David Ferguson
Phoenix,Arizona
Summary
Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Maintenance Manager
Sonesta Simply Suites
Phoenix, AZ
06.2024 - Current
- Managed the maintenance staff and their daily activities.
- Monitored the performance of all equipment to ensure proper functioning.
- Developed preventive maintenance procedures for all machines used in production.
Chief Engineer
Sonesta select
Phoenix, Arizona
01.2023 - 05.2024
- Developed and implemented comprehensive engineering plans to ensure successful project completion.
- Avoided data loss by creating back-ups of programs.
- Finished projects on time and within budget.
- Completed regulatory documents concerning safety issues.
- Coordinated activities with suppliers, contractors or other departments.
- Managed capital improvement projects to keep expenses within operational budgets.
- Meticulously kept records of building rounds, engineering logs and data sheets.
- Administered hands-on instruction in basic maintenance, safety and troubleshooting procedures.
- Oversaw maintenance and continuous operation of building systems, including mechanical (HVAC), electrical and safety.
- Oversaw activities of contractors working within building and on job sites.
Hotel Operations Manager
Sonesta select
Phoenix, Arizona
01.2022 - 01.2023
- Oversaw daily operations of hotel staff, including housekeeping and front desk personnel.
- Ensured compliance with all safety regulations and procedures.
- Coordinated reservations, check-ins, and check-outs for guests.
- Provided leadership and direction to team members while managing performance issues.
- Managed the inventory of supplies, equipment, and other resources within budget constraints.
- Created reports on occupancy rates, average room rate, market share analysis.
- Reviewed contracts with vendors to ensure best pricing for products or services.
- Established policies and procedures related to hotel operations according to industry standards.
- Resolved customer complaints in a timely manner while preserving good customer relations.
- Trained team members on operational systems such as POS systems or reservation software.
- Maintained positive relationships with local businesses in order to create referral opportunities.
- Organized special events or functions at the hotel such as weddings or conferences.
- Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
- Responded to and resolved guest issues or complaints.
- Built and maintained productive relationships with employees.
- Input and confirmed reservations for guests.
- Maintained client accounts by obtaining, recording and updating personal and financial information.
- Advised housekeeping staff of rooms vacated and ready for cleaning.
- Delegated work to staff, setting priorities and goals.
- Explained how TV remote, heating/cooling, WiFi access and locks worked to hotel guests.
- Verified customer credit to establish payment method for accommodations.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Gave clear directions to local museums, restaurants and places of interest to patrons.
- Managed team of front desk agents, supervising personnel in issue resolution.
Front Desk Supervisor
Sonesta select
Phoenix, AZ
09.2021 - 01.2022
- Greeted and welcomed guests in a friendly, professional manner.
- Monitored the front desk staff to ensure proper customer service was provided.
- Provided support to guests with check-in and check-out procedures.
- Processed payments, cashiering duties and credit card transactions accurately.
- Performed administrative tasks such as filing documents, answering phone calls and emails.
- Maintained up-to-date knowledge of hotel services, features and local attractions and activities.
- Coordinated room assignments by considering guest preferences and special requests whenever possible.
- Ensured that all safety regulations were followed at all times.
- Tracked inventory of supplies needed for the front desk area.
- Reviewed daily reports on occupancy levels, rate of rooms sold and revenue totals.
- Created weekly schedules for front desk staff according to business needs.
- Supervised daily operations at the front desk including check-ins and checkouts, reservations.
- Implemented strategies for improving customer service standards across the department.
- Participated in meetings with other managers to discuss strategies for increasing profitability.
- Analyzed data from surveys to identify areas of improvement in the hotel's services.
- Provided guidance and mentorship to junior team members in order to help them develop their skills.
- Mentored new staff on correct procedures, compliance requirements and performance strategies.
- Provided administrative support to coworkers, taking on additional tasks during high-volume periods.
- Managed customer complaints and rectified issues to complete satisfaction.
- Corrected guest issues promptly with knowledgeable and friendly service.
- Worked with room service, housekeeping, maintenance and security to meet all guest needs.
Front Desk Agent
Sonesta select
Phoenix, Arizona
02.2021 - 09.2021
- Greeted customers in a professional and friendly manner.
- Answered phones, responded to inquiries, and took messages.
- Assisted with check-in and check-out procedures for guests.
- Processed payments accurately and efficiently.
Lead Front Desk Agent
Courtyard by Marriott
Phoenix, AZ
11.2018 - 02.2021
- Verified customer identification to ensure security of guest accounts.
- Greeted customers and provided information about hotel services, amenities, and local attractions.
- Prepared bills and processed payments using computerized systems.
- Maintained up-to-date knowledge of hotel products, services, pricing policies, promotions and other general information.
- Performed cashier duties such as taking payments for guests' bills or exchanging foreign currency.
- Provided concierge services such as arranging transportation, restaurant reservations, tours and recreational activities for guests.
- Organized daily shift operations by assigning tasks to front desk staff members.
- Assisted in training new employees on front desk operations.
- Maintained records of guest transactions in accordance with accounting procedures.
- Processed incoming mail, messages and faxes for guests.
- Responded quickly to emergency situations during night shifts.
- Maintained cleanliness of lobby area throughout shift hours.
- Created weekly schedules for front desk staff members based on occupancy forecasts.
Host and Server
Cordoroy and Fez Restaurant
Phoenix, Arizona
07.2016 - 10.2018
- Greeted guests upon arrival and provided them with menus.
- Answered customer inquiries regarding the menu, restaurant services, and special promotions.
- Took reservations over phone and in person.
- Provided customers with accurate wait times and monitored waiting list.
- Assisted servers in seating guests by escorting them to their tables.
- Managed dining room layout to maximize efficiency of staff members.
Spa Coordinator
JW Marriott Camelback Inn
Paradise Valley, Arizona
06.2006 - 09.2016
- Performed administrative duties such as scheduling appointments, filing paperwork, and managing customer inquiries.
- Created a welcoming atmosphere for customers by greeting them warmly and responding to their needs in a timely manner.
- Coordinated with spa staff members on daily operations including inventory management, customer service and product sales.
- Maintained detailed records of financial transactions including client payments, deposits and refunds.
- Managed all aspects of customer relations from initial contact through follow up communications after completion of treatments or services.
Education
GED -
Beatty High School
Beatty, NV01-1997
Skills
- Materials Requisition
- Inventory Replenishment
- Facilities Maintenance
- Employee performance assessment
- Budgeting and cost control
- Lockout and tagout procedures
Certification
- Certified Pool Operator
Timeline
Maintenance Manager
Sonesta Simply Suites
06.2024 - Current
Chief Engineer
Sonesta select
01.2023 - 05.2024
Hotel Operations Manager
Sonesta select
01.2022 - 01.2023
Front Desk Supervisor
Sonesta select
09.2021 - 01.2022
Front Desk Agent
Sonesta select
02.2021 - 09.2021
Lead Front Desk Agent
Courtyard by Marriott
11.2018 - 02.2021
Host and Server
Cordoroy and Fez Restaurant
07.2016 - 10.2018
Spa Coordinator
JW Marriott Camelback Inn
06.2006 - 09.2016
GED -
Beatty High School
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