Chandra Banks
Federal Way,WA
Summary
Guest Services professional with demonstrated success in optimizing policies, managing guest services operations. Well-versed in handling VIP guests and groups. Knowledgeable about customer preferences, industry standards and successful strategies for maintaining guest loyalty and building long-lasting relationships. Self-confident Guest Services Supervisor. Offering comprehensive understanding of modern computer systems, creative, constructive management and exemplifying excellent customer service. Successful in delivering one-of-a-kind services to a hotel or hospitality industry.
Overview
11
11
years of professional experience
Work History
Guest Services Supervisor
Staypineapple -
07.2022 - Current
- Oversaw day-to-day operations of 139-room hotel with staff of 4-6 employees.
- Reviewed upcoming events and planned for expected challenges.
- Resolved customer complaints swiftly, finding resolutions that maintained customer satisfaction.
- Assisted with development and distribution of marketing materials for facility.
- Created and delivered effective training materials and courses.
- Maintained accurate records of room inventory, billing information, and reservation details for seamless front desk operations.
- Supervised team of 4-6 front desk agents and helped to resolve issues arising during shifts.
- Implemented successful strategies to increase customer satisfaction.
- Coordinated with maintenance teams for prompt repairs in guest rooms and common areas, maintaining a well-kept environment.
- Collaborated closely with other departments to meet guest needs and provide best possible experience.
- Passionate about learning and committed to continual improvement.
Guest Services Associate
Staypineapple
06.2022 - 07.2022
- Collaborated with team members to handle guest requirements from check-in through check-out.
- Remedied issues quickly and effectively through active listening, conflict resolution, and dynamic communication skills.
- Explained hotel's policies and procedures to guests upon check-in.
- Greeted guests upon arrival by providing warm welcome.
- Contributed towards maintaining safety protocols within the property by reporting any suspicious activity or security concerns.
- Gave information about area attractions and provided directions.
- Collaborated with front-of-house and housekeeping departments to facilitate smooth hotel operations.
Customer Service Representative
Princess Cruise Lines Ltd.
05.2013 - 02.2020
- Created and maintained detailed database to develop promotional sales.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Updated account information to maintain customer records.
- Detailed payment options and explained price, receipt and billing details to customers.
- Adapted quickly to new technologies introduced into the call center environment, utilizing tools effectively during customer interactions.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Cross-trained and backed up other customer service managers.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Responded to customer calls and emails to answer questions about products and services.
- Maintained up-to-date knowledge of product and service changes.
- Identified potential sales opportunities during interactions, up-selling products or services when appropriate.
- Trained staff on operating procedures and company services.
- Processed debit and credit card and electronic check payments.
- Achieved high-quality service by adhering to company policies and procedures during each interaction.
Education
GED -
South Seattle Community College
Seattle, WA06.2008
Skills
- Supply Purchasing
- Greeting customers
- Networking
- Computer Skills
- Team Management
- Conflict Management
- Check-in procedures
- Implementing policies
- Customer service standards
- Processing payments
- Guest Relations
- Staff Training
Hiking, long car rides and being a grandmother
I find great satisfaction when reaching a waterfall after a 5-10 mile hike straight up. As a kid I struggled with completing tasks and with hiking I learned how great it feels to make it to my destination without giving up. Connecting with nature and feeling the sun beam down on my face is my happy place. I also enjoy long car rides zoning out and to some good old jazz or oldies but goodies. I really enjoy Sam Cooke, Etta James an Whitney Houston. I am currently a grandmother of 3 ranging from 6 down to 7 months. I love watching them learn and grow.
Timeline
Guest Services Supervisor
Staypineapple -
07.2022 - Current
Guest Services Associate
Staypineapple
06.2022 - 07.2022
Customer Service Representative
Princess Cruise Lines Ltd.
05.2013 - 02.2020
GED -
South Seattle Community College
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