Customer Service Manager
Resume:
CATHERINE ANNE FAIR
*****************@*****.***
HOSPITALITY CONSULTANT
HOTEL AND HOSPITALITY MANAGEMENT
SUMMARY
Qualified Concierge with 20+ years of progressive experience in the hospitality industry and a specialization in 5-Star service. Current, on the pulse awareness of San Francisco restaurants, museums, theaters and hot spots. Committed to providing guaranteed customer satisfaction by using a personable, customized approach to service. Expertise in staff management, guest services, and managing hospitality
Operations.
CORE COMPETENCIES
5 Star Guest Services
Staff Training
Payroll/ Financial Records
Housekeeping Administration
Event Planning
Inventory Control
ACCOMPLISHMENTS
General Operations
Effectively managed payroll, daily scheduling, compensation packages, vacation bids, and time clock punches for 250 associates. Customer/ Guest Services
Provided top quality, customized service for guests within a high-volume 1500-room Marriott hotel.
Served as Account Services Manager for platinum and top tier customers and oversaw VIP services.
Hospitality Staff Management
Developed expertise in hospitality management in several departments including guest’s services and housekeeping. Food Service/ Catering
Managed food service and ordered 3k lunches for Kohlberg, Kravis, and Roberts investment firm staff in support of substantial business transactions.
PROFESSIONAL EXPERIENCE
Best Collateral Loan and Pawn Store- 1860 Norfolk San Mateo
August 2016 to July 2017
Certified Gemologist with diamonds, colored stones and gold. Achieved store goals, processed loans, researched collateral value. Calculated proportions, percentages and loans to ensure exceptional customer satisfaction.
The Scarlet Huntington Hotel- San Francisco Concierge Manager on duty
September 2015 -2016 Concierge takes care of all Guest requests providing world class customer service. Must be able to qualify guest requests to maximize guest’s experience. Responsible for VIPs including high- value and repeating guests, celebrities, groups, opera / symphony artists and Grace International. Working with guest to obtain car rentals, limousine transfers, tour buses, bicycle rentals, large groups for dinners, transportation, tours, entertainment, and special requests.
Restaurant reservations- a thorough knowledge of hundreds of restaurants in San Francisco and surrounding cities.
Tour and sightseeing reservations and recommendation including wine country. Must know location and hours of all major and specialty retail stores. Knowledge of the San Francisco and Bay Area and ongoing special events. Thorough knowledge of local transit options including Cable Cars, Bart, Busses and trolleys. Knowledge of local sports teams and sporting venues and obtaining tickets. Directions to services such as Hair Salons and Barbers, tailors, Drug stores and luggage repair. Knowledge of Current Theater, Comedy, Music, Opera, Ballet and local, regional museums. Arrange amenities for guest including flowers, Champagne, candy.
Ship items for guests including wine, luggage, purchases, and trade material. Performs other tasks or projects as assigned by Hotel management. Maintain confidentiality of guest information and pertinent hotel data.
Attends and participates in Northern Ca. Concierge Association meeting and events.
Manager on Duty Scarlet Huntington All issues land on the MOD desk . Responsible for all employees on premises. Housekeeping, Room Service, Front of the House, Security, Engineering, Nob Hill Spa, Big 4. Performance, standards of service, conflicts between employees, discipline. The MOD is the eyes and ears of the general manager. Hotel, spa and restaurant guest issues. Complaints, misbehavior, illness/ injury, emergencies. Manage crises- Natural disasters such as fire, earthquake. Property malfunctions like power outages, plumbing leaks. Mod coordinates and communicates between other Managers. Knowledge of Hotel Plant operations. Assist and check daily the Business Center.
Tomatina- Open restaurant San Mateo
December 2015 to June 2016
Bartender / Server
Concierge
April 2009- October 2012
The Ritz Carlton Club and Residence- San Francisco, CA
Managed multiple hospitality functions for a high-end luxury hotel in alignment with the Ritz Carlton's philosophy and service values.
Customized service by referring to guests by name and responding promptly to requests for rental cars, itineraries, and directions.
Maintained guest accounts by reserving rooms, issuing room keys, and maintaining records. Performed financial functions including bookkeeping, account balancing, and auditing.
Enhanced improved customer service by recording guest comments or complaints for management.
Senior Housekeeping Administrator
2004 - 2009
San Francisco Marriott Marquis (1991-2009)
Promoted from previous position to direct operations of the Housekeeping Department within a fast paced, dynamic hotel chain setting.
Oversaw scheduling and workflow of housekeeping personnel to assure adequate coverage.
Promoted staff development of new hires and organizational cohesion by leading orientations featuring proper property practices, procedures, and guest service standards.
Facilitated communication between hourly employees and management, while providing administrative support to two Directors and four Managers. Generated detailed reports using IMS, Word, and Excel.
Front Desk Associate
2003- 2004
Served as initial point of contact for guests at a 1500-room hotel while assuring excellent service and maintaining facility security.
Promptly checked in guests by verifying confidential information.
Managed correspondence by taking and distributing messages and faxes for guests.
Concierge Supervisor, Assistant Chief
2000-2003
Oversaw several operational functions including staff management of 18 concierges and inventory control for the Marriott. Attended to a dynamic range of guests needs in the lobby 40 hours a week in support of a high-volume 1500-room convention hotel.
Managed employee schedules to maintain proper coverage
. Performed food and supply ordering as needed.
EDUCATION AND TRAINING
Member of Northern California Concierge Association.
Gateway: Microsoft Excel Training
CompUSA: Microsoft Word and PowerPoint Training, Notary, GIA certificate in Jewelry.
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