Guest Services Supervisor Resume Sample
Eldora Jast
66430 Will Pines,
Houston,
TX
+1 (555) 369 9354
Work Experience
Guest Services Supervisor
12/2015
-
PRESENT
Los Angeles, CA
- %Direct and supervise customer service staff and other employees performing customer service as directed by the Guest Services Manager. Provide exceptional customer service by greeting and assisting customers and responding to customer inquiries and complaints
- On an ongoing basis lead and train staff to include assisting in staffing positions to ensure that all staff members are well-informed on event specific details. Assist with managing breaks
- Assist the Guest Services Manager to ensure compliance with all customer service and venue policies and procedures to include all safety regulations
- %Oversee productivity and work assignments of the customer service staff and communicate with the Guest Service Manager (or designated Manager) any challenges and status of all assignments prior to the conclusion of the shift
- Other tasks as assigned by the Guest Services Manager
- Manage the delivery and measurement of guest service within assigned department(s) consistent with the company’s core service standards and brand attributes
- Directly responsible for quantitative and qualitative performance by agent. Evaluate, coach and counsel employee performance on an on-going basis
Guest Services Supervisor Guest Services
08/2012
-
08/2015
Houston, TX
- Identify and analyze potential barriers to performance improvements
- Maintain daily scheduling and make appropriate changes to staff schedules based on business volumes
- Audit and correct mistakes and omissions in data entry and train for improved staff performance
- Create and organize departmental curriculum training material for new hires and current employees, including improvement/refresher training and memos, and communicate and relay information to all employees on varying shifts
- Interact closely with varying departments to ensure the most appropriate use of resources
- Utilize provided observations and data in order to improve process, product or service offerings
- Deliver exemplary customer service to maintain customer loyalty
- Train and manage a team of 30 guest services employees
Centralized Guest Services Supervisor
09/2009
-
03/2012
Chicago, IL
- Adapt to customer needs ensuring they are understood and appropriate action is taken to meet and exceed their expectations. Solicit sales of new or additional services or products
- Manage guest services employees while they sell on site ticket upgrades, premier parking, lawn chairs, and other guest experiences
- Assist guests with questions or problems while they are at the venue
- Assist guest with any questions or needs
- Understand guest’s service needs
- Sitting: 0-1 Hr/Day; Walking: 6-8 Hr/Day; Standing: 6-8 Hr/Day
- Bending/Reaching: 4-6 Hr/Day; Pushing/Pulling: 4-6 Hr/Day
- Physical effort: Does not lift weight over 50lbs
- Visual Effort: Medium
Education
Belhaven University
2005 - 2009
School's Degree in Business Administration
Professional Skills
- Responsible for hiring, training and evaluating employees for the Theatre. Conducts Orientation and Training programs for Hosting Staff and cashiers as required
- Excellent public speaking, teaching and/or presentation skills
- Strong computer skills, especially in Word, Excel and Property Management system
- Demonstrate team building experience
- Four (4) years supervisory call center or hotel experience or an equivalent combination of education, training and experience
- Prior hospitality experience required
- Ensuring daily check lists are completed and signed off prior to submitting to the Guest Communication Manager
How to write Guest Services Supervisor Resume
Guest Services Supervisor role is responsible for software, credit, training, database, recruiting, security, compensation, shipping, payroll, modeling.
