Customer Service Manager
Resume:
Tanika Brown
**** **** **** **, *******, GA *****
*********@*****.***
SUMMARY
Over 8 years of administrative experience as a department supervisor, a total of 11 years in the hospitality field. Serviced as the primary point of contact for the front desk as well as the liaison for all other departments such as Sales, Accounting, Housekeeping, Reservations and the Executive team. Maintain excellence record keeping, problem resolution abilities, and high level of confidentiality. Equally effective with demonstrating excellence Customer Service and advance word processing, type 63 WPM, and excel support.
COMPUTER SKILLS AND SUPPORTIVE ACKNOWLEDGMENTS
• Highly knowledgeable with programs such as Windows 2000, Microsoft Applications including word, Excel, Powerpoint, Outlook Express, Scanning technology, Fidelio, UX Galaxy, light Speed, Star guest, SMS, Go Concierge, Time Lox’s, Real View, Protobase, Telecheck. Opera Onq Synergy and Saflox, Also knowledgeable with programs such as Micros, Delphi, Sasba and Onity.
• Certified for “Behavioral Interviewing”, a course dealing with the importance of evaluating and hiring of the most qualified person the first time
• Ability to meet deadlines, work under pressure independently, Sensitivity to confidential matters.
• Certificate of completion of “Basic Office Skills”, Excellent verbal and written communication
• I was awarded the “Shining Star Award” for exhibiting outstanding customer service on a continuous basic.
• Performs a wide range of secretarial and administrative duties including typing memos, letters, reports, maintaining calendars, coordinating travel arrangements, faxing and filing, working with Microsoft applications, answering phones, special projects; Accurate typing 63 plus wpm;
EXPERIENCE
Hilton Garden Inn Atlanta/Embassy Suites Downtown 06/10- 01/12
Department Head (Assistant Front Office Manager)
• Responsible for maintaining strong customer service standard and ensuring that all guest service request are communicated and executed to the proper hotel operating department creating a successful hotel experience and guest loyalty
• Responsible for completing all administrative task including employee records, financial files, and group resume information.
• Completed payroll correcting any discrepancies and monitored overtime actives.
• Responsible for handling Guest Assistance issues in an appropriate manner and corresponding back to Hiltons’ corporate office as well as the guest with the appropriate resolution.
• Approved the weekly schedule ensuing staff levels matched business needs.
• Handled all the ordering of all supplies for the front desk/business center/and pantry area ensuring we were always at our recommended par levels.
• Created a front office incentive program recognizing agents that go over and above to ensure positive SALT scores and employee appreciation.
• Conducting monthly departmental meeting with the front desk as well as weekly management meeting with my supervisors.
• Conducted daily pre-shift communicating daily events, possible issue, group information and hotel plans to ensure a successful outcome.
Wyndham Midtown Atlanta Midtown 01/07-01/09
Department Head (Assistant Guest Services Manager)
• Responsible for maintaining strong customer service standard and ensuring that all guest service request are communicated and executed to the proper hotel operating department creating a successful hotel experience and guest loyalty
• Responsible for handling customer service issues in an appropriate manner and resolved them before the guest departed.
• Maintain a clean and organized office.
• Created operational practices to advance customer service scores
• Implemented the daily MOD reports ensuring communication between each department on every shift.
• Completed night audit with the Fidelio system, process and deposit of hotel revenue and balanced accounts,
• Completed the 10day, forecasting overall productivity of sales and room volume, also resolving charge back issues.
Westin Michigan Ave Chicago 06/00-09/06
Front Desk Manager
• Responsible for maintaining strong customer service standard and ensuring that all guest service request are communicated and executed to the proper hotel operating department creating a successful hotel experience and guest loyalty
• Completed payroll with over 10 employees and monitor overtime activates.
• Maintain a clean and organized office.
• Completed administrative and MOD task for the front office which include, bell staff, concierge staff and PBX staff.
• Responsible for the development and maintenance of hotel polices, procedures and quality standards
• Handled all corporate guest service complaints within schedule time which was 48 hours, ensuring the hotel would not incur further penalties.
• Completed night audit with the Fidelio system, process and deposit of hotel revenue and balanced accounts,
• Trained in other departments such as reservation, PBX and housekeeping
EDUCATION
Atlanta Technical College
Atlanta Georgia
• Associate in Business Management
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