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1

guest services manager

  • Politely assisted customers in person and via telephone to improve guest relations in order to maintain the quality of the hotel.
  • Worked diligently with the Director of Rooms control in order to accommodate all guest requests in a timely manner.
  • Maintained and assisted with having a positive and efficient work relationship between all departments cohesively.
  • Investigated and resolved customer inquiries and complaints in a timely and empathetic manner.
  • Served as a liaison between front office operations and sales department to ensure incoming groups were properly taken care of.
2

guest services manager, front office manager

  • Hiring, schdulling, and traing guest services staff.
  • Attend daily, weekly meetings with all guest services staff. 
  • Implementation of traing for all new hires, uptrainig existing associates quarterly on all new policies and procedures of the company.
  • attend sales meeting  forecating occupancy up to 1 year in advance.
  • forecasting yearly budget.   
  • Attend Owner’s yearly meeting.
3

guest services manager(part of the gm express lane program)

  • Lead and ensure effective running of the Front Office operations, including managing the operational team whilst overseeing third party vendors.
  • 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.
  • Assist in the hotel’s revenue growth by leveraging on the company’s systems & procedures.
  • Provide mentoring, coaching and regular feedback to help manage conflicts and improve Guest Services Team performance and engagement.
  • Promote teamwork and quality service through daily communication and coordination and drive employee engagement.
4

guest services manager

  • Overall supervision of the Front Office, Guest Services, Club Lounge, Bell desk & Airport Attendants. 
  • Allocation and organization of flight crew allowances and flight delays. 
  • Coordinating VIP arrivals and special requests to designated personnel for follow up. 
  • Handle guest complaints by following service recovery procedures and ensuring guest satisfaction. 
  • Development of staff via reviews, coaching & mentoring. 
  • Staff scheduling and payroll administration. 
  • Knowledge of Emergency Procedures: Fire Alarms & Drills & First Aid. 
5

guest services manager

  • Establish performance and development goals for team members and provide mentoring, coaching and regular feedback to enhance performance.
  • Oversee any disciplinary or staffing related actions in accordance with company rules and policies.
  • Custodian of the guest satisfaction goals including Guest Love, Loyalty Recognition and Problem Resolution.
  • Make time to interact with guests, solicit feedback and build relationships.