Customer Service Delivery

Jacqueline Hillhouse

Philadelphia, PA • 267-***-**** • *******************@*****.***

Summary

Customer-focused and results-driven leader with 20+ years of experience in hospitality and operations management. Proven ability to oversee large teams, optimize service delivery, and enhance customer satisfaction in high-volume, fast-paced environments. Adept at staff training, conflict resolution, and cross-functional leadership. Seeking to bring extensive service management expertise to a Customer Service Manager role in the airline industry.

Core Competencies

Customer Experience Management

Team Leadership & Training

Passenger Relations / Conflict Resolution

Regulatory & Safety Compliance

Operational Oversight

Financial & Payroll Management

Cross-Functional Collaboration

Process & Service Improvement

Professional Experience

Le Meridien, Philadelphia, PA

Director of Guest Experience 2021 – Present

- Lead operations for guest services and security staff, ensuring top-tier service delivery aligned with brand standards.

- Resolved complex customer issues and complaints with empathy and efficiency, consistently achieving high satisfaction scores.

- Trained and developed staff to exceed performance benchmarks, including mobile technology adoption, loyalty program enrollments, and case management systems.

- Partnered with Sales & Marketing to deliver seamless group travel experiences, ensuring itineraries and large-scale service needs were met.

- Recognized as Leader of the Year, 2022 & 2023 for outstanding leadership and customer service excellence.

- Served as Manager on Duty across all hotel operations, developing broad operational expertise similar to airline ground and terminal operations.

PHM Management, Philadelphia, PA

Task Force Operations Manager 2019 – 2021

- Traveled nationwide to direct front office operations for high-volume hospitality clients, quickly adapting to diverse service environments.

- Supervised scheduling, staff coverage, and operational readiness, ensuring seamless guest experiences under tight deadlines.

- Investigated and resolved customer service concerns, implementing corrective actions to strengthen satisfaction and loyalty.

- Supported inventory management, food & beverage coordination, and front office operations to ensure efficiency during peak periods.

Wyndham Garden Hotel – Philadelphia Airport, Philadelphia, PA

Operations Manager 2016 – 2019

- Directed daily operations near a major international airport, overseeing guest relations, staff training, and service delivery.

- Partnered with revenue teams to optimize occupancy and increase revenue while maintaining service standards.

- Improved guest satisfaction scores by 4 points within 8 months through process improvements and team coaching.

- Managed payroll, P&L oversight, and operational compliance to maintain financial and service excellence.

Embassy Suites, Philadelphia, PA

Operations Manager, Airport 2013 – 2016

Front Office Manager, Center City 2002 – 2013

Holiday Inn, King of Prussia, PA

Reservations Manager Prior to 2002

Education

Associate Degree in Business Management

Community College of Philadelphia, PA

Technical Proficiencies

OnQ PMS, Opera Oracle PMS, Lightspeed, On Command, Lodgenet, Micros, Time Saver Payroll PMS, Microsoft Office Suite (Outlook, Word, Excel, PowerPoint)

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