Guest Services Front Desk

RESUME

CONDON MAUREEN PROCTOR

**** ********* ** *

Raleigh,NC 27610

TEL: 984-***-****

E-MAIL: ********@*******.***

Objective:

Highly organized, self-motivated professional with excellent written, verbal communication and decision-making skills. Strong attention to details, proactive, and keen ability to anticipate needs. Professional Experience:

LAGOON GROUP/RISING SUN TOURS

Event Planner- February 14th, 2014 to Present

Plan event and ensure that they are executed in a timely and professional manner at all times CAPJULUCA RESORT

Guest Services Manager – October 1, 2007 to Present (4 + years) 1. Manage and oversee the daily operations of guest services department Leading a team of 25 Guest Services Representatives inclusive of Front Desk/Reception/Concierge, Bell Staff, Greeters, Spa Services and Tennis.

2. Interacts with the Security, Housekeeping, Reservations, and Engineering departments to evaluate and authorize proper compensation for guest inconveniences and all other hotel related issues

3. Enhanced and increased patron loyalty by building strong relationships with frequent customers.

4. Attended and responded to all customer concerns and issues to promote return visitation thereby displaying high level of customer service skills when assisting guests. 5. Create, customize and modify daily scheduling for Guest Service Representatives depending on business needs to deliver effective guest service. Provide continuous departmental training to allow for consistency in service. 6. Evaluate, coach, counsel and/or discipline staff. 7. Supervise the hiring of team members for the department, including interviewing and recruitment with the assistance of Human Resources. 8. Monitors the fiscal budget and operations for my department Possess strong organizational skills and attention to details. Reception Manager – May 1, 1996 to September 30, 2007 (11yrs & 5mths) Responsible for the management of the Reception operations, including /Concierge, Bell Staff and Greeters, managing the staffing, scheduling, evaluations, training, coaching and counseling of staff.

Front Office Assistant Manager – June 14, 1993 to April 30, 1996 (2yrs & 11 mths) Assisting the Front Office Manager in the management of the Front Desk operations, including staffing, scheduling, evaluations, training, coaching and counselling. Duty Manager May 4, 1992 to June 13, 1993 (1yr & 11 mth) Responsible for the management of the Resort during the evening shifts. Inspection of rooms, restaurants, etc.

Senior Receptionist Supervisor – February 1, 1991 to May 3, 1992 (1yr & 3mths) Responsible for supervising the reception staff, including scheduling, coaching and counselling. Receptionist – November 1, 1989 to January 31, 1991 (1yr & 3mths) Responsible for the check-in and check-out of guests and assisting them with their needs by providing quality service.

Telephone Operator- November 14, 1988 to October 31, 1989 (11 mths) Responsible for answering the resort telephone, providing information, directing calls and assisting guests and colleagues.

Education:

Presently Masters Degree – University name

AHLEI – Certified Front Desk Manager

2010-2011 Cape pass in Business Management

2007 Certification in Accommodation Management

1999-2000 Diploma in Hospitality Management

1987-1988 Certification in Food and Beverage Operations In-House Training:

1993 & 1996 Supervisory Skill Management

1997 Management Development Skills

1998 Management Team-Building Training course

2001 Managing your time and achieving results

2005 Train the Trainer

2005 Supervisor as a Coach

Reference:

Mildred Hodge Tel: 561-***-****

Contact this candidate