ANNA BARCLAY

Sedona, Arizona 802-***-**** adi9up@r.postjobfree.com Linkedin.com/in/anna-barclay-04314258/

SUMMARY

Enthusiastic Front Office Manager with 12 years of experience in customer service roles and 6 years in Guest Services Management. Unwaveringly positive professional who specializes in attention to detail, guest and associate satisfaction and problem solving. A Luxury Guest Service expert who helped achieve multiple accolades including USA Today’s #2 Best Romantic Hotel in the US 2020, with a proven track record in Luxury Hospitality.

COMPETENCIES

• Attention to Detail & Accuracy • Customer Service

• Problem Solving • People Management

• Training • Collaborating

EXPERIENCE

Front Office Manager (Director Level)

ENCHANTMENT RESORT May 2019– Current

A Four Diamond Resort with 400 team members specializing in luxury hospitality with approximately $30M in annual revenue.

Lead a Leadership Team and Guest Services team members, encouraged growth and teamwork throughout the resort as part of a Guest Services Committee.

• Created an innovative VIP guest program to enhance customer service and guest satisfaction. Collaborated with on property and off property vendors in detail from start to finish.

• Initiated a Guest Service Employee Recognition Program with the Guest Services Leadership Team to celebrate exceptional customer service. Coached members of the leadership team on budgeting and collaboration between departments.

• Implemented team member cross-training enhancing collaboration between individuals and entire departments. Allowing each other to experience the details of different areas increased understanding, relationships and overall customer service. Guest Services team members trained in other departments as well as other Guest Services positions.

Manager in Training/Front Desk Manager

ENCHANTMENT RESORT May 2014– May 2019

A Four Diamond Resort with 400 employees specializing in luxury hospitality with approximately $30M in annual revenue.

Oversaw the Front Office team members, ensuring all were properly trained in luxury customer service and ready to solve problems as a team.

• Trained with Housekeeping and Guest Services Departments to better understand the rooms division and use the knowledge to solve problems and improve customer service.

• Created SOPs for Guest Services Operations with attention to detail to assist new hire training.

• Assisted installing a PBX Telephone Operator position, created standards and a training manual and helped with any bumps that come with a new position.

Front Office Intern

TETON MOUNTAIN LODGE AND SPA May 2013 – August 2013

A Four Diamond Resort with 300 employees specializing in luxury hospitality with approximately $7.5M in annual revenue.

• Trained in multiple areas of Guest Services to absorb as much knowledge and experience as possible and build on my degree.

EDUCATION

Bachelors Degree (Hospitality and Tourism Management) Purdue University (West Lafayette, Indiana)

Languages: English (Native)

Computer skills: OnTrack, Visual1, Paycom, Excel (intermediate)

Awards: Leader of the Quarter—Enchantment Resort (2018)

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