Customer Service Manager

Kathryn Davis

***** ***** ***** ****** *******, Florida 32825

407-***-**** *********@*******.***

Objective

To use my expertise in distinguished customer service and management skills in a positive,

upbeat, professional environment where client satisfaction is our success.

Experience

Lead Concierge-Ok3air October 2012-July 2013

Full Service FBO for general and corporate aviation in Heber City, UT

Provided concierge services for high-end customers and their pilots, including rental

cars, catering and accommodations.

Coordinated with ramp/line service personnel for fuel orders and other requested

services to aircraft.

Performed all front desk duties including scheduling, telephone switchboard and

transactions. Also scheduled f light school and dispatched company rental aircraft.

Utilized Flight Aware to track all incoming and departing flights. Monitored ramp activities

to assure security regulations were enforced.

Maintained the appearance of the lobby and retail pilot shop an d placed orders as

needed.

Lead Spa Concierge/Retail Supervisor-Waldorf Astoria Spa July 2009-October 2012

Formally the Golden Door Spa. Located at the Waldorf Astoria in Park City, UT

Perform member monthly billing.

Responsible for monthly retail inventory and receiving.

Multi-task guest requests, provider requests and multiple lines

Proactively maintain balance of appointments between multiple providers for a fair

outcome.

Represent the spa a member of Hotel Saf ety Committee.

Trained new front desk team members.

Assist members in class registration and communicate class information.

Trained in Forbes Five Star Guest service standards.

Spa Front Desk Manager-Marc Raymond Salon and Spas March 2003-June2009

Located in Park City, UT

Book high-volume appointments, corporate and wedding events, spa packages.

Interview and train new staff and conduct employee meetings.

Manage inventory and sale of products from 20+ manufacturers.

Handle bank deposits, cash flow, payroll; also client check -in and exit, cashier duties,

opening and closing procedures.

Reconcile tips and coordinate clients for 30 operators.

Answer multiple phone lines for three salons. Oversee entire operation wh en owner

travels.

Spa Director- Papillion Spa January 2001-March 2003

Located at Westgate Resort in Park City, UT

Helped establish spa from inception and was twice promoted

Performed all spa management duties while director was on maternity leave.

Reported directly to corporate office.

Supervised staff, handled payroll, scheduling, ordering and marketing of all supplies

Conducted monthly staff meetings.

Front Desk Manager: Established professional first impression of spa and continuing

customer care to arriving and exiting clients.

Interviewed, hired, trained and scheduled from desk staff.

Cashier duties.

Represented front desk staff at weekly management meetings.

Implemented all new policies and marketing initiatives from corporate headquarters.

Received three customer care awards.

Retail Boutique Manager: Responsible for day-to-day operations of spa retail boutique.

Inventory, ordering, receiving, and merchandising, including detailed sales reports.

Supervised boutique employees, and provided training and support.

Education and Certifications

Successfully completed all required NATA FAA and Homeland Security training

certifications

W asatch High School, Heber City, Utah

W alt Disney University, Orlando, Florida

Disney Trainer- guest service, merchandising

Office Systems

Pro Solutions Spa software, Rio Spa software, Spa Soft software

Total FBO software and Flight Aware

Telephone switchboard systems

Point-of-sale and credit card systems

Microsoft word training

References upon request

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