Customer Service Manager

Sonny Dhana

***** ******* *** ***** ( Spring, TX 77379 ( Phone: 832-***-**** ( E-

mail: *************@*****.***

EXPERIENCE

Best Western Inn & Suites

Jan 2009 - Present

Guest Service Manager Houston, TX

> Supervised and managed 10 person team and advanced team member

performance by continued professional development, conducting

counseling and providing evaluations

> Delivered customer service excellence training for staff by

providing organization best practices in order to drive customer

focused change

> Responded to inquiries from customers, regulatory agencies, or

members of the business community and resolved issues and

complaints in a timely, efficient, and friendly manner

> Responsible for sourcing and delivering materials and services at

lowest life-cycle cost for all ongoing hotel operations, including

efficient warehousing and payment processes

> Initiated and implemented marketing up-selling techniques to

promote hotel services and facilities to maximize room occupancy

and overall revenue

> Implemented a continuous auditing process to ensure compliance with

corporate processes

Clarion Inn - Days Hotel

June 2007 - July 2008

Guest Services Agent Houston, TX

> Acted as supply chain coordinator for suppliers of hotel materials

and services. Duties included supplier visits, meetings, and

coordination with customers and suppliers at all levels of the

organization

> Persistently and successfully managed customer accounts via

telephone and email, to ensure continued business

> Managed customer expectations by delivering on time performance and

quality assurance

> Effectively managed various priorities and workloads to meet goals

> Prepared daily reports and analyzed data in order to make informed

marketing decisions

> Obtained data and prepared bid summary for price comparison of

local competing event venues

> Prepared lodging quotes for large business accounts for competitive

market place rates

Accomplishments

> Increased sales by 20% over the course of two years by achieving

repetitive business and significant guest referrals.

> Successfully implemented cost and time saving procedures for hotel

shuttle operations

Positive customer reviews via tripadvisor.com

EDUCATION

University of Houston Houston, TX

Bachelor of Science in Business Management

May 2002

COMPUTER SKILLS

Operating Systems: Windows XP, Windows Vista,

Windows 7, MAC OS X

Software: MS Excel, MS Outlook, MS PowerPoint, MS Word, User

Knowledge of SAP

Contact this candidate