Customer Service Manager
Resume:
F ares Halaseh
********@**********.***
**** ******* ***** ****: 513-***-****
West Chester,Ohio 45069
Objective;
Seeking a management opportunity in the hospitality and customer services
industry in which I can add to several years of 0n the job experience already
attained for the purpose of better preparing for a career in hotel management and
development.
I offer an employer an extraordinary work ethic, a demonstrated competency in
customer relations and service quality, and a desire to handle more responsibility.
Dedicated customer service manager with 5+ years of experience in upscale resorts and
Hotels. Consistently achieve record high customer satisfaction rankings, improvements to
the bottom line and turnaround of underperforming operations.
Respected builder and leader of customer focused teams; instill a shared, enthusiastic
commitment to customer service as a key driver of company goal attainment. Lead by
example and ensure the execution of all safety, security, quality and store operations
policies.
Profile;
Extensive background in customer oriented service operations and business development,
including sales, marketing, promotions, and cost control.
Excellent communication skills; maintain positive relations with staff and customers in high
volume, fast paced operations.
Proven ability to handle currency and financial transactions accurately; resolve
discrepancies promptly; licensed by Better Business Biro.
Certified with Microsoft Word, Microsoft Excel, e mail, and the specialized systems Fidelio
(Sheraton Hotel) and OnQ (Hilton Hotel); utilize Fols system to run room management,
Opera, Holidix (Holiday inn Hotel).
Areas of Expertise
Customer Service Customer Satisfaction Teambuilding & Training
Management Enhancement Cost Reduction Strategies
Complaint Handling & Front End Supervision Order Fulfillment
Resolution Sales & Margin Improvement
Retail Operations
Management
Professional Experience
Crowne Plaza Water Resort Cincinnati, OH 02/10 to Present
Intercontinantial Hotel Group
Guest Service Manager, 02/10 to present
Front Office Manager
Recruit, train and supervise 25+ customer service reps and bellman /Reservation Agents. Foster an environment in which guests
enjoy high levels of service and employees are motivated to deliver top performance. Manage front end operations to ensure friendly
and efficient transactions at checkout. Selected Contributions:
Won “Service Excellence Award” for instrumental role in driving record high guest service
scores.
Reduced staff turnover by 15% in 6 months, benchmarking a record setting improvement in
staff retention due to the success of employee development and morale building programs.
Elevated Hotel’s guest satisfaction index from 52% to 82% within 6 months; ensured the
swift resolution of customer issues to preserve customer loyalty while complying with
company policies.
Served on special taskforce charged with turning around under performing Departments.
Trained CSRs and managers in stuggeling Area’s, and contributed to significant
improvements in guest satisfaction and sales.
Exemplified the second to none customer service delivery for which Adventure Works is
nationally renowned in all interactions with customers.
Track cash over/short counts.
Run customer credit requests through Opera system.
Monitor transactions for zero tolerance adherence to the Corporate.
Submit incident reports to Security personnel.
Trained in the reservation booking system ‘’ Holidix ‘’.
Interviewing & Hiring For Front Desk & Bell Stand.
Solve All Guest Relations Issues.
Workings with House Keeping & Maintenance Daily to Insure Rooms are up to standard.
Budgeting and scheduling based on business needs.
Follow up on all out standing guest related issues.
Managing 14 Front office agents, 3 Bellman, 2 Reservation agents, 2 PBX agents.
ADP – Time Saver – Daily Editing,Inputting .
Holiday Inn Sharonville, OH 12/08 02/10
Front Office Manager
• Managed 9 Front desk agents.
• Interviewing, Recommending hiring to Human resources, Training New staff members.
• Working with House keeping Daily to insure rooms are up to standers.
• Day to day Operations.
• Cash Handling and Credit cards.
• Utilize Microsoft Excel to schedule agents and track cash over/short counts.
• Run customer credit requests through Fols credit report system.
• Monitor transactions for zero tolerance adherence to the Corporate.
• Prepare currency transaction reports (CTR) as required under Chapter 31.
• Submit incident reports to Security personnel.
• Trained in the reservation booking system.
• Promoted from Front desk Supervisor to Front desk manager in 6/2002.
• Payroll, Paper work, Revenue.
10/07 12/08
Accor North America Norwood, OH / Florence, KY
Assistant General Manager 10/04 12/06
General Manager 12/06 12/08
§ Managed 2 Accor Properties in Ohio & Kentucky.
§ Duty Include Interviewing and training new staff members.
§ Updating management systems on Front desk.
§ Insure Maintenance and rooms are up to company standards.
§ Performing Audit on all properties in Ohio Area.
§ Report to corporate about revenue, Profit & Loss.
§ Payroll Reported to Accounts payable Department.
§ Sales & Marketing account with other Corporate.
§ Sales Accounts setting, doing sales call.
Four Points by Sheraton
Millennium Hotel
Front Office Agent
9/04 10/07
• Training New staff members.
• Working with Housekeeping Daily to insure rooms are up to standers.
• Day to day Operations.
• Cash Handling and Credit cards.
• Utilize Microsoft Excel to schedule agents and track cash over/short counts.
• Monitor transactions for zero tolerance adherence to the Corporate.
• Checking guests in and out of the hotel.
Sheraton Hotel
Amman / Jordan
Front Office Manger
9/00 10/04
• Managed 17 Front desk agents.
• Interviewing, Recommending hiring to Human resources, Training New staff members.
• Working with Housekeeping Daily to insure rooms are up to standers.
• Day to day Operations.
• Cash Handling and Credit cards.
• Utilize Microsoft Excel to schedule agents and track cash over/short counts.
• Monitor transactions for zero tolerance adherence to the Corporate.
• Submit incident reports to Security personnel.
• Trained in the reservation booking system.
Education and Training
B.A, Hotel Management / Philadelphia University 2000 2004
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Opera ( IHG )
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OnQ ( Hilton )
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CUNA Star (Customer Service) Modules Training
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Principles of Management.
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Human Resources training with Accor.
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Received Starwood ( Sheraton ) Employee of the month for 11 Months
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Front office & Operations Management training by Intercontinental hotel group, Chicago, IL.
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PBX Management Curriculum For all Hilton Brands.
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Facilitation Skills Training ( Hilton )
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Sales Curriculum For all Hilton Brands.
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Guest service Management Program By Hilton World Wide.
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ADP ‘ Time Saver ‘.
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