Manager Customer Service
Resume:
KIMBERLY ACOSTA
**** **** *****, ************, ** 89460
Cell: 775-***-****
Email: ************@*******.***
Highly organized and enthusiastic individual, seeking a position with advancement
opportunities where I can utilize my energy, enthusiasm, and exceptional interpersonal
skills.
PROFILE
33 Highly organized professional with exceptional prioritization and planning skills.
34 Established record of dependability and conscientiousness.
35 Hardworking and energetic; flexible; adapt easily to change of environment and work
schedule.
36 Thorough knowledge of all hotels operations.
37 Exceptional ability to identify and carry out actions to improve the appearance of the hotel
and employees as well as establish special actions that exceed guests’ expectations.
38 Uphold critical thinking ability crucial to offering proficient and distinguished services.
39 Profound ability to communicate the objectives and inspire employees to achieve them.
40 Hold special understanding required to meet diverse needs in varied situations.
41 Relate well to people from a variety of cultures.
42 Strong writing and presentation skills.
43 Remarkable ability to create courteous, friendly, professional work environment.
44 Exceptional ability to provide overall direction, coordination and ongoing evaluation of
operations.
PROFESSIONAL EXPERIENCE
SIENA HOTEL SPA CASINO, RENO, NV
GUEST SERVICE MANAGER JUL 2008 – MAY 2010
HOTEL MANAGER JUL 2006 – OCT 2007
GUEST SERVICE MANAGER NOV 2005 – JUL 2006
45 Managed guest services operations to ensure quality and service standards are met.
46 Promoted a cooperative working climate, maximizing productivity and employee morale.
47 Managed assigned staff including hiring recommendations that encompass the Hotel's
diversity commitment; training; coaching; performance feedback, recommending and
administering discipline, and scheduling.
48 Ensured that qualified personnel were selected, hired and trained in all areas of
responsibility.
49 Monitor guest satisfaction processes, and respond to guest concerns, and inquiries.
50 Developed and implemented strategies for front office, bell stand, parking, concierges, etc.
that support achievement of the hotel's goals.
51 Monitored the delivery and measurement of guest service consistent with the service
standards and brand attributes.
52 Maintained accurate payroll records for Front office staff
GOLDEN PHOENIX HOTEL, RENO, NV
ASSISTANT HOTEL MANAGER JUL 2005 – NOV 2005
53 Assisted the Manager in directing and controlling the activities of the Front Office,
Reservations, Guest Activities, and ensured adherence to the Excellence Hotel standards,
policies and procedures.
54 Prepared all necessary forecasts; worked closely with Reservations, Front Office and Sales
to maximize occupancy, rate and revenue.
55 Oversaw the guest service function to ensure corrective action is taken to resolve guest
complaints and ensure superior guest service is delivered.
56 Made suggestions for improvements in overall operations with an emphasis on increasing
guest satisfaction, revenues as well as reducing costs.
THE LAWN RANGER, PALM DESERT, CA
OFFICE MANAGER/PERSONAL ASSISTANT SEP 2004 – JUL 2005
57 Managed all aspects of billing, payments, banking, scheduling, phones, marketing, etc.
58 Managed and oversaw administrative functions.
59 Researched opportunities for improved services to clients
SLEEP INN, PHOENIX, AZ
GENERAL MANAGER MAR 2002 – SEP 2004
FRONT DESK SUPERVISOR FEB 2001 – MAR2002
LEAD FRONT DESK CLERK FEB 2000 FEB 2001
FRONT DESK CLERK SEP 1999 – FEB 2000
60 Coordinated, directed and managed the staff and hotel operations to achieve profitability,
guest satisfaction and efficiency while maintaining standards.
61 Ensured that the highest level of guest and client service were available through both front of
the house and convention services areas.
62 Ensured that all employees are trained for their positions to maximize service, production and
efficiency.
63 Supervised the front desk to ensure that our guests received exceptional service.
64 Ensured all guest requests were dealt with efficiently.
65 Performed day to day running of front desk, ensuring check in and check outs ran smoothly
and to all Excellence Hotels standards.
66 Ensured all billing procedures were followed correctly and accurately at all times.
67 Increased sales by ensuring the whole team was aware of the associated sales targets.
68 Performed training and management of the front desk staff.
BLACK BUCK DEVELOPMENT
PAYROLL AND OFFICE CLERK 2000 2003
69 Worked on part time basis.
70 Performed work related to the preparation, processing, and maintenance of the payroll.
71 Sorted incoming mail and messages, filed payroll documents, composed and typed
correspondence and managed billing, payments and taxes.
ULTRA CLEANERS
FRONT COUNTER CLERK 1994 1999
72 Checked in, tagged, sorted and bagged customers' clothes.
73 Exhibited great customer service and sales skills.
74 Investigated and resolved customers’ queries and issues.
PENNY SLEEPER INN
RESERVATIONS MANAGER 1986 1988
75 Started as a Reservation agent and worked my way up to the Reservation Manager’s position
in less than a month.
76 Worked with travel agents and wholesalers to arrange special tours, activities, sporting
events for guests and visitors availing hotel accommodations packages and attraction tickets.
77 Handled reservation enquiries and management of quotes.
EDUCATION DETAILS
STRATFORD CAREER INSTITUTE
COURSE OF STUDIES IN ACCOUNTING 2008
PACIFIC TRAVEL SCHOOL, SANTA ANA, CA
GRADUATION WITH A CERTIFICATE IN TRAVEL AGENCY OPERATIONS 1985 1986
BOLSA GRANDE HIGH SCHOOL, GARDEN GROVE, CA
DIPLOMA 1981 1985
SPECIAL TRAINING COURSES
Service that Delivers
Certificate of Completion
Front Desk Selling that Delivers
Certificate of Completion
The WOW Factor
Certificate of Recognition
Revenue Management
Certificate of Recognition
RevPar Maximizer
Certificate Of Excellence
CRS Training to increase RevPar
Certificate of Excellence
REFERENCES AND SUPPORTING DOCUMENTS WILL BE FURNISHED IF REQUIRED
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