Customer Service Team Member

Sonny Dhana

***** ******** ****** **. ******, TX. 77396 · Phone: 281-***-**** · E-mail: *************@*****.***

EXPERIENCE

Super 8

General Manager July 2015 – May 2023

BiG SPRING, tx

Supervised and managed 15 person team and advanced team member performance by continued professional development, conducting counseling and providing evaluations

Delivered customer service excellence training for staff by providing organization best practices in order to drive customer focused change

Responded to inquiries from customers, regulatory agencies, or members of the business community and resolved issues and complaints in a timely, efficient, and friendly manner

Responsible for sourcing and delivering materials and services at lowest life-cycle cost for all ongoing hotel operations, including efficient warehousing and payment processes

Initiated and implemented marketing up-selling techniques to promote hotel services and facilities to maximize room occupancy and overall revenue

Increased revenue by 35 percent with sales in contacts and referrals.

Best Western Inn & Suites Jan 2009 -July 2015

Guest Service Manager Houston, TX

Supervised and managed 10 person team and advanced team member performance by continued professional development, conducting counseling and providing evaluations

Delivered customer service excellence training for staff by providing organization best practices in order to drive customer focused change

Responded to inquiries from customers, regulatory agencies, or members of the business community and resolved issues and complaints in a timely, efficient, and friendly manner

Responsible for sourcing and delivering materials and services at lowest life-cycle cost for all ongoing hotel operations, including efficient warehousing and payment processes

Initiated and implemented marketing up-selling techniques to promote hotel services and facilities to maximize room occupancy and overall revenue

Clarion Inn – Days Hotel June 2007 – July 2008

Guest Services Agent Houston, TX

Acted as supply chain coordinator for suppliers of hotel materials and services. Duties included supplier visits, meetings, and coordination with customers and suppliers at all levels of the organization

Persistently and successfully managed customer accounts via telephone and email, to ensure continued business

Managed customer expectations by delivering on time performance and quality assurance

Effectively managed various priorities and workloads to meet monthly goals

Prepared daily reports and analyzed data in order to make informed marketing decisions

Obtained data and prepared bid summary for price comparison of local competing event venues

Prepared lodging quotes for large business accounts for competitive market place rates

Accomplishments

Increased sales by 20% over the course of two years by achieving repetitive business and significant guest referrals.

Successfully implemented cost and time saving procedures for hotel shuttle operations

Positive customer reviews via tripadvisor.com

EDUCATION

University of Houston Houston, TX

Bachelor of Science in Business Management May 2002

COMPUTER SKILLS

Operating Systems: Windows XP, Windows Vista, Windows 7, MAC OS X

Software: MS Excel, MS Outlook, MS PowerPoint, MS Word, User Knowledge of SAP

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