Customer Service Manager
Resume:
Jason Byrd
Jacksonville, FL ****4
******@*****.***
OBJECTIVE
Seeking a position, where I can utilize proven people-oriented skills to
develop and promote a positive work environment for a strong, progressive
company or individual. Where my experience in customer service, management,
training, troubleshooting, personal assisting, and problem solving can
contribute to their growth and success.
PROFESSIONAL EXPERIENCE
Omni Hotel Jacksonville (354 room Four-Diamond Hotel)
Jacksonville, Fl - July 2010-Present
February 20113 to Present
Assistant Front Desk Manager
Essential Functions
. Ensure registration cards are completed
. Ensure all needed reports are run
. VIP report completed
. Continued training done with all employees
. Communicate with all department managers on continuing
basis. Especially the communication
with Night Audit each evening/morning
. Handle all guest complaints maintaining a satisfactory
impression with the guest on resolving
any complaints
. Be very familiar with the hotel computer system for
training maintenance and trouble shooting
. Complete weekly supply inventories to ensure adequate
pars of such
. Assist clerks as required during peak time
. Complete rate discrepancy report and make needed
changes
. Block/assign applicable arrivals for the following
day
a. VIP's
b. ESP's
c. Special Requests
. Prepare group information sheets
. Complete checkout with balance report
. Complete credit check daily
February 20112 to February 2013
Full Time Housekeeping LID (Leader in Development)
Essential Functions
. Inspect the cleaning and servicing of guest rooms, corridors, stair
wells, lobbies and other public areas
. Report any repairs or discrepancies of guest rooms
. Ensure that all GRAs have appropriate supplies and linens, and that
all supply closets are stocked at par
. Assist in the cleaning of guest rooms when necessary
. Train associates on the PDQ system
. Motivate associates to provide services to guests which meet the
company's standards for quality.
. Encourage productivity
. Perform other duties, as assigned by the Director of Housekeeping
. As part of the Leader in Development program, receive training in all
departments of the hotel to learn how they interact with Housekeeping
July 2010 to February 2012
Front Desk Night Auditor
Essential Functions
. Performed all check-in and check-out procedures and policies.
. Assisted in all night audit paper work.
. Assisted Accounting Department with reporting requirements.
. Understand all systems and equipments as related to the Front Desk.
. Familiar with all hotel rate plans and rate codes, amenities and all
hotel facilities such as F&B outlets, Business Center, Gift Shop,
Fitness Center
. Complete the overnight checklist.
. Print out folios for guest departing the next morning.
Hyatt Regency Jacksonville
Jacksonville. Fl- 2009-2010
Front Desk Agent/ PBX Operator
Essential Functions:
. Greeted all guests and assist them with the check-in/check-out process
. Responsible for cash/ check handling and processing and maintaining
and balancing a cash drawer
. Responsible for answering incoming calls to the hotel
. PBX Telephone Operator who works well handling a high volume of calls
and questions relating to the hotel
Cosmopolitan Concierge
Jacksonville, Fl- 2007-2009
Manager of Concierge Services/ Office Assistant
Essential Functions:
. 24hr on call employee/residential support
. Checked in and signing for packages
. Coordinated and planned resident events
. Greeted residents and guests
. Logged and announced visitors
. Scheduled move-ins and move-outs
. Scheduled and facilitated deliveries
. Monitored surveillance cameras
. Monitored and secured the lobby
. Facilitated contractor check-ins and check-outs
. Facilitated realtor and potential renter visits
. Coordinated work flow with five leasing agents and supervised seven
Concierges
. Ordered supplies, office equipment, dealt with vendors, Hired,
Trained, and supervised staff
Computer Skills:
. SYNERGY
. Birchstreet
. Opera OPM,
. Kronos WFC
. Medallia
. MS Office
EDUCATION
Jacksonville Hospitality Institute (JHI)
Certified in Hotel Operations June, 2008
Florida A&M University, Tallahassee, FL
Major: Psychology
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