Customer Service Hospitality Management

MICHELLE BUTLER

**** ***** **** ****** #***, SANTA CLARA, CA 95054

510-***-****

************@*****.***

Have worked with diverse populations through formal education and past work experiences.

Education

HOSPITALITY MANAGEMENT – Hospitality Management/ A.S. DEGREE / Mission College – May 2024

CULINARY ARTS CERTIFCATION / LANEY COLLEGE – May 2004

Experience

Holiday Inn and Suites, Milpitas ca

· Answer the property phone and take messages when required.

· Efficiently check guests in and out of the property.

· Post all valid charges to guest accounts in an accurate and timely manner.

· Update IVANI reservation rates to the daily ADR when hotel occupancy is above 95%.

· Clean the front and back office.

· Run availability report.

· Balance shift cash, check and credit transactions.

· Complete all administrative documentation in an accurate and timely manner.

· Complete checklist tasks fully, and within shift.

· Maintain an inventory of special guest request items (i.e., cribs or sports equipment) as directed by FOM.

· Maintain the Guest Request/Complaint Log/Work orders and take ownership of all issues.

· Make, modify, and cancel guest reservations as required, noting any special requests.

· Proactively upsell and cross-sell where possible..

· Prepare check out folios for upcoming day’s departures.

· Prepare registration cards for upcoming day’s arrivals.

· Review guest ledger on a daily basis to take payment on in-house reservations with high balance.

· Sell items in the Market Place according to posted prices.

· Restock Suite Market Place as necessary.

· Update cash activity log on a daily basis.

· Ensure upcoming day’s third-party reservation deposits are collected and reservations are properly routed.

POSTAL SERVICE EMPLOYEE (PSE) SALES & CUSTOMER SERVICE/ DISTROBUTION / UNITED STATES POSTAL SERVICE, May 2022 - Present

• Performs numerous variety of sales and customer service at the retail window.

• Maintain sufficient inventory of selling stamps, shipping materials, services and merchandise.

• Issuing and cashing foreign and domestic postal money orders.

• Provides product and service information to customers, suggestive selling leads to an increase of moving merchandise.

• Shipping and receiving parcels.

• Passport duties include; verification of identification and photographs, administering oath, and reviewing application for completeness.

• Rents post office boxes, receive rental payments, conducts reference checks, and complete related forms.

BAR LEAD, LEVI STADIUM June 2017 - Present

Greet customers and create bonds. Effectively communicate with bar staff and customers to make sure great service is being provided.

Serving over 80 guests an hour, Average sales per game $8,000

Very personable, able to connect with customers and go above and beyond, which leads to improving customer’s experiences.

Maintain inventory on liquor, wine and cups. Ordering drinks and supplies.

Innovate and developing new drinks, leads to an increase in sales due to customers’ satisfaction

Train new employees/organize staff/delegate duties for special events.

Multitask efficiently

Great Interpersonal skills

Outstanding communication Skills

Exceptional Organizational skills

Time management Capability

Excellent Customer Service Ability

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