Christopher Stoops
Pilot Rock
Summary
Detail-oriented guest service manager known for exceptional complaint handling and team development. Experience in analyzing guest feedback and implementing improvements to elevate service quality. Prepared to drive guest satisfaction and operational excellence.
Overview
9
9
years of professional experience
Work History
Guest Service Manager
Wildhorse Resort & Casino
Pendleton, OR
01.2022 - Current
- Enhanced guest satisfaction by resolving inquiries and complaints efficiently.
- Trained and mentored team members to improve service quality and operational efficiency.
- Coordinated events and activities to enrich guest experiences and drive engagement.
- Analyzed guest feedback to identify areas for improvement in service delivery.
- Collaborated with management to strategize initiatives aimed at increasing guest loyalty.
- Resolved guest complaints effectively, demonstrating empathy and problem-solving abilities.
- Analyzed feedback from guest surveys, identifying areas for improvement and implementing necessary changes to enhance service quality.
Clubhouse Manager
Wildhorse Resort & Casino
Pendleton, OR
05.2019 - 01.2022
- Managed daily operations of clubhouse, ensuring exceptional guest experiences and satisfaction.
- Developed and implemented staff training programs to enhance service quality and operational efficiency.
- Oversaw scheduling and staffing to optimize workforce management during peak hours.
- Coordinated events and activities, boosting member engagement through diverse programming.
- Supported membership growth through targeted outreach efforts and exceptional member experiences that encouraged referrals.
- Developed strong relationships with vendors to negotiate favorable contracts for goods and services required at the clubhouse.
Director of Operations
Pendleton Country Club
Pendleton, OR
04.2017 - 05.2019
- Streamlined operational processes, enhancing efficiency and member satisfaction across club services.
- Developed and executed budgeting strategies, ensuring optimal resource allocation and cost management.
- Oversaw daily operations, maintaining high standards of service quality and compliance with regulations.
- Established vendor relationships, negotiating contracts to enhance service offerings while controlling expenses.
- Oversaw daily operations across multiple departments, ensuring seamless coordination and efficient execution of tasks.
- Monitored budget and utilized operational resources.
- Oversaw day-to-day production activities in accordance with business objectives.
Education
Master of Science - Hospitality Management
University of North Texas
Denton, TX12-2025
Bachelor of Science - Hospitality, Sport, Tourism Management
Troy University
Troy, AL04-2023
Skills
- Staff training and development
- Guest accommodations
- Property management systems
- Staff training
- Sales and upselling
- Operations management
- Complaint handling
- Schedule coordination
- Exceptional communication
- Guest relations
Timeline
Guest Service Manager
Wildhorse Resort & Casino
01.2022 - Current
Clubhouse Manager
Wildhorse Resort & Casino
05.2019 - 01.2022
Director of Operations
Pendleton Country Club
04.2017 - 05.2019
Master of Science - Hospitality Management
University of North Texas
Bachelor of Science - Hospitality, Sport, Tourism Management
Troy University