To write great resume for guest services supervisor job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Guest Services Supervisor Resume
The section contact information is important in your guest services supervisor 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 Supervisor Resume
The section work experience is an essential part of your guest services supervisor 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 supervisor 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 supervisor position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Guest Services Supervisor resume experience can include:
- Possess exceptional communication and interpersonal skills and delight in delivering our guests a memorable experience
- Effectively manage time to ensure all event related tasks are completed prior to the conclusion of each shift
- Handle guest concerns promptly and effectively
- Possess the skills and knowledge to supervise and support other employees, as required, to maintain efficient service
- Effectively communicate escalated Team Member issues to Guest Services Management
- Position requires professional written and verbal communication skills
Education on a Guest Services Supervisor Resume
Make sure to make education a priority on your guest services supervisor 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 supervisor 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 Supervisor Resume
When listing skills on your guest services supervisor 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 supervisor skills:
- Demonstrated ability to work under pressure, excellent customer service skills, possesses good written and oral communication skills
- Effective conflict resolution: demonstrate effective customer service skills for interaction with customers, tenants and co-workers
- Strong leadership skills and experience with the ability to inspire, influence and lead a team
- Excellent supervisory, interpersonal and comunication skills
- Superior decision-making and problem-solving skills
- Proven ability to maintain confidentiality and good judgment in dealing with patients and staff
List of Typical Experience For a Guest Services Supervisor Resume
1
Experience For Open Guest Services Supervisor Resume
- Familiarity with Press Ganey and the ability to effectively run reports and analyze data
- Excellent time management and ability to prioritize and to meet deadlines
- Previous leadership experience in Guest Services is an asset
- Complete all one week prior to arrival e-mails
- Meet with Manager to review daily assignments and priorities
- Develop and maintain strong relationships with all resort departments through communication and regular face to face interaction
- At least two-three years related working experience in luxury hotels
- Experience in a supervisory role
- Uphold the team standard to ensure effective delivery of superior customer service to internal and external customers
2
Experience For Guest Services Supervisor Guest Services Resume
- Experience as a Guest Service agent
- Previous Guest Services Experience
- Previous Dubai and concierge Experience
- Front office experience required
- Computer experience (OPERA, Word, Excel
- Supervisory experience (healthcare or non-healthcare)
- Proven knowledge of HIPAA laws regulations, and UCSD Privacy Practices
- Six months experience in the hospitality field required
3
Experience For Guest Services, Supervisor Resume
- Experience in Resort/Hospitality industry
- Excellent, professional customer service
- VOICE experience required
- Hotel, vacation rentals, or hospitality service experience
- Driving #OWNIT & Service Excellence Culture to achieve 100% Problem Free Stays – before guests depart
- Position requires constant walking, climbing stairs, lifting and carrying 50 lbs.+
- Responsible for coordinating, scheduling and staffing of the Guest Services team, and to work in Gifting, Kitchen and Front Desk roles as needed
- Assists in the answering of daily phone calls and following up on guest requests
- Coordinate Guest Services Representatives in the greeting of arriving guests
4
Experience For Guest Services Supervisor Seasonal Resume
- Provide timely and appropriate coaching to Team Members on performance, both positive and corrective, using the “Situation, Impact and Alternative” guidelines
- Assist guest to ensure expectations are exceeded when fielding phone calls
- Answers all incoming resort phone calls, in a friendly upbeat tone
- Forwards incoming faxes to designated departments
- Maintains a resolution log for the resort and follows-up with managers on pending issues
- Attend all appropriate meetings to stay on top of any new projects, policies or procedures occurring on the resort
- Create and assemble welcome/arrival packets for guests – ensuring complete accuracy with the welcome packets
- Interact daily with guests and homeowner – both in person and over the phone- while maintaining a professional demeanor
- Assist with covering other departments if needed. IE – Reservations or Operations
5
Experience For Centralized Guest Services Supervisor Resume
- Able to work in all weather conditions including snow and sunshine
- Have a clear understanding of Kid’s Camp activities and be able to coordinate events with staff
- Follow up on credit opportunities during each shift
- Monitor and update Guest Services Medallia Tracking Board
- Front Drive Management Support during busy times
- Assist scheduling in Kronos, edits to payroll, completes gratuity spreadsheet for portage gratuities
6
Experience For Guest Services Supervisor Resume
- Work with Legal Department to maintain GIA standards for all visitors attending a GemKids program
- Manage communication and scheduling
- Schedule coverage for Corporate Receptionist during daily breaks and sick and vacation time
