Manager Customer Service

Nicole Childers

**** ******** ******

******.*****.********@*****.***

Ocoee, FL 34761 407-***-****

Qualifications Summary

A seasoned hospitality professional at multiple 4 Diamond Properties with

experience in business and family markets. Strengths include

organizational development, leadership, and effective communication. These

experiences and strengths will lead to continued high performance and high

results.

Education

Columbia College, MBA - 2016

University of Central Florida, Rosen School of Hospitality - Graduated

2010

Experience Highlights

Project Management:

. Lead manager for guest interaction on several multi-million

dollar renovation projects

o Pool Renovation, Hallway Renovation, Club Renovation

. Worked with Sales and Marketing to highlight key areas of the

hotel and enhance marketing opportunities

. Established new empowerment programs on how to handle guest

complaints resulting in a 11% decrease in compensation while

improving customer satisfaction scores

Customer Service:

. Effectively managed guest relations during all aspects of their

stay to increase Market Metrix Scores

. Ability to communicate effectively with both internal and

external guests to ensure challenges were rectified

Management Skills:

. Ability to work with a diverse team with multitude levels of

skill

. Established training procedures to increase specific metrics of

the hotel

. Able to motivate groups of people toward a goal while continuing

to build team morale

. Conduct performance appraisals on yearly bases

Employment History - Loews Hotels at Universal Orlando

. Hard Rock Hotel - Housekeeping Manager (650 Rooms) February 2011 -

Current

o Increased customer satisfaction ratings index by3% within one

year

o Reduced staff turnover by 40% with the implementation of several

morale and team build programs

o Achieved 100% of training goals ahead of schedule by empowering

the trainers.

o Increased productivity by 4% with the creation of new business

processes

o Participated on the housekeeper incentive program

implementation project team (Diamond Program)

o Worked with a consulting company to increase productivity and

efficiency resulting in savings of $230,000 in GRAs alone

o Coordinated renovation model rooms with designer for final

approval.

Loews Portofino Bay Hotel - Housekeeping Manager (750 Rooms) February

2010 - February 2011

o Successfully executed OSHA training prior executive deadline.

o Organized a structured approach to optimized 2nd shift

productivity by implementing new procedures

. Increased efficiency of housekeepers to 30 minute rooms

from 45 minutes

. Worked with turndown attendants to meet standards that

were previously not met

o Increased productivity of the Housekeepers by implementing new

technology and accountability

o Assisted with coordinating renovation rooms with designer for

final approval

Hard Rock Hotel - Manager On Duty (650 Rooms) August 2007 -

February 2010

o Decreased organization metrics of guest compensation by 9%

o Highly experienced at handling high profile guests; including

presidential candidates, politicians, and professionals from all

entertainment media

o Developed training programs that created cost savings and

increased customer satisfaction

Other Positions Held at Hard Rock Hotel January 2002 - August 2007

Management in Training Concierge

Front Desk Supervisor Pastry Chef for Full Service Restaurant

Front Desk Agent Barista for on property Starbucks

Computer Skills - Opera, AS400, Expresso, HotSOS, Lotus Notes, Outlook,

Microsoft Office Suites, Gold Key, 60WPM

Awards - Nominee Manager of the Quarter

Contact this candidate