Real Estate Customer Service
Resume:
Taylor Preston Hughes
**** ***** ******* **. *************@*****.***
Dallas, TX 75219 972-***-****
QUALIFICATIONS
• Proven ability to train, motivate and manage staff.
• Experience implementing corporate initiatives and programs.
• Posses’ skills and experience necessary to multitask in fast paced and high stress situations.
• Proven ability to identify trends and key issues in Guest Service survey scores and implement improvement strategy.
• Confidence and experience communicating with customers at all levels.
• Proficient in Microsoft Word, Excel, and PowerPoint.
EDUCATION
Real Estate Preparatory, Collin County Community College (Frisco, TX) April 2008
Credit Hours: 180 Concentration: Real Estate
Bachelor of Arts, Emory & Henry College (Emory, VA) May 2007
Major: Political Science Concentration: Law and Politics
Minor: Philosophy
Study abroad: Egypt and Lebanon, summer 2006
PREVIOUS EXPERIENCE
Guest Service Manager April 2010-Present
Le Meridien Dallas
Oversee front office operations.
Facilitate daily meetings with weekly training topics.
o Help instill company culture
o Share success stories to boost team moral.
o Discuss areas of improvement and coaching strategies with department managers.
Train entire front office staff on Le Meridien’s Unlock Art program, Starwood collateral as well as customer service principles.
o Ensure the staff is capable of performing daily duties effectively and efficiently.
o Oversee staff training in classroom environment.
Solely responsible for managing corporate complaint management system.
o Investigate all inquires and communicate with department heads to ensure proper training and resolution is put into place.
o Determine appropriate compensation and response to complaint
o Draft form letters to individual complaints.
Work closely with executive team to put new operational procedures into place between departments to improve GSI scores.
o Designed turned down service and breakfast program for Starwood Platinum members.
o Instituted improved tracking log to follow guest requests.
o Initiated daily pre-shift meetings with different departments to improve lines of communication.
Serve as Starwood Preferred Guest champion and oversee properties entire SPG program.
o Hold monthly conference calls with corporate office to plan for new procedures and initiatives.
o Train and inform front office staff on SPG program and procedures.
o Monitor agent enrollment and ensure monthly enrollment goals are met by coaching and training as well as designing incentive programs.
Make sure proper corporate initiatives and collateral are in place to be in compliance with corporate audit standards.
Front Office Supervisor Feb. 2009- April 2010
Hampton Inn
• Oversaw Entire Front Office operations.
o Held weekly meetings to communicate events in hotel
o Made weekly schedule.
o Oversaw department’s monthly budget.
o Ensured team had resources needed to successfully perform job.
• Handled and oversaw guest issues.
o Followed up with all guest complaints.
o Determined proper plan of action and compensation.
o Monitored uses of Hilton’s 100% guarantee policy.
• Implemented weekly plan to improve guest satisfaction surveys.
o Made Sure Survey score maintained at a satisfactory level.
o Held meetings with corporate to discuss way to improve scores, also shared strengths to pass along to partner hotels.
• Provided assistance to management and served as Manager on Duty.
• Assisted Director of sales with weekly reports.
Real Estate Agent May 2008- April 2009
Ebby Halliday REALTORS
• Represented clients during real estate transaction.
• Market properties for sale in DFW area.
• Designed initiatives to encourage home buyers to take advantage of buyers market.
o Came up with additional home buyer’s credit.
o Came up with seller allowances to encourage buyers.
• Spoke at weekly office meetings on new developments in the real estate industry.
o Instructed agents how to extend home buyer credit.
o Emphasized importance of FHA loans and their advantages to agents.
o Brought in speakers to help agents network and build client database.
• Attended National Association of Realtors monthly meetings.
o Learned about issues facing real estate industry.
o Gave presentations on how to overcome obstacles in the current market.
Bellman June 2005- May 2007
Martha Washington Inn Abingdon, VA
• Provided efficient service in a fast paced high-end clientele environment.
• Educated guests on the hotel and its history by providing tours.
• Informed clients of the area and local attractions.
• Provided guests with a pleasant experience and a desire to return.
COLLEGE HONORS & ACTIVITIES
• Best Legal Brief, Moot Court, Emory & Henry College
• Orientation Leader
• Member of Beta Lambda Zeta social fraternity
• Member of Student Government Association
• Tutored reading for fourth grade students
• Performed community service project with Habitat for Humanity
• Volunteered for Meadowview elementary fall festival.
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