Customer Service Manager

Experience

Guest Service Manager McDonald's - Hurst, Texas

As Guest Service Department Manager I'm responsible for making sure Crew and Managers deliver a great customer experience.

LISA L LESTER

Summary

MISSION To participate with an operation team in such a way that ensures customers are satisfied with products and services, increases company revenues, and allows team members to grow professionally.

Skills

Over 20 years of Customer Service/ Administration and Management

Night Audit/Front Desk Hampton Inn and Suites - Desoto, Texas

Greets and completes established check-in procedures for arriving guests.

P O Box 151052, Arlington, TEXAS 76105 Ph: 469-***-****

I make sure sales promotions are done well, that service staffs are trained in service and McCafe procedures, and the Front Counter, Drive-Thru, and McCafe areas are organized for the best service.

As a Guest Service Manager I'm also responsible for making sure the team meets service targets, such as Service Speed, Friendliness, and Accuracy.

Outstanding computer skills in MS Word, MS Excel, MS Access, data entry, outlook and online communications.

Regularly calculates and/or posts monies, receipts, guest accounts and other forms of credit using accurate, proper cash handling methods and maintain accurate hotel records.

Courteously answers inquiries and accepts reservations, both in person and by telephone, by accurately communicating hotel rates and information and by using suggestive selling techniques to sell room nights, increase occupancy

Facilitates guest departure (check-out) procedures in order to open the room for the next sell.

Ability to accept and follow instructions

Excellent follow-up skills

Ambitious self-starter

Critical Thinking

Time Management

Coordination

Judgment and Decision Making

Active Listening

Aug 2012-Present

Jun 2014-Jan 2015

Hotel Manager Extended Stay Deluxe - Las Colinas, Texas

Provided overall leadership, guidance, and direction to the hotel management team as it strived to provide the highest quality in standards and services.

Guest Services Representative Extended Stay Deluxe - Las Colinas, Texas

Greets guests in a warm and friendly manner using focus skills and personalized service.

CitiCapital Dallas Payment Center - Irving, Texas

OPERATIONS CONTROL SPECIALIST

Responsible for researching payments from customers and applying to accounts timely and accurately.

and revenue. Maintains good customer relations by keeping abreast of all in-house and area functions in order to answer questions and concerns with timely and knowledgeable responses, in person and on telephone.

Maintain Daily Statistic log for the department to track daily metrics.

Ensured that hotel and client financial obligations where met.

Informs guests of facilities, services and room amenities available at Extended Stay Hotels.

Shift reports and performs audit functions.

Backup for ensuring Metrics done daily.

Operates the PBX equipment by accepting incoming calls, assisting outgoing calls, scheduling and setting wake-up calls and paging guests to provide guests with timely and efficient service.

Controls cash transactions at the front des.

In addition, acted as the main liaison between the client and hotel staff.

Registers guests into hotel following established procedures, working in coordination with other employees or departments as required to ensure 100% guest satisfaction.

Processes payments "Fast and Flawlessly" following established procedures.

Responsible for maintaining the cleanliness of Front Desk and surrounding areas to uphold Extended Stay Hotels "Spotless" standards.

Assists guests by attempting to honor special requests for specific accommodations, and presents options when those requests cannot be met.

Prepare Housekeepers Assignment Sheets for the day.

Demonstrates a pleasant and enthusiastic demeanor at all times.

Coordinates front office acti.

Research unidentified payments by contracting branches, customers and other Internal Citigroup areas to resolve outstanding items.

Distribute Workflow.

Responsible for balancing all cash, check, credit card and city ledger accounts through verification.

Researches inquire and respond within a timely manner.

Dec 2010-Jul 2012

Feb 2008-Dec 2010

Oct 2000-Jan 2007

Oct 2000-Jan 2007

Education

Kaplan University

Avalon Medical School

TCJC Junior College

Eastern Hills High School

Additional Information

Certificate of Completions:

Tech Support PDS Technical Services - McCombs, MS

Help rovers around on Election Day to be the eyes and ears in the field.

Citicapital Credit Cards - Irving, Texas

QUALITY ASSURANCE SPECIALIST

Performed daily monitoring on incoming and outgoing calls to issue that representative where following procedures in a professional and timely manner.

Customer Service Representative United States Auto Club - Irving, Texas

Answered incoming calls for Ford, Jaguar, Porsche and USAC members in a timely and professional manner to provide quality roadside assistance by taking the customers information and dispatching roadside services.

Quality Assurance Specialist

Monitor and schedule representatives on Teknekron.

Month end reports for manager.

Listen to recorded sessions and grade according to company standards.

Reconcile and prepare daily spread sheets for all refunds for each system to be sent to A/P for processing.

Send out confirmations to External customers advising when request have been accepted and completed.

Process refunds to External and Internal customers in a timely and accurately.

Provide regular feedback to Management and representatives as to recurring problems observed that are causing productivity inefficiencies.

Citicapital (USAC AUTO CLUB) Formerly Known as The Associates.

Provide regular feedback to Management as to recurring problems observed that are causing productivity inefficiencies.

Prepared Month end reports for manager.

Resolved escalated issues at the request of management regarding check request.

May 2000-Oct 2000

May 2000-Oct 2000

Jul 1997-Apr 2000 Jul 1997-Apr 2000 Attended team building meetings with supervisors and representatives.

Jul 1995-Jul 1997

Jun 2006

Reports back problems to County Technician concerning voting machines in the county.

Dec 2015

Jan 1994

Jan 1990

Jan 1988

* Leadership to Improve Performance * Fraud Awareness * Positive Change Workshop * Securing Our Future * Compliance Module I & II 2005 * Harvard Manage Mentor - Becoming a Manager * Harvard Manage Mentor - Managing Your Time * Harvard Manage Mentor - Managing Your Career * Harvard Manage Mentor - Writing for Business * Harvard Manage Mentor - Setting Goals * Harvard Manage Mentor - Leading a Team

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