Antonio Green
Pewaukee,WI
Summary
Personable Guest Service Manager with skills in handling financial transactions and maintaining property management systems. Over 16 years of customer service experience and extensive knowledge of hotel operations and procedures. Builds supportive work environments that boost staff efficiency.
Overview
16
16
years of professional experience
Work History
Guest Service Manager
Home2 Suites By Hilton
07.2019 - Current
- Assisted with guest check-in and check-out procedures, confirming that guests reach correct room.
- Understood and implemented safety and emergency procedures.
- Monitored staff training, scheduling and shift changes.
- Reviewed daily bookings, preparing guest rooms prior to arrival.
- Maintained and troubleshot hotel property management systems.
- Hired and trained new employees, demonstrating best methods for serving clients and guests.
- Implemented successful strategies to increase customer satisfaction.
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
- Established and upheld high standards, promoting great customer service and assistance to guests.
- Managed day-to-day operations of lodging facility, scheduling staff and overseeing budgets.
Front Desk Agent
Hampton Inn & Suites
01.2018 - 07.2019
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Collected room deposits, fees, and payments.
- Answered customer telephone calls promptly and appropriately handled needs.
- Used internal software to process reservations, check-ins and check-outs.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
Cashier
Hannaford Supermarket & Pharmacy
07.2017 - 01.2018
- Greeted customers entering store and responded promptly to customer needs.
- Built relationships with customers to encourage repeat business.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Welcomed customers and helped determine their needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Helped customers complete purchases, locate items, and join reward programs.
Porter/Maintenance
Cucinas
09.2017 - 01.2018
- Performed cleaning and maintenance duties as directed.
- Communicated with coworkers and managers about completed duties.
- Cleaned and organized building areas as required.
- Completed sweeping, mopping, and window-cleaning.
- Maintained building exteriors for professional, clean presentation standards.
Lead Teller
Wells Fargo
03.2017 - 08.2017
- Supervisory role that consisted of helping tellers with transactions such as deposits and withdrawls as well as transfers for customer activity
- Intgrating great customer service to ensure customer needs were met accordingly to bank policies
- Audits of cash drawers monthly, assisting in finding needs for customers through bank products.
- Managed daily bank operations by processing customer transactions and providing exceptional customer service.
- Recognized and prevented fraudulent activities and suspicious transactions.
- Mentored and trained new tellers on bank procedures and customer service standards.
- Introduced customers to other bank team members to help meet financial needs.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Answered inquiries regarding checking and savings accounts and other related products.
- Enforced compliance with bank regulations and policies to reduce financial risks.
- Replenished ATM funds in empty canisters prior to validation process.
Assistant Branch Manager
TCF Bank
07.2015 - 02.2017
- Opened accounts for customers such as CD's, Checking accounts, Savings and more, opportunity to help customers with issues within personal accounts
- Helped trained new employees on bank policies and federal regulations
- Assisted in interview process for branch employees, performed audits monthly for the branch according to debit cards, vault, and cash drawers
- Contact Center
- Trained and developed new team members in alignment with branch service standards and objectives.
- Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
- Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
- Developed and managed employee schedules, balancing individual requests and requirements with business needs.
- Demonstrated knowledge of branch financial products, loans and lines of credit.
- Conducted weekly staff meetings to motivate staff members, address concerns, and questions, plan improvements and evaluate progress toward goals.
- Built rapport with account holders by reaching out with product recommendations and account updates.
- Developed sales strategy to meet established sales objectives.
- Collaborated with tellers, universal bankers and personal bankers to exceed sales goals.
Assistant Branch Manager
Guaranty Bank FSB
01.2014 - 07.2015
- Opened accounts for customers such as CD's, Checking accounts, Savings and more, opportunity to help customers with issues within personal accounts
- Helped trained new employees on bank policies and federal regulations
- Assisted in interview process for branch employees, performed audits monthly for the branch according to debit cards, vault, and cash drawers.
- Trained and developed new team members in alignment with branch service standards and objectives.
- Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
- Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
- Developed and managed employee schedules, balancing individual requests and requirements with business needs.
- Demonstrated knowledge of branch financial products, loans and lines of credit.
- Conducted weekly staff meetings to motivate staff members, address concerns, and questions, plan improvements and evaluate progress toward goals.
- Built rapport with account holders by reaching out with product recommendations and account updates.
- Developed sales strategy to meet established sales objectives.
- Collaborated with tellers, universal bankers and personal bankers to exceed sales goals.
Men's Department Supervisor
Kohl's
11.2012 - 07.2014
- Helped customer's mae decisions on purchases, ensured fitting rooms were neat and clean, maintained section areas to ensure correct displays were accurate for sales, unloaded dock inventory, helped do resets of departments each quarter.
- Maintained focus during busy times and delegated tasks to employees to keep business running smoothly.
- Implemented daily operating procedures to keep store clean, adequately stocked, and well-organized.
- Trained team members in successful strategies to meet operational and sales targets.
- Effectively allocated tasks during high-traffic times to keep operations running smoothly and employees focused.
- Walked through department multiple times each shift to evaluate and correct issues such as cleaning and stock replenishment needs.
- Educated staff on strategies for handling difficult customers and challenging situations.
- Maintained clean, adequately stocked, and organized store by streamlining daily operations and introducing new procedures.
Program Staff
Green Ridge Recreation Center
10.2012 - 07.2014
- Provided child care for parents using the facilities, assisted in setting up chairs, tables, games, bouncy houses for different events during the holidays and seasonal needs, provided summer camp activities during summer months for different types such as harry potter camp, Lego camp and similar character based camps for children
- Also provided after-school care for children in our after school program.
Men's Department Sales Associate
Macy's
08.2010 - 10.2012
- Assisted customers with clothing selection while serving as a cashier as well.
- Stocked merchandise, clearly labeling items, and arranging according to size or color.
- Answered customer questions about products and services, helped locate merchandise, and promoted key items.
- Engaged in friendly conversation with customer to better uncover individual needs.
- Listened to customer needs and desires to identify and recommend optimal products.
- Managed efficient cash register operations.
- Opened, shelved and merchandised new products in visually appealing and organized displays for optimal sales promotions.
- Built customer loyalty and retention by delivering excellent shopping experiences.
School Teacher
After, Country Home Learning Center
11.2007 - 08.2010
- Provided after school care to children ages 4 to 12 in a daycare setting.
Customer Service Representative
Target
09.2007 - 11.2007
- Restocked items back to proper places using hand held scanning system.
Education
Criminal Justice
Regent University
Interdisciplinary Studies
University of Texas At San Antonio
High School Diploma -
Round Rock High School
Skills
- Front Desk, Customer Service, Guest Service, Front Office, Reception
- Guest Accommodations
- Staff Training
- Complaint Reviews
- Reading Comprehension
- Customer Transactions
- Schedule Coordination
Additional Information
- Authorized to work in the US for any employer
Timeline
Guest Service Manager
Home2 Suites By Hilton
07.2019 - Current
Front Desk Agent
Hampton Inn & Suites
01.2018 - 07.2019
Porter/Maintenance
Cucinas
09.2017 - 01.2018
Cashier
Hannaford Supermarket & Pharmacy
07.2017 - 01.2018
Lead Teller
Wells Fargo
03.2017 - 08.2017
Assistant Branch Manager
TCF Bank
07.2015 - 02.2017
Assistant Branch Manager
Guaranty Bank FSB
01.2014 - 07.2015
Men's Department Supervisor
Kohl's
11.2012 - 07.2014
Program Staff
Green Ridge Recreation Center
10.2012 - 07.2014
Men's Department Sales Associate
Macy's
08.2010 - 10.2012
School Teacher
After, Country Home Learning Center
11.2007 - 08.2010
Customer Service Representative
Target
09.2007 - 11.2007
Criminal Justice
Regent University
Interdisciplinary Studies
University of Texas At San Antonio
High School Diploma -
Round Rock High School