Guest Experience Manager Resume Samples

Working for the hospitality sector, the Guest Experience Manager is responsible for taking care of the needs of the guests professionally. The job duties and responsibilities are listed on the Guest Experience Manager Resume as – making special arrangements for the guests during their stay; promoting exceptional customer service from other members; serving as diplomats; responding to complaints from guests; resolving their issues; promoting customer retention; interacting with clients having issues; handling budgeting and administrative tasks.

Those seeking this job role must have exceptional customer service skills, and be able to focus on the work. They have to be strong communicators and be able to provide staff the needed direction. Problem-solving skills are crucial, the ability to solve customer complaints are also vital. Superior organizational skills are also required in this field. It is possible to become one with a high school diploma and prior work experience preferably as a hotel front desk clerk.

Guest Experience Manager Resume example

Guest Experience Manager Resume

Summary : Seeks to bring own skills and level of professionalism aboard to a winning team. Passion for excellence drives to focus on greatness. Collaborating with like-mind individuals can amount to greatness.

Skills : Interests and Qualities, Detail Oriented.

Description :

    1. Oversaw all aspects of guest experience functions, with responsibility for ensuring optimal levels of customer satisfaction.
    2. Analyzed customer feedback systems (Guest Survey and Secret Shopper) to provide information to management and staff regarding guest experience, performance results, ongoing issues and formulate action plans.
    3. Created training programs to raise customer service levels.
    4. Developed strong relationships with regular guests, handling all facets of their hotel business including reservations, room assignment, special requests, concierge services, transportation, additional booking for team members, and account management.
    5. Served as Manager on Duty, supervising Front Office staff of 35+ and responsible for all hotel staff on duty.
    6. Handled all procurement and billing for front office supplies, stationery, and printing needs.
    7. Acted as Chief Concierge, directly supervising a team of six full-time concierges.
Years of Experience
Experience
10+ Years
Experience Level
Level
Senior
Education
Education
BA in Mass Communications


Guest Experience Manager Resume

Summary : Motivated, creative, personable business professional with a BS in Marketing and MBA in International Business. Talent for quickly mastering technology. Diplomatic and tactful with professionals and non-professionals at all levels. Accustomed to handling sensitive, confidential records. Demonstrated history of producing accurate, timely analysis of business trends, considering internal and external factors.

Skills : Research And Analysis Of Financial Data, Budget Management, Human Resource Allocation, Training Program Development, And Implementation, Professional Presentations, Inventory Management, Project Management, Written Correspondence, Experienced In WORD, Excel, PowerPoint, And Outlook.

Description :

    1. Designed new revenue-building plan for outdoor merchandise locations resulting in a $150,000 increase within initial 30 days.
    2. Produced new product concept utilizing production waste, increasing revenue through a pure profit product, and decreasing environmental impact.
    3. Executed cost analysis for newly designed products released nationally.
    4. Initiated new reports to ensure spoilage and production was being analyzed properly on a daily basis.
    5. Accountable for production and quality standards in the largest production kitchen in the Disney Corporation, while ensuring all safety procedures are adhered to.
    6. Implemented the Guest experience program utilizing technology distributed throughout the area.
    7. Introduced internal communication method to leadership team to allow efficient communication; improving response to medical response times, security situations, and essential to leading 150+ team members.
    8. Constructed and instituted Welcome Session for new team members to access Disney educational materials, mentorship programs, and networking opportunities.
    9. Recruited to establish policy and procedures for new technology usage within locations to highlight Guest satisfaction and convenient communication.
Years of Experience
Experience
7-10 Years
Experience Level
Level
Management
Education
Education
MS in Strategic Human Resource Integration


Guest Experience Manager Resume

Objective : Seeks to obtain a Guest Experience Manager position enabling to utilize strong communication and leadership skills that offers growth and advancement opportunities.

Skills : Retail Management, Hospitality, Forecasting, Marketing Strategy, Fiscal Management, Guest Relations, Forklift Operator, Excel, Office Applications.

