Manager Customer Service

John Browning

************@*****.*** 970-***-****

**** ********** *****, ****** **. 78717

Profile

A professional who is energetic, motivated, creative and results-oriented with over seven years in hotel

management and film. A proven ability to resolve interpersonal situations, sometimes under extreme pressure,

in a positive manner with strong customer service and sales skills.

Experience

2010 – Present Associate Producer Eleven: 11 Films – Austin, TX

2009 – 2010 Director of Operations Grove Isle Hotel & Spa – Miami, FL

2008 – 2009 Front of House Manager Inn at Lost Creek – Telluride, CO

2008 – 2009 Personal Assistant Manager Capella Telluride – Telluride, CO

2006 – 2008 Front Office Manager The Peaks Resort – Telluride, CO

2005 – 2006 Concierge/Doorman The Ritz Carlton – Bachelor Gulch, CO

2003 – 2004 Housekeeping Manager Smith Fork Ranch – Telluride, CO

Professional Attributes

Dependable

Led Inn at Lost Creek (West Paces Hotel Group) to #1 in Guest Satisfaction in West Pace’s portfolio

Oversaw reservations, guest services, housekeeping and payroll as Front of House Manager & Director

of Operations

Member of management team to open five-star Capella Telluride (West Paces Hotel Group)

Resourceful

Anticipated and met needs of high-profile guests with little or no advance notice

Prepared for possible issues related to potential weather closures, etc.

Reacted to tight budgets by finding a wider range of use for existing tools/staff

Created marketing strategies in reservations to boost sales

Communicative

Hired and trained staff

Developed standard protocol for nightly communication to general manager from all department heads

Established computerized procedure for tracking incoming guest correspondence

Fiscally Responsible

Raised over 225k for a feature film in only 2 months

Maximized budgets in order to offer the highest quality of guest amenities and services

Cut payroll by 20% by taking on staff shifts while maintaining managerial duties

Flexible

Maintained constantly varying work schedule

Created staff schedules to meet company and individual needs

Managed Front of House at Inn at Lost Creek while establishing/creating Personal Assistant Program at

Capella Telluride

Professional

Supported staff by maintaining composure in fast-paced, high-stress environments

Served as liaison between condo owners and management company (Telluride)

Encouraged professionalism by rewarding incentives to employees mentioned in guest comments

Built strong relationships with third party reservation companies

Resilient

Dealt with unpredictable weather and impact on guest expectations/reservations

Maintained A average for guest satisfaction despite economic set backs

Education

1998 – 2001 Business Administration Portland State University – Portland, OR

Contact this candidate