Manager Customer Service
Resume:
SHERYL L BERTRAND-MUSGRAVE
30228.
************@*******.***
OBJECTIVE: To utilize my skills and experience within a company where there is career fulfillment, and room for advancement
EDUCATION: Mar 05-Jan 06 Griffin Technical College
Persured a Degree in Applied Technology.
June 04 Clayton State College
Completed 6 weeks of Keyboarding training
Jan 88-Feb 89: Jacksonville Community College.
Jacksonville Florida. Completed one year of Clerical
Sept 80- Jun 85: St. Andrews High School. Marigot
Commonwealth of Dominica.
MARRIOTT TRAINING CLASSES
SEVEN HABITS
WORLD CLASS CUSTOMER SERVICE
ESSENTIALS SKILLS
FOUNDATIONS OF LEADERSHIP
IMPACT LEADERSHIP
DYNAMIC TEAMS
DIVERSITY IN THE WORK PLACE
EXPERIENCES:
FRONT OFFICE MANAGER/ AT THE COURTYARD ATLANTA VININGS/ Feb 10 to Present.
Manage the day to day operations of the Front Office. Ensuring that the arrival and
departure experience is smooth accurate and engaging. Stay in contact with elite
and V.I.P guest with phone calls and emails. Work with sales managers, events planners, and group contacts to ensure that the group arrivals, stay, and departure is executed efficiently. Does the department hiring process. Ensure company policies and standards are upheld. Resolve all guest issues and complaints and ensure that they are resolve to the guest satisfaction. Do regular follow up with the guest, to ensure that there stay is going great. Scheduling, Payroll. Assist accounting with guest billing issues and accounts. Hold associates accountable for there actions. Conduct disciplinary counseling with associates. Conduct monthly meetings, and also attend Management meeting and training. Work with the management team in the MOD program. Assist the General Manager with any other assignments.
OPERATIONS MANAGER/ AT THE MORNING STAR BEACH CLUB/ MARRIOTT FRENCHMAN'S REEF. Sep 09 to Feb 10
Manage the day to day operations of the Beach Club. Ensuring that the arrival and departure experience is smooth accurate and engaging. Stay in contact with elite and V.I.P guest with Pre-arrival email. Ensuring that the housekeeping department is functioning in a productive manner. Working with rooms controller, sales managers, events planners, and group contacts to ensure that the group arrivals, stay, and departure is executed efficiently. Assisting with the department hiring process. Ensure company policies and standards are upheld. Resolve all guest issues and complaints and ensure that they are resolve to the guest satisfaction. Do regular follow up with the guest, to ensure that there stay is going great. Scheduling, Payroll. Assist accounting with guest billing issues and accounts. Hold associates accountable for there actions. Conduct disciplinary counseling with associates. Conduct monthly meetings, and also attend Management meeting and training.
SENIOR FRONT DESK MANAGER( MARRIOTT FRENCHMANS REEF. JUN-07 to SEP 09
Manage the day to day operation at the front desk. Ensuring that the arrival experience is smooth accurate and engaging. Working with rooms controller, sales managers, events planners, and group contacts to ensure that the group arrivals, stay, and departure is executed efficiently. Assisting with the department hiring process. Ensure company policies and standards are upheld. Resolve all guest issues and complaints and ensure that they are resolve to the guest satisfaction. Do regular follow up with the guest, to ensure that there stay is going great. Scheduling, Payroll. Assist accounting with guest billing issues and accounts. Hold associates accountable for there actions. Conduct disciplinary counseling with associates. Conduct monthly meetings, and also attend Management meeting and training.
NIGHT MANAGER/NIGHT AUDITOR
THE RITZCARLTON TYSONS CORNER. JAN 06-June 2007
DUTIES: Secure the hotel parameter. Manager and supervise the work of the 30
Employees that work on the night shift in the different departments. Assist in running the nightly audits. Ensure that the company's standards, procedures and policy are carried out and adhere it. Conduct all disciplinary actions effectively and without prejudice. Complete and distribute all managerial reports. Resolve all guest isssues and complaints to guest satisfaction, and attend department meetings, conduct training with staff. Check guest in and out of the hotel. Cover Assistant Managers shift when needed.
FRONT DESK MANAGER
Mar 97-Feb 04 RENAISSANCE GRAND BEACH RESORT(ST.THOMAS
Manager 20 employees, schedule, training, payroll, updating files,
attendance records and evaluations, conducting interviews. Ensuring check
in and check out process was done accurately and efficiently. Solving guest problems. Assisting accounting to reconcile guest accounts also with billing issues Answering switchboard, data entry, customer service. Also conduct all disciplinary counseling, set up and carry out training for the department. Also department meetings.
SUMMARY OF QUALIFICATIONS
Typing 35 to 40 WPM, excellent customer service skills,
knowledge of excel, word, and other Microsoft programs. Fax
and zerox machines. Very detail oriented, Data entry skills
Management and supervisor skills, advance knowledge of Opera, Fidelio, and Fosse. I am a team player, have
training experience. Switchboard Operator, filling, and great
problem solving skills. Knowledge of Hotel operations and systems.
REFERENCES
1: CLAY WALKER-GENARAL MANAGER( COURTYARD ATLANTA VINNINGS)
2: INGRID CHAVEZ-ASSISTANT Director of Services( MARRIOTT FRENCHMANS REEF) 340-***-****
3: Shana Sims- Dual Human Resource Manager for the Courtyard By Marriott Atlanta Vinings and the Embassy Suites Gallariea . # 770 432- 5555 ext 1756 or 770-984=9300
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