Description :

    1. Contacted vendors to get maintenance issue fix.
    2. Collected payments from tenants.
    3. Assisted tenants with their complaints and solve the problem in a timely manner.
    4. Scanned and organized invoices and bills.
    5. Set appointments with tenants and vendors to fix issues in our apartments.
    6. Inspected vacant rooms for damages.
    7. Inspected rooms so they are prepared for the next tenant.
    8. Ordered supplies and keeps an inventory of supplies we receive.
    9. Kept the office clean and organize.
Years of Experience
Experience
2-5 Years
Experience Level
Level
Junior
Education
Education
BS in Internet Marketing/Sales

Guest Experience Manager Resume

Objective : Results Driven Marketing Guest Experience Manager Professional experienced in sales, purchasing, customer, client & vendor relations, promotions, special events, market research, guest experience, loyalty marketing, partnership marketing, and strategic planning. Creatively focused; generate and execute marketing plans and events achieving yearly sales and revenue goals in a competitive Gaming and Hospitality Industry.

Skills : Marketing, Management, Customer Service.

Description :

    1. Managed and coordinated all service initiatives impacting property adoption and enculturation of loyalty marketing programs and other key guest service programs.
    2. Provided training support and program management for instructor and web-based training across the property.
    3. Supervised the delivery and measurement of guest service consistent with company core service standards and brand attributes.
    4. Served as the internal consultant and Corporate Marketing liaison for Company Loyalty Program, Partnership Marketing, and training administration support.
    5. Oversaw daily correspondence of all guest feedback and survey results; reporting on key metrics surrounding the guest experience.
    6. Evaluated and reported trends in key performance indicators and facilitate cross-departmental accountability for the achievement of goals, providing actionable insights and recommendations.
    7. Integrated, developed, monitored, and facilitated programs for New Hire Orientation, Management Development, Supervisory Development, Compliance, and Loyalty Marketing training.
    8. Developed, planned, and executed a service recovery training program across the property from conception to implementation.
Years of Experience
Experience
2-5 Years
Experience Level
Level
Junior
Education
Education
BS in Merchandising & Marketing Management

Guest Experience Manager Resume

Objective : Seeking a Guest Experience Manager position that will benefit from the sales and guest services experiences, positive interaction skills that will help the team to meet and exceed their expected goals.

Skills : Non-Linear Editing, Adobe Photoshop, Adobe Illustrator, Microsoft Office Suite, Ableton Live, Google Docs, Hospitality, Management, Supervisor, Power Tools, Maintenance, Customer Service, Research, Staging, Professional Driving.

Description :

    1. Assigned housekeeping personnel their duties and inspects work for conformance to prescribed standards of cleanliness.
    2. Setup new units to be placed in the market Investigates complaints regarding housekeeping service and equipment and takes corrective action.
    3. Conducted orientation training and in-service training to explain policies, work procedures, and to demonstrate use and maintenance of equipment.
    4. Provided continual training to ensure apartment condition and cleanliness standards are maintained.
    5. Facilitated daily stand-up meetings with housekeepers prior to beginning work.
    6. Worked with Operations Manager to address any Housekeeping performance challenges.
    7. Performed cleaning duties in cases of emergency or staff shortage.
    8. Performed apartment preparation quality inspections after each checkout and before each check-in.
Years of Experience
Experience
2-5 Years
Experience Level
Level
Junior
Education
Education
Computer Science

Guest Experience Manager Resume

Objective : Specialize in 5 Star planning of Cruise Groups, Charters, Customized Travel for Business or Pleasure, and Destination Weddings in order to ensure that every detail is perfectly coordinated between the client and the destination in a professional, upbeat, and pampering manner.

Skills : Excellent Organizational And Resource, Crisis.

Description :

    1. Managed Guest Relations issues, itinerary Deviations, Renewal of Vows, being present on Travel Agent Fam cruises, coordinated Charters, and assist with large accounts.
    2. Implemented new systems and procedures for the Lost and Found and Guest Feedback system.
    3. Followed up on past passengers to make sure that any issues were rectified to their satisfaction and to encourage future reservations.
    4. Issued future cruise credits and performed the role of Reservation Agent whenever call volume required it.
    5. Implemented upgrades and systems for Guest Relations.
    6. Promoted positivity to enhance productivity.
    7. Identified trends and worked with onboard management to continuously improve passenger satisfaction.
Years of Experience
Experience
0-2 Years
Experience Level
Level
Entry Level
Education
Education
Certificate in Exemption

Guest Experience Manager Resume

Headline : Seeking a challenging Guest Experience Manager position as a sales professional were able to utilize knowledge, experience, skill, ability, and energy to provide excellent customer service.

Skills : Excellent Interpersonal, Ability to Communicate.

