Customer Service Manager
Resume:
Brittany Hardy
abjo71@r.postjobfree.com
**** ****** **** ****: 210-***-****
San Antonio, TX 78222
Dedicated general manager with 5+ years of experience in limited service hotel chains. Consistently achieve
record high customer satisfaction rankings, improvements to the bottom line and turnaround of underperforming operations.
Motivated, personable customer service and management professional with a successful 5 year track record in adequate front desk
supervisory, assistant general manager and general managing experience. Talent for quickly mastering hospitality technology.
Master in Opera 4.0 and 4.7, Holidex Plus, ADP time saver and Merlin. Diplomatic and tactful with professionals and non
professionals at all levels. Accustomed to handling sensitive, confidential records. Demonstrated history of producing accurate,
timely reports and meeting IHG standard deadlines. Flexible and versatile, able to maintain a sense of humor under pressure.
Poised and competent with demonstrated ability to easily transcend cultural differences. Thrive in deadline driven environments.
Excellent team building skills.
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 hotel operations
policies.
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
Operations Management
Professional Experience
Hotel Indigo Downtown San Antonio 05/10 09/10
Assistant General Manager
In charge of all front office procedures including: hiring, terminations, coaching, counseling, and reviews. I also oversaw all PMS
operations. Guest service was also my priority along with raising the score the within the first month on the job, I continued to
maintain a great score for a period of 3 months. IHG Loyalty program Priority Club was also a task I was giving to raise the amount
of enrollments; the hotel went from 3 enrollments a month to 114 a month in just 2 months of working with the staff on this task.
Weekly revenue calls to set rate strategy in place for the week or month. I worked closely with the General Manager with day to day
tasks such as; daily cash reconciliation and daily bank deposits.
Skills Summary
o Front Desk management
General Office Skills
o
Customer Service
o
Report Preparation
o
Team Building
o
Staff Scheduling
o
Counseling
o
Coaching
o
Community leader
o
Excellent Phone Etiquette
o
Holiday Inn Express Boerne, TX 05/03 to 09/09
Front office Manager, 5/03 to 2/07
General Manager, 2/07 to 9/09
Promoted to manager position to maintain guest service scores, train and supervise 25+ employees. 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 check in and checkout.
Skills Summary
Front Desk Management
o
Report Preparation
o
Written Correspondence
o
General Office Skills
o
General Managing Skills
o
Budget
o
Computer Savvy
o
Customer Service
o
Staff Scheduling
o
Marketing & Sales
o
Profit and Loss Statements
o
Forecasting
o
Accounts Receivable
o
Accounts Payable
o
Front Desk Operations
o
Excellent Phone Etiquette
o
Sales
o
Community leader
o
Housekeeping supervisor
o
COMMUNICATION: REPORTS/ TECHNOLOGY
Prepared reports for management company/owners including yearly budget, weekly forecasts and contingency plans
according to VP of sales, company president and head of operations standards.
Author professional correspondence to customers and vendors. Conduct small group, monthly employee meetings to
maintain a comfortable, open, relaxed work atmosphere. Communicated with Priority Club to sustain high points in our
loyalty program. Rapidly learn and master varied computer programs required to successfully perform job duties.
CUSTOMER SERVICE/MARKETING/PROBLEM SOLVING
Oversee front desk operations, housekeeping and maintenance operations and provide impeccable customer service.
Maintain highest employee satisfaction within the management company for 2 years.
Maintained hotel’s customer satisfactory scores in top three for 3 years.
Hotel voted number 1 hotel in Boerne for 4 years running.
Develop and implement strategic marketing plan for business:
Prospected and landed new, old and improved existing business for the hotel, including local and state wide
businesses. Create special promotions to improve hotel’s desirability. Also, promoted Priority Club’s promotions to benefit
hotel.
DETAIL MASTERY & ORGANIZATION
Managed meeting room booking and group blocks with ease and customer satisfaction.
Facility rental/set up
Scheduling busy meeting rooms averaging 7 meeting per week.
Finances: accounts payable/receivable, invoicing, budgeting, and payroll.
Supervision of a total of 25+ employees
Compliance with all Priority Club and IHG standards.
Stayed in compliance with all inspections, city and state regulations.
References
Michael Durough VP of Operation Crescent Hotels & Resorts
abjo71@r.postjobfree.com
Janice Russel VP of Sales Crescent Hotels & Resorts
abjo71@r.postjobfree.com
Michelle Murlick General Manager Sheraton by Four Points Saginaw MI
abjo71@r.postjobfree.com
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