Customer Service Human Resources

Natalie Howard

**** ***** **** **.

Orlando Fl 32818

407-***-****(Cell)

Email: snkdyb@r.postjobfree.com

Objective

Seeking a progressive position in the Hospitality and Service industry where I can add value based on my relevant education and 9+ years of combined experience.

Profile

• Goal-oriented individual with strong leadership capabilities

• Organized, highly motivated, and detail-directed problem solver

• Ability to foster teamwork with fellow associates

Education

Purdue Calumet University, A.A.

(Hospitality & Tourism Management) Completed May 2010

Purdue Calumet B.A.

(Hospitality & Tourism Management) Expected date of completion May 14th 2012

Employment

Night Auditor (Wyndham Bonnet Creek) June 2011-present

• Balance revenue earning outlets, and input information into journals

• Handle cash and credit card transactions

• Check in and out of guests

• Perform PBX duties as necessary

Housekeeping Inspector Feb 2011-June 2011

• Conducted inspection of rooms in keeping with Wyndham standards

• Provided cleaning implements to housekeepers

• Calling in of room status to dispatch

• Clean and prepare rooms for guests

Senior Guest Service Representative (Best Western - Indiana) 2007 –2010

• Directing incoming calls to their respective extensions while also providing assistance to guests relative to local attractions

• Handling reservations for up to 140 prospective guest rooms via phone, website and walk-in service

• Liaison between housekeeping, transportation and engineering to positively enhance guest service

• Assisting wait staff in posting food and beverage charges

• Training new guest service staff members on Best Western procedures

• Providing extra cash handling responsibilities

Guest Response Agent (South Sea Island Resorts - Florida) 2006-2007

• Directed incoming calls to their respective extensions, while also providing assistance to guests relative to local attractions

• Handled reservations for 400+ prospective guest rooms via phone, and internet

• Liaison between housekeeping, transportation, security and engineering to enhance guest service

Food and Beverage Supervisor (South Sea Island Resorts - Florida) 2005 – 2007

• Supervised staff in various levels of dining venues ranging from casual to resort dining

• Organized and assisted with banquet planning and execution duties

• Scheduled, trained and managed a multinational staff of over 80 employees

• Completed inventory of food and beverage for the Purchasing department to replenish stock

• Communicated with guests to ensure a pleasant dining experience, and address any issues that may have occurred

• Inputted and submitted wage and tip information to Human Resources

Golf Concierge Supervisor (Ritz Carlton Rose Hall - Jamaica) 1998 – 2001

• Developed a concierge staff of 40 employees to provide stellar customer service

• Lead the daily staff meetings

• Completed daily inspection of golf carts and equipment cleanliness to Ritz Carlton standards

• Inputted and submitted wage and tip information to Human Resources

Guest Service Supervisor (Braco Village Resort - Jamaica) 1994 - 1997

• Handled guest check in and out procedures also follow up during stay

• Directed incoming calls to their respective extensions, while also providing assistance to guests relative to local attractions

• Handled reservations for 200+ prospective guest rooms via phone, and website

• Room inventory management

• Scheduled associates

• Coached, trained and handled disciplinary issues

• Assisted with translation when needed

• Liaison between housekeeping, transportation, security and engineering to enhance customer service

Awards, Certifications & Skills

• Luxury Resorts Service Advocate Award, 2007

• Best Western Eye Care Certificate, 2008 - 2010

• Serv-Safe Certificate, 2006

• Proficient in hospitality software e.g. SMS-HOST, HOT-SOS, Check-Inn, Micros, Visual Matrix and Focus

• Proficient in Dutch; basic knowledge of Spanish, and Japanese

Contact this candidate