Hospitality Manager Product Line
Resume:
ROBERT J
STEPHENS
**********@***.***
lorida 33462
S K I L L S
Hospitality Manager
Multi-department
management
Customer service
Train staff
Coordinate department
activities
Serve guests
Promote services
Motivation
Problem-solving
Multitasking
Customer relations
AWARDS
CORDIALS BED AND
BREAKFAST CHOSEN AS ONE
OF THE THEMED WINNERS IN
THE BEST OF
BEDANDBREAKFAST.COM
AWARDS. 2007-2008.
Awards were presented based
upon a qualitative and
quantitative review of the nearly
10,000 independent reviews
submitted to
BedandBreakfast.com.
P R O F E S S I O N A L S UMMARY
Ready to serve customers and improve procedures as well-qualified hotel front desk agent. Coordinates activities across departments for smooth guest support.
Proficient in Hotel Management Software.
Service-oriented hospitality leader with proven record overseeing efficient operations of a Bed and Breakfast. Satisfies guests consistently by directing team members to deliver top-notch service and create memorable experiences.
Organized and attentive Manager with strong background and expertise in multiple departments and and solving routine problems without oversight.
Excellent customer service skills with focus on giving customers unique experiences. Serves customers effectively with attention to detail and hardworking approach. focused on going above and beyond to support team and serve customers and to quickly learn new processes.
Hardworking and reliable,
Polished and professional in attitude and appearance. E X P E R I E N C E
H O S P I T A L I T Y M A N A G E R
Cordials Bed and Breakfast
New Hope, PA
January 2000 - January 2013
Created, developed, and implemented effective organizational strategy for front desk operations.
Answered inquiries pertaining to hotel policies and services, and resolved guests complaints.
Set seasonal rates for different types of rooms, established budgets and allocated funds to maintain profitable operation. Inspected property to identify functionality, compliance, and
"Spotless" housekeeping.
Engaged guests and staff to resolve issues and challenges in positive way.
Increased the property's business by improving the marketing and advertising strategies.
Improved guest satisfaction scores dramatically with enhanced customer service strategies and by providing knowledgeable service and quick resolutions for all complaints. . Oversaw the operation of the front desk, including greeting, registering and checking out guests.
Served all manner of guest needs, including setting up dinner reservations and booking them tickets to local attractions. O P E R A T I O N S M A N A G E R
Waterford Crystal
Wall Township, NJ
CORDIALS BED AND
BREAKFAST HAD BEEN
SELECTED AS A BEST OF THE
MID-ATLANTIC WINNER.
2008-2009
Based upon the excellent
reviews posted by your guests
during the past year.
The BedandBreakfast.com
Awards are based on
both qualitative and quantitative
analysis.
Article written by Joanna Wilson
in Bucks County Town &
Country Living. Summer 2004.
A Way of Life Dedicated to
Keeping Cordials cordial
January 1990 - January 2000
Recognized for excellence in building and motivating management and hourly teams.
Promoted ideas of team collaboration, continuous professional development, and optimal performance to build success- oriented culture.
Maintained an onsite presence to ensure operations departments and teams met all company operational standards.
Taught employees how to resolve problems independently and meet targets through effective training programs.
O P E R A T I O N S S U P E R V I S O R
Waterford Crystal
Wall Township, NJ
January 1985 - January 1989
Recommended and implemented procedural changes to enhance services rendered to customers.
Supervised Picking, Packing, Returns, Shipping and Receiving Departments.
Supported human resources initiatives by connecting with employees and proactively solving problems.
C U S T O M E R S E R V I C E R E P R E S E N T A T I V E Waterford Crystal
Wall Township, NJ
January 1980 - January 1984
Independently handled problems such as incomplete orders to help customers get their items on-time.
Verified the accuracy of the customer's information and their order details to prevent errors and delays.
Utilized organization's computer system to look up and record information concerning member accounts.
Completed paperwork associated with merchandise, price adjustments, and customer returns.
Built strong knowledge of product line to assist customers in selecting products meeting highly personal needs.
Implemented best practices in fostering exceptional customer care support and satisfying customers.
E D U C A T I O N
H I G H S C H O O L D I P L O M A
West Orange High
West Orange, NJ
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