Yyyyyy x. yyyyyy

25 Palatine #0000 xxxxxx xxxx , xxxx , xxxxx 00000

Homexxx-xxx-xxxx

Cell xxx-xxx-xxxx

abc@xyz.com

 

 

Results-driven leader with a solid track record of success within the Hospitality Industry eager to contribute dynamic administrative, team building and guest service talents toward actively supporting the employer in optimizing operational performance as Director of Front Office.

 

 

         Operations Management 

         Guest Service & Satisfaction

         Inventory Management & Control

         Profit and Loss Administration

         Budget Compliance

         Marketing and Advertising

         Staff Hiring, Training & Management

         Policy & Procedure Compliance

         Quality Assurance

         Guest Recognition/Loyalty Programs

 

 

~ Standards & Quality Customer Service ~

~ Front Office Management, Training & Verbiage Audits ~

~ Front Office PMS Operation Training and Coaching ~

~ Concierge, Bell and Valet Services ~

~ Room Reservations ~

~ Phone Operations ~

~ Guest Accounting Support & Resolution ~

~ Housekeeping / Room Inspections ~

 

 

The Balboa Bay Club & Resort (Five-Diamond Establishment), Newport Beach, CA, 2000 to 2007

Quality Assurance Manager C Rooms Division                          (2004 to 2007)

Front Office Manager / Quality Assurance Manager RD           (2004 to 2006)

Front Desk Senior Supervisor              (2003)

Front Desk Agent                     (2000 to 2003)

         Strategically developed and presented comprehensive training programs vital to delivering quality customer service, efficiently responding to high volume periods, facilitating collaborative teamwork, and ensuring critical compliance with corporate image.

         Leveraged extensive hospitality experience to ensure top quality service and consistency among 120 employees within Front Desk, Concierge, Phone Operators, Room Reservations, Bell Service, Valet Service and Housekeeping departments.

         Applied Six Sigma methodology to formulate operational goals resulting in measurable process improvements.

         Secured new customers and fortified relationships with existing clientele through loyalty development program and exceptional follow-up practices.

         Demonstrated outstanding leadership talents to hire, train, coach, mentor and manage personnel; held accountability for discipline/terminations, scheduling, and performance appraisals.

 

Continued

 

Yyyyyy x. yyyyyy ~ Page 2 of 2

 

Professional Experience continued

 

         Maximized hotel s competitive edge by monitoring industry trends and integrating new products, services, technology and processes to meet constantly changing customer needs.

         Won Award of Excellence in 2005 and Employee of the Year in 2002.

         Prepared resort for 2006 AAA inspection, achieving exceptional increase from 194 points to 248 points.

         Championed 2006 Rooms Division Employee Certification of Completion of Quality Service and implemented Housekeeping room inspection handbook.

         Trained Front Desk staff in 403 Topics to Exceed Expectations of Customers .

         Assembled and introduced 2004 Front Office employee script as well as Guest Service handbook, and facilitated training for front desk staff and telephone operators.

         Spearheaded pre-opening training activities for Front Office staff in 2003.

 

Newport Travel Consulting, Florianopolis, Brazil, 1997 to 1999

Corporate Travel Manager

         Exhibited exemplary consultative skills to coordinate and provide comprehensive travel services to high-end clients.

         Applied dynamic organizational strengths to orchestrate and supervise domestic and international travel itineraries. 

         Defined and presented analyses, trends, benchmarking and cost savings to management team.

         Merged well-honed interpersonal, communication and problem solving abilities to build, maintain, and continuously elevate client loyalty, trust and confidence.

 

Additional Experience:

 

John Wayne Airport (SNA), Orange County, CA, 2000 to 2002

Airport Ambassador (Volunteer)

 

Aero TD Flight Attendant School, Florianopolis, Brazil, 1997 to 1998

Professional Etiquette Instructor C First Class

 

Tennis Ball Store, Florianopolis, Brazil, 1991 to 1994

Store Manager & Owner

 

Varig Airlines, based in Sao Paulo, Los Angeles and Hong Kong, 1983 to 1997

Cabin Crew Flight Supervisor C First Class Flight Attendants

 

 

Property Management System, Micros Systems, Inc., Newport Beach, CA, 2003; 2005

 

Business Administration & Marketing, Unica University, Florianopolis, Brazil, 1997

 

 

Microsoft Office Suite (Word, Outlook, Excel, Access and PowerPoint)