WAYNE LYN

ad2rq7@r.postjobfree.com 917-***-****

Charlotte, NC 28204

SUMMARY

I am a motivated conscientious professional who is capable of balancing multiple tasks and priorities, seamlessly while delivering the highest level of customer service. Also, fosters positive relationships with guests to promote customer loyalty. Dedicated service professional offering over Eighteen (18) years in the hospitality industry, seeks employment at your hotel or company.

SKILLS

•Exceptional interpersonal communication

•Reception Console

•Customer Relationship Management Software (CRM)

•MS Windows Proficient: MS Word, Excel, Power Point

•Hotel Software Systems: OnQ, Holidex/Holidex2000

•Effective problem solver

•Night Vision, MSI, Galaxy, LightSpeed, Fedelity, Encore Systems

•Exceptional telephone etiquette

•Staff Management

•Contract Management

•Risk Management

•Consulting

•Business Planning

•Organizational Management

•Executive Leadership

•Administrative Leadership

•Excellent Time Management Skills

•Effective Workflow Management

EXPERIENCE

GUEST SERVICE SUPERVISOR

Doubletree Suites by Hilton SouthPark Charlotte, NC Apr 2023-Present

•Overseeing guest relations: Ensuring positive intereactions by addressing guest concerns and ensuring their satisfaction.

•Staff supervision: Managing the performance of front desk personnel, concierge, and other guest service staff.

•Training and development: Providing ongoing training to staff to enhance their customer service skills and keep them informed about hotel policies.

•Resolving issues: Handling escalted guest issues and find effective solutions to ensure a smooth guest experience.

•Daily operations: Supervising the daily operations of the front desk, check-ins, check-outs, and manage room assignments efficiently.

•Quality control: Maintaining high standards of service by reguarly evaluating and improving guest service procedures.

•Reporting and analysis: Generating reports on guest feedback, occupancy rates, and other relevant data for management review and decision-making.

CEO/CUSTOMER SERVICE CONSULTANT

Arte Couture Consulting Services Charlotte, NC Jun 2007-Current

•Developed strategic plans and objectives to ensure organizational growth and profitability.

•Created financial models to forecast future business performance and identify areas of improvement.

•Established policies, procedures, and protocols to improve operational efficiency.

•Negotiated contracts with vendors, suppliers, and partners.

•Led the recruitment process for executive-level positions within the organization.

•Oversaw all aspects of financial management, including budgeting and forecasting.

•Evaluated current products and services in order to develop strategies for improvement.

NIGHT MANAGER

THE IVEY'S HOTEL Charlotte, NC Apr 2017

•Welcome guests to property, made reservations, check in and checkout Answer telephone calls and route to appropriate individuals

•Print daily reports through the completion of shift and communicate with first shift Provide creative resolutions to guests' issues and problems

•Balancing and auditing room, F&B charges and receipts

•Posting and balancing daily charges

•Review accounts to ensure that all necessary procedures are followed & maintained Complete worksheets/reports for Airline members and F&B

•Audit & transmit credit cards to banks for payment accurately

•Perform Manager on Duty (MOD) Responsibilities.

LEAD GUEST SERVICE/HSKPG INSPECTOR

SHERATON CHARLOTTE HOTEL Charlotte, NC Mar 2013

•Welcome guests to property Answer telephone calls and route them to appropriate departments

•Complete check-in of guests into the hotel and orientate them

•Provide concierge service to all guests both in-house and transient

•Analyze and resolve guest issues with regards to hotel policies and procedures

•Make and confirm reservations for guests, if necessary

•Train and supervise new hires, report and give feedbacks to management re: training exercise/programs

•Inspect room attendants quality of work, ensure that brand standards are met

•Checking the overall status of guest rooms Ensure Cleanliness in all areas Ensure overall room attendants productivity

FRONT OFFICE MANAGER

HILTON GARDEN INN UPTOWN Charlotte, NC Jun 2004

•Greeted, registered and assigned rooms to guests of hotel

•Answer department telephone calls within three (3) rings, using correct salutations and telephone etiquette

•Made and confirmed reservations

•Verified customers' credit and established how the customer would pay for the accommodation

•Compute bills, collected payments and made change for guests

•Recommend top dining and entertainment options for guests in the Uptown or nearby vicinity

•Develop departmental objectives, work schedules, budgets and policies

•Update team members about changes in hotel products, services, pricing and policies

•Delivered messages, mail and packages left for guests and hotel facilities in a timely manner

•Resolve service-related problems in a timely manner

•Recruit and train new members of the guest service team and supervise them.

SALES/WARDROBE CONSULTANT

ANN TAYLOR LOFT Raleigh/Charlotte, NC Feb 2002

•Welcome and greeted customers: market in store items and provide help in locating them

•Participate in inventory counts periodically

•Assist in creating pre-season marketing plans to support department and divisional strategies

•Organize store merchandise racks by size, style and color to promote visually appealing environment

•Built long - term customer relationships and advise customers on purchases and promotions

•Help drive sales goals and achieve monthly quotas

•Create and maintain an organized database to develop promotional sales

•Dedicated to continued improving sales abilities and product knowledge

•Achieve sales goals and service performance requirements of high dollar amounts through new customers

GUEST SERVICE AGENT/AUDITOR

HOLIDAY INN CRABTREE Raleigh, NC Feb 2001

•Welcome guests to property, made reservations, check in and checkout Answer telephone calls and route to appropriate individuals

•Print daily reports through the completion of shift and communicate with first shift accordingly Provide creative resolutions to guests' issues and problems

•Balancing and auditing room, F&B charges and receipts

•Posting and balancing daily charges

•Review accounts to ensure that all necessary procedures are followed and maintained

•Complete worksheets/reports for Airline members and F&B

•Transmit credit cards to banks for payment accurately

•Perform Manager on Duty (MOD) Responsibilities.

ASST. GUEST SERVICE MANAGER

SHERATON IMPERIAL HOTEL RTP, NC Feb 2001

•Welcome and greet guests: route switchboard calls to various departments as requested

•Balance and monitored cash drawer daily Made and confirmed reservations

•Post charges for rooms, food, liquor, or telephone calls, to ledgers manually or by using computers

•Verified customers' credit and established how the customer would pay for the accommodation

•Recommend top dining and entertainment options for guests in the local area

•Run appropriate reports/ledgers to meet shift requirements Improve customer service ratings through internal Customer Appreciation Day advertisement

•Coordinate guest service efforts to include group arrivals, departures, and guest transportation

EDUCATION AND TRAINING

Bachelor of Science: Business Administration, Management

Shaw University - Raleigh, NC January 2000

CERTIFICATIONS

•Day Audit Certificate

•Front Desk Supervisor Certificate

•Guest Service Manager Certificate

•Sales Essential Certificate

•Housekeeping Management Certificate

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