Customer Service Manager

Mariana Gutierrez

(C) 425-***-**** (E) ******.****@*******.***

Executive Summary

Excellent communicator with solid experience managing multiple departments, while

focusing on business revenue and customer service.

Core Qualifications

Over 10 years’ experience in Work under pressure and meet

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Hospitality deadlines and cope with

Remains calm and effective in interruptions

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high pressure and emergency Communicate effectively, both

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situations orally and in writing

Capable of identifying problems Work with minimum supervision

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and initiate solutions Bilingual in Spanish.

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Professional Experience

11/2010 - Current Quality Inn & Suites Hotel - Everett, WA

General Manager

● Increased profits by developing, initiating, and managing sales and marketing

programs.

● Prepared contract documents and correspondence; Act as liaison

between owner and corporations, general contractors and sub-trades.

● Review, monitor and implement Choice Hotels policies and procedures to

ensure that standards are being met in a timely fashion.

● Accurately forecast revenues and expenses.

● Responsibilities include accounts receivable-payable and payroll.

● Provide leadership, training and management for entire staff.

● Attend tourism trade fairs and exhibitions.

Quality Inn & Suites Hotel - Everett, WA

06/2005 - 11/2010

Guest Services Manager

● Managed front desk and work closely with all department heads.

● Prepared contract documents and correspondence.

● Collaborated with general manager on projects, forecasting and implement

budgets.

● Generate daily reports and schedule staff.

● Administering and enforcing hotel policies and procedures.

Education

La Salle University

2000-2005

Bachelor’s Business Administration

Certifications: (HOST) Hotel Management Certification; Fire Safety and Advanced

First Aid

References – Available upon request

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