Summary
Overview
Work History
Education
Skills
Languages
Timeline
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CYNTHIA HOWE

1565 FOX MEADOW DR,MO

Summary

Dynamic Guest Service Manager with a proven track record at Giants Ridge Ski Resort and Fairfield by Marriott, excelling in issue resolution and guest relations. Recognized for enhancing customer satisfaction through effective complaint handling and relationship building, while streamlining operations to improve efficiency. Committed to delivering exceptional service and fostering team collaboration.

Experienced with guest interactions and issue resolution. Utilizes effective communication to enhance guest satisfaction and loyalty. Track record of maintaining welcoming and efficient service environment.

Guest services professional known for maintaining high standards and achieving results. Proven track record in enhancing guest experiences and resolving concerns. Reliable team collaborator who adapts well to changing needs, showcasing strong interpersonal and communication skills.

Knowledgeable Guest Service Representative experienced in busy hotel settings. Driven and dedicated with focus on delivering exemplary service. Skilled multi-tasker successful at meeting performance objectives and helping team members.

Overview

7
7
years of professional experience

Work History

Guest Service Representative

Ehrhardt Macon LLC
10.2024 - Current
  • Assisted guests with reservation modifications, resolving any issues promptly and professionally.
  • Handled payment transactions accurately, maintaining proper cash handling procedures at all times.
  • Resolved guest complaints diplomatically to maintain a positive property reputation and high customer satisfaction rates.
  • Developed strong rapport with returning guests to foster loyalty and repeat business.
  • Managed guest inquiries via telephone, email, and in-person communication, ensuring accurate information delivery.
  • Contributed positively towards creating a welcoming atmosphere by maintaining a clean and organized front desk area at all times.
  • Enhanced guest satisfaction by providing exceptional customer service at the front desk.
  • Collaborated closely with colleagues across departments to enhance overall guest experience throughout their stay.
  • Streamlined check-in and check-out processes for increased efficiency and guest convenience.
  • Collaborated with housekeeping and maintenance teams to ensure timely room readiness for arriving guests.
  • Implemented upselling strategies during check-in process to maximize revenue opportunities without compromising guest satisfaction levels.
  • Streamlined reservation handling, significantly reducing wait times for guests.
  • Managed check-in and check-out processes, ensuring smooth experience for guests.
  • Greeted guests upon arrival by providing warm welcome.
  • Managed check-in and check-out procedures for guests.
  • Participated in ongoing training programs to stay current on industry trends, best practices, and emerging technologies affecting the hospitality sector.
  • Maintained detailed knowledge of hotel amenities, services, policies, and procedures to provide accurate information to guests.
  • Handled emergency situations with composure, ensuring guest safety and minimal disruption.
  • Fostered positive atmosphere, greeting guests warmly upon arrival.
  • Handled customer complaints to satisfy and retain guests.

Home Health Aide

Access II Independent Living
11.2023 - Current
  • Helped patients maintain personal hygiene through bathing, grooming, and toileting assistance when necessary for dignity preservation.
  • Maintained a clean and safe home environment for patients, reducing falls and accidents.
  • Assisted clients with daily living activities, enhancing their independence and quality of life.
  • Performed light housekeeping duties including laundry linen changes sweeping vacuuming and mopping ensuring a clean and organized living space for patients.
  • Performed laundry, grocery shopping and other light housekeeping duties as instructed by client.
  • Assisted patients with dressing, grooming and feeding needs, helping to overcome, and adapt to mobility restrictions.
  • Improved patient well-being by providing compassionate and attentive personal care.
  • Assisted with meal planning and preparation according to dietary restrictions, meeting nutritional needs while adhering to personal preferences.
  • Traveled to clients' homes to complete healthcare services and promote continuity of care.
  • Followed nutritional plans to prepare optimal meals.
  • Monitored vital signs regularly, promptly reporting any abnormalities or concerns to supervising nurse or physician.
  • Monitored changes in clients' conditions to report concerns to supervisor.

