Guest Experience Manager Resume Samples

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.

Experience

10+ Years

Level

Senior

Education

BA in Mass Communications

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.

Experience

7-10 Years

Level

Management

Education

MS in Strategic Human Resource Integration

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.

Experience

2-5 Years

Level

Junior

Education

BS in Internet Marketing/Sales

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.

Experience

2-5 Years

Level

Junior

Education

BS in Merchandising & Marketing Management

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.

Experience

2-5 Years

Level

Junior

Education

Computer Science

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.

Experience

0-2 Years

Level

Entry Level

Education

Certificate in Exemption

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.

Experience

5-7 Years

Level

Executive

Education

Diploma

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.

Experience

2-5 Years

Level

Junior

Education

MBA in Business Administration

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.

Experience

7-10 Years

Level

Management

Education

HS Diploma

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.

Experience

5-7 Years

Level

Executive

Education

Diploma