Guest Services and Hospitality Professional

Claudine Mannino

• Phoenix, Arizona ***** • 480-***-**** • ********.***********@*****.***

Professional Summary

I am dedicated to helping the guests have the best possible experience they can have, knowing that I am helping them to make memories that will last a lifetime. I am in the process of earning my bachelor’s degree in business administration. With my degree and genuine love of the industry, I would like to eventually work my way up to a position of Manager then forward from there. Knowledgeable Guest Service Representative experienced in busy hotel settings. Driven and dedicated with focus on delivering exemplary service. Skilled multi-tasker successful at meeting performance objectives and helping team members. Polished Hotel Concierge with exceptional qualifications in hospitality management. Dynamic and personable and well-versed in travel arrangements. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.

Skills

●Quality Control

●Workplace Safety

●Operations Management

●Complaint resolution

●Performance monitoring

●Coaching and Mentoring

●Customer Focus

●Diversity and Inclusion

●Employee Evaluation

●Key Performance Indicators

●Trend tracking

●Problem-Solving

Work History

Night Auditor

Embassy Suites Phoenix Scottsdale 11/2024-Present

●Managed overnight front desk operations, balancing the day’s financial transactions, and prepared the daily end of day reports for hotel management.

●Accurately balanced room posts, charges and end of day reports

●Competently completed maintenance tasks when called upon

●Competently addressed complaints, glitches and/or requests in a very friendly and professional manner, ensuring that all are resolved or addressed with the proper department manager

Team Leader, 03/2022 to 06/2024

Hilton Garden Inn Happy Valley – Phoenix

●Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.

●Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.

●Managed conflict resolution among team members, fostering a positive and collaborative work environment.

●Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.

●Promoted high standards through personal example to help each member understand expected behaviors and standards.

●Managed escalated customer complaints, ensuring swift resolution and preventing further dissatisfaction.

●Mentored new hires, providing guidance to ensure their successful integration into the team.

Team Lead/AGM, 08/2019 to 04/2022

Extended Stay America – Peoria, AZ

●Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.

●Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.

●Trained new team members by relaying information on company procedures and safety requirements.

●Coached team members in techniques necessary to complete job tasks.

●Collaborated with other department leads to streamline workflows, improve interdepartmental coordination, and achieve business goals collectively.

●Managed schedules, accepted time off requests and found coverage for short shifts.

●Influenced positive change within the organization through strategic thinking, innovation, problem-solving abilities, and consistent leadership style.

●Conducted regular progress reviews with individual team members to identify areas for improvement and provide guidance on career development opportunities.

Education

Associates: Business Management, 01/2019

Colorado Technical University - Colorado Springs, CO

Acquired ABA with focus on Hospitality

●3.95 GPA

BBA: Hospitality Administration And Management, Expected in 04/2026

Colorado Christian University - Denver, Co

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