- Serve as back-up to the GIA headquarters’ receptionist during vacations, breaks and lunches
- Interview candidates for guest services positions; make hiring recommendations to Management
7
Experience For Open Guest Services Supervisor Resume
- Complete weekly detailed schedule to ensure appropriate staffing at both locations
- Provides supervisors with important observations culled from many customer interactions, offering suggestions to improve process, product or service offerings
- O Consistently offers professional, engaging and friendly service
- Track and maintain housekeeping/maintenance reports on a daily basis
- Promote ENCORE|LA by becoming an ENCORE|LA advocate and champion for its core principles and values
8
Experience For Guest Services Supervisor Guest Services Resume
- Promote department specific safety trainings, including monthly Injury Illness Prevention Program (IIPP) trainings
- Complete biennial Human Resources Harassment training
- Professional and outgoing demeanor
- Prepares and monitors employee schedules for all Hosting staff to ensure all positions are staffed as required
- Conduct quarterly health and safety, operations, marketing and Food Service inspections
- Able to work any day of the week including weekends and Holidays
9
Experience For Guest Services, Supervisor Resume
- Become familiar with product information understanding features and benefits of your product especially in The Home Store
- Commitment to building customer relationships and loyalty through maintenance of a client file
- We are specifically looking for people who have
- Great eye for detail and constantly thriving for impeccable standards
- Professional business writing
10
Experience For Guest Services Supervisor Seasonal Resume
- Complete all two week pre-arrival emails
- Arrange amenities and cards for VIP and special occasion guests
- Access all functions of computer system to include HotSos, OPERA and Zingle
- Greets and welcomes guests
- Provides general resort information to guests and Team Members
- Receives and sends guests faxes
- Organize and supervise all mail room functions
- Assists the Front Desk and Resort Ambassadors as necessary
- Champion the use of GoConcierge to organize and track all guest related tasks and commitments
List of Typical Skills For a Guest Services Supervisor Resume
1
Skills For Open Guest Services Supervisor Resume
- Ensures robust Arrival Experience and Departure Experience plans are in place to drive strong Guest Experience scores
- Driving experience required
- Embracing Rosewood standards to ensure a consistent guest experience delivered by all guest service agents
- Provide excellent training for new and existing team members
- Experience in scheduling and Union Contract understanding
2
Skills For Guest Services Supervisor Guest Services Resume
- Establish and maintain strong working relationships with Georgia Center employees and guests
- Demonstrated ability in developing productive relationships with internal & external stakeholders
- Five (5) years Healthcare customer or patient-facing experience
- 24 months experience in a golfing environment
- Recognize trends of failure and constantly look at streamlining our process to positively impact guest experience
- Experience working in a hospitality environment
- Provide a positive and effective learning environment for GIA GemKids classes to 4th grade students
- Lead and provide guidance to the team of guest services professionals to enhance the shopping experience for shoppers
3
Skills For Guest Services, Supervisor Resume
- Proven performance record in leading a department which achieved very high guest service, colleague satisfaction, and financial results
- Oversees department orientation and training to assure the skill level and knowledge of all staff assigned
- Be a good role model for fellow members of the department
- Valid Driver's License to drive university vehicles
- Create a strong, responsive team
4
Skills For Guest Services Supervisor Seasonal Resume
- Regularly provide personal recognition to individuals who deliver superior performance to reinforce standards of excellent work
- Previous hotel or related experience
- Three years’ experience in a customer service role
- Previous supervisor or leadership experience
- Experience in a customer or guest service role
- Organizes and prioritizes work schedules of front desk team to ensure adequate coverage is available at all times
- All employees are required to fully comply with Omni rules and regulations for the safe and effective operation of the hotel’s facilities
- Three (3) or more years of relevant experience, which includes leadership in a customer or patient-centric enviroment
5
Skills For Centralized Guest Services Supervisor Resume
- An effective trainer
- Working with golf professionals on scheduling, hiring, terminating and disciplining guest services staff
- Ensuring the highest standard of all guest service associates, striving to go extra mile by being Intuitive, Refined and Engaging
- Fostering a warm and caring service culture while maintaining our Fairmont culture
- Bring golf cars to staging area and ensure they're equipped with the necessary items
- Driving new ideas to generate incremental revenue and manage existing expenses
- Holding regular meetings with other departmental leaders to insure best practices are being used to complete tasks efficiently
- Training and supervising wendi personnel
6
Skills For Guest Services Supervisor Resume
- Performing courtesy call backs to guests inquiring into their stay and room appearance
- Sitting for extended periods of time, typing continually
- Sitting OR standing for long periods of time
- Overseeing conduction of inventories of guest supplies and Concierge supplies and order as needed
- Building a team environment
- Managing the guest services staff