Description :

    1. Managed and maintained property quality and details.
    2. Coordinated logistics of tenant turns with appropriate vendors.
    3. Performed initial and final inspections of units.
    4. Analyzed units currently in inventory.
    5. Coordinated the upkeep of all units within the management system.
    6. Annually inspected and approved all properties to ensure quality and compliance.
    7. Supported property owners and the best needs of their property.
    8. Maintained relationships with condominium associations and apartment communities.
    9. Took photos of units for the web-site.
Years of Experience
Experience
5-7 Years
Experience Level
Level
Executive
Education
Education
Diploma

Guest Experience Manager Resume

Objective : Participative management Guest Experience Manager professional; results-focused and practical 13+ years of progressive leadership experiences have created a passion for service objectives via a combination of world-class service delivery, lean operating methods, renewed marketing direction, and incentive-driven rewards for team achievement. Demonstrated ability to identify market interest and changing trends and implement the necessary adjustments to ensure repeat business and build a loyal customer base.

Skills : Marketing, Executive Administration, Business Intelligence, Microsoft Office Suites, Apple/Mac Suites, Data Entry, Ten Key, Type 65 WPM.

Description :

    1. Promoted to the consolidated role with merged duties of customer service and guest experience and tasked to rapidly deliver measurable improvements in guest-service scores.
    2. Assumed charge of guest communication, Fidelity Rewards Program, quality control, and service assurance strategy leading guest experience/Red Glove Line teams in all service touchpoints.
    3. Personally monitored, investigated, and resolved guest complaints and issues and deliver quick responses to reviews.
    4. Prepared department staff schedules and payroll for 12 (how many employees) and monitor costs to ensure performance against budget.
    5. Revitalized the corporate rewards program surpassing new member enrollment goals by 14%, the first time in four years that goals had been attained.
    6. Trained staff on marketing tactics and made the promotion of the Rewards Program an essential part of staff duties.
    7. Improved customer service survey metrics from 72% to 78% in a two-month period by developing action plans to address primary points of complaint.
    8. Implemented action plan to address reviews establishing a 48-hour response time that increased customer service ranging from 74.9% to 84.9% in less than two-month period.
    9. Recommended and currently under review a guest room solution by implementing an interactive TV system affording that would produce an estimated $60, 000 yearly in cost savings on printing services.
Years of Experience
Experience
2-5 Years
Experience Level
Level
Junior
Education
Education
MBA in Business Administration

Guest Experience Manager Resume

Summary : Dedicated and organized Guest Experience Manager professional, adept at providing high-level administrative support to the executive leader for over ten years. An effective leader, skilled in enlisting the support of all team members in aligning with the project and organizational goals.

Skills : Microsoft Windows, Computer Savvy.

Description :

    1. Managed and served as a direct report to a team of up to 70 full-time and part-time employees.
    2. Conducted interviews, hire and train entry-level team members.
    3. Wrote annual staff performance reviews.
    4. Conducted daily walk-through supervising floor operations, maintain a smooth operation, and ensure excellent customer service.
    5. Provided coach/counseling and issue write-ups for disciplinary action.
    6. Developed and rolled out new policies.
    7. Responsible for daily opening and closing procedures.
    8. Ensured superior customer experience by addressing customer concerns, demonstrating empathy, and resolving problems on the spot.
    9. Provided an elevated customer experience to generate loyal clientele/member relations.
Years of Experience
Experience
7-10 Years
Experience Level
Level
Management
Education
Education
HS Diploma

Guest Experience Manager Resume

Headline : Over a decade of working in the attractions/entertainment industry in front-line Guest Service roles. Strong leadership skills managing teams of up to 300 during special events. Provided the best Guest Experience possible while adhering to budget and exceeding forecast goals monthly. Manage staff personnel and day to day operations including scheduling, payroll, disciplinary actions, hiring/terminations.

Skills : Guest Services, Barista, Sales, Serving, Inventory Management.

Description :

    1. Specialized in creating an exceptional guest experience, inventory management, new employee training, and liaison between all management and reservations.
    2. Oversaw, and set up new, fully furnished apartments for guests.
    3. Ordered inventory for housekeeping, inspect units before and after check out, manage housekeepers, and create an employee cleaning schedule.
    4. Managed office duties such as arrivals, departures, and use of company Backoffice.
    5. Responded to daily guest comments and complaints, in person, via email, or telephone.
    6. Assisted in other areas of the attraction as needed.
    7. Encouraged others and help support the Director in recognizing the efforts and achievements of the team as well as individuals.
Years of Experience
Experience
5-7 Years
Experience Level
Level
Executive
Education
Education
Diploma