Customer Service Manager

Dalida Wong

** ******** ****, ******** ** ***** Telephone: 781-***-**** Email: **********@*****.***

Experience: Park Plaza Hotel & Towers, Boston MA Nov.2012 - Present

Housekeeping Floor Manager

* Supervise all housekeeping staff on any daily assigned floors, with over 150 employees within the department in a 1,053 room’s hotel. Room inspections on a daily basis to all room attendants on the respective floors assigned. Keep reception informed of all room statuses and guest issues. Manage evening staff and keep all room attendants assignments up to date in the system.

Sheraton Colonial Hotel & Conference Center, Wakefield, MA April, 2011 – Nov.2012

Front-Desk, Housekeeping and Restaurant Supervisor

* Supervises work responsibilities and schedules for staff in three departments; provides guidance and training to 50 employees in a 280-room hotel; assists and oversees guests, handles all issues and special requests on an as-needed basis.

Courtyard by Marriott Logan Airport, Boston, MA Aug. 2010 – April, 2011

Housekeeping Supervisor

* Supervised work activities and schedules of 34 cleaning personnel to ensure clean, orderly and attractive rooms in a 351-room hotel; assigned duties; inspected staff work upon completion; investigated complaints regarding housekeeping service and equipment; coordinated necessary repairs with vendors; and implemented corrective action as necessary.

Sheraton Ferncroft Resort, Danvers, MA July, 2007 – Aug. 2009

Reservation Agent (Nov. 2008 – Aug. 2009)

* Transferred responsibilities to the staff within the Resort; assisted with customer service issues; scheduled reservations for the property; and provided guidance and service for guests.

Front-Desk Supervisor (July, 2007 – Nov. 2008)

* Managed front office staff; assisted guests with special requests and personal needs in the entire 365-room resort, including requests affiliated with the indoor water park; and coordinated reservation schedules in the absence of the Front Office Manager.

Skills:

* Extensive restaurant, housekeeping and hotel front-office experience.

* Experience with Microsoft office package, Windows, Opera, Fosse, Galaxy and Lightspeed lodging management software programs.

* Fluent in English and Spanish.

Education: Bay State College, Boston, MA Jan. 2010 – May, 2013

Major: Hospitality Management

Bachelor of Science Program

North Shore Community College, Danvers, MA Sept. 2005 – May, 2008

Major: Travel, Tourism and Hospitality

Received Associates Degree

References: Available upon request

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