Customer Service Manager

David A. Brucker

**** ****** ****** **** ***. *

Baltimore, MD 21229

Cell Phone- 410-***-****

Email **********@*******.***

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Objective:

To deliver high quality and personal customer service, in an environment which is both

professionally challenging as well as personally rewarding.

Experience:

6/08- present Best Western Hotel and Conference Center Baltimore, MD

Night Auditor

•175 room hotel

•Utilize WInPM operating systin guest reservations; Responsible for a $700 Bank

•Performed a nightly audit of the days transactions and communicate any errors to the appropriate department.

•Work to Proactively solve any situation that arose during the night; communicate any action taken to the General

Manager. Suggest various strategies to minimize human error and maximize service and profitability.

•Work hand and hand with Housekeeping and Security to ensure all guest needs are met during the night; as well as

communicate any issues that arose during the night in which I was not able to find a proper solution.

•Consistently try to up sell rooms and packages to both potential and In house guests in order to obtain maximum

profitability.

•Updated the Night Audit Check list, in order to make it more user friendly, in order that more Agents could be trained

on the proper audit procedure.

3/06- 5/08 Interstate Hotels and Resorts Arlington, VA

Sites: Comfort Suites, the Sheraton Columbia Hotel

Night Auditor

•Comfort Suites 120 Suite Hotel Sheraton 290 Room Hotel

•Utilized the Profit Manager & Galaxy Operating systems

•Updated the Night Audit Procedure Checklist, so that more people could be trained

•Took an active role in training new hires as to the proper Front Desk procedure

•Relocated to Maryland, in order to pursue greater opportunities within the hospitality industry.

•Learned the importance of creating brand loyalty; as well as how important perception is to an individual’s behavior

as well as their decision making process.

11/05 - 3/06 Strawbridge’s Department Store Whitehall, PA

Sales Associate

•Offered Friendly and courteous customer service

•Accurately completed customer’s transactions

•Organized merchandise for display and sale.

11/04- 7/05 Crowne Plaza Hotel Allentown, PA

Night Auditor

•224 room Hotel

•Utilized OPERA operating system

•Familiarized myself with the Night Audit Procedure, as well as its importance to the overall operation to the hotel.

•Accurately posted charges to guests’ and other house accounts

•Ensured proper posting of restaurant revenue, from the Micros System

•Prepared hotel for the next business day.

•8/02- 8/04 Caesars Casino Hotel Atlantic City, NJ

Front Desk Clerk

•1000 Room Hotel; Responsible for a $1500 bank

•Check guest in and out of Hotel efficiently

•In my role as lobby host, I worked with various departments within the hotel, to ensure total guest satisfaction.

•Played an active role in training new hires the proper Front Desk procedures.

•Learned the importance of connecting with the guest, in order to create a memorable experience.

Education:

9/94- 6/98 Central Catholic High School Allentown, PA

•Obtained High School Diploma, (Blue Ribbon School of Excellence.)

Professional Organizations

Member American Hotel and Lodging Association

References: Furnished upon request

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