Manager Customer Service

Deborah Wright-Simorne

**** ***** ******* ******

Philadelphia, P 19133

Telephone: 215-***-****

************@*****.***

Objective To lead within an environment where integrity, character, and the both internal/external persons are valued. To retain talent and capture new business with a team work while working to reach my highest potential and to ensure maximizing revenues at a secured and stabilized entity within the hospitality industry.

Experience

Grand Lucayan Beach & Golf Resort July 1997 – present 2018 Fort Lauderdale Florida

Freeport, Grand Bahama Island

Director of Revenue Management: Responsibilities includes not limited for a 740 room complex beach front resort - analyzing data, budget preparation, forecasting, implementation of revenue strategies, create pricing for both room only and all inclusive rates, collaboration with marketing strategies with sales & marketing team, create promotions yielding strategies through distribution channels, handling of internal/external customer services relating to room revenue or reservations, contract negotiator for room rates for resort, and overseeing of revenue management best practices for improvement. Focus continues on managing hotel revenues in effort to exceed budget goals through full utilization of company systems, business processes and specifications.

Rooms Operations Manager - responsibility included not limited in overseeing all rooms related revenues including in house reservations, off site call center, front desk, guest services, concierge, housekeeping, with direct collaboration with the Sales and Marketing initiatives for the resort.

Human Resources: Resort Training Manager - responsible for the training of 1200 plus associates on company’s standard of procedures (SOP), building internal relations between associate and management for union property, customer service training, implementation of community programs, company mentorship program, management trainee (cross training) program with emphasis on front of the house associates such as front desk, concierge, guest service, bellman, housekeeping, and Resort Services

(formerly PBX) for Rooms Division operations . I am a Certified Hospitality Trainer.(CHT)

Reservations Manager – Responsible for overseeing all reservations and booking process for the resort. Review and analyze conversion ratios for internal reservations team and off site call center. Also responsible for managing rate channels and extranets including Sabre/Synxis, Travel Click, Expedia, Travelocity, Hotel Tonight, EZ Rez, Orbitz, Hotwire, Priceline Splendia, GetRooms, Booking.com, BookIt, Luxury Link, Deborah Wright-Simorne

2542 North Warnock Street

Philadelphia, P 19133

Telephone: 215-***-****

************@*****.***

Advantage, and more. PMS systems Galaxy UX, DELPHI, Opera, hotelier and Fidelio Front Office Manager – responsibility for the planning of the daily operational strategies to ensure guest expectations are exceeded for front of house. Duties included full training and supervise team, the planning and execution check in and checkout process for all guests. Handle any customer service matters that may arise and assist all rooms related departments such as VIP services, guest services, concierge, housekeeping, and bell services areas.

Grand Bahama Beach Hotel

Freeport, Grand Bahama Island January 1996 – June 1997 Front office Manager/ Weekend Duty Manager - Responsible for front office operations for a 522 room resort not limited to check in, check out, exceeding guest expectation, folio and billing process, and customer feedback. Acting General Manager/Resort Manager during weekend/or holidays duties in the absence of General Manager for all operational matters

Xanadu Beach Resort September 1992 - December 1995 Freeport, Grand Bahama Island

Front Office Operations– Responsible for all rooms related matters for reservations, front desk and concierge teams. Daily operations for the 200 room villas and marina vessels. Duties included exceeding guest expectations, training to ensure company’s compliance were being monitored, guest accounts; oversee bookings of accommodations, group check in processing, payroll, scheduling, and host weekly front of the house office management meetings. Hotel Information Systems (HIS) and Fidelio. Walt Disney Corporation June 1989- February 1992

Lake Buena Vista, Florida

Front Office Operations - Operations for Fort Wilderness resort, Grand Floridian resort, Disney’s Yacht Club & Beach resort (Opening team), and Disney’s Inn Golf resort. As a previous College Program recipient, pursued career choice within the hospitality field within a reputable company.

Deborah Wright-Simorne

2542 North Warnock Street

Philadelphia, P 19133

Telephone: 215-***-****

************@*****.***

Marriott Orlando World Center December 1989 January 1992 Orlando, Florida

Part time PBX Operator and Communications Operator Part time (December 1989-January 1992)

Oversee all telephone systems and business center activities

Responsible for handling all communication externally and internally Hershey Philadelphia Hotel September 1985-May 1989 Philadelphia, Pennsylvaina

Concierge and VIP Supervisor for Front Office Operations – Responsible for all VIP arrivals and planning their itineraries for Sports teams and local events. Check in and check out guests, settle accounts, and resolve and customer problems. Education Cornell University

Professional Development Program (PDF)

Certification - Revenue Management

Certification – Strategic Operations

Community College of Philadelphia

Degree in Hotel and Restaurant Management

Widener University of Delaware

Hotel and Restaurant Management

Walt Disney University

College Graduate Program

College of the Bahamas

Business Management Certification

Caribbean Management Certification (CaribCert)

Caribbean Hotel Association (CHA) Certified

Human Resources Management Certification

Profile

Both domestic and international experience

Certified Revenue Management

Certified Trainer (CHT) and Certified Train the Trainer program (Steve Covey)

Lions Club International member since 2013 – District 35

Toastmaster Club member since 2005 - District 47

Willing to relocate and travel

References upon Request

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