Manager Customer Service

Qualifications and Strengths

Excellent communication and interpersonal skills, strong service orientation, strong multitasking and organizational abilities, skilled in team management, quick thinking--able to remain calm under pressure, determination to solve problems and finish tasks to a deadline, excellent experience and knowledge of Health and Safety regulations, strong computer skills.

Experience

Ameristar Casino Resort Spa (2009-2010) Blackhawk, Colorado

Front Office Supervisor

Responsibilities include:

• Running of the Front Office; including but not limited to the Front Desk and Call/ Reservation Centers

• Managing Kronos payroll systems for the department

• LMS 7 operating systems

• GNAV / UA5200

• Unifocus scheduling systems

• Entrusted with both guest service and technical Training

• Opening of a 536 Room Hotel and Casino, creating and implementing policy and procedures

• Helped to gain 4 Diamond rating for the hotel.

• Ensuring Guest Satisfaction, dealing with requests and complaints in a timely and appropriate manor to ensure that all guests receive the highest standard and receive the experience that they expect.

• Maintaining JD power scores to 9.0 and higher

• Managing inventory to maximize occupancy and revenue

• Working closely with the player development team to ensure that our casino guests and VIP’s are having their needs anticipated.

• Handling guest billing concerns.

Sheraton Denver West (2008 – 2009) Lakewood, Colorado

Assistant Front Office Manager

Responsibilities include:

• Manager on Duty

• Running the Front desk/ Concierge/ Shuttle service

• Handling Guest queries and complaints

• Running the Business Centre and Gift shop

• PBX

• Staffing and training

• Lightspeed and galaxy operating systems

• Liaising with third party vendors, such as Expedia.

• Ensuring that the front desk team are aware of and prepared for all group arrivals, conferences and banquets

• Attending pre-cons and preparing and determining group requirements and meeting them.

The Sloane Square (2007) London, UK

Assistant Front Office Manager/ Night Manager

Responsibilities included:

• Duty Manager

• Fidelio systems

• Receptionist

• Night Audit

• Check in/ check out

• Customer service

• Switch Board

• Reservations

• Assisting all departments within the hotel

Manic drums Productions (2005-2006) Orlando, Florida, USA

Personal Assistant

Responsibilities included:

• Arranging meetings

• Track layout

• Office Management

• Using computer skills/ Mac operating systems.

• Making travel arrangements

• Co-coordinating sessions

• Some Travel Involved

The Sloane Square Hotel, (2003- 2005) London, UK

Food and Beverage Manager/ Duty Manager

Responsibilities included:

• Managing the food and beverage team, on a daily basis

• Hiring and training all bar related staff and assisted in hiring of other food and beverage staff as needed. Establishing and implementing new training procedures, staff handbooks and department rules.

• Staff scheduling for Hotel's bar and as manager on duty scheduling staff as necessary within the hotel

• Completing expense forms and approving invoices

• Opening new vendor accounts and negotiating contracts for all beverage supplies and departmental related services

• Managing inventory

• Disaster drill training for emergency evacuations and fire emergency, and Manager-lead and point-of-contact in case of emergency as manager on duty

• Managing guest complaints and queries

• Marketing functions related to competitor pricing and keeping abreast of new products and customer demand

Moat House Hotels-Sloane Square, (2000- 2002) London, UK

Bar Supervisor

Responsibilities included:

• Supervising staff of 6

• Opening and closing procedures

• Customer relations

• Cash management and key handling

• Keeping abreast of a large variety of bar related products

• Line cleaning

• Health and safety certified

• Liaising with PSN inspectors and ensuring that the department meets health and safety codes

• Using Micros and Epos operating systems, as well as Microsoft Office.

Cidade de Goa (1999-2000) Goa, India

Assistant Bar/Club Manager

Responsibilities included:

• Coordinating and promoting events

• Running the establishment in the absence of the manager

• Supervising staff and handling staff related issues

• Liaising with the night auditor and making sure that all bill postings coincided with checkout times

Education

2002 Stenodac Commercial Training Institute India, Diplomas in Computer

Management and Executive Office Skills

2000-2001 A levels in History and Classical Civilizations, Collingham College, London

1992-1999 9 GCSEs including English & Math’s, Chiswick Community School, London

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