’s health and safety programs
- Supervises the management of debtors, group and individual guest invoicing and cash operations
4
Responsibilities For Lifespa Guest Services Manager Resume
- Assist the Manager in supervising the Premium Leisure Club
- Ensure smooth check-in of all arriving guests
- Ensure that all arriving guests are escorted to their respective rooms
- Assist Guest Services Executive with departures; coordinate with Housekeeping, Reception, and Concierge
- Partners with Event Manager and related departments to execute all events at Citizens Business Bank Arena
- Plan, coordinate, and supervise the activities of staff members
- Ensures our Fairmont President Club members’ reservations are in order and members’ expectations are met
- Promotes and enforces the hotel’s Health & Safety standards
5
Responsibilities For AC Hotel Guest Services Manager Resume
- Ensure entire front area is kept clean, organized and orderly
- Policies are in place and maintained to prevent damage and loss of guest’s belongings and hotel property. Responsible for regular maintenance of equipment including hotel vehicle(s) , golf clubs, bikes and bell carts
- Motivate, lead, coach and manage all aspects of team members’ performance toward achieving exceptional guest service and employee engagement results
- Liaise with our group contacts to ensure that all of our groups’ needs are well planned and achieved
- Manages the staff at the Guest Services, and Concierge departments
- Interviews, trains and schedules the staff
- Conducts Performance Evaluations and disciplines staff when needed
- Interviews, selects, trains, supervises, counsels and disciplines customer service staff to ensure maximum guest satisfaction
6
Responsibilities For Night Guest Services Manager Resume
- Exemplifies the Grand Living experience as the “Ultimate Concierge”; passionate about providing exceptional service and leading a team of service minded specialists
- Develop the Guest Services Lead to ensure all in-store events are executed seamlessly and that issue resolution happens in a timely manner to support the Grand Living experience for Guests
- Serving as a role model to the team
- Coach specialists on product knowledge and provide the tools necessary to service our Guests
- To lead and manage all aspects of the Guest ServicesFront Office department and ensure all service standards are followed
- Interview, hire, train, manage, schedule and terminate, if in the best interest of the company, all employees in the Front Office Manager’s area of responsibility
- Assisting the Front Office Manager and Assistant Front Office Manager in establishing and communicating the Company’s expectations and ensuring the consistency of service standards are rendered to guests
7
Responsibilities For Franchised Assistant Guest Services Manager Resume
- Responsible for ordering supplies, maintaining point of sale system/machines, balancing tills, safety and cleaning of front end area
- Provides backup services to employees in all areas of responsibility including Guest Services, Cashiering, bagging, and pushing carts
- Assist the Senior Guest Service Manager in supervising the front-end team to accomplish human resource objectives by selecting, training, assigning, scheduling, coaching, counseling and disciplining employees, communicating job expectations and appraising job contributions
- Ensure the front end meets goals including, but not limited to goals related to labor, RFG, MORE Rewards, CTO, key staff coverage, etc
- Responsible for daily/weekly bookkeeping activities
- Maintain a “Say Yes to the Guest” attitude and develops employees to do the same
- Provides backup to the Senior Guest Service Manager in his/her absence
- Energetic, motivated, multi-tasked and able to make sound decisions
- Resolve guest and associate concerns expeditiously in a manner beneficial to all involved
8
Responsibilities For Guest Services Manager OE Resume
- Able to direct staff and make adjustments as needed to maintain service standards
- Maintains a “Say Yes to the Guest” attitude and develops employees to do the same
- Acts as Loyalty Champ for the location
- Ensures that regular on-going communication is happening with employees to create awareness of business objectives and communicate expectations, recognizes performance, and produces desired results
- Intervenes in any guest/employee situation as needed to insure the integrity of the property is maintained, guest satisfaction is achieved, and employee well-being is preserved
- Participates in the hiring processes, offer training to the new employees and prepare the weekly employees schedules
9
Responsibilities For Senior Guest Services Manager Resume
- Comprehends budgets, operating statements and payroll progress reports as needed to assist in the financial management areas of department
- Oversee the recruitment, onboarding and development of leaders and colleagues for the department
- Hotel Management Diploma or equivalence
- Acknowledge in Microsoft Office
- Acknowledge in system OPERA and/or any hospitality software (asset)
- Assist in the preparation of the departmental operation budget
10
Responsibilities For Guest Services Manager Resume
- Maintain awareness of industry trends and enhancements to product/service offerings
- Actively contribute as a member of the hotel’s leadership team
- Plan, develop and implement special projects as required
- Lead and manage all aspects of the Butlers section and ensure all service standards are followed
- Takes part in, organises and supervises guest arrivals and departures with the front office team
- Supervises the standard of customer relations on a daily basis
- Be a part of the daily operation of Premium Leisure Club to ensure high standard of customer service and food and beverage service at all times
- Host and supervise the daily F&B operations of breakfast, afternoon tea and happy hour
- Ensure check-lists are carried out as required
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