Customer Service Guest Services

Tasha Brown, 843-***-****, adx3ar@r.postjobfree.com

TASHABROWN

Saint Helena Island, SC

Home: 843-***-****

adx3ar@r.postjobfree.com

u.S. Citizen

Experienced administrative, customer service and operations professional with 20+ years of experience. Strong detail oriented and multi-tasking professional with outstanding skills in identifying and bringing swift resolution to customer issues. Skills: Processing Payments, Data entry, Billing, Customer Service, Multi-line telephone skills, Customer Service, Problem-Solver, Team Builder, Team Player, Human Resources. EDUCATION

11/2008 - Associate of Science, Criminal Justice, University of Phoenix, Tempe, AZ 02/2012 - Bachelor of Science, Criminal Justice Administration, University of Phoenix, Tempe, AZ

WORK EXPERIENCE

Guest Services Manager, March 2002 - Present

Fripp Island Resort, 302 Tarpon Blvd., Fripp Island, s.c. 29920 Salary: $43,014; 40 hours/week

Supervisor: Karen Montano 843-***-****)

CLERICAL/ADMINISTRATIVE SUPPORT: Provide full-service clerical/administrative support that includes scanning, copying, preparing work orders, troubleshooting tickets, and preparing letters and memoranda for distribution. Compute bills, collect payments and make charges for guest at checkout.

CUSTOMER SERVICE: Responsible for handling all guest and guest relations issues. Provide emergency notification for guest; ensures that personal belongings deposited by the guest and lost & found items are safeguarded and secure. Assess the needs of guest and employees and provided them with an appropriate solution using the highest level of customer service. DECISION MAKING: Responsible for supervising guest services staff, assigning duties and training new members of the staff. Plan, establish and schedule leave, set performance standards and make decisions regarding the selection of the most suitable applicants for vacancies, determine performance ratings and training needs, prepare, and recommend disciplinary actions. Use sound judgement and decision making leading the guest services staff in handling and implementing all procedures related to the resort. Made appropriate adjustments to front desk operations to accommodate increases or decreases in walk-in traffic. ORAL COMMUNICATION: Excellent oral communication skills. Communicated with employees and guest in person and by phone in a variety of settings to resolve their issues promptly and professionally. Orally communicated with peers, subordinates and superiors in a manner that reflects the character, dignity, and outstanding reputation ofthe resort. Received callers providing exceptional listening skills to determine the nature of their call-in order to address their inquiries clearly and precisely in a professional manner. Able to translate and explain complex and technical information in a manner that is easily adaptable and understood to appropriate audiences.

TEAMWORK: Collaborated with other members of the guest services team to create strategies to improve the quality of services renders to guest. Lead guest services staff in handling and implementing procedures of the resort in a manner that provides the highest level of customer satisfaction. Organized work schedules in collaboration with the staff that kept absenteeism to a minimum and enabled the resort to the ability to provide the full suite of services for its guest around the clock.

TECHNICAL COMPETENCE: Used full suite of office automation and software to execute day to day operations. Operates multi-line telephone systems for guest to use 24/7. Manage accounts, network rights and access to all systems and equipment used by resort employees and guest. Strong knowledge, skills, and ability to manage, operate and maintain network and telecommunications systems, linked systems and peripherals. Strong knowledge and daily user of MS Windows, MS Office, and related systems.

WORKLOAD MANAGEMENT: Responsible for allocating duties to members of the guest services staff. Prioritize projects and tasks based on their importance and significance to the resort guest and leadership. Demonstrated excellent time management skills. Highly organized with strict adherence to deadlines. Proficient multitasker, always working well under pressure and tight deadlines.

OTHER PRIVATE SECTOR WORK EXPERIENCES

Store Manager (Sep 98 - Aug 01)

Dairy Queen-Brazier, 115 Sea Island Parkway, Beaufort, SC29907 Supervisor Wayne Bordeaux 843-***-****); may contact SUMMARY: Led front of house and back of house teams. Hiring and onboarding new employees. Trained staff of restaurant procedures. Received and positively resolved customer complaints. Recorded and managed payroll data. Managed inventory and finances achieving all financial objectives for the company.

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