7
Skills For Open Guest Services Supervisor Resume
- Walking (Orientation tours and guest escorts)
- During a fire, or emergencies related to death, robbery, bomb threat, etc. apply the Hotel’s emergency procedure as laid down by the management
- Providing training, retraining, counseling and disciplinary action, as appropriate. Report issues to Director of Marketing and Business Development
- Frequent standing and walking throughout shift, occasional kneeling, pushing, lifting and pulling up to 75 pound
- Assist in maintaining continued training for Front Desk staff. Assist in coaching, counseling, and developing of Front
- Assist Front Desk with answering of telephones, registering of arriving guests and processing of departing guests
- Assist with creating and confirming owner/guest of owner bookings- including online bookings
8
Skills For Guest Services Supervisor Guest Services Resume
- Prepares all Hosting Staff speeches by updating them as required for all new film releases or special events
- Serves as immediate assistance to the Front Office Manager in achieving and driving guest satisfaction goals
- Assists the Assistant General Manager by handling special requests, group blocking and unusual circumstances
- Dedicated to exceeding service standards and providing services of the highest caliber
- Computer literate including calendaring software and internet search browsers
9
Skills For Guest Services, Supervisor Resume
- The ability to maintain Porte-Cochere, West Bank Lobby and Hotel Lobby in clean and tidy condition with coordination of Engineering and Housekeeping
- Assist the Director of Rooms Division in implementing and enforcing policies and procedures of the front desk
- Maintain all direct bill accounts, vouchering of all bills, and completion of any required paperwork while backing up front desk as needed
- Assist with preparing departmental schedules ensuring that they reflect our service commitments, our colleague needs and our productivity commitments
- Conduct daily shift briefings ensuring that our colleagues are well informed and prepared to deliver outstanding service
- Assist in arranging guests’ transportation needs and ensure appropriate recording of transportation revenue and expenses
10
Skills For Guest Services Supervisor Seasonal Resume
- Ensures the overall upkeep of the clubhouse, cart storage area and parking lot. Shares responsibility of cleaning golf shop, restrooms, and patio area
- Assists players by changing golf spikes and cleaning golf clubs
- Oversees parking program management at the center to ensure highest level of customer service is being executed (Valet)
- Assist with promoting GemKids brand through marketing meetings, promotional materials discussions and representation in the field
- Troubleshoots recurring challenges preventing the quick completion of guest and Team Member requests
- Lead by example in taking ownership of guest and Team Member requests and following up to insure completion
- Communicate well both verbally and written. Reading and counting is essential
- Efficiently answering phone calls by using Rosewood correct telephone etiquette at all times
- Ensure the satisfaction of all guests by implementing and maintaining proper Guest/Owner relation programs
List of Typical Responsibilities For a Guest Services Supervisor Resume
1
Responsibilities For Open Guest Services Supervisor Resume
- Ensure all needs and concerns of staff members are being met, and provide any needed
- To check that glitch follow ups are happening and done in a timely fashion
- To coordinate with the Banqueting Manager the events logistical needs that are linked with the Guest Services Department
- To escort as many possible V.I.P., SA guests during her/his shift, and the ability to coordinate and welcome all curbside guests
- To designate proper coverage when she/he is not working
- The ability to coordinate the cooperation between all Guest Service staff handling guest cars, luggage, etc
- Ensure that Four Seasons standards are carried out through all 3rd party vendors such as: USA Parking, Worldwide Transportation, etc…
- Assist the Programs Department in the monitoring of guest sign up boards
- Posts charges such as room, parking, food, liquor or telephone to ensure collection of revenue
2
Responsibilities For Guest Services Supervisor Guest Services Resume
- Leads and participates in the training of new hires, audits, and performs annual competency reviews
- Develops and Implements policies and procedures for the Gifting, Kitchen and Front Desk Guest Services Team
- Responsible for replenishing inventory of sales collateral for owner kits and QAM packets
- Ensures that exceptional customer service standards are practiced by the Guest Services staff while they interact with all guests visiting or on tour
- Responsible for Gifting Premium Inventory management and petty cash
- Responsible for mail and shipping procedures within the sales office
- Responsible for ensuring the proper execution of the daily sales staff rotation
- Ensure the maximization of room revenue through Rooms Merchandising.Answer all guest inquiries in a timely and professional nature
- Liaison between the Sales Department and Front Desk for group and event billing
3
Responsibilities For Guest Services, Supervisor Resume
- Coordinates the main arrival process including our Bell and Valet Department
- Have a consistent presence on the main arrival area and support our colleagues with their tasks ensuring all guests are looked after
- Ensure that our colleagues’ appearance is always reflective of our grooming standards and that they are always in a clean and proper uniform
- Actively support all recycling initiatives
- Maintain cleanliness & general appearance of our main arrival area, storage and parking lot
