Britney Underwood
Foxborough,MA
Summary
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
7
7
years of professional experience
Work History
Service Resolution Manager
Holiday Inn Club Vacations Corporate
08.2024 - 03.2025
- Effective communicator with guests and hotel staff, facilitating smooth interactions and conflict resolution
- Established transparent communication channels with guests, resulting in a 20% increase in guest satisfaction scores within six months
- Provide information on deeding back timeshare property while assisting with canceling
- Human Resource functions
Assistant General Manager
Legacy Vacation Resorts
06.2023 - 08.2024
- Trained and supervised a property of 900 plus staff members, resulting in a 20% improvement in customer satisfaction scores and a 10% increase in repeat business
- Coordinated with a team to develop a marketing strategy for a product re-launch and company reformation
- Developed and implemented policies and procedures for staff training, resulting in a 30% improvement in service quality and a 20% increase in customer satisfaction scores
- Monitored and controlled inventory of supplies and equipment, reducing waste by 10% and saving the company $2,000 monthly
- Human Resource functions
Assistant Guest Service Manager
Holiday in Club Vacations
05.2022 - 06.2023
- Proven expertise in hotel operations management, ensuring seamless daily operations and outstanding guest experiences
- Demonstrated success in enhancing guest satisfaction scores and achieving high levels of repeat business
- Skilled in staff training and development, fostering a culture of excellence and professional growth
- Managed a property of 2,500 rooms
Service Resolution Manager
Holiday Inn Club Vacations Corporate
02.2021 - 05.2022
- Effective communicator with guests and hotel staff, facilitating smooth interactions and conflict resolution
- Established transparent communication channels with guests, resulting in a 20% increase in guest satisfaction scores within six months
- Provide information on deeding back timeshare property while assisting with canceling
Assistant Guest Service Manager
Marriott Vacation Club Pulse Boston
09.2018 - 07.2020
- Proven expertise in hotel operations management, ensuring seamless daily operations and outstanding guest experiences
- Demonstrated success in enhancing guest satisfaction scores and achieving high levels of repeat business
- Skilled in staff training and development, fostering a culture of excellence and professional growth
Education
Bachelor of Science - Human Resource Management
Western Governors University
Salt Lake City, UT08-2025
Associate in applied science - Business Management
Bristol Community College
Fall River, MA08.2021
Associate in applied science - Hospitality Management Hotel management
Bristol Community College
Fall River, MA05.2021
Skills
- Staff training and supervision
- Time management
- Strong communication
- Interpersonal skills
- Attention to detail
- Organization
- Recruiting Skills
- HR Functions
- Policy administration
- Problem-solving abilities
- Customer relations
- Staff training
Languages
English
Native or Bilingual
Timeline
Service Resolution Manager
Holiday Inn Club Vacations Corporate
08.2024 - 03.2025
Assistant General Manager
Legacy Vacation Resorts
06.2023 - 08.2024
Assistant Guest Service Manager
Holiday in Club Vacations
05.2022 - 06.2023
Service Resolution Manager
Holiday Inn Club Vacations Corporate
02.2021 - 05.2022
Assistant Guest Service Manager
Marriott Vacation Club Pulse Boston
09.2018 - 07.2020
Associate in applied science - Business Management
Bristol Community College
Associate in applied science - Hospitality Management Hotel management
Bristol Community College
Bachelor of Science - Human Resource Management
Western Governors University
Similar Profiles
Christian AponteChristian Aponte
Front Desk Agent at Holiday Inn Club VacationsFront Desk Agent at Holiday Inn Club Vacations
Joseph UlenJoseph Ulen
Accountant at Holiday Inn Club VacationsAccountant at Holiday Inn Club Vacations
Shaunn FlanneryShaunn Flannery
Elite Sales at Holiday Inn Club VacationsElite Sales at Holiday Inn Club Vacations