Darlene Gray

acybbf@r.postjobfree.com

CAREER OVERVIEW

Highly enthusiastic customer service professional with 15 years hotel experience. Dedicated to

providing excellent Customer Service, motivated to assist in maintaining customer satisfaction and

contribute to company success.

CORE STRENGTHS

Active listening skills Courteous demeanor

Strong organizational skills Energetic work attitude

Sharp problem solver Large cash/check deposits expert

Adaptive team player

ACCOMPLISHMENTS

Customer Interface

Greeted customers upon entrance and handled all cash and credit transactions.

Assisted customers over the phone regarding resort operations, product, and promotions.

Assisted all other hotel departments when needed.

WORK EXPERIENCE

Night Manager, 12/2005 to 07/2016

Evans Resorts

San Diego, California

Created training manuals targeted at resolving even the most difficult customer issues.

Interviewed, hired and trained new quality customer service representatives. Addressed negative

customer feedback immediately. Effectively communicated with team members to maintain clearly

defined expectations. Effectively managed departmental expenses to stay within allocated budget.

Resolved customer questions, issues and complaints. Crosstrained and provided backup for other

customer service representatives when needed. Provided upper management with a nightly report.

Submitted my departments payroll as well as making a weekly schedule for staff members.

Night Audit, 04/2005 to 12/2005

US Grant Hotel

San Diego, CA

Greet the remaining guest into hotel, charge no show reservations and post the daily parking

charges. Responsible for daily audit for all outlets in the hotel. Provide a nightly report for the Front

Office Manager.

Graveyard Operator, 02/2000 to 03/2005

Manchester Grand Hyatt

San Diego, California

Transferred all incoming calls to proper departments or guest rooms. Responsible for all wake up

calls for the guest. Installed all phone lines for conferences.

EDUCATIONAL BACKGROUND

Communications, 2015

San Diego City College

San Diego, California, United States

African American Studies, 2018

San Diego City/Mesa

San Diego, California, United States

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