Quality Assurance Control

SHARI L. WAWRZYNIAK 602-***-****

***** *. **** ****** *****: *****.**********@*****.***

Phoenix, Arizona 85050

PROFESSIONAL OBJECTIVE:

To engage in a career opportunity with a reputable resort where my knowledge and experience will contribute to its continued success through quality service, exceeding guest expectation and the developing of long-term relationships with guests, vendors, and its employees alike.

PROFESSIONAL EXPERIENCE:

• Knowledgeable about the hotel services and facilities.

• Exceptional customer relation skills and leadership experience.

• Capacity to quality control of guest experience.

• Anticipate and manage all conditions of guest inquiries, needs, requests and conflicts.

• Fiscal planning, forecasting, budget control, and reconciliation.

• Attend, participate in and conduct staff meetings and training sessions.

• Identify new revenue generating opportunities.

• Adept at reading and writing to facilitate communication processes.

• Detail oriented and exceptional organizational skills.

• Proficient with verbal, non-verbal and written communication skills.

QUALITY ASSURANCE EXPERIENCE

• Oversee all front desk agent duties to exceed requirements and guest expectations.

• Recruit, hire, train, schedule, develop incentives and conduct staff quarterly evaluations.

• Train/manage front desk agents on courteously conveying resort policies/procedures.

• Train, supervise, and coach proper phone etiquette techniques.

• Model, train and coach friendly professional service to provide exceptional service.

• Ensure consistency of policies and procedures are implemented.

• Room inventory and control.

• Cultivate communication between all departments regarding reservations and room inventory to avoid potential conflicts.

• Able to direct and lead team members to produce desired results.

• Negotiate positive internal conflict resolutions.

• Handle disciplinary actions of staff when necessary.

MANAGEMENT EXPERIENCE

• Manage database of information for tracking and reporting.

• Able to compute data and numbers to create reports and comparisons.

• Ability to identify efficient alternatives without compromising quality.

• Solicit competitive bids, negotiate, qualify, and select vendors for annual contracts.

BUSINESS EXPERIENCE

04/2010 - 08/2010 Hacienda Harley Davidson Motor Sport Clothes Sales

08/2009 - 03/2010 RE/MAX Fine Properties Real Estate Agent

05/2006 - 03/2009 Partnership Advisors, Inc. Dev. Project Coordinator

03/2006 - 05/2006 Tynan Group Project Coordinator

05/1998 - 05/2005 Wespac Construction, Inc. Assist. To VP/Operations Coordinator

09/1997 - 05/1998 Kleinfelder, Inc. Marketing Coordinator

03/1989 - 05/1997 Scottsdale Camelback Resort Director of Guest Services

IT KNOWLEDGE:

• Proficient in MS Office including Word, Excel, Outlook, Power Point, and Access.

• RCI Link, CRS - Resort Software, Network Systems

EDUCATIONAL QUALIFICATION:

• Educational Institute of Hotel and Motel Assoc. Spirit of Hospitality

• Educational Institute of Hotel and Motel Assoc. Hospitality Supervision and Human Relations

• Educational Institute of Hotel and Motel Assoc Hospitality Spanish

• Dale Carnegie How to Win Friends and Influence Enemies

• The Dale Carnegie Course Received “Breakthrough Award”

• Fred Prior Seminar Team Work and Guest Relations

• Fred Prior Seminar How to Organize and Maintain Files

• Franklin Covey What Matters Most

• Resort Condominiums International S.T.A.R. Program/Exchange analysis and expertise

• COVIA - Apollo Airline Reservations Training Certified training of airline, hotel, car

reservation system

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