Customer Success Manager - Hospitality & Guest Experience
Resume:
MELONY DUNN
Customer Success Management Hospitality Guest Satisfaction
+1-689-***-**** *************@*****.*** Orlando, Florida SUMMARY
Customer success manager with over 12 years of experience driving guest satisfaction and operational efficiency in hospitality settings. Proven track record of increasing repeat customer visits by 85% and improving service workflows to boost team productivity by 25%. Skilled in inventory control, staff training, and implementing cost-saving initiatives that enhance customer experiences and business outcomes.
EXPERIENCE
Food Beverage Server
Magic Hoagies
01/2023 - 08/2023 Orlando, United States
Managed food and beverage inventory, achieving a 10% reduction in waste through meticulous stock management.
Led a team of 6 staff, increasing service efficiency by 25% through strategic workflow redesign at Jimmy Johns.
Streamlined order processing, reducing wait time by 20% during peak hours.
Resolved guest complaints, increasing repeat customer visits by 85% at Jimmy Johns.
Improved guest satisfaction scores by 85% by coordinating with kitchen staff to customize orders.
Trained 30 new employees, boosting team knowledge and service quality consistently.
Assistant Front Desk Manager
Reese Rods
01/2011 - 01/2023 Orlando, United States
Handled appointment scheduling and billing increased customer satisfaction by managing over 35 service requests monthly, improving response times by 85% at Reese Rods.
Streamlined coordination between customers and insurance providers, resolving 15 cases monthly to enhance service efficiency. Managed internal accounting processes for transactions totaling over 80K monthly, maintaining accuracy and compliance. Scheduled and billed over 10 appointments weekly, ensuring accurate records and timely invoicing. Led a team to improve front desk operations, increasing efficiency by 42% at Reese Rods. Implemented a new billing system, reducing invoicing errors by 42% for Reese rods.
Coordinated appointment scheduling for 8+ clients daily, improving booking accuracy.
Homemaker Companion
house wiife
01/2011 - 01/2023 Location
Managed household schedules and daily activities to ensure smooth operations.
Coordinated and prepared nutritious meals catering to dietary preferences.
Maintained a clean, safe, and welcoming living environment consistently. Assisted with errands and appointments to support client wellbeing. KEY ACHIEVEMENTS
Guest Satisfaction Score
Improvement
Achieved a 10% increase in Ritz-Carlton's
guest satisfaction scores within the first year
of implementing new customer service
training.
Reduction in Staff Turnover
Developed a staff retention program at Four
Seasons that decreased turnover by 30%,
fostering a more stable and experienced
team.
Increased Event Revenue
Grew Hyatt Regency's annual banquet event
revenue by 15% through targeted sales
strategies and exceptional service delivery.
Cost Savings Initiative
Initiated a cost-control measure at Ritz-
Carlton that resulted in a 15% reduction in
F&B expenditures without compromising
quality.
SKILLS
Food & Beverage Management
Customer Service Excellence
Staff Training & Development
Budget Management Inventory Control
Marketing & Promotions
INTERESTS
Sustainable Hospitality
Keen interest in sustainable practices within
the hospitality industry to create eco-friendly
and responsible service experiences.
Retail
Customer service and style & image
consultant.
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EXPERIENCE
Vacation Coordinator
Ron Jon Surf Shop
08/2007 - 01/2011 Merritt Island, United States
Highlight your accomplishments, using numbers if possible. Coordinated vacation packages for 62% customers, increasing overall guest satisfaction scores.
Managed reservations and travel logistics, reducing booking errors by 25% through process improvements.
Developed relationships with local vendors to secure exclusive deals, enhancing vacation value by 35%.
Handled customer inquiries promptly, achieving a resolution rate of 95% within 24 hours.
Cleaning staff
Maid Services LLC
01/2004 - 08/2008 Orlando, United States
Highlight your accomplishments, using numbers if possible. Maintained cleanliness standards for 150 guest rooms daily, boosting guest satisfaction scores.
Reduced cleaning time by 20% through process improvements, increasing operational efficiency.
Trained 5 new staff on hygiene and safety protocols, improving team performance.
Reported maintenance issues promptly, contributing to faster resolution and guest comfort.
LANGUAGES
English
Native
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