Customer Service Supervisor

William E. Jantzen

***** *. ****** *** • Aurora, CO 80013 • **********@*****.*** • 731-***-****

An outgoing, dedicated and motivated individual with more than seven years of experience as a Housekeeping

Supervisor, Lead Guest Services Representative, Night Auditor and Front Office Supervisor in the Hotel industry

with an extensive understanding of all aspects within and around the hotel while maintaining expectations and

standards set by the company.

Summary of Qualifications

• Experienced Team Leader entrusted by Management with oversight and development of associates.

• Supportive Team Member meeting individual and organizational goals with a high level of integrity and

attention to detail.

• Ensuring excellent guest relations, building guest loyalty and added value through a combination of

service, leadership and teamwork, resolving issues with empathy, tact and diplomacy.

• Ability to following instructions and take appropriate action with minimal supervision.

• Pragmatic and principled; comfortable in exercising managerial direction in decision making.

• Dependable and reliable, demonstrating ability to work in fast-paced and challenging environment.

• Proficient in Microsoft Excel, Word, Publisher and Outlook

Professional Experience

Red Lion Denver Southeast Hotel August 2013 - Present

A 476 room full service hotel located near Cherry Creek State Park

Front Office Supervisor

• Registration/Customer Service

• Extensive Data Entry

• Balance of Cash Drawer

• Booking of Guest Reservations

• Weekly Scheduling

• Implementing SOP’s as needed

Aloft Denver International Airport, Aurora, CO July 2012 – August 2013

A 144 room state of the art loft inspired designed hotel located near DIA catering to business and pleasure

travelers

Night Auditor/Guest Services Agent

• Registration/Customer Service

• Extensive data entry

• Booking of Guest Reservations

• Balance of cash drawer

• Retail inventory, restocking and monthly inventory

The Carriage House Timeshare Association, Las Vegas, NV Mar 2006 – May 2012

A 155 room Timeshare hotel just off “The Las Vegas Strip” with 7000+ owners and 55+ employees dedicated to

bringing excellent service and comfort to those who travel through the Las Vegas area with giving them the

feeling of “a home away from home”

Lead Guest Services Representative

• Part-time help as needed; Full-time Oct 2010 – May 2012

• Booking of Owner and Guest Reservations

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William E. Jantzen

• Extensive data entry and data base purging

• Registration/Customer Service

• Balance of cash drawer

• Retail Mini Mart inventory, restocking and monthly inventory

• Concierge services including selling show tickets/tours, arranging rental cars/transportation, booking

dinner reservations.

Housekeeping Supervisor Mar 2006 – Oct 2010

• Daily review of the efficiency of the Housekeeping Department including staffing, overtime, room turn-

over time and quality while matching or exceeding company standards and/or procedures

• Monthly Employee and Supervisor work and vacation schedules

• Responsible for ordering and purchasing of all Departmental and Guest Room supplies.

• Purchase Ordering

• Conducted Quarterly Linen Inventory

• Implementing new SOP’s as needed

• Knowledge and implementation of OSHA and MSDS requirements

Houseman Sep 2005 - Mar 2006

• Strip and remove all linen and trash from dirty rooms

• Vacuum and turn in all ready rooms to Supervisor

• Replenish maids’ cart and departmental supplies

Additional Employment

The Bisch Group Security Company, Las Vegas, NV Oct 2004 – Aug 2005

• Security Guard

American Eagle Outfitter, Lone Tree, CO Apr 2002 – Feb 2003

• Sales Associate

Education

Cheery Creek High School, Englewood, CO

High School Diploma - 2004

Training and Accomplishments

• OPERA Applications (2013)

• Galaxy and LightSpeed Applications (2012)

• Resort Data Processing for Windows (2006-2012)

• 18th International Tourism Safety Conference (2011)

• Tourism Oriented Policing and Protective Services Certification (2011)

• First Aid, CPR and AED Training (2010)

• Conducting Effective Accessibility Surveys Part I & II (2010)

• Waxie Hard Floor Care (2009)

• Fire Extinguisher Education and Awareness (2008)

• Outrigger Lodging Services (OLS) Management Conference @ Green Valley Ranch (2008)

• OLS “Making A Difference Award” (2007)

• Superior Service Recognition from Interval International (2007)

• OLS Management Conference @ South Point (2006)

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