Manager Customer Service
Resume:
KIM HALLORAN
San Diego, CA 92116
***.**********@*****.***
Broadly trained and highly disciplined manager with outstanding
relationship building, presentation and organization skills. Intelligent,
articulate and motivated to succeed.
PROFESSIONAL EXPERIENCE
STARBUCKS
Barista (July'12 - Current)
. Acts with integrity, honesty and knowledge that promote the culture,
values and mission of Starbucks.
. Maintains a calm demeanor during periods of high volume or unusual
events to keep store operating to standard and to set a positive
example for the shift team.
. Anticipates customer and store needs by constantly evaluating
environment and customers for cues.
. Communicates information to manager so that the team can respond as
necessary to create the Third Place environment during each shift.
. Delivers over the top customer service to all customer, connects with
the customer. Listens and responds to customer needs.
. Maintains a clean and organized workspace so that partners can locate
resources and product as needed.
. Provides quality beverages, and consistently for all customers by
adhering to all recipe and presentation standards. Follows health,
safety and sanitation guidelines for all products.
. Recognizes and reinforces individual and team accomplishments by
using existing organizational methods
THE WESTIN SAN FRANCISCO MARKET STREET
Convention Services Manager (June'10 -
March '12)
. Manage, coordinate and execute group assignments (both corporate
groups and city-wide conventions) turned over by the Sales Department.
. Monitor all contractual agreements pertaining to guest room blocks,
meeting space, Food & Beverage requirements, billing procedures and
special concessions.
. Maintain constant contact with client to establish rapport and to
coordinate all conference activities with meeting planners and on-site
meeting staff.
. Effectively communicate to all Hotel departments all necessary
information and conference specifications to ensure a successful
meeting experience for the meeting planner and attendees thus
increasing opportunities for repeat business.
. Resolve customer concerns and implement resolutions ensuring
customer's needs are met and exceeded.
. Plan and conduct site inspections, pre-con and post-con meetings as
require.
. Work closely with Director of Banquets to schedule labor force and
assign work for efficient use of personnel.
. Ensure all functions are checked prior to client's arrival and all
details are in agreement to client's requirements and hotel standards.
. Maximize and drive hotel revenue by up-selling Food & Beverage
catering menus.
. Independently solicit and prospect city-wide ICWs for new catering
opportunities.
. YTD (as of 11/11/11) - at 197% of 2011 Catering goals.
. Manager of the Quarter - 2nd Quarter 2011
SHERATON PETALUMA
Executive Meetings Manager (November
'08 - June '10)
. Execute all contractual agreements pertaining to guest room blocks,
meeting space, special concessions and food and beverage
. Establish and maintain a positive, professional relationship with
clients through effective, accurate, timely, and reliable
communication and action. Always remaining one step ahead of the
client in anticipation of their needs and guarantee that each client's
expectations, requirements and request are being met prior to arrival
and throughout their visit.
. Detail and manage food and beverage, banquet set up, room block, VIP
needs, pick up, billing instructions and final review
SHERATON PETALUMA
Catering Coordinator (June '08
- November '08)
. Detailed all food and beverage, audio visual needs and timeline for
events.
. Created Master Account, followed deposit schedules and maintained
estimated costs for all events. Created final billing summary and
collected payment in a timely manner.
. Maintained Master Banquet Event Order Book.
HYATT VINEYARD CREEK, SANTA ROSA
Front Office Supervisor (December
'07 - June '08)
. Supervise day to day running of the front office to ensure high level
of guest service standards are constantly maintained and guest
satisfaction are met.
. Respond appropriately to guest complaints. Make appropriate service
recovery gestures in accordance with established guidelines.
. Ensure staff is properly trained in the following areas: service
expectations, hotel facilities and services, local directions,
property management and reservations systems, safety and emergency
procedures.
. Accurately process all cash and credit card transactions in accordance
with established procedures including but not limited to posting all
charges, completing cashier or other reports, preparing deposit, and
counting/securing assigned bank.
EDUCATION
Humboldt State University, Arcata, CA
Bachelor of Arts Degree, Recreation Administration
REFERENCES
John Yee, Associate Director of Sales, The Westin San Francisco Market
Street 415-***-****
Deida Garcia, Store Manager, Starbucks
Anna Lucas, Revenue Analyst, The Westin San Francisco Market Street
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