ASHLEY WILLIAMS
North Las Vegas,NV
Summary
Customer service professional with 10+ years of experience in high-pressure environments. Proven ability to adapt quickly and learn new processes efficiently. Strong work ethic complemented by excellent communication skills. Committed to contributing to team success and achieving organizational objectives.
Overview
19
19
years of professional experience
Work History
Guest Services Manager
Worldmark-Las Vegas Blvd
Las Vegas, NV
02.2021 - Current
- Certified On The Job Trainer for Guest Services
- Check-in/Check-out room reservations
- Scheduling for department associates
- Associate coaching and corrective actions
- Schedule guest wake-up calls
- Provided coverage when needed for MOD shifts
- Provide ongoing coaching to help develop staff to feel empowered to make precise decisions
- Create Owner/Onsite reservations
- Audit and balance reports from the daily shifts, run end of day
- Assist management team with Service Excellence Audits
- Respond to guest inquiries, concerns and complaints as needed
- Aided with mock audits; QA, IA, LP
- Handles confidential information, including guest records, with a high degree of integrity
- Responsible for cash drawer contents and transactions during shift
- Inventory management for on-site gift shop
- Coordinate and manage communication between guests and staff and follow up to ensure complete service recovery
- Direct, coach and manage guest relations team to ensure all standards and operating procedures are adhered to
- Appraise team’s performance and produce reports
- Examine activities logbook, assign tasks appropriately and implement control schedule daily
- Conduct department meeting
Guest Services Manager
Worldmark-Las Vegas Blvd
Las Vegas, NV
09.2017 - 02.2021
- Certified On The Job Trainer for Guest Services
- Check-in/Check-out room reservations
- Scheduling for department associates
- Associate coaching and corrective actions
- Schedule guest wake-up calls
- Provided coverage when needed for MOD shifts
- Provide ongoing coaching to help develop staff to feel empowered to make precise decisions
- Create Owner/Onsite reservations
- Audit and balance reports from the daily shifts, run end of day
- Assist management team with Service Excellence Audits
- Respond to guest inquiries, concerns and complaints as needed
Guest Services Associate
Worldmark-Spencer
Las Vegas, NV
09.2016 - 09.2017
- Certified On The Job Trainer for Guest Services
- Check-in/Check-out room reservations
- Create Owner reservations
- Provide ongoing coaching to help develop staff to feel empowered to make precise decisions
- Aided with mock audits; QA, IA, LP
- Distribute department keys while maintaining proper Wyndham key control standards
- Assist management team with Service Excellence Audits
Assistant Guest Services Manager
Wyndham Sedona Resort
Sedona, AZ
04.2016 - 12.2016
- Scheduling for department associates
- Associate coaching and corrective actions
- Aided with audits; QA, IA, LP
- Actively listen and resolve guests’ complaints
- Interview potential new hire candidates
- Coordinate and manage communication between guests and staff and follow up to ensure complete service recovery
- Direct, coach and manage guest relations team to ensure all standards and operating procedures are adhered to
- Appraise team’s performance and produce reports
- Examine activities logbook, assign tasks appropriately and implement control schedule daily
- Conduct department meeting
Guest Services Supervisor
Desert Rose Resort
Las Vegas, NV
04.2006 - 04.2016
- Certified On The Job Trainer for Guest Services
- Assist management team with interviews, training, and regular performance reviews
- Provided coverage when needed for MOD shifts
- Provide ongoing coaching to help develop staff to feel empowered to make precise decisions
- Aided with mock audits; QA, IA, LP
- Distribute department keys while maintaining proper Wyndham key control standards
- Assist management team with Service Excellence Audits
- Monitor positive feedback as well as corrective criticism on Medallia
- Maintain the inventory for our Convenience Store
Education
Certified Medical Assistant - Medical Billing and Coding
Nevada Career Institute
Las Vegas, NV01.2005
Skills
- Microsoft Word
- Microsoft Excel
- Microsoft PowerPoint
- Microsoft Outlook
- Certified in CPR
- Relationship management
- Communication skills
Interpersonal skills
Active listening
Team collaboration - Solution-oriented approach
- Client support
- Scheduling efficiency
- Resource allocation
Timeline
Guest Services Manager
Worldmark-Las Vegas Blvd
02.2021 - Current
Guest Services Manager
Worldmark-Las Vegas Blvd
09.2017 - 02.2021
Guest Services Associate
Worldmark-Spencer
09.2016 - 09.2017
Assistant Guest Services Manager
Wyndham Sedona Resort
04.2016 - 12.2016
Guest Services Supervisor
Desert Rose Resort
04.2006 - 04.2016
Certified Medical Assistant - Medical Billing and Coding
Nevada Career Institute
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