Danielle Dunbar
Brooklyn,NY
Summary
Service-oriented professional with background in guest services supervision. Possess strong skills in customer service, conflict resolution, and team leadership which have been utilized to improve overall guest satisfaction. Standout for ability to train staff, streamline operations and manage budgets while ensuring high standards of guest service. Notably contributed to revenue growth by developing innovative strategies and enhancing overall guest experience. Decisive professional equipped to handle range of daily operations needs and emergency situations at properties. Ready for any challenge facing business or customers. Adapts quickly to changing needs and expertly resolves conflicts.
Overview
9
9
years of professional experience
Work History
Guest Services Supervisor
Radio City Music Hall
New York, NY
10.2015 - Current
- Handled escalated customer complaints and disputes professionally and within company guidelines.
- Adhered strictly to organizational policies and procedures when dealing with customers' queries and complaints.
- Provided guidance and support to junior staff members when required.
- Developed strategies to improve quality of service and enhance customer satisfaction levels.
- Provided training and guidance to all team members in customer service best practices, policies, and procedures.
- Analyzed operational trends and recommended solutions for improving efficiency levels.
- Monitored daily performance of staff members and provided feedback on areas for improvement.
- Assessed staffing requirements based on occupancy forecasts and scheduled shifts accordingly.
- Responded promptly to emails and phone calls from customers seeking assistance or information about hotel services.
- Evaluated employee performance and provided feedback on areas of improvement.
- Developed and maintained positive relationships with guests to encourage repeat business and positive online reviews.
- Coordinated VIP guest arrivals and departures, ensuring personalized service and attention to special requests.
Skills
- Operations Management
- Generating Reports
- Guest engagement strategies
- Customer service standards
- Resolving disputes
- Optimizing team performance
- Setting schedules
- Customer Relationship Management
- Policy Enforcement
- Quality controls
- Team Management
- Computer Skills
- Inventory Management
- Operational Efficiency
- Teamwork and Leadership
- Excellent Communication
- Task Prioritization
- Team Collaboration
Timeline
Guest Services Supervisor
Radio City Music Hall
10.2015 - Current