Amber Baggs
Spring Hill,FL
Summary
Well-rounded Guest Service Manager with over 20 years of experience in providing customer satisfaction. Proven strengths in training newly hired workers and have excellent communication skills. Friendly personality complements commitment to customer service and employee satisfaction.
Overview
22
22
years of professional experience
Work History
Guest Service Manager
Intercontinental Hotels Group
Spring Hill, FL
01.2022 - Current
- Reviewed upcoming events and planned for expected challenges.
- Maintained high employee satisfaction and performance with hands-on and collaborative style.
- Set and managed policies for concierge services and guest relations.
- Developed and implemented strategies to improve guest experiences and build loyalty.
- Created and delivered effective training materials and courses.
- Planned specialized service for elderly or disabled guests, ones with children and VIP guests.
- Handled front desk and guest services budget and outlined adherence plans for specific positions.
- Completed multiple reports, including updating daily attendance and payroll.
- Assisted with check-ins and check-outs during high traffic seasons to deliver excellent customer service.
- Attended to customer needs, responding to questions, complaints and escalations.
- Monitored staff training, scheduling and shift changes.
- Understood and implemented safety and emergency procedures.
- Reviewed daily bookings, preparing guest rooms prior to arrival.
- Assisted with guest check-in and check-out procedures, confirming that guests reach correct room.
- Liaised between guests and hotel management, relaying information, promotions and issues.
- Oversaw lobby operations and concierge services.
- Implemented procedures and services to improve hotel services and amenities.
- Maintained and troubleshot hotel property management systems.
Warehouse Receiver
Walmart Logistics
Brooksville, FL
05.2015 - 11.2021
- Unloaded pallets and deliveries and organized products in warehouse via forklifts and other equipment.
- Compared shipping orders and invoices against contents received to verify accuracy.
- Coordinated warehouse organization scheme and product placements.
- Resolved any damages that arrived with deliveries.
- Mastered warehouse computer system and trained other team members in software operation.
- Maintained accurate computer records of materials weights, bill amounts and identified variances.
- Corresponded with carrier representatives to make arrangements and provide instructions for shipment and delivery of orders.
- Packed, secured, labeled and applied postage to materials to prepare items for shipment.
- Sorted and delivered materials to different work areas and staff.
- Verified orders by comparing names and quantity of items packaged with shipping documents.
- Inspected incoming and outgoing shipments to identify discrepancies with records.
House Cleaner
Self-employed
Springfield, TN
06.2000 - 05.2015
- Delivered quality customer service to address urgent needs and cleaning requests.
- Ordered and stocked cleaning supplies based on current workload and upcoming jobs.
- Spot-cleaned stains and repaired scuffs or dings to maintain furniture and walls.
- Operated and maintained large carpet shampoo machines, industrial washing machines and dishwashers.
- Disinfected and mopped bathrooms to keep facilities sanitary and clean.
- Hand-dusted and wiped down office furniture, fixtures and window sills to keep areas clean and comfortable.
- Vacuumed rugs and carpeted areas in offices, lobbies and corridors.
- Used chemicals by following safety protocols and procedures to avoid burns and injuries.
- Adhered to professional house cleaning checklist.
- Maintained clean and comfortable environments in commercial buildings by vacuuming, cleaning windows and dusting.
- Cleaned and stocked guest rooms by replacing used towels and linens, vacuuming floors, making beds and restocking bathroom items.
- Waxed and polished wood floors and other woodwork.
- Engaged with guests on room requirements and amenities to promote overall satisfaction.
- Kept building entryway glass clean and polished for professional presentation.
- Worked on cleaning team to service hotels, offices and other commercial buildings.
Education
High School Diploma -
Central High School
Carrollton, GA05.1996
Skills
- Guest Service and Assistance
- Customer Loyalty
- Workflow Processes
- Customer Transactions
- Professional Relationships
- VIP Services
- Training Junior Team Members
- Leadership
- Organizational Skills
Timeline
Guest Service Manager
Intercontinental Hotels Group
01.2022 - Current
Warehouse Receiver
Walmart Logistics
05.2015 - 11.2021
House Cleaner
Self-employed
06.2000 - 05.2015
High School Diploma -
Central High School
Similar Profiles
Carla CannonitoCarla Cannonito
Commercial Director at InterContinental Hotels Group| IHG Army HotelsCommercial Director at InterContinental Hotels Group| IHG Army Hotels
Chuhan LinChuhan Lin
Food and Beverage Attendant at Intercontinental Hotels GroupFood and Beverage Attendant at Intercontinental Hotels Group
Assem ElfataranyAssem Elfatarany
Room Service Server(substitute) at Intercontinental Hotels GroupRoom Service Server(substitute) at Intercontinental Hotels Group
Jimi VishwasJimi Vishwas
Food and Beverage Supervisor at Intercontinental Hotels GroupFood and Beverage Supervisor at Intercontinental Hotels Group
Kelly IbarraKelly Ibarra
Crew Member at McDonald'sCrew Member at McDonald's