988ab62e-abe9-4e03-89f4-bab917e30298

Andrew Smith

Professional Summary

Personable, dependable, honest leader offering 10 years of success as a guest service agent. Equipped with 3+ years of experience in the areas of sales, marketing, business operations and development.  Eager to advance my career and obtain a sales director position within a reputable, growth-oriented company.

Employment history

Guest Relations Manager, Ferry Inc. Lake Barbra, New Mexico
Jul. 2018 – Aug. 2018
  • Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints.
  • Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
  • Check to ensure that appropriate changes were made to resolve customers’ problems.
  • Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.

Exucutive Floor Supervisor, Hodkiewicz-Kemmer. Martineport, Maryland
Mar. 2013 – Apr. 2014
  • Greet, register, and assign rooms to guests of hotels Club Floor
  • Contact housekeeping or maintenance staff when guests report problems.
  • Compute bills, collect payments, and make change for guests.
  • Record guest comments or complaints, referring customers to managers as necessary.
  • Prepare for basic food service, such as setting up continental breakfast or coffee and tea supplies.
  • Arrange tours, taxis, or restaurant reservations for customers.

Guest Relation Officer, Anderson-King. New Kelly, Florida
Jun. 2012 – Sep. 2012
 
  • Express check-in and check-out 
  • Inspect guest rooms, public areas, and grounds for cleanliness and appearance.
  • Greet and register guests.
  • Prepare required paperwork pertaining to departmental functions.
  • Arrange telephone answering services, deliver mail and packages, or answer questions regarding locations for eating and entertainment.

Education

Western Kuphal Academy, North Numbers, Maine
MPI-Bell Diploma, General English, Jul. 2010

Corwin Institute, East Melitafort, South Dakota
High School Diploma, Hotel & Tourisme, Sep. 2007

Personal info


Phone:

(000) 000-0000

Email:

[email protected]

Address:

287 Custer Street, Hopewell, PA 00000

Skills

Microsoft Office








Dutch








English








Chinese








guest relations manager

  • Manage guest relations team (including Receptionists and Concierges) to ensure we comply with all standards and operating procedures
  • Appraise team’s performance and produce regular reports
  • Liaise with Housekeepers and Wait Staff to provide an overall comfortable guest experience
  • Examine daily duties, assign tasks and check on progress
  • Analyze customer feedback from hotel guestbook and online reviews and suggest ways to improve ratings
  • Recommend local tourist spots, including places to dine, shop and sight-see
  • Establish friendly relationships with regular hotel clients 

guest relations manager

  • Ensure special guests, like disabled people, elderly, children and VIPs, receive personalized services
  • Coordinate and manage communication between guests and staff and follow up to ensure we resolve customer concerns
  • Inform clients of our hotel services, including breakfast and dining options
  • Promote all hotel amenities, conveniences and programs offered

guest relations manager

  • Monitoring and increasing the revenue activity by boosting the brand of the hotel.
  • Providing unique guest service experiences for clients throughout their stay.
  • Coordinating and communicating front-office activities of the hotel on daily basis.
  • Constructing monthly reports for General Managers, engaging during meetings and introducing ideas for improvement.
  • Prioritising and minimising guests’ complaints by actively listening to their needs. 
  • Developing social media management extending the follower’s database via online marketing campaigns. 
  • Arranging private and group tours, organising transport, recommending and booking restaurant reservations for customers. 

guest relations manager

  • Create a personal hospitality experience for the guests.
  • Organize activities, gifts and freebies.
  • Maintain customer satisfaction and loyalty, thus increasing company income.
  • Solve problems and handle complaints.
  • Review cases due for compensation.  
  • Solicit sales of new or additional services. 
  • Maintain positive online reputation. 

guest relations manager

  • Provide upscale guest service experiences for clients throughout their stay
  • Ensure clients are properly greeted upon their arrival
  • Monitor daily bookings and ensure assigned rooms are prepared prior to check-in
  • Coordinate luggage collection and storage
  • Oversee check-in and check-out procedures, including reservations and financial transactions
  • Promptly address guests’ requests, like in-room dining
  • Actively listen to and resolve complaints

guest relations manager

  • Developing social media management and extending the follower’s database via online marketing campaigns. 
  • Arranging private and group tours, organizing the transport, booking restaurant reservations for customers. 
  • Organisation and supervision of the entertainment activities. 
  • Face-to-face, email and phone communication with clients, guests, tourists, members of the team. 
  • Developing and implementing internal and external policies and procedures for the operation of a department or establishment.
  • Organising and coordinating the work of staff and convention personnel for meetings to be held at a particular facility.

guest relations manager

  • Ensuring and providing flawless, upscale, professional and high-class guest service experiences.
  • Analyzing customer feedback and providing strategic directions to continuously improve overall ratings of the property·  
  • Responding to guests needs and anticipating their unstated ones.
  • Curbside check i-in