Guest Service Manager

Giants Ridge Ski Resort
08.2022 - 11.2023
  • Assisted with guest check-in and check-out procedures, confirming that guests reach correct room.
  • Resolved guest complaints effectively, demonstrating empathy and problem-solving abilities.
  • Attended to customer needs, responding to questions, complaints and escalations.
  • Analyzed feedback from guest surveys, identifying areas for improvement and implementing necessary changes to enhance service quality.
  • Collaborated with other departments to coordinate guest services, resulting in seamless experiences for guests.
  • Enhanced guest satisfaction by promptly addressing inquiries and providing personalized assistance.
  • Evaluated employee performance regularly, offering constructive feedback and coaching as needed to improve individual skill sets and overall team effectiveness.
  • Reviewed daily bookings, preparing guest rooms prior to arrival.

Guest Service Manager

Fairfield By Marriott
08.2020 - 01.2022
  • Managed team of front desk staff, fostering a supportive work environment and enhancing overall performance.
  • Increased repeat business by ensuring exceptional customer service and maintaining positive guest relationships.
  • Oversaw daily cash handling procedures at the front desk, ensuring accuracy in financial transactions while minimizing discrepancies or losses due to errors.
  • Streamlined front desk operations for improved efficiency, utilizing strong organizational skills.
  • Understood and implemented safety and emergency procedures.
  • Monitored staff training, scheduling and shift changes.
  • Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
  • Hired and trained new employees, demonstrating best methods for serving clients and guests.
  • Assisted with guest check-in and check-out procedures, confirming that guests reach correct room.
  • Resolved guest complaints effectively, demonstrating empathy and problem-solving abilities.
  • Attended to customer needs, responding to questions, complaints and escalations.
  • Reviewed daily bookings, preparing guest rooms prior to arrival.

Guest Service Representative

Fairfield by Marriott
09.2018 - 08.2020
  • Enhanced guest satisfaction by promptly addressing and resolving inquiries and concerns.
  • Updated guest records with accuracy, ensuring personal preferences were noted for future visits.
  • Coordinated with housekeeping and maintenance to address room issues quickly, enhancing guest comfort.
  • Conducted regular inventory checks of front desk supplies to prevent shortages.
  • Maintained high level of professionalism and discretion when dealing with guests.
  • Created welcoming and comfortable environment for guests.
  • Remedied issues quickly and effectively through active listening, conflict resolution, and dynamic communication skills.
  • Responded to guest inquiries to maximize guest satisfaction.
  • Upheld hotel policies and procedures by providing high level of customer service.
  • Handled payment transactions accurately, maintaining proper cash handling procedures at all times.
  • Resolved guest complaints diplomatically to maintain a positive property reputation and high customer satisfaction rates.
  • Managed guest inquiries via telephone, email, and in-person communication, ensuring accurate information delivery.
  • Streamlined check-in and check-out processes for increased efficiency and guest convenience.
  • Managed check-in and check-out processes, ensuring smooth experience for guests.
  • Greeted guests upon arrival by providing warm welcome.
  • Managed check-in and check-out procedures for guests.
  • Handled emergency situations with composure, ensuring guest safety and minimal disruption.
  • Handled customer complaints to satisfy and retain guests.

Education

GED -

North Central Missouri College
Trenton, MO
09-2008

Skills

  • Customer service
  • Computer skills
  • Guest accommodations
  • Detail-oriented
  • Guest relations
  • Issue resolution
  • Flexible schedule
  • Complaint handling
  • Active listening
  • Relationship building
  • Training and mentoring
  • Problem-solving
  • Attention to detail
  • Teamwork
  • Time management
  • Problem-solving abilities
  • Reliability
  • Excellent communication

Languages

English

Timeline

Guest Service Representative

Ehrhardt Macon LLC
10.2024 - Current

Home Health Aide

Access II Independent Living
11.2023 - Current

Guest Service Manager

Giants Ridge Ski Resort
08.2022 - 11.2023

Guest Service Manager

Fairfield By Marriott
08.2020 - 01.2022

Guest Service Representative

Fairfield by Marriott
09.2018 - 08.2020

GED -

North Central Missouri College

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CYNTHIA HOWE