Guest Services & Operations Director Excellence

Spearheaded guest service initiatives, increasing satisfaction scores by 20% and repeat visitation by 15%.

Directed front desk and concierge operations, achieving a Top 10% brand ranking for guest service. Led and mentored a 30-member team, boosting engagement by 25% and reducing turnover by 30%. Developed strategic departmental initiatives, aligning goals with organizational objectives and reducing labor costs by 10%.

Implemented process improvements, increasing operational efficiency by 15% and reducing guest wait times by 10 minutes per party.

Monitored financial and operational performance, generating $75,000 in annual savings while maintaining service excellence.

Ensured 100% compliance with safety, brand, and regulatory standards. DANA DICKERSON

****.*********@*****.*** 706-***-****

Rite Aid Hogansville, GA

Operational Oversight

Customer Feedback Analysis

Conflict Resolution & De-escalation with

High-Value Guests

Great Wolf Resorts Lagrange, GA

Country Inns & Suites Sumter, SC

General Manager

Hotel with 150 rooms

Team of 100 Staff Members

07/2015- 06/2017

Budget Management & Cost Control

Coaching & Staff Development

Quality Assurance & Brand Standards

Compliance

Strategic and results-driven hospitality leader with extensive experience directing guest services and operational excellence at large resorts. Proven ability to lead teams of 30+ staff, enhance guest satisfaction, optimize operational efficiency, and drive revenue growth. Skilled at implementing innovative processes, fostering collaborative workplace cultures, and delivering measurable improvements in service quality, cost management, and team performance.

Shift Lead Supervisor

Team of 30 Staff Members

07/2017- 04/2018

Director of Guest Services

Resort with 457 Rooms

Team of 30 Staff Members

04/2018- Current

Summary

Professional Experience:

Staff Scheduling & Resource Optimization

Training Program Development &

Performance Management

Kaplan University Davenport, IA

Associate of Science

01/2009

Education

Skills

Directed shift staff to ensure full compliance with policies and procedures, improving adherence by 95%.

Managed daily operations with a focus on safety, achieving zero workplace incidents over 12 months. Optimized team scheduling and attendance, increasing coverage efficiency by 15%. Implemented process improvements that increased production output by 18% and reduced bottlenecks.

Monitored quality, achieving consistent adherence to customer specifications and a 10% reduction in rework.

Coached and managed team performance, increasing accountability and reducing operational errors by 20%.

Improved team engagement and morale, reducing absenteeism by 25%. Directed daily operations including budgeting, staffing, inventory, sales, and customer service, improving efficiency by 15%.

Monitored financial performance and implemented strategies that increased revenue by 12% year- over-year.

Designed and executed process improvements, streamlining workflow and increasing productivity by 15%.

Developed cross-departmental initiatives, enhancing collaboration and staff engagement by 20%. Identified operational gaps and implemented actionable strategies, improving effectiveness by 18%. Established operational strategies to reduce costs and elevate customer satisfaction by 20%. Maintained clear communication with staff, ensuring seamless operations and rapid issue resolution.

Operating Systems

Opera

Coupa

UKG

Unifocus

ADP

Paradox

Brexit

Shift 4

Sales Force

HOTSOS

Microsoft Office

Medialla

Monday

Tableu

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