- Supervise the Guest Services team while ensuring all service standards are followed
4
Responsibilities For Guest Services Supervisor Seasonal Resume
- Maintain and follow all operating and quality standards established for Guest Services
- Maintain and follow procedures for credit control and handling of financial transactions
- Check guests in and out of the hotel according to hotel and/or brand standards
- Notify Front Office Manager or Assistant Front Office Manager of any problems or situations involving guests, the hotel and/or staff
- Access all areas of the facility and travel off property when representing MGM Resorts International
- Implementation and adoption of new policies and procedures and training
- Responsible for staffing schedules and Workday approvals
- Counsel Guest Services staff and docents and assist in providing performance feedback
5
Responsibilities For Centralized Guest Services Supervisor Resume
- Oversee special projects for the Guest Services Department including but not limited to
- Maintains oversight of iTendent work ticket system and runs monthly reports to determine efficiency levels of responding Team Members
- Flexible including AM/PM Shifts, Weekends, and Holidays
- Other tasks as assigned by the Guest Services Manager
- Assist in providing the basics of service tasks such as covering elevators shifts, providing wheelchair escorts, monitoring an aisle, taking tickets, directing guests, and tending to any and all guests’ needs
- Responsible for day to day organization of guest inquires, information availability, door and bell team’s structure, and overall guest satisfaction at the point of entry/departure as well as throughout the stay
6
Responsibilities For Guest Services Supervisor Resume
- Coach and Train Front desk Agents. Assist Front Office Manager with disciplinary actions; including write ups. Hold Agents to Wyndham Count On Me standards. ( 10% time)
- Support audit standards: Ensure compliance with Internal Audit, Quality Assurance and Loss Prevention; maintain Regional & Departmental Operating procedures to improve guest satisfaction and quality service scores. (5% time)
- Is accountable for being a highly visible individual in the lobby that well represents the Executive Management
- To be involved in handling guests complaints
- Makes sure that all her/his subordinates comply with their respective core standards & culture standards
- To greet current glitch guests upon departure
- To coordinate with the Conference Service Management the groups logistical needs that are linked with the Guest Services Department
- To adjust her/his own schedule in order to maximize her/his visibility when most needed
- The ability to schedule all Guest Service staff to ensure maximum guest satisfaction within budgeted guidelines
7
Responsibilities For Open Guest Services Supervisor Resume
- The ability to complete all payroll records required and prepare labor forecast
- The ability to handle guest complaints or problems relating to Guest Service with professionalism and maturity, keeping the ADOR/FOM well informed as to problems and actions taken
- The ability to create action plans to rectify reoccurring Guest Services glitches, including the ability to put in places a training program for rectification and retraining of the Guest Service team when needed
- Coordination of management lobby presence during peak arrival and departures of groups and events
- Assist in providing the basics of service tasks such as covering elevator shifts, providing wheelchair escorts, monitoring an aisle, taking tickets, directing guests, and tending to all guests’ needs
- Attend daily Managers Meeting and Pre-Cons
8
Responsibilities For Guest Services Supervisor Guest Services Resume
- Act as MOD in the absence of a manager
- Prepare Sonesta Daily Flash and oversee VIP arrivals
- Act as Lobby Ambassador
- Assist Front Desk, PBX and Bell Staff at busy times
- Track and follow up on in -house guest challenges
- Resolve guest related issues
- Liaison with other departments to ensure guest satisfaction
- Assist with post stay guest follow up
9
Responsibilities For Guest Services, Supervisor Resume
- Monitor and Coordinate Virtual concierge requests
- Provide site tours of the hotel
- Supervise staff to ensure staff follow policies and procedures
- Recognize and promote the Employee Recognition Program
- Coordinates team member selection, training, schedule, and development of Guest Services Coordinators and ensures all team members comply with appropriate policies and procedures
- Creates training materials and instruction manuals using different audio/video devices
10
Responsibilities For Guest Services Supervisor Seasonal Resume
- Provide ongoing training and support to Front Desk Agents, Bellstaff, Gate Attendants, PBX Operators and Rooms Controllers
- Manage the resort inventory to attain the highest yield per resort objectives. Provide training to all Front Desk
- Monitors contacts to observe employee tone, technical accuracy and following correct procedures
- Register guests into the computer, verifying reservation, address, and credit information
- Responsible for training and direction of new department Team Members
- Ensures guests and residents receive the highest levels of service consistent with Sun’s customer service philosophy
- Collects and posts resident security deposits, processing fees, rent, inspection, application or other miscellaneous fees while ensuring to adhere to cash handling policies; records in the proper accounts and issues receipts
- Maintain a daily log of all guests’ opportunities with corrective action steps. Follow up on any unresolved situations in a timely manner and pass on appropriate information to other Manager/Supervisors for handling
- Prepare daily reports as directed by Front Office Manager
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