Summary
Overview
Work History
Skills
CPR Certified
Timeline
BusinessAnalyst

Anna Gaines

Orlando,FL

Summary

With a proven track record at Orlando Senior Health Network, I excel in enhancing guest satisfaction and streamlining operations. Leveraging skills in conflict management and customer service, I've successfully implemented feedback systems, improving service quality. My adeptness in guest relations and operational efficiency has consistently elevated customer experiences, marking significant achievements in hospitality management.

Professional with strong foundation in hospitality management, specializing in guest services. Adept at leading teams, ensuring exceptional customer satisfaction, and adapting to evolving needs. Skilled in conflict resolution, staff training, and operational efficiency. Known for reliability, effective communication, and results-driven approach.

Organized Guest Services Supervisor with Number years of experience and training in Specialization. Successful at creating and maintaining long-term, individualized relationships with clients and working cross-functionally for efficient client services and management. Offering modern and innovative leadership.

Goal-oriented hospitality professional with focused and tenacious approach to meeting guest needs. Adept at completing frequent reviews and inspections to maintain polished team and exceptional quality standards. Proficient in Software.

Veteran Guest Services Manager directing all areas and team members focused on guests services, including valets, concierge and front desk personnel. Proactive and decisive with strategic mindset. Offering Number years of progressive experience in field.

Overview

21
21
years of professional experience

Work History

Guest Services Supervisor

Orlando Senior Health Network
03.2022 - 06.2024
  • Collaborated closely with other departments to meet guest needs and provide best possible experience.
  • Resolved customer complaints swiftly, finding resolutions that maintained customer satisfaction.
  • Supported team members by offering constructive feedback and coaching as needed.
  • Reviewed upcoming events and planned for expected challenges.
  • Provided comprehensive training to new hires on company policies, procedures, and customer service expectations.
  • Assisted guests with arranging transportation services or booking local attractions during their stay at the hotel.
  • Initiated the use of guest feedback surveys to identify areas for improvement and implement changes accordingly.
  • Enhanced guest satisfaction by promptly addressing concerns and providing personalized solutions.

Office Manager

Kirkpatrick Veterinary Hospital
04.2015 - 01.2022
  • Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
  • Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
  • Maintained accurate financial records by reconciling accounts payable/receivable transactions regularly to ensure balanced budgets.
  • Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
  • Conducted regular inventory assessments of office supplies, ordering necessary items proactively to prevent stock shortages.
  • Enhanced team productivity by delegating tasks effectively and overseeing daily workflow.
  • Coordinated office events and meetings, ensuring timely execution and optimal scheduling for all participants.
  • Streamlined office operations by implementing efficient filing systems and organizational strategies.
  • Served as a liaison between upper management and staff members, facilitating open channels of communication to address concerns or issues promptly.
  • Managed vendor relationships, negotiating contracts for cost savings while maintaining high-quality services.
  • Oversaw facility maintenance requests, coordinating with building management to address repairs or improvements efficiently.
  • Contributed to workplace safety by ensuring compliance with established emergency protocols and conducting regular equipment inspections.
  • Reduced overhead costs significantly through negotiation of vendor contracts for office supplies and services.
  • Resolved office disputes swiftly and equitably, maintaining harmonious workplace.
  • Developed and enforced office policies that aligned with company values and regulatory requirements, maintaining compliance.
  • Facilitated smooth office relocations by meticulously planning and coordinating all aspects of move.
  • Increased customer satisfaction by developing effective client feedback system that led to service improvements.
  • Improved team morale and cohesion with regular team-building activities and open communication channels.
  • Optimized office space utilization, leading to more efficient and productive work environment.
  • Oversaw office budget, ensuring all expenditures were within allocated funds and identifying cost-saving opportunities.
  • Streamlined document handling and processing, reducing turnaround time for client inquiries and requests.
  • Enhanced communication within office by implementing centralized digital messaging platform.
  • Enhanced office operational efficiency by streamlining filing systems, resulting in easier access to critical documents.
  • Conducted regular reviews of office procedures, identifying and implementing improvements for operational excellence.
  • Handled sensitive employee and client information with utmost confidentiality, maintaining trust and integrity.
  • Managed scheduling and coordination of all office meetings to ensure smooth operations and minimal conflicts.
  • Facilitated positive work environment, addressing employee concerns promptly and fostering culture of mutual respect.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Established team priorities, maintained schedules and monitored performance.
  • Assisted in organizing and overseeing assignments to drive operational excellence.
  • Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
  • Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
  • Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Identified and communicated customer needs to supply chain capacity and quality teams.
  • Controlled resources and assets for department activities to comply with industry standards and government regulations.

