Carissa Mills
Trapper Creek,AK
Summary
Seasoned Hotel Services Manager with a proven track record at Holland America-Princess Cruises, enhancing operational efficiency and guest satisfaction. Excelled in budget management and employee development, boosting service quality through innovative incentive initiatives. Skilled in problem-solving and guest relations, adept at fostering strong team dynamics and achieving significant improvements in service delivery.
Overview
12
12
years of professional experience
Work History
Hotel Services Manager
Holland America- Princess Cruises
12.2019 - Current
- Oversee the efficient operation of a 460-room seasonal property.
- Managed all aspects of hotel operations including housekeeping, luggage services, guest services and an active gift shop.
- Developed and maintained strong relationships with tour vendors and seasonal workers to increase return rates.
- Facilitated seamless communication between departments to enhance overall efficiency and effectiveness.
- Created and maintained a labor budget for 150+ seasonal employees yearly.
- Created and maintained operations budgets totaling over 2 Million yearly.
- Boosted overall service quality by creating incentive initiatives and addressing customer feedback.
- Established team priorities, maintained schedules and monitored performance.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
Guest Services Manager
Holland America- Princess Cruises
01.2016 - 12.2019
- Led weekly team meetings to communicate upcoming promotions and current metrics.
- Updated technology systems used at the front desk area resulting in faster response time.
- Assisted with all guest service desk duties during high traffic seasons to deliver excellent customer service.
- Created sales incentive programs to increase sales revenue.
- Facilitated yearly onboarding for a team of 45 seasonal employees.
Housekeeping Manager
Holland America- Princess Cruises
03.2014 - 01.2016
- Managed laundry sorting, washing, drying, and folding.
- Trained and mentored 120 seasonal personnel to maximize quality of service and performance.
- Developed schedules aligned with budget constraints.
- Placed orders for housekeeping supplies and guest toiletries.
- Successfully opened and shut down 460 guest rooms annually for winterization.
Housekeeping Manager
High Hotels Ltd.
10.2012 - 03.2014
- Acquired knowledge in hotel management by traveling to 13 properties owned by High Hotels.
- Trained as Front Desk Manager, Maintenance Manager, Sales Manager, Food and Beverage Manager, and Assistant General Manager.
- Managed housekeeping operations for 120-room extended stay property.
- Ensured high-quality cleanliness and service following Hilton benchmarks.
Education
Associate of Science - Hotel, Resort And Restaurant Management
Pennsylvania State University
University Park, PA05-2010
Skills
- Safety oriented
- Budgeting and Financial management
- Guest relations management
- Revenue management
- Meeting facilitation
- Hiring, training and employee development
- Emergency preparedness
- Problem-solving
- PMS/ Computer Skills
- Attention to detail/ organizational skills
- Excellent communication
- Computer skills
- Self motivation
Accomplishments
Received Service Excellence Award, a culture essential for Holland America- Princess Cruises.
Timeline
Hotel Services Manager
Holland America- Princess Cruises
12.2019 - Current
Guest Services Manager
Holland America- Princess Cruises
01.2016 - 12.2019
Housekeeping Manager
Holland America- Princess Cruises
03.2014 - 01.2016
Housekeeping Manager
High Hotels Ltd.
10.2012 - 03.2014
Associate of Science - Hotel, Resort And Restaurant Management
Pennsylvania State University
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