Guest Services Supervisor - Delta Hotels by Marriott - Everett, Washington
(2023-02)
Motivated and detail-oriented Hotel Guest Services Supervisor with over 20 years of experience in the hospitality industry, specializing in guest relations, team management, and front desk operations. Proven ability to lead and support a team in delivering outstanding service to Delta Hotels by Marriott guests. Skilled in guest conflict resolution, enhancing customer satisfaction, and ensuring smooth daily operations.
Adept at maintaining high Marriott service standards, managing guest inquiries, and fostering a positive work environment. Committed to providing exceptional guest experiences while driving efficiency and operational success.
- Supervise and motivate a team of front desk agents, concierge, and bell service staff, ensuring high standards of guest service and operational excellence.
- Assist guests with check-in/check-out, reservations, and special requests, ensuring smooth and efficient operations.
- Resolve guest complaints and issues promptly and professionally, ensuring satisfaction and loyalty.
- Monitor and evaluate guest service performance through feedback, reviews, and surveys, addressing areas for improvement.
- Ensure compliance with Marriott brand standards and policies, maintaining a clean and professional front desk environment.
- Assist in managing guest reservations, ensuring accuracy and the timely updating of booking systems (Opera).
- Train new team members in Marriott's service procedures, operational tasks, and guest interaction protocols.
- Handle cash and credit transactions, ensuring accurate billing and secure payment processing.
- Support sales and marketing initiatives by upselling hotel services, amenities, and packages to guests, driving additional revenue.
Admissions Coordinator - Pioneer Human Services - Seattle, Washington
(2018-11 - 2023-11)
Dedicated and compassionate Admissions Coordinator with years of experience in social services, intake procedures, and client assessments. Proven track record of working in a fast-paced, client-focused environment, ensuring timely and accurate processing of admissions, and facilitating access to critical services. Skilled in managing paperwork, collaborating with service providers, and ensuring adherence to program guidelines.
Adept at handling sensitive information, resolving client concerns, and providing exceptional service to individuals in need of rehabilitation, housing, and support services.
- Coordinate the intake and admissions process for individuals seeking services, including rehabilitation, housing, and employment programs, ensuring compliance with program guidelines and eligibility requirements.
- Assist clients in completing intake paperwork, gathering necessary documentation, and explaining program services and processes.
- Conduct initial assessments and screenings to determine client eligibility and the most appropriate services to meet their needs.
- Maintain accurate and up-to-date client records, ensuring confidentiality and compliance with HIPAA regulations.
- Serve as a point of contact for clients, their families, and other service providers, addressing inquiries and providing information as needed.
- Collaborate with social workers, counselors, and case managers to ensure a smooth transition for clients into services.
- Assist with program outreach, educating the community and potential clients about available services.
- Monitor and track the status of client applications, ensuring timely processing and follow-up.
- Provide support in managing waitlists, making referrals to appropriate programs when necessary.
- Participate in staff meetings and trainings to stay current on policies, best practices, and organizational goals.
- Prepared reports on admission trends, tracking service utilization, and assisting with program evaluations.
- Assisted in preparing intake packages and ensuring clients had all necessary materials for a successful entry into services.
Guest Services Manager - Days Inn - Colorado Springs, Colorado
(2007-03 - 2018-09)
Detail-oriented and customer-focused Hotel Guest Services Manager with over 20 years of experience in delivering exceptional guest experience and managing hotel front desk operations. Proven ability to lead and train guest services teams, resolve guest issues, and maintain high levels of guest satisfaction. Skilled in managing guest inquiries, implementing service procedures, and ensuring smooth day-to-day operations.
Adept at handling guest complaints, supervising team members, and coordinating with other departments to ensure a seamless guest experience.
- Supervise and manage the guest services department, including front desk, concierge, and bell services, ensuring excellent service delivery and guest satisfaction.
- Oversee guest check-in/check-out procedures, ensuring smooth, efficient, and welcoming experiences.
- Handle guest inquiries, requests, and complaints, resolving issues promptly and professionally to maintain a high level of guest satisfaction.
- Manage guest feedback, including surveys and online reviews, and implement corrective actions to address any concerns.
- Collaborate with other hotel departments (e.g., housekeeping, maintenance) to address guest needs and ensure quality service.
- Lead, train, and motivate a team of front desk agents, concierge staff, and other guest services personnel, fostering a positive work environment.
- Monitor guest service performance through metrics such as guest satisfaction scores and address areas for improvement.
- Implement guest retention strategies, including loyalty programs, special offers, and personalized service.
- Ensure proper handling of guest reservations and ensure all booking systems are updated accurately.
General Manager - Holiday Inn Express & Suites - Colorado Springs, Colorado
(1998-07 - 2007-02)
Accomplished Hotel General Manager with over 20 years of experience in overseeing hotel operations, staff management, guest services, and financial performance. Proven track record of driving revenue growth, enhancing guest satisfaction, and ensuring operational efficiency. Strong leadership skills, adept at building and leading teams, and skilled in developing and executing business strategies to maximize profitability.
Expert in budgeting, forecasting, and implementing marketing and sales strategies to increase occupancy rates and overall revenue.
- Oversee day-to-day operations of hotel and employees, ensuring high levels of customer satisfaction and operational efficiency.
- Develop and manage the hotel's budget, ensuring cost control, expense management, and revenue maximization.
- Lead the recruitment, training, and development of staff across all departments, fostering a positive and productive team culture.
- Collaborate with the sales and marketing teams to create strategies that increase occupancy rates and drive revenue growth.
- Implement and enforce hotel policies and procedures to maintain high standards of cleanliness, guest service, and compliance with regulations.
- Resolve guest complaints and issues in a timely and professional manner, ensuring a memorable guest experience.
- Monitor key performance indicators (KPIs) and report on operational performance, including financial results, guest satisfaction, and employee performance.
- Develop and maintain relationships with corporate clients, travel agents, and external partners to secure new business.