Guest Service Representative

Orlando Health
02.2017 - 01.2023
  • Assisted guests with reservation modifications, resolving any issues promptly and professionally.
  • Handled payment transactions accurately, maintaining proper cash handling procedures at all times.
  • Resolved guest complaints diplomatically to maintain a positive property reputation and high customer satisfaction rates.
  • Developed strong rapport with returning guests to foster loyalty and repeat business.
  • Contributed positively towards creating a welcoming atmosphere by maintaining a clean and organized front desk area at all times.
  • Managed guest inquiries via telephone, email, and in-person communication, ensuring accurate information delivery.
  • Collaborated closely with colleagues across departments to enhance overall guest experience throughout their stay.
  • Participated in ongoing training programs to stay current on industry trends, best practices, and emerging technologies affecting the hospitality sector.
  • Assisted in emergency situations as required while adhering strictly to safety protocols.
  • Streamlined check-in and check-out processes for increased efficiency and guest convenience.
  • Enhanced guest satisfaction by promptly addressing and resolving inquiries and concerns.
  • Enhanced security measures, ensuring safe environment for guests and staff.
  • Managed check-in and check-out processes, ensuring smooth experience for guests.
  • Maintained high standards of cleanliness and organization in lobby and guest areas, contributing to welcoming environment.
  • Conducted regular inventory checks of front desk supplies to prevent shortages.
  • Handled emergency situations with composure, ensuring guest safety and minimal disruption.
  • Fostered positive atmosphere, greeting guests warmly upon arrival.
  • Participated in weekly team meetings to discuss service enhancements and resolve operational issues.
  • Streamlined reservation handling, significantly reducing wait times for guests.
  • Improved team efficiency with thorough training on customer service protocols.
  • Updated guest records with accuracy, ensuring personal preferences were noted for future visits.
  • Maintained high level of professionalism and discretion when dealing with guests.
  • Created welcoming and comfortable environment for guests.
  • Handled customer complaints to satisfy and retain guests.
  • Remedied issues quickly and effectively through active listening, conflict resolution, and dynamic communication skills.
  • Greeted guests upon arrival by providing warm welcome.
  • Responded to guest inquiries to maximize guest satisfaction.
  • Managed check-in and check-out procedures for guests.
  • Maintained accurate and up-to-date records of guest information.
  • Worked closely with guests, some VIP, or celebrity, with high degree of respect for privacy.
  • Maintained front desk's concierge book to provide visitors with access to relevant local information.
  • Facilitated and coordinated transportation services for guests.
  • Implemented guest feedback system to gather insights for service improvements.
  • Enhanced guest satisfaction by providing exceptional customer service at the front desk.

Real Estate Agent

Watson Realty Corporation
07.2003 - 12.2014
  • Managed contracts, negotiations, and all aspects of sales to finalize purchases and exceed customer expectations.
  • Negotiated, facilitated, and managed real estate transactions.
  • Advertised client properties through websites, social media, and real estate guides.
  • Maintained connections with clients to encourage repeat business and referrals.
  • Developed and maintained relationships with clients through networking, postcards, and cold calling.
  • Streamlined communication between all parties involved in transactions, ensuring smooth closings and satisfied clients.
  • Communicated with clients to understand property needs and preferences.
  • Advised clients on market conditions and property value for informed decision-making.
  • Provided exceptional support during the negotiation process, advocating for clients'' best interests at all times.
  • Conducted comprehensive market research to provide clients with accurate information on current trends and pricing strategies.
  • Consulted with homeowners on appropriate listing prices based on extensive comparative market analysis, resulting in faster sales and satisfied clients.
  • Presented purchase offers to sellers for consideration.
  • Successfully managed multiple offers for sellers, securing the best possible outcome in each situation.
  • Marketed and sold property for clients by hosting open houses and advertising online and in print.
  • Assisted first-time homebuyers in navigating the complex real estate process, guiding them from pre-approval to closing.
  • Hosted successful open houses by preparing properties for viewing and effectively showcasing features to potential buyers.
  • Wrote listings detailing and professionally highlighting property features to increase sales chances.
  • Consistently stayed up-to-date on industry trends and best practices, attending professional development courses and seminars to better serve clients.
  • Reviewed market research data and changed sales plans accordingly.
  • Increased property sales by implementing innovative marketing strategies and utilizing social media platforms.
  • Strengthened professional reputation through consistently positive client reviews and referrals from satisfied customers.
  • Advised clients on staging techniques to enhance property appearance and increase buyer interest during showings.
  • Liaised between buyers and sellers to provide positive experiences for both parties.
  • Utilized advanced technology tools such as virtual tours to showcase properties more effectively, attracting more potential buyers online.
  • Improved property listings by collaborating with photographers to capture visually appealing images that accurately represented each property''s unique qualities.
  • Maintained up-to-date knowledge on local zoning regulations, providing valuable insights to both buyers and sellers throughout transactions.
  • Exceeded annual sales goals by implementing effective time management strategies and prioritizing tasks accordingly.
  • Increased client portfolio by strategically networking at industry events and maintaining strong relationships with existing clients.
  • Guided first-time homebuyers through purchasing process, making it less daunting and more understandable.
  • Negotiated favorable terms for buyers, ensuring their satisfaction and future referrals.
  • Secured prime listings by demonstrating comprehensive marketing strategy to potential sellers.
  • Tailored communication style to meet diverse client needs, building trust and rapport.
  • Achieved high customer satisfaction rate by providing personalized service and responding promptly to inquiries.
  • Organized open houses that showcased properties effectively, leading to increased interest and offers.
  • Enhanced online property listings with high-quality photographs and detailed descriptions, leading to quicker sales.
  • Educated clients looking to sell or buy on current market conditions, legal requirements, pricing, and mortgages.
  • Coordinated appointments to show tenants and buyers prospective homes.
  • Studied property listings, interviewed prospective clients, accompanied clients to properties and discussed condition of sales.
  • Generated leads for sales and rental properties through cold calls and referrals.
  • Conducted weekly open houses and provided feedback to sellers on potential buyers.

Skills

  • Customer service standards
  • Greeting customers
  • Conflict management
  • Guest relations

CPR Certified

Certified if CPR & BLS

Timeline

Guest Services Supervisor

Orlando Senior Health Network
03.2022 - 06.2024

Guest Service Representative

Orlando Health
02.2017 - 01.2023

Office Manager

Kirkpatrick Veterinary Hospital
04.2015 - 01.2022

Real Estate Agent

Watson Realty Corporation
07.2003 - 12.2014

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Anna Gaines